Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints

Main Article Content

Dwiyanto Indiahono


The purpose of this study is to provide an overview of the success of the Banyumas Complaint Outlet (Lapak Aduan Banyumas/ LAB) in increasing public trust in the government. One of the goals of bureaucratic reform is to build citizens’ trust, but it is rarely discussed how the bureaucracy initiates bureaucratic reform by building trust in citizens. This research used qualitative research methods, data collection techniques used are interviews, observation, and documentation. The data analysis techniques used were interactive data analysis and content analysis. LAB offers a framework that gives trust to the public to complain, many complaints from the public will create external pressure from the bureaucracy to make improvements to bureaucratic performance. Performance improvements of the bureaucracy will increase public trust. The increase in public trust in the government is evidenced by the high interest of citizens to provide suggestions and input to the government regarding public services or facilities. A simple complaint system and quick response has proven to strengthen public trust. Bureaucratic reform can be started by earning citizens’ trust.


Download data is not yet available.

Article Details

How to Cite
INDIAHONO, Dwiyanto. Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints. Policy & Governance Review, [S.l.], v. 5, n. 2, p. 146-163, mar. 2021. ISSN 2580-4820. Available at: <https://journal.iapa.or.id/pgr/article/view/347>. Date accessed: 27 july 2021. doi: https://doi.org/10.30589/pgr.v5i2.347.


Aminudin, A. (2019). Democratize Health Policy Through Citizen’s Charter in North Bengkulu District. Policy & Governance Review, 2(3), 232–244. https://doi.org/10.30589/pgr. v2i3.103

Andhika, L. R. (2018). Meningkatkan Kepercayaan Publik Terhadap Pemerintah Melalui Redesain Proses Kebijakan. Jurnal Ilmu Pemerintahan : Kajian Ilmu Pemerintahan Dan Politik Daerah, 3(1), 24. https://doi. org/10.24905/jip.v3i1.831

Andhika, L. R., Nurasa, H., Karlina, N., & Candradewini, C. (2018). Logic Model of Governance Innovation and Public Policy in Public Service. Policy & Governance Review, 2(2), 85–98. https://doi.org/10.30589/pgr.v2i2.86

Ayuningtyas, D., Rayhani, M., Misnaniarti, M., & Maulidya, A. N. (2018). Implementation of Mental Health Policies toward Indonesia Free Restraint. Policy & Governance Review, 2(2), 161–173. https://doi.org/10.30589/ pgr.v2i2.85

Beshi, T. D., & Kaur, R. (2020). Public Trust in Local Government: Explaining the Role of Good Governance Practices. Public Organization Review, 20(2), 337–350. https://doi. org/10.1007/s11115-019-00444-6

Bolkan, S. (2018). Threat, Coping, and Cost: Protection Motivation in the Context of Consumer Complaining. Communication Research, 45(6), 840–861. https://doi. org/10.1177/0093650215600492

Breitsohl, J., Khammash, M., & Griffiths, G. (2010). E-business complaint management: Perceptions and perspectives of online credibility. Journal of Enterprise Information Management, 23(5), 653–660. https://doi. org/10.1108/17410391011083083

Brennan, C., & Douglas, A. (2002). Complaints procedures in local gover nment: Informing your customers. International Journal of Public Sector Management, 1 5 (3), 219–236. ht t ps://doi. org/10.1108/09513550210414569

de Araujo, D. von B., & Franco, M. (2017). Trust- building mechanisms in a coopetition relationship: a case study design. International Journal of Organizational Analysis, 25(3), 378–394. https://doi. org/10.1108/IJOA-04-2016-1012

Denhardt, J. V., & Denhardt, R. B. (2003). The New Public Service: Serving, Not Steering. M.E. Sharpe, Inc.

Gruber, T. (2011). I want to believe they really care: How complaining customers want to be treated by frontline employees. Journal of Service Management, 22(1), 85–110. https:// doi.org/10.1108/09564231111106938

Hammami, S. M., & Triki, A. (2011). Exploring the information technology contribution toservice recovery performance through knowledge based resources. Vine, 41(3), 296–314. https:// doi.org/10.1108/03055721111171627

Hsieh, S. Y. (2012). Using complaints to enhance quality improvement: Developing an analytical tool. International Journal of Health Care Quality Assurance , 2 5 (5), 453–461. ht t ps://doi. org/10.1108/09526861211235946

Imawan, A., Irianto, G., & Prihatiningtias, Y. W. (2019). Peran Akuntabilitas Pemerintah Desa Dalam Membangun Kepercayaan Publik. Jurnal Akuntansi Multiparadigma, 10 (1). https://doi.org/10.18202/ jamal.2019.04.10009

Istanbulluoglu, D., Leek, S., & Szmigin, I. T. (2017). Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour. European Journal of Marketing, 51(5–6), 1109–1128. https:// doi.org/10.1108/EJM-04-2016-0204

Janita, M. S., & Miranda, F. J. (2018). Quality in e-Government services: A proposal of dimensions from the perspective of public sector employees. Telematics and Informatics, 35(2), 457–469. https://doi. org/10.1016/j.tele.2018.01.004

Kim, K., & Baker, M. A. (2020). The Customer Isn’t Always Right: The Implications of Illegitimate Complaints. Cornell Hospitality Quarterly, 61(2), 113–127. https://doi. org/10.1177/1938965519889288

