Aristi , Ashridewanti (2025) RESPONSIVITAS PELAYANAN PUBLIK OMBUDSMAN REPUBLIK INDONESIA PERWAKILAN PROVINSI LAMPUNG: STUDI KASUS EFISIENSI DAN AKURASI PROSES PENERIMAAN DAN VERIFIKASI LAPORAN. FAKULTAS ILMU SOSIAL DAN ILMU POLITIK, UNIVERSITAS LAMPUNG.
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Abstract
Penelitian ini bertujuan untuk menganalisis responsivitas pelayanan publik Ombudsman Republik Indonesia Perwakilan Provinsi Lampung, khususnya dalam aspek efisiensi dan akurasi pada proses penerimaan dan verifikasi laporan masyarakat. Lembaga ini memiliki peran strategis sebagai pengawas eksternal pelayanan publik yang bertugas menangani pengaduan terkait dugaan maladministrasi. Meningkatnya jumlah laporan masyarakat dari tahun ke tahun menunjukkan peningkatan kesadaran masyarakat terhadap hak-haknya, namun juga menimbulkan tantangan terhadap kualitas layanan yang diberikan. Penelitian ini menggunakan metode kualitatif deskriptif dengan teknik pengumpulan data berupa wawancara, observasi, dan dokumentasi. Analisis dilakukan dengan menggunakan teori responsivitas dari Zeithaml yang meliputi enam indikator: kemampuan merespon pelanggan, kecepatan, ketepatan, kecermatan, ketepatan waktu, serta kemampuan menanggapi keluhan. Hasil penelitian menunjukkan bahwa Keasistenan Penerimaan dan Verifikasi Laporan (PVL) di Ombudsman RI Perwakilan Provinsi Lampung telah menunjukkan upaya responsif, meskipun masih menghadapi kendala seperti keterbatasan sumber daya manusia, kurangnya pemahaman masyarakat mengenai prosedur pelaporan, serta hambatan teknologi yang mempengaruhi efektivitas verifikasi laporan. Temuan ini menekankan pentingnya penguatan edukasi publik, penyederhanaan prosedur, serta pelatihan berkelanjutan bagi asisten PVL. Penelitian ini memberikan kontribusi teoretis terhadap kajian administrasi publik serta implikasi praktis dalam penguatan kapasitas pelayanan lembaga pengawas yang responsif dan terpercaya. Kata Kunci: Responsivitas, Pelayanan Publik, Ombudsman, Verifikasi Laporan This study aims to analyze the responsiveness of public services of the Ombudsman of the Republic of Indonesia Representative of Lampung Province, especially in the aspects of efficiency and accuracy in the process of receiving and verifying public reports. This institution has a strategic role as an external supervisor of public services in charge of handling complaints related to alleged maladministration. The increasing number of public reports from year to year shows an increase in public awareness of their rights, but also raises challenges to the quality of services provided. This research uses descriptive qualitative methods with data collection techniques in the form of interviews, observation, and documentation. The analysis was conducted using Zeithaml's responsiveness theory which includes six indicators: ability to respond to customers, speed, accuracy, accuracy, timeliness, and ability to respond to complaints. The results showed that the Report Receiving and Verification Assistantship (PVL) at the Ombudsman RI Representative of Lampung Province has shown responsive efforts, although it still faces obstacles such as limited human resources, lack of public understanding of reporting procedures, and technological barriers that affect the effectiveness of report verification. The findings emphasize the importance of strengthening public education, simplifying procedures, and continuous training for PVL assistants. This research provides theoretical contributions to the study of public administration as well as practical implications in strengthening the service capacity of responsive and trusted supervisory institutions. Keywords: Responsiveness, Public Service, Ombudsman, Report Verification
| Item Type: | Other |
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| Subjects: | ?? 350 ?? |
| Divisions: | Fakultas ISIP > Prodi Administrasi Bisnis |
| Depositing User: | UPT . Siswanti |
| Date Deposited: | 10 Nov 2025 04:14 |
| Last Modified: | 10 Nov 2025 04:14 |
| URI: | http://digilib.unila.ac.id/id/eprint/92910 |
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