PERAN PELAYANAN PUBLIK DALAM MENINGKATKAN CIVIC ENGAGEMENT PADA MASYARAKAT (Studi Deskriptif Lapak Aduan Banyumas)

Abstract

This study aims to determine the role of the Banyumas Complaint Stalls in improving civic engagement, constraints in its implementation, and efforts made in overcoming these obstacles. This research uses a qualitative approach with descriptive methods. Data collection techniques include observation, interviews, documentation and literature studies. The subjects in this study were the Head of the Banyumas Complaint Stalls, the Admin of the Banyumas Complaint Stalls, Banyumas community leaders, and Banyumas religious leaders. Data analysis used by researchers uses the stages of data collection, data reduction, data presentation and drawing conclusions. The results of this study indicate that: 1) Banyumas Complaint Stalls as an effective and efficient communication bridge between the community and the local government through social media to increase community participation in participating in political decisions. 2) The uneven distribution of people who use social media due to the education and economic factors of the Banyumas people are still relatively low, thus affecting the lack of knowledge about the benefits of the Banyumas Complaint Stalls presented on social media and website. 3) The importance of the government's role in continuing to consistently socialize the benefits of Banyumas Complaint Stalls both through social media and direct visits to each region, besides that there is a need to involve community leaders to absorb and convey some of the aspirations of the community.