Authors : Fahrisal Husain, Tahir Kasnawi, Muhammad Ramli and Muhammad Ardi Ardi
Abstract: This research aims to examine the handling of public complaints and the implementation of standard operating procedure No. SOP-SDKM-HMS-02 dated 27th March, 2012 which have been applied by the complaint handling service unit of the Makassar government secretariat. Employing qualitative methodology, the research is a case study at service organization level in a natural context. Thus, it generates descriptive data, both spoken dan written data from the participants involved. The data were collected from documents and interviews with competent informants. The findings indicate that there are weaknesses of the implementation of the standard operating procedure, particularly in the coordination stage, follow-up stage and the stage of follow-up monitoring. The weaknesses also include the unavailability of case completion time or schedule and the poor coordination with complainants when cases are resolved. This has an implication for the low public contribution in submitting complaints.
Fahrisal Husain, Tahir Kasnawi, Muhammad Ramli and Muhammad Ardi Ardi, 2019. The Implementation of Standard Operating Procedures and the Complaint Handling Service Quality of the Government Secretariat of Makassar City, Indonesia. The Social Sciences, 14: 392-398.