Anggraini, Nurul (2024) Responsivitas Pelayanan dalam Penanganan Pengaduan Tindak Kriminal di Polres Jombang. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The provision of quality public services is the obligation of public bureaucrats to meet the needs of society. Therefore, the ideal and quality public service is responsive to various public needs. The new concept of public service is based on democratic principles in the provision of service that prioritize the equality of citizens’ right. In the context of publick service quality, responsiveness is crucial as it demonstrates the ability of the public organization to meet the needs of the community. Responsiveness ensures that the needs of the community are meet quickly and efficiently. In the context of handling criminal complaints, the responsiveness of the police is crucial. This research aims to determine the responsiveness of services in handling criminal complaint reports at the Jombang Police Resort. The research method used is qualitative descriptive with interview, observation, and documentation techniques. The results of the study indicate that the responsiveness of services in handling criminal complaint reports at the Jombang Police Resort is good, but there are several obstacles that make it less than optimal, as explained below: 1) the ability to respond to the public, the friendliness of attitude, and communication of officers are good by applying the smile, greet, and salam, and communicating in a humanistic manner. 2) providing services quickly, the readiness and sincerity of officers in providing services are good, but there are still obstacles that hinder smoothness. 3) providing services accurately, officers have provided services to the public in accordance with SOP and without any service charges. 4) providing services carefully, the commitment to meticulous service provision needs to be improved, but the results obtained are in line with expectations. 5) providing services on time, the application of service hours, waiting time schedules, and case handling process times have been appropriate. 6) ability to respond to public complaints, physical suggestion boxes have been provided, but the public prefers to express complaints directly and the response of officers to complaints is still inadequate. Keywords: Responsiveness; Services; Complaints; Criminal Acts
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) J Political Science > JA Political science (General) > JA51 Public management J Political Science > JS Local government Municipal government |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Nurul Anggraini | ||||||||
| Date Deposited: | 09 Jul 2024 03:24 | ||||||||
| Last Modified: | 09 Jul 2024 03:24 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/25611 |
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