RESPONSIVITAS PELAYANAN PUBLIK PADA PENGELOLAAN PENGADUAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA SEMARANG

Abstract

Central Java Province in 2023 ranked second with the highest number of public reports at 17.8%, with Semarang City accounting for the highest 13% of total complaints. The substance of population administration in the Java Island region is the second highest complaint. Based on the Community Satisfaction Survey, complaint handling at the Semarang City Population and Civil Registration Office has the lowest score of any other element. This study investigates how public service responsiveness in handling complaints at the Population and Civil Registration Office of Semarang City along with its driving and inhibiting factors. The method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation. This study uses the theory of public service responsiveness indicators according to Zeithaml et al. (2015). The results showed that responsiveness in handling complaints was good seen from all indicators, but there were still things that needed to be optimized, namely the indicators of the Ability to Respond to Every Customer, Speed of Service, and Accuracy of Service. The driving factors consist of organizational factors, ability factors, and regulatory factors in the organization. There are inhibiting factors consisting of employee awareness factors, facility factors, and income factors.