Public Trust Mengenai Kinerja Pemerintah Kota Surabaya dalam Penanganan Banjir di Kota Surabaya

Arfina, Ayu (2026) Public Trust Mengenai Kinerja Pemerintah Kota Surabaya dalam Penanganan Banjir di Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

Flooding in the city of Surabaya is a recurring issue that is not only technical and environmental in nature but is also closely linked to public trust in the performance of the local government. This study aims to examine public trust regarding the performance of the Surabaya City Government in handling flooding. A mixed methods approach with a sequential explanatory design was employed, combining Social Network Analysis (SNA) based on big data from Instagram with descriptive qualitative analysis through interviews with eleven informants, consisting of representatives from the Department of Water Resources and Road Construction (DSDABM), the Regional Disaster Management Agency (BPBD), and residents from various flood-affected sub-districts. The SNA results reveal a digital communication network involving 801 actors and 1,156 interactions, with a network density of 0.0014, indicating that interaction among citizens remains low and centered on local media accounts. A modularity value of 0.61 suggests that public opinion is fragmented into several clusters with distinct characteristics, ranging from infrastructure complaints and political polarization to satirical commentary. The integration of these results with qualitative findings confirms that public trust is formed through five dimensions: commitment, honesty, competence, benevolence, and fairness. Competence and commitment emerged as the most dominant dimensions, while fairness was identified as the most vulnerable dimension capable of eroding trust due to perceived inequalities in access and government response across different regions. This study concludes that public trust in the Surabaya City Government’s performance in flood management is dynamic, situational, and heavily influenced by citizens' direct experiences with the effectiveness of policies, rather than the mere existence of the programs themselves. The study recommends that the Surabaya City Government strengthen transparent, responsive, and equitable public communication as a strategy to build sustainable public trust. Keywords: Public Trust, Government Performance, Flood Management, Social Network Analysis, Surabaya City

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Hardjati, Susi	NIDN0010026904	susi_hardjati.adneg@upnjatim.ac.id
Thesis advisor	Millensyah, Erwing Wahyu	NUPTK0240777678130093	erwing.wahyu.fisip@upnjatim.ac.id

Subjects:

H Social Sciences > HV Social pathology. Social and public welfare
J Political Science > JS Local government Municipal government

Divisions:

Faculty of Social and Political Sciences > Departement of Public Administration

Depositing User:

Ayu Arfina

Date Deposited:

20 Jul 2026 04:44

Last Modified:

21 Jul 2026 03:08

URI:

https://repository.upnjatim.ac.id/id/eprint/55599