Fatmawati, Febrina (2024) Complaint Handling Dalam Pengelolaan Pengaduan Melalui Aplikasi Wargaku Di Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
COVER.pdf Download (2MB) |
|
Text (Bab I)
BAB I.pdf Download (395kB) |
|
Text (Bab II)
BAB II.pdf Restricted to Repository staff only until 13 January 2027. Download (313kB) |
|
Text (Bab III)
BAB III.pdf Restricted to Repository staff only until 13 January 2027. Download (298kB) |
|
Text (Bab IV)
BAB IV.pdf Restricted to Repository staff only until 13 January 2027. Download (543kB) |
|
Text (Bab V)
BAB V.pdf Download (260kB) |
|
Text (Daftar Pustaka)
DAFTAR PUSTAKA.pdf Download (190kB) |
|
Text (Lampiran)
LAMPIRAN.pdf Restricted to Repository staff only until 13 January 2027. Download (552kB) |
Abstract
Complaint handling is a key factor that can improve the quality of work and services in an organization. This process is carried out systematically to produce optimal results for the community. In this effort, the Surabaya City Government launched the Wargaku application (Wadah Aspirasi Rukun Tetangga, Rukun Warga, and Kampung Unggul), which serves as a means of communication between Surabaya City residents and the Surabaya City Government, as well as providing services to the community. Although this application has been running for three years, there are still some obstacles, such as the settlement of complaints that exceed the standard operating procedures (SOP) and inequality in the accessibility of its use. This study aims to describe and analyze how complaints are handled through the Wargaku application in Surabaya City. The method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation. Data analysis was carried out through the stages of collection, reduction, presentation, and conclusion drawing. The results showed that the handling of complaints through the Wargaku application was quite effective and in accordance with the SOP, but there were still some obstacles felt by the complainant, especially related to equal accessibility of using the application. These obstacles have an impact on the follow-up process and the resolution of complaints that are not always received with the same treatment. Therefore, it is hoped that the government, especially DINKOMINFO and the responsible OPD, can improve the accessibility and processing of complaints, so that public services to community complaints can be optimized
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HN Social history and conditions. Social problems. Social reform |
||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Febrina Fatmawati | ||||||||
| Date Deposited: | 13 Jan 2025 03:55 | ||||||||
| Last Modified: | 14 Jan 2025 06:42 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/33872 |
Actions (login required)
 |
View Item |