Madini, Sephia (2024) Responsivitas Pelayanan Pengaduan Masyarakat Di Kepolisian Resor Kabupaten Gresik. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The surprising fact is that the case resolution rate in Gresik is very low, even though the number of crime reports is relatively small. This indicates a problem with the responsiveness of the Gresik District Police. The purpose of this study was to determine the level of responsiveness of complaint services at the Gresik Regency Resort Police. This research method uses a type of quantitative research with a case study approach. The informants in this study were the head of SPKT, complaints service officers, call center officers and people who had made complaints. The data collection techniques used are observation, interview and documentation. Based on the results of research that refers to the service indicators put forward by Zeithaml, Gresik Police have shown satisfactory performance in responding to public complaints. The responsiveness of community complaint services at the Gresik Regency Police is considered less responsive. This is reflected in the attitude of officers who are less friendly and empathetic, the slow process of handling complaints, both in terms of waiting time and case resolution, as well as the lack of transparency in providing information regarding the progress of handling complaints. Public dissatisfaction with this unresponsive service has the potential to undermine public trust in the police institution.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1501-1521 Civil service | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Sephia Madini | ||||||||
| Date Deposited: | 09 Dec 2024 04:25 | ||||||||
| Last Modified: | 09 Dec 2024 04:25 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/32558 |
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