%A NIM. 12730001 WIDYA LARASATI
%O Rama Kertamukti, M.Sn
%T PENANGANAN PENGADUAN MASYARAKAT SEBAGAI
PENDUKUNG IKLIM ORGANISASI
(STUDI DESKRIPTIF KUALITATIF PENANGANAN PENGADUAN MASYARAKAT DI SEKSI
INFORMASI DAN SARANA KOMUNIKASI KANTOR IMIGRASI KELAS I YOGYAKARTA)
%X Complaint handling becomes an important thing that can be a medium to
improve the quality of work or services in an organization. This research describes
about complaint handling in Information and Communication section as the
division that handles the complaint received by Imigrasi Kelas I Yogyakarta
office. Complaints that received by organization can affect the employees’ work.
This research illustrates how public complaint handling supports the
organizational climate in this section (Information and Communication section).
The positive organizational climate can affect the quality of employees
performance, so that the better service will be provided by organization
This research uses qualitative descriptive method. The data was collected
using observation, in-depth interview and documentation. To check the validity of
the data, the author uses a triangualtion of sources.
The result of this research shows that public complaint handling supports
the organizational climate in this section in accordance with the dimension of
organizational climate of Stringer which include structure, standards,
responsibility, recognition, support and commitment. Organizational climate in
this section becomes pleasant because the employees feel that they have high
responsibility to face and finish the complaints, support each others and look for a
solution together. Moreover, the proudness of their work, motivation to do the
better work and loyality toward organization increase because of those public
complaint handling.
%K public complaint handling, organizational climate
%D 2016
%I UIN SUNAN KALIJAGA YOGYAKARTA
%L digilib20154