Kuckartz, U. (2019). Qualitative Text Analysis: A Systematic Approach. Springer International Publishing. https://doi.org/10.1007/978- 3-030-15636-7_8

Kumar, M., & Kumar, N. (2016). Three dimensions of service recovery: examining relationship and impact. Supply Chain Management, 21(2), 273–286. https://doi.org/10.1108/ SCM-03-2015-0086

Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi. org/10.1108/IJSE-04-2017-0151

Lapak-Aduan-Banyumas. (2020). Lapak Aduan Banyumas. http://lapakaduan. banyumaskab.go.id/

Loukis, E. N., Maragoudakis, M., & Kyriakou, N. (2020). Artificial intelligence-based public sector data analytics for economic crisis policymaking. Transforming Government: People, Process and Policy. https://doi. org/10.1108/TG-11-2019-0113

Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis: A Methods Sourcebook and The Coding Manual for Qualitative Researchers. SAGE.

Minelli, A., & Ruffini, R. (2018). Citizen feedback as a tool for continuous improvement in local bodies. International Journal of Public Sector Management, 31(1), 46–64. https:// doi.org/10.1108/IJPSM-01-2017-0010

Moussa, M., McMurray, A., & Muenjohn, N. (2018). A Conceptual Framework of the Factors Influencing Innovation in Public Sector Organizations. The Journal of Developing Areas, 52(3), 231–240. https://doi. org/10.1353/jda.2018.0048

Neo, B. S., & Chen, G. (2007). Dynamic Governance: Embedding Culture Capabilities and Chande in Singapura. World Scientific Publishing Co. Pte. Ltd.

Nulhusna, R., Sandhyaduhita, P. I., Hidayanto, A. N., & Phusavat, K. (2017). The relation of e-government quality on public trust and its impact on public participation. Transforming Government: People, Process and Policy, 11(3), 393–418. https://doi. org/10.1108/TG-01-2017-0004

Nurhidayati, D. (2019). Does Digital Public Service Complaint Promote Accountability? A Comparative Analysis of Upik Yogyakarta and Qlue Jakarta. Policy & Governance Review, 3(2), 127–141. https://doi. org/10.30589/pgr.v3i2.139

Ohemeng, F. L. K., Obuobisa Darko, T., & Amoako- Asiedu, E. (2019). Bureaucratic leadership, trust building, and employee engagement in the public sector in Ghana. International Journal of Public Leadership, 16(1), 17–40. https://doi.org/10.1108/ijpl-05-2019- 0018

Parry, J., & Hewage, U. (2009). Investigating complaints to improve practice and develop policy. International Journal of Health Care Quality Assurance, 22(7), 663–669. https:// doi.org/10.1108/09526860910995001

Pillay, P. (2017). Public trust and good governance : a comparative study of Brazil and South Africa. African Journal of Public Affairs, 9(8), 31–47.

Pramusinto, A. (2014). Building Complaint Handling Mechanisms For Effective Leadership. Bisnis & Birokrasi Journal, 20(3), 144–152. https://doi.org/10.20476/ jbb.v20i3.3203

Ross, H. L., & Littlefield, N. O. (1978). Complaint as a Problem-Solving Mechanism. Law & Society Review, 12(2 (Winter, 1978)),199–216.

Ryngelblum, A. L., Vianna, N. W. H., & Rimoli, C. A. (2013). The ways companies really answer consumer complaints. Marketing Intelligence and Planning, 31(1), 54–71. https://doi. org/10.1108/02634501311292920

Shin, H., & Larson, L. R. L. (2020). The bright and dark sides of humorous response to online customer complaint. European Journal of Marketing. https://doi.org/10.1108/EJM- 08-2018-0522

Singh, V., Jain, A., & Choraria, S. (2016). Exploring the Role of Complaint Handling among Complaining Consumers. Vision, 20(4), 331–344. https://doi. org/10.1177/0972262916668739

Stauss, B., & Schoeler, A. (2004). Complaint management profitability: What do complaint managers know? Managing Service Quality: An International Journal, 14(2), 147–156. https://doi. org/10.1108/09604520410528572

Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j. giq.2019.01.001

Vos, J. F. J., Huitema, G. B., & Lange-Ros, E. (2008). How organisations can learn from complaints. The TQM Journal, 20(1), 8–17. https://doi. org/10.1108/09544780810842866

Wibowo, Y. S., Luddin, M. R., & Sari, E. (2019). Understanding Organizational Commitments in the Public Sector: A Case Study of Commissioners and Investigators at The Business Competition Supervisory Commission (KPPU). Policy & Governance Review, 3(3), 208–224. https://doi. org/10.30589/pgr.v3i3.152

Widiyatno, E. (2018). Pemkab Banyumas Luncurkan Lapak Aduan. https://republika.co.id/berita/ nasional/daerah/18/10/11/pgfh5j368- pemkab-banyumas-luncurkan-lapak-aduan

Wirtz, J., & Lwin, M. O. (2009). Regulatory focus theory, trust, and privacy concern. Journal of Service Research, 12(2), 190–207. https:// doi.org/10.1177/1094670509335772

Zahra, B. F., Oly, N. N., Sachin, K., Egide, K. G., & Diane, P. (2020). Building trust in multi-stakeholder collaborations for new product development in the digital transformation era. Benchmarking: An International Journal, 28(1), 205–228. https://doi.org/10.1108/ BIJ-04-2020-0164