Responsivitas Pemerintah Kabupaten Jember terhadap Aduan Masyarakat melalui Program Wadul Guse

Abstract

The purpose of this study is to describe and explain the responsiveness of the Jember Regency Government in addressing public complaints through the program. This research employs a descriptive qualitative method, with data collection techniques including observation, interviews, and documentation. Data validity is ensured through source triangulation. Furthermore, the data are analyzed using the interactive model developed by Miles and Huberman. The results of this study indicate that the responsiveness of the WADUL GUSE public complaint program can be categorized as fairly responsive. This is based on six responsiveness criteria proposed by Zeithaml, namely responsiveness ability, speed, accuracy, carefulness, timeliness, and the ability to handle complaints. However, there is one aspect that remains less optimal, namely timeliness in service, particularly in the follow-up process of complaints. Complaints that have been forwarded to the relevant Regional Apparatus Organizations (OPD) still require a relatively long time to be resolved. This is due to the high volume of complaint queues being processed as well as differences in the level of urgency of each complaint.