Kualitas Kinerja Ombudsman Republik Indonesia Dalam Penyelesaian Laporan Maladministrasi Pelayanan Publik (Studi Pada Ombudsman Republik Indonesia)

Hutagalung, Rivaldo Daniel and Dr. Muhammad Nuh, SIP, M.Si and Eko Wahyudi, S.AP., M.AP (2023) Kualitas Kinerja Ombudsman Republik Indonesia Dalam Penyelesaian Laporan Maladministrasi Pelayanan Publik (Studi Pada Ombudsman Republik Indonesia). Sarjana thesis, Universitas Brawijaya.

Abstract

Kualitas kinerja pada pelayanan publik sangat penting untuk mencapai kepuasan masyarakat. Dengan kualitas yang baik, pelayanan publik dapat memberikan solusi yang efektif dan efisien bagi kebutuhan masyasakat. Ombudsman adalah lembaga independen yang bertugas menangani pengaduan terkait kesalahan administrasi dan memastikan praktik tata kelola yang baik. Tujuan penelitian ini adalah untuk mendeskripsikan, menganalisis kualitas kinerja Ombudsman RI dalam penyelesaian laporan maladministrasi pelayanan publik berdasarkan indikator Tangibles, Reliability, Responsiveness, Assurance, Empathy. Penelitian ini menggunakan metode kualitatif dengan pendekatan narrative research design dengan data primer dari hasil wawancara, data sekunder meliputi analisis dokumen dan laporan resmi, serta kajian literatur yang relevan. Melalui penelitian ini diharapkan dapat memberikan pemahaman yang mendalam tentang pentingnya kualitas kinerja pelayanan publik agar dapat memenuhi kebutuhan dan harapan masyarakat. Selain itu, hasil penelitian ini juga diharapkan dapat menjadi dasar bagi pemerintah dan instansi terkait dalam mengimplementasikan strategi dan program untuk meningkatkan kualitas pelayanan public dalam penyelesaian laporan maladministrasi. Hasil penelitian menunjukkan bahwa kualitas kineija Ombudsman Republik Indonesia dalam penyelesaian laporan maladministrasi pelayanan publik dari aspek Tangibles melibatkan penampilan pegawai, kebersihan dan kenyamanan dalam pelayanan publik. Reliability yang melibatkan konsistensi dan ketepatan waktu dalam pelayanan. Responsiveness dengan memenuhi kebutuhan dan keluhan pelapor kepada terlapor. Assurance melibatkan kepercayaan dan keyakinan pelapor terhadap kompetensi dan integritas pelayanan telah diterapkan oleh keasistenan ORIA Empathy untuk memahami dn merespon perasaan serta kebutuhan pelapor telah dijalankan oleh keasistenan ORI dengan optimal. Namun, tantangan dalam kualitas kinerja dalam penyelesaian laporan maladministrasi yaitu keterbatasan anggaran, keterbatasan sumber daya manusia (SDM), dan kerjasama antar instansi terlapor.

English Abstract

The quality of performance in public services is very important to achieve community satisfaction. With good quality, public services can provide eflective and eflicient solutions for community needs. The Ombudsman is an independent institution tasked with handling complaints regarding administrative errors and ensuring good govemance practices. This study aims to describe and analyze the quality of the performance of the Indonesian Ombudsman in completing public service maladministration reports based on Tangibles, Reliability, Responsiveness, Assurance, and Empathy indicators. This study uses a qualitative method with a narrative research design approach with primary data from interviews, and secondary data including analysis of official documents and reports, as well as a review of relevant literature. This research is expected to provide an in-depth understanding of the importance of the quality of public service performance to meet the community's needs and expectations. In addition, the results of this research are also expected to be the basis for the government and related agencies in implementing strategies and programs to improve the quality of public services in resolving maladministration reports. The results showed that the quality of the performance of the Ombudsman of the Republic of Indonesia in completing public service maladministration reports from the Tangibles aspect involved employee appearance, cleanliness and comfort in public services. Reliability involves consistency and timeliness in service. Responsiveness by meeting the needs and complaints of the complainant to the reported party. Assurance involves the reporter's trust and confidence in the competence and integrity of services that have been implemented by the assistantship of the Ombudsman of the Republic of Indonesia. Empathy to understand and respond to the feelings and needs of the reporter has been optimally carried out by the assistantship of the Ombudsman of the Republic of Indonesia. However, performance quality challenges in completing maladministration reports are budget constraints, limited human resources (HR), and cooperation between the reported agencies.

Item Type:	Thesis (Sarjana)
Identification Number:	0523030234
Uncontrolled Keywords:	Kualitas Kinerja, Ombudsman RI, Maladministrasi, Pelayanan Publik- Performance Quality, Ombudsman RI, Maladministration, Public Service
Subjects:	300 Social sciences > 351 Public administration
Divisions:	Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User:	Endang Susworini
Date Deposited:	30 Oct 2023 07:13
Last Modified:	30 Oct 2023 07:13
URI:	http://repository.ub.ac.id/id/eprint/203937

Text (DALAM MASA EMBARGO) Rivaldo DANIEL Hutagalung.pdf Restricted to Registered users only until 31 December 2025. Download (43MB)

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