Responsiveness of the Surabaya City Police in Handling Reports of Criminal Acts in Surabaya City
DOI:
https://doi.org/10.55927/fjmr.v5i1.673Keywords:
Responsiveness, Complaints, Criminal ActsAbstract
This study aims to analyze the responsiveness of the Surabaya City Police in handling criminal reports in Surabaya City. Responsiveness is a willingness to help service users and provide services sincerely. This study uses a descriptive qualitative approach with data collection techniques through in-depth interviews, observation, and documentation. The theory used in this study is the theory proposed by Zeithaml et al (1990). This concept is known as the servqual model, which includes tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (caring). These five dimensions are benchmarks in assessing the extent to which public services are able to meet or even exceed community expectations. The results of the study indicate that the Surabaya City Police have been running well, but there are several obstacles that make it less than optimal, which include 6 indicators: the ability to respond to the community, speed in providing services, accuracy in providing services, accuracy in services, timeliness of services, and the ability to respond to complaints.
References
Anggraini, N. (2024). Responsivitas Pelayanan dalam Penanganan Pengaduan Tindak Kriminal di Polres Jombang.
Barlow, J.B., Rae, W.H. dan Pope, A. (1999). Low-speed wind tunnel testing (3rd editio). Wiley.
Dwiyanto, A. (2021). Mewujudkan good governance melalui pelayanan publik. Ugm Press.
Fega Herdini, A. W. (2020). Responsivitas Pelayanan Publik Dalam Menangani Keluhan Pelanggan Di Perusahaan Daerah Air Minum (Pdam) Kabupaten Nganjuk.
Hardiansyah. (2018). Kualitas Pelayanan Publik (Konsep, Dimensi, Indikator dan Implementasi). Gava Media.
Hartono, D. S. (1990). Analisis Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Peserta Askes Melalui Pendekatan Dimensi Servqual.
Hikmah S., N., & Fransisca Tonapa, J. (2024). Perancangan Dan Penetapan Standar Pelayanan Pada Kantor Kelurahan Wala-Walaya Kecamatan Tallo Kota Makassar. Admit: Jurnal Administrasi Terapan, 2(1), 158–170. https://doi.org/Https://Doi.Org/10.33509/Admit.V2i1.2550
Indonesia, P. P. (n.d.). Undang-undang (UU) Nomor 2 Tahun 2002 tentang Kepolisian Negara Republik Indonesia.
Ismail, I., & Rukmana, N. S. (2020). Responsivitas Pelayanan Publik Dalam Pengurusan Surat Izin Usaha Perdagangan Di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu (Dpmptsp) Kabupaten Sinjai. Jurnal Administrasi Publik, 16(1), 12. https://doi.org/Https://Doi.Org/10.52316/Jap.V16i1.27
Izzati, N. F. (2020). Ombudsman Sebagai Lembaga Pengawas Pelayanan Publik Di Indonesia. Sasi, 26(28).
Keputusan Menteri Pendayagunaan Aparatur Negara (KemenPAN) Nomor KEP/118/M.PAN/8/2004 Tentang Pedoman Umum Penanganan Pengaduan Masyarakat Bagi Instansi Pemerintah.
Kurniasih, D. R., Parawangi, A., & Andriana. (2022). Responsivitas Pelayanan Pengaduan Masyarakat Di Kepolisian Sektor Kecamatan Uluere Kabupaten Bantaeng. Kimap: Kajian Ilmiah Mahasiswa Administrasi Publik, 3(2), 459–472. https://doi.org/472.
Miles, M. B., M, H., & Saldana, J. (2014). Qualitative data analysis: a methods sourcebook. Universitas Indonesia.
Moleong, L. (2006). Metodologi Penelitian Kualitatif. Pt Remaja Rosdakarya.
Murdiyanto, E. (2020). Metode penelitian kualitatif (Sistematika penelitian kualitatif). Bandung: Rosda Karya, 12.
Nurfajriani, W. V., Ilhami, M. W., Mahendra, A., Afgani, M. W., & Sirodj, R. A. (2024). Triangulasi data dalam analisis data kualitatif. Jurnal Ilmiah Wahana Pendidikan, 10(17), 826–833.
Nurfaqirah, A. (2022). Perancangan Standar Pelayanan Publik pada Kantor Kelurahan Borongloe Kecamatan Bontomarannu Kabupaten Gowa. Politeknik STIA LAN Makassar.
Pambudi, B., & Rusmawati, D. (2022). Hubungan Antara Hardiness Dan Psychological Well Being Pada Siswa Kelas 11 Sma Negeri 2 Kota Magelang. Jurnal Empati, 11(1), 44–49.
Polrestabes Surabaya. (2025). Data pengaduan kriminalitas di Polrestabes Surabaya Tahun 2022 - 2024.
Rahmadani, K. (2023). Responsivitas Badan Penanggulangan Bencana Daerah (BPBD) dalam Tanggap Darurat Bencana Banjir di Kota Medan. (Doctoral Dissertation, Universitas Sumatera Utara), 9, 22239–22250.
Ramadani Riski, Mahsyar Abdul, & Rasdiana. (2022). Teori responsivitas pelayanan publik 2. KIMAP: Kajian Ilmiah Mahasiswa Administrasi Publik, 3(3).
Rasdiana, & Riski Ramadani. (2021). Responsivitas Penyelenggaraan Pelayanan Publik Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Bone. Jurnal Administrasi Publik, 17(2), 249–265. https://doi.org/10.52316/jap.v17i2.76
Sinambela, L. P., & Sinambela, S. (2019). Manajemen kinerja: pengelolaan, pengukuran, dan implikasi kinerja.
Sugiyono. (2017). Metode Penelitian Kualitatif. Alfabeta.
Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. In Sustainability (Switzerland) (Dr. Ir. Su, Vol. 11, Issue 1).
Syamsi Haeriah, A. N., Parawu, H. E., & Rasdiana, R. (2023). Responsivitas Aparat Pelayanan Surat Izin Mengemudi Di Polrestabes Kota Makassar. Kajian Ilmiah Mahasiswa Administrasi Publik (Kimap), 4(1), 26–38. https://doi.org/Https://Doi.Org/10.26618/Kimap.V4i1.10454
Thalia, C. (2018). Responsivitas Pelayanan Publik (Studi Pada Polsek Sukun Kota Malang). Universitas Brawijaya.
Tjiptono, F. (2019). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian (Cetakan 1). Yogyakarta: Penerbit Andi.
Zeithaml, V.A., Parasuraman, A. and Berry, L. . (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press.
Zeithaml;, V., Bitner, M. J., & Gremler, D. D. (2006). (2006). In Service Marketing: Integrating Customer Focus Accross The Firm.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Ario Dewandaru, Agus Widiyarta
This work is licensed under a Creative Commons Attribution 4.0 International License.
