The Online Complaint Services In Perspective Of New Public Service (Study At Communication And Informatics Agency Of Malang Municipality)

Samuda, Reyhan Aldaro (2017) The Online Complaint Services In Perspective Of New Public Service (Study At Communication And Informatics Agency Of Malang Municipality). Sarjana thesis, Universitas Brawijaya.


The Online Complaint Service organized by the Communications and Informatics Agency of Malang Municipality was background about the lack of maximum implementation of public services and is one form of public services that belong to the electronic govenrment made by the government of Malang. Online complaints service has been carried out since the issuance of Mayor of Malang Regulation 19 of 2010 on the implementation of complaint services in Malang Municipality government environment. Online complaint services in perspective of new public service, service in this case on the application and indicator of the form of online complaint services that reduce the quality of public services and as the realization of new public services in Malang. This research is descriptive research with qualitative approach and limited by three focus of research that is (1) public service (2) result of online complaint service based on website in Malang Municipality; (3) supporting factors and inhibiting factors. Data obtained through observation, interviews, field documentation. While data analysis used is data analysis Miles, Hubernman and Saldana. The results of this research show that Online Complaint Service in Prespective of New Public Service in Malang Municipality has been running well. This is shown by the community can easily complain or give aspirations to the government of Malang Municipality related public service through the website The online complaints-based service mechanism complies with the informative and interactive stages contained in E-Government theory. On the other hand, there are several obstacles, namely complaints from the public using online based website complaint services that there is no response from the government to solve the problem in a timely manner. Therefore, online complaints service based on website can run effectively need to be coordinated between communication and informatics office with every SKPD in Malang Municipality, need to increase the quantity and quality of human resources in every SKPD considering the many complaints from society which is not responded maximally.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FIA/2017/669/051708284
Uncontrolled Keywords: Online Complaint Service based on Website, New Public Service
Subjects: 300 Social sciences > 354 Public administration of economy and environment > 354.7 Public administration of commerce, communications, transportation > 354.75 Communications
Divisions: Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User: Kustati
Date Deposited: 28 Nov 2017 02:51
Last Modified: 30 Nov 2020 13:53
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