KONSEP DAN KEPENTINGAN PENGADUAN AWAM DARIPADA PERSPEKTIF ISLAM DAN MODEN: SUATU SOROTAN LITERATUR

Abstract

This article discusses the concept and importance of public complaints (PC) as a result of a review of 22 literatures (2008-2019). It aims to identify what are the discussion of PC and how its importance from Islamic and modern perspectives in the literature. Public Complaints (PC) means grievances, comments or suggestions due to a customer›s dissatisfaction against public services delivery. It is one of the government essential mechanisms to identify problems and weaknesses in services and to produce best solution. In organization's governance, especially in the century, the community views are important input. There are two main reasons for PC i.e., due to organization failure to provide the best service and also to resolve previous complaints. From the study it is found that the most discussed issues related to PC from