@article{MAKHILLTSS2019141224823,
    title = {The Implementation of Standard Operating Procedures and the Complaint
Handling Service Quality of the Government Secretariat of
Makassar City, Indonesia},
    journal = {The Social Sciences},
    volume = {14},
    number = {12},
    pages = {392-398},
    year = {2019},
    issn = {1818-5800},
    doi = {sscience.2019.392.398},
    url = {https://makhillpublications.co/view-article.php?issn=1818-5800&doi=sscience.2019.392.398},
    author = {Fahrisal,Tahir,Muhammad and},
    keywords = {Standard operating procedure,bureaucratic performance,service quality,public satisfaction,complaint handling,poor coordination},
    abstract = {This research aims to examine the handling of public complaints and the implementation of standard
operating procedure No. SOP-SDKM-HMS-02 dated 27th March, 2012 which have been applied by the
complaint handling service unit of the Makassar government secretariat. Employing qualitative methodology,
the research is a case study at service organization level in a natural context. Thus, it generates descriptive data,
both spoken dan written data from the participants involved. The data were collected from documents and
interviews with competent informants. The findings indicate that there are weaknesses of the implementation
of the standard operating procedure, particularly in the coordination stage, follow-up stage and the stage of
follow-up monitoring. The weaknesses also include the unavailability of case completion time or schedule and
the poor coordination with complainants when cases are resolved. This has an implication for the low public
contribution in submitting complaints.}
    }