Nursita, Khairunnisa Intan and Rahman, Amni Zarkasyi (2026) ANALYSIS OF INFORMATION REQUEST AND PUBLIC COMPLAINT SERVICES AT THE PPID OF CENTRAL JAVA PROVINCE TRANSPORTATION DEPARTMENT FROM RESPONSIVE GOVERNANCE PERSPECTIVE. Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

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Abstract

Transparency of public information and government responsiveness are important
principles in realizing responsive governance. This study focuses on the public
information request and complaint services organized by the Information and
Documentation Management Officer (PPID) at the Central Java Provincial
Transportation Department. Through these services, the government can identify
public needs, questions, and complaints, so the ability to respond to services is an
important aspect in assessing responsive government practices. However, in practice,
there is still a gap between the initial response to complaints and the follow-up to their
resolution. This study aims to analyze the responsiveness of public information request
and complaint services at the PPID of the Central Java Provincial Transportation
Department and identify factors that influence it from a responsive governance
perspective. The research approach used is descriptive qualitative, with data collected
through in-depth interviews, direct observation, and documentation studies. The
results of the study are expected to provide an overview of the level of responsiveness
of public information and complaint services at the PPID of the Central Java Provincial
Transportation Department and serve as recommendations for improving the quality
of public information services and follow-up to handling public complaints.
Keywords : Information Transparency, Public Complaints, PPID, Responsive
Governance
No. 152 Administrasi Publik 2026

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