ANALISIS HUKUM KEPUASAN MASYARAKAT TERHADAP PELAYANAN POLISI REPUBLIK INDONESIA DI POLSEK WOLO

Mustamin Mustamin; Ruslan Renggong; Baso Madiong

doi:10.35965/ijlf.v7i2.6071

Authors

Mustamin Mustamin Kepolisian Daerah Sulawesi Selatan
Ruslan Renggong Program Studi Ilmu Hukum Program Pascasarjana Universitas Bosowa
Baso Madiong Program Studi Ilmu Hukum Program Pascasarjana Universitas Bosowa

DOI:

https://doi.org/10.35965/ijlf.v7i2.6071

Keywords:

Kepuasan Masyarakat, Kualitas Pelayanan, Integritas Hukum, Citra Lembaga, Partisipasi Publik

Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kepuasan masyarakat terhadap pelayanan yang diberikan oleh Polisi Republik Indonesia di wilayah Polisi Sektor Wolo serta mengidentifikasi faktor-faktor yang memengaruhinya. Tingkat kepuasan masyarakat diukur menggunakan analisis statistik deskriptif yang menunjukkan bahwa pelayanan di Polsek Wolo secara umum berada dalam kategori sangat baik dengan rata-rata skor keseluruhan 4,63 dan standar deviasi 0,4823. Layanan pada Sentra Pelayanan Kepolisian Terpadu (SPKT), Pembuatan SKCK, serta Penerbitan Surat Kehilangan dan Izin Keramaian mendapatkan penilaian sangat baik, sementara Penanganan Pengaduan Masyarakat hanya memperoleh kategori cukup dengan rata-rata skor 2,97. Analisis normatif penelitian ini mengacu pada Undang-Undang Dasar Negara Republik Indonesia Tahun 1945 (UUD NRI 1945), khususnya Pasal 1 Ayat (3) yang menegaskan bahwa Indonesia adalah negara hukum, dan Pasal 28D Ayat (1) yang menjamin hak atas pengakuan, jaminan, perlindungan, dan kepastian hukum yang adil serta perlakuan yang sama di hadapan hukum. Selain itu, Undang-Undang Nomor 2 Tahun 2002 tentang Kepolisian Negara Republik Indonesia menegaskan tugas Polri dalam memberikan perlindungan, pengayoman, dan pelayanan kepada masyarakat (Pasal 13), serta Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik yang menekankan prinsip transparansi, akuntabilitas, dan partisipasi masyarakat. Pengaruh positif dari kualitas pelayanan, integritas petugas, dan citra lembaga menunjukkan kesesuaian dengan amanat hukum tersebut, meskipun lemahnya pengaruh partisipasi publik mencerminkan belum optimalnya pemenuhan kewajiban hukum dalam melibatkan masyarakat dalam peningkatan pelayanan publik.

This study aims to analyze the level of public satisfaction with police services at the Wolo Police Sector and to identify the influencing factors through a quantitative and normative approach. The results reveal that most administrative services—such as those at the Integrated Police Service Center (SPKT), the issuance of Police Clearance Certificates (SKCK), as well as lost document reporting and event permits—received very high satisfaction ratings. The average satisfaction score reached 4.63, indicating that administrative services were delivered effectively and aligned with public expectations. However, the handling of public complaints was rated only as sufficient, with an average score of 2.97. Multiple linear regression analysis indicated that service quality, officer integrity, and institutional reputation had a significant positive influence on public satisfaction. In contrast, public participation and responsiveness showed a positive but statistically insignificant effect. These findings reflect an imbalance between the effectiveness of administrative services and the responsiveness of complaint handling, which is closely tied to citizen engagement. This study emphasizes the need for reformulating public complaint mechanisms to be more transparent, accountable, and participatory as a critical step in strengthening the rule of law within police services.

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