KUALITAS PELAYANAN OMBUDSMAN REPUBLIK INDONESIA PERWAKILAN PROVINSI JAWA TENGAH DALAM UPAYA MENANGANI LAPORAN DUGAAN MALADMINISTRASI

Abstract

Public service is an essential foundation in realizing efficient governance to fulfill the interests of the community. However, the quality of public service in Indonesia is still a challenge, as seen in the public's assessment of the services of the Ombudsman of the Indonesian Republic, Central Java Province in the last four years. This research was conducted to analyze the quality of service of the Ombudsman of the Indonesian Republic in Central Java Province in processing complaints of alleged maladministration, as well as to identify elements that influence the quality of service. The study implemented a qualitative method with a descriptive approach to describe the phenomenon comprehensively. This research is based on dimensions regarding service quality including five dimensions, namely, tangibility, reliability, responsiveness, assurance, and empathy. In addition, this research also considers elements that influence the quality of public service including: human resource factors, strategy, systems, and customers. The results of the study indicate that in general the quality of service is quite good, but there are still obstacles, especially in the mismatch between public expectations and the speed of report follow-up, as well as the uncertainty of the time for completing reports. In the services that have been carried out, there are supporting factors for service quality including effective strategy factors through the implementation of Standard Operating Procedures (SOP) and the presence of good system factors between internal work units, especially in terms of effective coordination and communication between service providers. There are still obstacles in the customer factor, namely the lack of public knowledge about the Ombudsman of the Indonesian Republic in Central Java Province, as well as in the human resources factor, especially related to the limited number of officers and the lack of officer training. To overcome this, it is necessary to optimize the increase in the number and training of officers, increase the socialization of services to the community, and target the timeliness of the report handling process, as well as improve physical facilities. These stages are expected to be able to advance the quality of Ombudsman services in supporting the achievement of efficient governance.