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Complaint Handling Model as an Instrument of Public Service in Higher Education: The Case of Jenderal Soedirman University
Wisnu Widjanarko, Tri Nugroho Adi

Departement of Communication Science
Faculty of Social and Political Science
Jenderal Soedirman University


Abstract

A new paradigm in public services in Indonesia which is increasing participation and active role of stakeholders becoming a one of indicator for a good public institution. For this reason, a communication mechanism is needed that can connect the interests of two parties institution and stakeholder, so that public expectations are fulfilled and the performance of public institution can be held accountable. This also applies in context of higher education institution, like Jenderal Soedirman University as a state universities with the status of public service entities where public service orientation and stakeholder satisfaction are an integral part in implementing institution mandates in of education, research and community service activities. The aims of this study is to identify what kind of communication mechanisms is need to be carried out in realizing a culture of public participation and active role in higher education institution as one of the public service entities in Indonesia. The informants in this study are representation students, student council and student group interest, who were the biggest beneficiary groups that institution served. sing a focus group discussion approach as a data collection technique and interactive model as a data analysis technique, a number of finding are identified, that are communication channels that are friendly to access, give respond quickly with respect and personally and giving progress report as communication mechanism in managing student aspirations and complaints. Those findings are expected to be facilitated by university management so that they can improve and maintain the quality of services, realize stakeholder satisfaction and become an instrument for controlling the performance of their apparatus. This management of complain handling is not to violate the independence of universities, on the other hand is to identify best practice minimum standards that will protect the rights of students, staff and the university itself.

Keywords: Complaint Handling, Public Relations, Public Service, Higher Education

Topic: Public Policy, Public Service and Sustainable Development

Link: https://ifory.id/abstract/Qzmh2ud9LKJy

Conference: The 3rd International Conference On Social Transformation, Community, And Sustainable Development (STCSD 2019)

Plain Format | Corresponding Author (Wisnu Widjanarko)

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