ANALISIS RESPONSIVITAS PELAYANAN BLU UPTD (BADAN LAYANAN UMUM UNIT PELAKSANA TEKNIS DINAS) TRANS SEMARANG PADA BRT (BUS RAPID TRANSIT) TRANS SEMARANG

Abstract

BRT Trans Semarang has received many complaints since 2022 due to service problems and suboptimal service quality and public satisfaction. BLU UPTD Trans Semarang is indicated to not have optimal responsiveness in BRT Trans Semarang services. This study aims to analyze the responsiveness of BLU UPTD Trans Semarang services on BRT Trans Semarang and its supporting factors. This study uses the responsiveness theory of Agus Dwiyanto, namely whether or not there have been complaints from service users during the past year, the attitude of bureaucratic officials in responding to complaints from service users, the use of complaints from service users as a reference for improving service delivery in the future, various actions of bureaucratic officials to provide service satisfaction to service users, and the placement of service users by bureaucratic officials in the applicable service system. This study uses qualitative descriptive and data collection techniques with observation, interviews, and documentation. The results of the study show that BLU UPTD Trans Semarang generally has responsive service on BRT Trans Semarang, but there are problems, such as the number of complaints is high and increasing, the response to complaints on social media is not yet open, the follow-up of complaints about infrastructure is not optimal, the delivery of information on route changes is not optimal, not every officer is friendly, and the arrival of buses is not fast. Then, the supporting factors, namely awareness, rules, organization, income, ability and skills, and service facilities. Suggestions that need to be done, namely responding to complaints with AI chatbots, compiling SOPs for handling complaints, transparency of the status of the complaint handling process, disseminating information papers on route changes, and providing backup bus infrastructure.