Responsivitas Kinerja Dinas Pekerjaan Umum dan Penataan Ruang dalam Perbaikan Jalan di Simpang Beringin Kecamatan Hamparan Perak

Abstract

The Department of Public Works and Spatial Planning is one of the community services engaged in the infrastructure sector. Several observations show that there are performance problems at the Public Works and Spatial Planning Department regarding the responsiveness of road repair services, namely that there are still many damaged roads in Simpang Beringin, this has caused complaints of road damage to increase, the public feels that road damage repairs are not being responded to immediately. The Simpang Beringin community wants a response/response from the Public Works and Spatial Planning Department officials to provide services that meet community expectations and that all complaints can be responded to. This research aims to analyze the responsiveness of the performance of the Public Works and Spatial Planning Department of North Sumatra Province in handling these road repairs. The research method used in this study is qualitative research with a descriptive nature, with data collection techniques of direct observation, in-depth interviews, literature study and documentation. The research results show that, based on the six responsiveness indicators according to Zeithaml et al in Rismawati et al, the responsiveness of the North Sumatra Province Public Works and Spatial Planning Service can be said to be quite responsive in handling repairs. This is proven by the fact that not all public complaints received can be responded to quickly, although there are still several obstacles that need to be optimized, such as the response to public complaints and the accuracy in handling problems by the Public Works and Spatial Planning Department of North Sumatra province. Then, the obstacles for the Public Works and Spatial Planning Department of North Sumatra province in handling complaints are limited budget, availability of materials and tools, weather, lack of information about complaint flow.