Dewandaru, Ario (2026) Responsivitas Polrestabes dalam Penanganan Laporan Tindakan Kriminal di Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the responsiveness of the Surabaya City Police in handling criminal reports in Surabaya City. Responsiveness is a willingness to help service users and provide services sincerely. This study uses a descriptive qualitative approach with data collection techniques through in-depth interviews, observation, and documentation. The theory used in this study is the theory proposed by Zeithaml et al (1990). This concept is known as the servqual model, which includes tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (caring). These five dimensions are benchmarks in assessing the extent to which public services are able to meet or even exceed community expectations. The results of the study indicate that the Surabaya City Police have been running well, but there are several obstacles that make it less than optimal, which include 6 indicators: the ability to respond to the community, speed in providing services, accuracy in providing services, accuracy in services, timeliness of services, and the ability to respond to complaints.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) > JA51 Public management J Political Science > JF Political institutions (General) > JF1338-2112 Public administration J Political Science > JF Political institutions (General) > JF1501-1521 Civil service |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | ARIO DEWANDARU | ||||||||
| Date Deposited: | 02 Mar 2026 03:21 | ||||||||
| Last Modified: | 02 Mar 2026 03:21 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/49984 |
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