Effectiveness of Handling Complaints and Community Satisfaction in Population Administration Services in Malang City
DOI:
https://doi.org/10.58411/3ypev657Keywords:
Effectiveness of Complaints, Community Satisfaction, Public Services, Population Administration, Malang CityAbstract
The Malang City Government continues to strive to improve the quality of population administration services, especially in the effectiveness of the complaints system in Malang City Population and Civil Registration Service (Dispendukcapil).. Service standards set out in Decree of the Head of the Malang City Population and Civil Registration Department Number 188.451/66/35.73.409/2024 emphasizes transparency, accountability and responsiveness in handling public complaints. However, the effectiveness of the complaint system is still a challenge, especially in terms of speed of response, ease of access, and compliance with service standards. This research aims to measure the influence of the effectiveness of the complaints system on the level of community satisfaction in population administration services in Malang City. The method used is quantitative with approach survey towards the service user community. Data were analyzed using linear regression to test the relationship between complaint effectiveness variables and community satisfaction. The research results show that the effectiveness of the complaint system has a significant influence on community satisfaction. Factors such as response speed, information transparency, And easy access to complaint services contribute to increasing service user satisfaction. However, several obstacles are still found, such as lack of socialization of complaint mechanisms And variability in the speed with which complaints are handled. These findings emphasize the importance of increasing the effectiveness of the complaints system through optimization of digital mechanisms, improving HR skills, as well as continuous evaluation of service standards, to ensure better quality of service for the people of Malang City.
Downloads
References
Brewer, B. (2007). Citizen or customer? Complaints handling in the public sector. International Review of Administrative Sciences, 73(4), 549–556. https://doi.org/10.1177/0020852307083457
Budiarti, R. P. N., Sukaridhoto, S., Zuhdi, U., Rasyid, A., & Sonhaji, A. I. (2023). Implementation of Big Data Information System Using Open-Source Metabase for Civil Registration and Vital Statistics Data Visualization in Surabaya. International Journal on Informatics Visualization, 7(4), 2358–2365. https://doi.org/10.30630/joiv.7.4.1722
Collins, B., Abelson, J., & Pyman, H. (2019). Benefits from the standardisation of the complaint management system. Total Quality Management & Business Excellence, 30(11–12), 1312–1325. https://doi.org/10.1080/14783363.2019.1633295
Devereux, P. J., & Weisbrod, B. A. (2006). Does "satisfaction" with local public services affect complaints (voice) and geographic mobility (exit)? Public Finance Review, 34(2), 123–147. https://doi.org/10.1177/1091142105282963
Fitriani, R., Hidayanto, A. N., & Sandhyaduhita, P. I. (2016). Social Factors and Perceived Ease of Use in Adoption of Digital-Based Complaint Technology in Urban Environments. Journal of Information Technology Applications and Management, 23(2), 99-115.
Ghodousi, M., Alesheikh, A. A., Saeidian, B., Pradhan, B., & Lee, C. W. (2019). Evaluating citizen satisfaction and prioritizing their needs based on citizens’ complaint data. Sustainability (Switzerland), 11(17). https://doi.org/10.3390/su11174595.
Harijanti, S. D. (2020). Comparative Study of Public Complaint Systems: Indonesia and Australia. Journal of Comparative Public Administration, 12(1), 15-30.
Kadarasi, M., Wawointana, A., & Tarore, R. (2025). The implementation of standard operating procedures in public service complaint management: A case study at local district municipal authority in Malaysia. Social Sciences, 16(2), 210–218. https://doi.org/10.36478/sscience.2025.210.218
Kim, S., Kim, H., & Kim, J. (2022). The drivers and barriers of effective complaint handling in the BC public service: A case study. Canadian Public Administration, 65(3), 456–478. https://doi.org/10.1111/capa.12453
Lamsal, R., & Gupta, R. (2022). Citizen relationship management (CiRM): The past, present, and future of an emerging concept. Journal of Public Affairs, 22(3), e2567. https://doi.org/10.1002/pa.2567
Macfarlane, S. B., & AbouZahr, C. (2019). The Palgrave Handbook of Global Health Data Methods for Policy and Practice. The Palgrave Handbook of Global Health Data Methods for Policy and Practice, 1–532. https://doi.org/10.1057/978-1-137-54984-6
Mahbubah, N. (2019). The implementation of standard operating procedures in public service complaint management: A case study at local district municipal authority in Malaysia. Social Sciences, 14(4), 392–398. https://doi.org/10.36478/sscience.2019.392.398
Mayasiana, N. A., Dwimahendrawan, D., & Rohim, A. (2024). Empowering Citizens: The Key to Long-Lasting Improvements in Public Services. Revista de Gestão Social e Ambiental.RGSA Open Access Publications+1Ejournal APP IHI+1
Meutia, I., & Subriadi, A. P. (2021). Factors Influencing Community Intention to Use Technology-Based Complaint Systems in Smart Cities. Journal of Information Systems Engineering and Business Intelligence, 7(1), 23-30.
