Anggraini, Silvia (2025) Peningkatan Kualitas Pelayanan Pengaduan Masyarakat Dalam Mewujudkan Good Governance Di Kantor Camat Lubuk Batu Jaya Kabupaten Indragiri Hulu. Masters thesis, Universitas Islam Riau.

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Abstract

Complaint services at the Lubuk Batu Jaya Sub-District Office are facilities provided by local governments to receive, process, and respond to complaints or complaints from the public. The purpose of this study was to describe the quality of community complaint services at the Lubuk Batu Jaya Sub-District Office, Indragiri Hulu Regency and to find out the obstacles in the implementation of community complaint services at the Lubuk Batu Jaya Sub-District Office, Indragiri Hulu Regency. This type of research is descriptive qualitative. This study involved several informants who were considered to understand and master the problems under study. informants in this study include: Sub-District Head, Sub-District Secretary, General Sub-District Head, Sub-District Office Employees and the community. Based on the results of the study, it is known that in providing services to the community, the Lubuk Batu Jaya Sub-District Office tries to fulfill the dimensions of public service quality consisting of the Tangible dimension (physical form), the Reliability dimension, the Responsiveness dimension, the Assurance dimension and the Emphaty dimension. Then there are obstacles in improving the quality of public complaints in realizing good governance at the Lubuk Batu Jaya Sub-District Office, Indragiri Hulu Regency, including the limited number of human resources at the Lubuk Batu Jaya Sub-District Office, Indragiri Hulu Regency, the facts found are that the number of employees at the Lubuk Batu Jaya Sub-District Office, Indragiri Hulu Regency is only 11 people. Then the lack of supporting infrastructure, Lack of public awareness, People may not know the proper procedures or channels for filing complaints, so they are reluctant to do so and there is no complaint call center service, Limited and unavailable accessibility (for example, no online platform or limited operating hours) causes people to be unable to file complaints.

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