Vol. 2 No. 3 (2026): June
Articles

PUBLIC COMPLAINT SERVICE QUALITY FOR POLRI MEMBERS AT LAMPUNG REGIONAL POLICE

PDF
  • Oktavian Laido,
  • Malik
Oktavian Laido
Lampung Regional Police
Malik
Universitas Bandar Lampung

Published 2026-06-16

Keywords

  • Quality, Service, Complaint, Public

Abstract

This study uses a descriptive qualitative research design to describe and analyze the quality of public complaint services concerning Indonesian National Police (Polri) personnel at the Lampung Regional Police. Data were collected directly from field informants through interviews and document study. The findings show that: (1) in the tangibles dimension, complaint-service facilities are available, but supporting facilities and infrastructure remain limited; (2) in the reliability dimension, services are implemented according to procedures, although delays still occur in complaint handling and information delivery; (3) in the responsiveness dimension, service officers are fairly responsive, but the speed of follow-up on reports still needs improvement; (4) in the assurance dimension, officers have attempted to provide security and certainty to the public, yet some community members remain uncertain about complaint resolution; and (5) in the empathy dimension, officers demonstrate friendly and polite attitudes, but attention and communication need to be strengthened so that complainants feel more comfortable and respected throughout the complaint-service process.

PDF

References

  1. Campbell 2018, Campbell, D.T., 2019. Getting Ready for the Experimenting Society, in Saxe and fine (eds).
  2. Crosby, P. B. (2019). Quality is Free: The Art of Making Quality Certain. New York: McGraw-Hill
  3. Drucker, P. F. 2019. Management: Tasks, Responsibilities, Practices. New York: Harper & Row
  4. Dwiyanto, Agus, 2022. Penilaian Kinerja Organisasi Pelayanan Publik, Makalah Seminar Kinerja Organisasi Pelayanan Publik, FISIPOL, UGM, Yogyakarta.
  5. Flippo, Edwin B, 2020, Manajemen Sumber Daya Manusia, Jakarta.
  6. Garvin, D. A. (1987). “Competing on the Eight Dimensions of Quality.” Harvard Business Review, 65(6), 101–109.
  7. Goetsch, D. L., & Davis, S. B. (2016). Quality Management for Organizational Excellence: Introduction to Total Quality. Pearson.
  8. Heizer, J., Render, B., & Munson, C. (2017). Operations Management: Sustainability and Supply Chain Management. Pearson
  9. Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson Education
  10. Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy. Pearson.
  11. Malik Malik & Rina Karya Wardani, 2022, Implementasi Peraturan Menteri Sosial RI No. 12 Tahun 2019 tentang Izin Undian Gratis Berhadiah dalam Meningkatkan Kualitas Pelayanan pada Dinas Sosial Provinsi Lampung Jurnal: e-JKPP, Vol. 8 No. 1
  12. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing, 64(1), 12–40.
  13. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.