Khampak, Nataniel Paulus (2021) Implementasi Peraturan Wali Kota Malang Nomor 19 Tahun 2010 Tentang Penyelenggaraan Pelayanan Penanganan Pengaduan Di Lingkungan Pemerintah Kota Malang (Studi Di Kecamatan Klojen, Kota Malang ). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

The government as the service provider is obliged to give top priority in the fieldof service to complaints originating from the community. In principle, publiccomplaints services to the government are sought to make it easier for people whowill submit their complaints, among others, by providing a complaint facility orwebsite to facilitate public complaints to government agencies related to servicesreceived by the community. This study aims to identify and describe theimplementation of the implementation of complaint services carried out by theKlojen District government in terms of Perwali No. 19 of 2010. to find out anddescribe what are the driving and inhibiting factors for the implementation ofcomplaint services in Klojen District. This research is descriptive qualitative byusing juridical and empirical approach and selecting several informants bypurposive sampling and the data sources used are primary and secondary. Thisresearch is entitled Implementation of Mayor's Regulation No. 19 of 2010concerning the Implementation of Complaint Handling Services in the MalangCity Government. The results of this study can be concluded that thecommunication that runs is maximized, the resources owned by the KlojenDistrict Government are adequate, the attitude of the implementers, the behaviorof the ASN has been running shows a good service system, there are onlyimprovements on the communication side, the bureaucratic structure is good too,there are Some of the supporting factors are that technology is adequate,community participation is very good, what is important to improve is communityinvolvement in encouraging services in the sub-district, the inhibiting factor isinadequate Human Resources in the Complaints section and the coordinationpattern is still not optimal.

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