Murni, S., Suryadi, K., & Wijaya, A. (2023). Using human mobility patterns to forecast outliers in citizen complaints data. Journal of Urban Technology, 25(2), 45–60. https://doi.org/10.1080/10630732.2023.1155646
Nieto, D., & Alan, G. (2015). Garantizar el derecho a la identidad mediante la modernización integral del registro civil. https://api.semanticscholar.org/CorpusID:155946659
Okoth, K. O. (2023). Red Africa: Reclaiming Revolutionary Black Politics. Verso Books.Amazon+2Verso+2Taylor & Francis Online+2
Peters, B. G. (2016). Civil Registration and Vital Statistics as a Tool to Improve Public Management. Inter-American Development Bank, IDB-DP-473(August), 1–29.
Rosida, I., & Setyowati, E. (2021). The drivers and barriers of effective complaint handling in the BC public service: A case study. Canadian Public Administration, 63(4), 689–712. https://doi.org/10.1111/capa.12345
Sarafis, D., & Karamitsios, K. (2024). A Technological Survey on Citizen Complaint Management Systems and Future Advances. 2024 14th International Conference on Electrical Engineering (ICEENG), 265–269. https://api.semanticscholar.org/CorpusID:270740298
Simmons, R., & Brennan, C. (2013). Benefits from the standardisation of the complaint management system. Total Quality Management & Business Excellence, 24(7–8), 858–871. https://doi.org/10.1080/14783363.2013.791106
Sinlae, G. A., Latupeirissa, G., & Latupeirissa, J. (2022). Electronic-Based Public Complaint Systems: Enhancing Public Service Quality through Technology. Journal of Public Administration and Governance, 12(4), 45-60.
Valle-Cruz, D., & García-Contreras, R. (2023). Artificial Intelligence and Data-Based Technologies in Citizen Complaint Handling: Enhancing Efficiency and Transparency in Public Administration. Government Information Quarterly, 40(1), 101-115.
Wahid, F., Fakhri, M., & Rahayu, S. (2020). Citizen relationship management (CiRM): The past, present, and future of an emerging concept. Journal of Public Affairs, 20(1), e2056. https://doi.org/10.1002/pa.2056
Walls, J. (2018). Voice, responsiveness, and alternative policy venues: An examination of citizen satisfaction with public services. Public Administration Review, 78(1), 23–33. https://doi.org/10.1111/puar.12852
Widodo, T. (2019). Technological Limitations and Public Understanding in Complaint Mechanisms: Challenges to Effective Public Service Delivery. International Journal of Public Sector Performance Management, 5(3), 275-290.
Wu, Y., & Jung, K. (2016). Using human mobility patterns to forecast outliers in citizen complaints data. Journal of Urban Technology, 23(3), 67–84. https://doi.org/10.1080/10630732.2016.1155646
Yunita, A., Nugroho, R., & Prabowo, H. (2024). Variations in E-Government Implementation of Complaint Systems at the Regional Level in Indonesia. Journal of E-Government Studies and Best Practices, 2024, Article ID 123456.
Zhang, Z., Li, A., Xu, Y., Liang, Y., Jin, X., & Wu, S. (2022). Understanding citizens’ satisfaction with the government response during the COVID-19 pandemic in China: comprehensive analysis of the government hotline. Libr. Hi Tech, 41, 91–107. https://api.semanticscholar.org/CorpusID:250630546
Zhang, Z., Li, A., Xu, Y., Liang, Y., Jin, X., & Wu, S. (2023). Understanding citizens’ satisfaction with the government response during the COVID-19 pandemic in China: comprehensive analysis of the government hotline. Library Hi Tech, 41(1), 91–107. https://doi.org/10.1108/LHT-12-2021-0497
Downloads
Published
Issue
Section
License
Copyright (c) 2025 AYU WANDANI MUSTIKA RAHMA BAITS NUR (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
