Istikomah, Kartini (2017) Pengaruh Dimensi Keberhasilan Penyampaian Pengaduan Yang Dimediasi Oleh Niat Dalam Melakukan Pengaduan Pelayanan Publik (Studi Kasus Di Lembaga Negara Ombudsman Republik Indonesia). Doctor thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan memahami dinamika perilaku mengadu masyarakat atas pelayanan publik yang dilakukan di Lembaga Negara Ombudsman Republik Indonesia (ORI) yang telah mengalami perkembangan dan pergeseran perilaku pengadu dengan berkembangnya teknologi informasi diantaranya media sosial yang telah diadopsi oleh Ombudsman RI untuk melakukan pengaduan. Tujuan penelitian ini untuk mengetahui dan menjelaskan pengaruh 1) budaya individu, 2) persepsi nilai pengaduan, 3) peluang keberhasilan, 4) sikap terhadap pengaduan yang dimediasi oleh niat mengadu terhadap perilaku mengadu secara langsung dan tidak langsung. Penelitian ini merupakan penelitian exsplanatory yaitu menguji hipotesis penelitian. Penelitian ini dilakukan melalui survei kuesioner online yang menggunakan google-form. Sasaran awal penyebaran kuesioner adalah masyarakat yang pernah melakukan pengaduan ke Ombudsman RI baik di kantor pusat dan perwakilan di seluruh provinsi di Indonesia. Jawaban kuesioner online yang terbuka secara umum untuk periode 24 Oktober – 25 November 2015 telah diperoleh 324 respon. Selanjutnya dipastikan terdapat 99 sampel responden yang menjawab dengan lengkap yang diidentifikasikan bahwa mereka benar sebagai responden yang pernah mengadu ke Ombudsman RI. Alat analisis yang digunakan adalah Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa budaya individu, peluang keberhasilan pengaduan, dan sikap terhadap pengaduan berpengaruh positif dan signifikan terhadap niat mengadu. Niat mengadu berpengaruh signifikan terhadap perilaku mengadu. Hasil penelitian selanjutnya menunjukkan bahwa budaya individu, persepsi nilai pengaduan, peluang keberhasilan pengaduan dan sikap terhadap pengaduan berpengaruh secara langsung terhadap perilaku pengaduan.
English Abstract
This research aims at understanding the dynamics of people’s complaint behavior toward public service forwarded to Ombudsman State Institution of Republic of Indonesia (ORI) that has observed development and shift of complainant’s behavior with the developing information technology such as social media, which has been provide by Ombudsman RI to take complaints. The objectives of this research are to find out and to explain the direct and indirect impact of 1) individual culture, 2) complaint perceived value, 3) complaint chance of success, 4) attitude toward complaint mediated by complaint intention on complaint behavior. This study is explanatory research that tests the research hypothesis. This study was conducted through online questionnaire survey using google form. The initial targets of the questionnaire distribution were the people who had filed complaints with Ombudsman State Institution of Republic of Indonesia (Ombudsman RI), either with Ombudsman RI main office or the representatives in all provinces in Indonesia. The open-to-public online questionnaire during the period of 24 October – 25 November 2015 obtained 324 responses. From the 324 responses, 99 respondents who fully completed the questionnaire were identified as having filed complaints with Ombudsman RI. Partial Least Square (PLS) was used as the analysis instrument. The research results showed that individual culture, complaint chance of success, and attitude toward complaint had positive and significant effects on complaint intention. Complaint intention had a positive and significant effect on complaint behavior. Furthermore, the results indicated that individual culture, complaint perceived value, complaint chance of success, and attitude toward complaint had direct impact on complainant’s behavior.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/352.88/IST/p/2017/061712423 |
| Uncontrolled Keywords: | CONSUMER COMPLAINTS - MANAGEMENT, PUBLIC ADMINISTRATION, CIVIL SERVICE |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.8 Public administration of general forms of control > 352.88 Use of wacthdog and oversight agencies |
| Divisions: | S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 03 Apr 2018 04:51 |
| Last Modified: | 25 Dec 2020 17:51 |
| URI: | http://repository.ub.ac.id/id/eprint/9096 |
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