MANAJEMEN KOMPLAIN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG

RIZKI, RIZKI and Nurmah, Nurmah and Marpaung, Zailani Surya (2022) MANAJEMEN KOMPLAIN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is entitled complaint management at the one stop integrated services and investment office of palembang city. The research is motivated by existence of several complaints that have not been completed, the response to complaints is still not fast, especially on online complaints and the frequent rotation of employees but does not provide training facilities. Complaints are one way to improve service quality and access for the community to convey messages and empressions of the services they receive. The purpose of this study is to describe the management of complaints in the investment office and one stop integrated service in the city of palembang. This type of research is descriptive qualitative. This type of data collection is done by means of observation, interviews, and documentations. The data analysis techniques used is data collection, data condensation, data persentation, and conlusion drawing. The result of this study are based on krasovitsky theory with twelve dimensions which are considered good but there are indicators that are still not good. Suggestion put forward are in the field of complaints not to mix up the duties of the complaint officer who handles complaint directly and online complaint, conduct sosialization and education to the public about the information on the flow of complaint handling settlement mechanisms and conduct skills training or education about serving the community to human resources who manage complaints. Keyword : Complaint Management, Public Service, And Customer/Community Satisfaction

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Manajemen Komplain, Pelayanan Publik, Kepuasan Pelanggan/Masyarakat
Subjects:	J Political Science > JA Political science (General) > JA1-92 Political science (General) J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Rizki Rizki
Date Deposited:	05 Aug 2022 02:43
Last Modified:	05 Aug 2022 02:43
URI:	http://repository.unsri.ac.id/id/eprint/76119

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