Strategi Komunikasi Disdagperinaker Kabupaten Karanganyar dalam Menangani Aduan Masyarakat melalui Website Sapamas

Abstract

Public complaints are an important part of public services that require an effective communication strategy to ensure that complaints can be properly received and followed up. The Karanganyar Regency Department of Trade, Industry, and Manpower (Disdagperinaker) utilizes the Sapamas Website as a digital platform for handling public complaints. This study aims to analyze the communication strategy implemented by Disdagperinaker Karanganyar Regency in handling public complaints through the Sapamas Website. This research uses a descriptive qualitative method with data collected through observation, interviews, and documentation. The analysis uses the communication strategy model of Cutlip, Center, and Broom, consisting of fact finding, planning, communicating/action, and evaluation, supported by SWOT analysis. The results show that Disdagperinaker Karanganyar Regency has implemented the four stages of communication strategy. The fact finding, planning, and communicating/action stages have been implemented well through digital media, complaint procedures, complaint forms, and responsive communication. The evaluation stage has also been implemented through complaint recapitulation and public information service reports, although improvements are needed in measuring public satisfaction and following up evaluation results. The findings highlight the importance of strengthening evaluation to improve public complaint services.