Sephia Madini, Tukiman Tukiman

Responsiveness Of Community Complaint Services In Gresik Regency Police Department

Introduction

Responsiveness of community complaint services in gresik regency police department. Evaluates the responsiveness of community complaint services at Gresik Regency Police Department, finding generally good service quality in speed, appropriateness, and complaint handling.

Abstract

The purpose of this study was to determine the level of responsiveness of complaint services at the Gresik Regency Resort Police. This research method uses a type of quantitative research with a case study approach. The informants in this study were the head of SPKT, complaints service officers, call center officers and people who had made complaints. The data collection techniques used are observation and interviews. The results showed that in general the Responsiveness Level of Community Complaint Services at the Gresik Regency Resort Police as measured using indicators put forward by Zeithaml consisting of Officers / Administrators Perform Services Quickly, and Officers / Administrators Perform Services Appropriately in a very good category. Responding to Every Customer / Applicant Who Wants to Get Service, Officers / Administrators Perform Services Carefully, Officers / Administrators Perform Services with the Right Time, and All Customer Complaints are Responded to by Officers in the category quite well or quite responsive.

Review

This study provides a focused assessment of the responsiveness of community complaint services within the Gresik Regency Police Department. Employing a quantitative research approach within a case study framework, the paper aims to determine the current level of service responsiveness. The selection of informants, including departmental heads, service officers, call center personnel, and community complainants, along with the use of observation and interviews for data collection, suggests a comprehensive effort to gather diverse perspectives on the service quality. The abstract effectively sets the stage for understanding the practical implications of the findings for local policing and community engagement. The findings indicate a generally positive level of responsiveness, categorizing indicators such as officers performing services quickly and appropriately as "very good." Other crucial aspects, including officers responding to every customer, performing services carefully, within the right time, and responding to all customer complaints, were categorized as "quite well" or "quite responsive." This nuanced distinction, measured against Zeithaml's indicators, provides valuable insight into the specific strengths of the Gresik Regency Police Department's complaint services and highlights areas where responsiveness, while satisfactory, could still be enhanced. The use of established service quality indicators adds credibility to the assessment framework. While the study offers a valuable snapshot of service responsiveness, a deeper methodological explanation would benefit the full paper, particularly regarding the integration of quantitative data with the seemingly qualitative data collection methods (observation and interviews with specific informants) within a "quantitative case study." Furthermore, the distinction between "very good" and "quite well" findings naturally opens avenues for targeted improvements; future research could delve into the underlying factors contributing to areas that are only "quite well" responsive. Investigating these aspects could provide actionable recommendations for the Gresik Regency Police Department to further elevate their complaint handling mechanisms and foster stronger community trust.

Full Text

Comments

You need to be logged in to post a comment.