Strategi Komunikasi Interpersonal dalam Pelayanan Publik: Analisis Pelayanan SKCK di Polres Lombok Barat

Gede Mustika; Siti Zaenab; Putu Somiartha

doi:10.63577/lis.v2i1.120

Authors

Gede Mustika Institut Agama Hindu Negeri Gde Pudja Mataram Author
Siti Zaenab Institut Agama Hindu Negeri Gde Pudja Mataram Author
Putu Somiartha Institut Agama Hindu Negeri Gde Pudja Mataram Author

DOI:

https://doi.org/10.63577/lis.v2i1.120

Keywords:

Communication Strategy, Interpersonal Communication, Public Service

Abstract

This research falls within the realm of public communication and police administration, focusing on the interpersonal communication model in the service of Police Clearance Certificates (SKCK) at the Satintelkam Polres Lombok Barat. The main issue being investigated is the suboptimal communication between officers and applicants, which affects the effectiveness of the service, as evidenced by the dominance of one-way communication, minimal feedback, and lack of empathy in interactions. The purpose of this research is to describe and analyze interpersonal communication practices in SKCK services and to evaluate their effectiveness in improving the quality of public service. This research uses a descriptive qualitative method, with data collection techniques including direct observation, in-depth interviews with five officers and ten SKCK applicants, and documentation of the service process. The findings show that although the officers are generally polite, the interpersonal communication is not structured and tends to be instructional without allowing for dialogue and clarification. This research contributes to the strengthening of interpersonal communication studies in the context of face-to-face public services within police institutions. These results are important as a foundation for developing ethical, empathetic, and adaptive public service communication standards that meet the needs of the community.

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