IMPLEMENTATION PROGRAM COMPLAINT HANDLING PUBLIC SERVICE

Abstract

This research aims to determine the implementation of the "Sambat Nang Cak Eri" Complaint Handling Program in Improving the Quality of Public Services in Semolowaru Subdistrict, Surabaya City, which is one of the complaint channels created to realize the community's rights as users of public services. The research method used is a descriptive research method with a qualitative approach. The selection of informants is key informants for the village head and complaint handling program facilitators as well as other informants who are still related to the scope of service performance. Data collection techniques are through observation, interviews, and documentation, while data analysis techniques are through data reduction, data presentation, and drawing conclusions. The results of this research explain that the implementation carried out by the organizers in achieving the target of improving the quality of public services has been carried out in accordance with the 3 (three) indicator elements from David C. Korten, as follows: 1). Program elements, appropriate balance between clarity of strategies used by residents in achieving stated goals and expectations of the community. 2). Elements of program implementation, suitability between the program and the implementing organization. meaning that coordination between the tasks given and the organization's ability to carry them out must be as maximum as possible and 3). Elements of the target group, program objectives and results set by the implementing organization must be aligned so that the program objectives can be achieved. Measurement through the three indicators has resulted in the finding that the three research element indicators are compatible. So it is hoped that this research will be a new finding that the complaint service provided by the government can be a form of commitment in seeing the quality of public services that occur.