Vernanda, Elisa Pingky (2025) EFEKTIVITAS PELAYANAN PENGADUAN MASYARAKAT DI RUMAH SAKIT UMUM DAERAH R.T NOTOPURO SIDOARJO. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
The current condition of public services is facing various significant challenges and opportunities. Public services include various types of services provided by the government, one of which is services in the health sector. RSUD R.T. Notopuro Sidoarjo is a type A hospital, in providing services there are still problems such as long queues, slow service and lack of human resources, which are the main obstacles. This study uses a qualitative method with a descriptive research type. Data collection techniques include observation, interviews, documentation. The results of this study indicate that the effectiveness of public complaint services at RSUD R.T. Notopuro Sidoarjo is said to be successful, This is evidenced by 1.) RSUD R.T. Notopuro Sidoarjo has succeeded in showing high productivity in handling public complaints, with the number of officers involved and the number of complaints handled in a certain period. 2.) Service efficiency in managing complaints by utilizing the speed of response time to provide responses after complaints are received. 3.) The quality of complaint services includes consistency in handling complaints and transparency in handling. 4.) Flexibility in complaint services by providing various channels for submitting complaints and flexible policies. 5.) The development of complaint services is running well, with adequate resource allocation and effective application of information technology. 6.) The level of satisfaction is seen from the effectiveness of the Solution to complaint services which is quite high, although there are several units that still need improvement. 7.) The excellence of complaint services is marked by an increase in quality in providing services. Keywords: Effectiveness;Public Service;Complaints Service
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) J Political Science > JF Political institutions (General) > JF1501-1521 Civil service J Political Science > JQ Political institutions Asia > JQ224 Public policy and administration 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: | ELISA pingky vernanda | ||||||||
| Date Deposited: | 23 May 2025 08:38 | ||||||||
| Last Modified: | 23 May 2025 08:38 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/36472 |
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