Kualitas Pelayanan Ombudsman Perwakilan Kalimantan Selatan dalam Menindaklanjuti Laporan Pengaduan Masyarakat Kota Banjarmasin

Service Quality of the South Kalimantan Representative Ombudsman in Following Up the Banjarmasin City Complaint Report

  • Beni Akhmad Universitas Lambung Mangkurat
  • Mita Sari Universitas Muhammadiyah Palangkaraya
Keywords: Quality, Service, Ombudsman, Report Follow-up

Abstract

This research focuses on exposure to the quality of service of the Ombudsman of the Republic of Indonesia Representative of South Kalimantan and various efforts made in following up reports on complaints from the public in Banjarmasin on administrative matters carried out by bureaucrats in public service agencies/organizations that hinder or reduce the fulfillment of excellent service for the people. The research approach used is qualitative. This study uses interview guidelines as a research instrument. Qualitatively, this study found that, based on the Gronroos service quality model, the service of the Ombudsman of the Republic of Indonesia Representative of South Kalimantan in following up public complaints reports in accordance with Law Number 37 of 2008 concerning the Ombudsman of the Republic of Indonesia with reference to Article 24 to Article 38, in following up on complaints from the public, the Ombudsman is impartial and able to be an effective communication facilitator between the organizer and users of public services so that each party can obtain rights and fulfill its obligations. The study found the main factor in the Ombudsman's service constraints in following up the report because of the lack of information and knowledge of the community about formal and material requirements that must be completed when submitting a complaint report. From the results of these studies, researchers recommend increasing information and knowledge about the functions, duties, and authorities of the Ombudsman by conducting socialization activities to the public, students, and public service providers.

Downloads

Download data is not yet available.

References

Alham, A. 2017. Kewenangan Lembaga Ombudsman dalam Mengawasi Tindakan Penyalahgunaan Wewenang oleh Pemerintah Ditinjau dari Undang-Undang Nomor 37 Tahun 2008 tentang Ombudsman Republik Indonesia. Legal Opinion: Jurnal Ilmu Hukum, 5, 1-17.
Astuti, H.J. 2007. Analisis Kepuasan Konsumen (Servqual Model dan Important Performance Analysis Model). Media Ekonomi, 7, 1-20.
Daim, N.A. 2019. Urgensi Pengaturan Lembaga Negara Khusus dalam Undang-Undang Dasar 1945. Jurnal Konstitusi, 16, 105-126.
Eka, E. 2017. Kualitas Pelayanan Publik di Kantor Camat Rumbai Pesisir. Jurnal Niara, 9, 100-109.
Jogiyanto, H.M. 2009. Sistem Informasi. Yogyakarta: Andi Offset.
Marbun, F.H. 2016. Kinerja Ombudsman Republik Indonesia Perwakilan Provinsi Riau dalam Penanganan Laporan Masyarakat Kota Pekanbaru. Jurnal Online Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik Universitas Riau, 3, 1-11.
Prasastono, N. & Pradapa, S.Y.F. 2012. Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kentucky Fried Chicken Semarang Candi. Dinamika Kepariwisataan, 11, 13-23.
Pratiwie, D.W. 2012. Urgensi Keberadaan Ombudsman Republik Indonesia dalam Rangka Mewujudkan Good Governance (Ditinjau dari Undang-Undang Nomor 37 Tahun 2008 tentang Ombudsman Republik Indonesia). Yuriska: Jurnal Ilmiah Hukum, 4, 63-79.
Putro, S.W., Semuel, H., & Brahmana, R.K. 2014. Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Pelanggan dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2, 1-9.
Rahayu, S. & Rachman, A.A. 2013. Penyusunan Anggaran Perusahaan. Yogyakarta: Graha Ilmu.
Schumaker, P.D. & Getter, R.W. 1977. Responsiveness Bias. American Journal of Political Science, 21, 567-600.
Sellang, K. 2016. Administrasi dan Pelayanan Publik: Antara Teori dan Aplikasinya. Yogyakarta: Penerbit Ombak.
Undang-Undang Nomor 37 Tahun 2008 tentang Ombudsman Republik Indonesia
Wulan, R.R. & Mustam, M. 2017. Peningkatan Kualitas Pelayanan Publik dalam Rangka Reformasi Birokrasi di Kantor Pertanahan Kota Semarang. Journal of Public Policy and Management Review, 6, 259-279.
Published
2019-06-01
How to Cite
Akhmad, B., & Sari, M. (2019). Kualitas Pelayanan Ombudsman Perwakilan Kalimantan Selatan dalam Menindaklanjuti Laporan Pengaduan Masyarakat Kota Banjarmasin. Anterior Jurnal, 18(2), 143-151. https://doi.org/10.33084/anterior.v18i2.806