Putri, Aulia Tarish Febiana and , Achmad Miftah Farid,S.H .,M.H (2026) Efektivitas Mekanisme Pengaduan Masyarakat Dalam Rangka Peningkatan Kualitas Pelayanan Publik Di Desa Bendan Sebagai Wujud Good Governance. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aims to analyze the community complaint mechanism implemented in Bendan Village, Banyudono District, Boyolali Regency, and to assess the extent of its effectiveness in improving the quality of public services as a form of good governance principles. This research employs an empirical legal research method with a sociological juridical approach. Data were collected through in-depth interviews with the village head, village officials, PKK members, and community figures, supplemented by documentation and field observation. The findings reveal that the community complaint mechanism in Bendan Village operates through two channels: a hierarchical structural channel starting from the Neighborhood Unit (RT), Community Unit (RW), hamlet, up to the village government, and a direct channel to village officials. The mechanism is supported by a strong culture of deliberation (musyawarah), close social relations between the community and village officials, and fairly active community participation. In general, the complaint mechanism has been sufficiently effective in resolving community issues and maintaining social stability. When reviewed under Law Number 25 of 2009 on Public Services, the mechanism partially complies with its provisions, particularly regarding the community's right to submit complaints under Article 18 and the participation principle under Article 4. However, several weaknesses remain, including the absence of a written Standard Operating Procedure (SOP) as required by Article 21, and complaint management that has not yet been fully transparent and accountable in accordance with Article 36. Good governance principles such as efficiency and legal certainty are still rated low, while participation and effectiveness in maintaining social order are considered high
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Effectiveness, Community Complaint Mechanism, Public Services, Good Governan |
| Subjects: | K Law > Indonesia Law > Perangkat Hukum > Lembaga Bantuah Hukum(LBH) K Law > Indonesia Law |
| Divisions: | Fakultas Hukum > S1 Ilmu Hukum |
| Depositing User: | AULIA TARISH FEBIANA PUTRI |
| Date Deposited: | 16 May 2026 00:28 |
| Last Modified: | 16 May 2026 00:28 |
| URI: | http://eprints.ums.ac.id/id/eprint/145370 |
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