Pengaruh Kualitas Pelayanan, Integritas, dan Kompetensi Aparatur Sipil Negara terhadap Efektivitas Sistem Pengaduan Masyarakat Menggunakan Metode KPK Whistleblower
DOI:
https://doi.org/10.31334/38x1pd98Kata Kunci:
kualitas pelayanan, integritas, kompetensi, whistleblower, efektivitas, KPKAbstrak
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, integritas, dan kompetensi Aparatur Sipil Negara (ASN) terhadap efektivitas sistem pengaduan masyarakat menggunakan metode KPK Whistleblower. Sistem pengaduan yang efektif merupakan indikator penting dalam tata kelola pemerintahan yang transparan dan akuntabel. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan survei terhadap responden yang terlibat dalam proses pengaduan. Data dianalisis menggunakan regresi linier berganda untuk mengukur kontribusi masing-masing variabel. Berdasarkan hasil analisis, ditemukan bahwa kualitas pelayanan (X1) memberikan pengaruh sebesar 70,9% terhadap efektivitas sistem pengaduan, menunjukkan bahwa responsivitas, kemudahan akses, dan kejelasan prosedur pelayanan sangat menentukan keberhasilan pengaduan. Integritas (X2) berkontribusi sebesar 61,9%, menegaskan bahwa kejujuran dan konsistensi ASN dalam menangani pengaduan berpengaruh signifikan terhadap kepercayaan masyarakat. Sementara itu, kompetensi (X3) memberikan dampak sebesar 60,0%, mengindikasikan bahwa kemampuan teknis dan pemahaman prosedur Whistleblower KPK turut meningkatkan efektivitas sistem. Secara simultan, ketiga variabel (X1, X2, X3) menjelaskan 76,0% varians efektivitas pengaduan, sementara sisanya dipengaruhi faktor lain di luar model. Temuan ini memperkuat teori bahwa kinerja birokrasi yang baik melalui pelayanan berkualitas, integritas tinggi, dan kompetensi memadai dapat meningkatkan akuntabilitas pengaduan. Implikasi praktisnya, pemerintah perlu memperkuat pelatihan ASN, menerapkan sistem reward and punishment, dan meningkatkan pengawasan internal untuk memaksimalkan efektivitas sistem Whistleblower. Penelitian ini memberikan rekomendasi bagi pemangku kebijakan untuk mengoptimalkan tiga aspek tersebut guna mendukung tata kelola pemerintahan yang bersih dan responsif.
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