Analysis: Managing Public Complaints in Handling Waste in Padang City

Dwi Rizka Witria Gewe, Aldri Frinaldi, Erianjoni

2024

Abstract

Public service is the most basic and important thing for a government organization. Law Number 25 of 2009 concerning Public Services explains that the implementation of public services at least includes the implementation of complaint management, information management and counseling to the community. On the other hand, environmental issues are a major issue in almost all regions of Indonesia, including Padang City, which in 2023 Padang City will be categorized as a Waste Emergency City. The purpose of this article is to find out and analyze the strengths, weaknesses, opportunities and threats and strategies of community complaint management in waste handling. The method used is qualitative research with a descriptive approach in analyzing data using SWOT analysis as well as weighting and ranking IFAS and EFAS to determine the right strategy based on the characteristics of management complaints by Robert Johnston with 7 (seven) characteristics, namely Commitment, Visible, Accessible, Simplicity, Speed, Fairness and Confidential. From the research carried out, 46 variables were found from the SWOT aspect. Based on the results of the weighting and ranking of IFAS and EFAS in the SWOT analysis, the strength posture value was 0.120 and the competitive posture value was 0.156. This value lies in quadrant I (S, O) with the diversification strategy used, namely building cooperation with BUMN/BUMD/private sectors related to the management and promotion of complaint flows by installing flyers in facilities and public transportation, a more simplified flow, maximum use of social media and collaboration with influencers in Padang City.

Paper Citation

in Harvard Style

Gewe D., Frinaldi A. and Erianjoni. (2024). Analysis: Managing Public Complaints in Handling Waste in Padang City. In Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS; ISBN 978-989-758-752-8, SciTePress, pages 380-385. DOI: 10.5220/0013416800004654

in Bibtex Style

@conference{ichels24,
author={Dwi Gewe and Aldri Frinaldi and Erianjoni},
title={Analysis: Managing Public Complaints in Handling Waste in Padang City},
booktitle={Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS},
year={2024},
pages={380-385},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0013416800004654},
isbn={978-989-758-752-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS
TI - Analysis: Managing Public Complaints in Handling Waste in Padang City
SN - 978-989-758-752-8
AU - Gewe D.
AU - Frinaldi A.
AU - Erianjoni.
PY - 2024
SP - 380
EP - 385
DO - 10.5220/0013416800004654
PB - SciTePress