Responsivitas Dinas PU Bina Marga dan Sumber Daya Air dalam Menangani Keluhan Kerusakan Jalan Kabupaten Sidoarjo

Abstract

The Department of Public Works of Highways and Water Resources of Sidoarjo Regency is one of the public service bureaucracies engaged in infrastructure. Several observations indicate that there are problems at the Public Works Department of Highways and Water Resources of Sidoarjo Regency regarding the responsiveness of road repair services, namely that there are still many damaged roads in the Sidoarjo Regency area, this causes complaints of road damage to increase, people feel that road damage repairs are not immediately responded to. The people of Sidoarjo Regency want a response from the apparatus of the Public Works Department of Highways and Water Resources to provide services that meet the expectations of the community and all complaints can be responded to. By using a qualitative descriptive method, this study aims to describe and analyze the responsiveness of the Public Works Department of Highways and Water Resources of Sidoarjo Regency in handling road damage complaints. This responsiveness analysis uses five indicators of responsiveness theory by Agus Dwiyanto, namely, the presence of public complaints, the attitude of the meeting to respond to complaints, complaints as a reference for service improvement, the actions of the apparatus to provide service satisfaction, and the placement of service users in the applicable service system.