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Abstrak (Bhs. Indonesia)

Abstrak
Penelitian berjudul “Audit Komunikasi Pelayanan Publik pada Layanan Dinas Sosial PPPA Kabupaten Banjarnegara” bertujuan untuk mengevaluasi kualitas komunikasi dalam pelayanan publik melalui audit komunikasi, dengan fokus pada perilaku dan kompetensi petugas. Latar belakang penelitian ini adalah penurunan nilai Indeks Kepuasan Masyarakat (IKM) tahun 2023 dibandingkan tahun 2022, khususnya pada dimensi perilaku dan kompetensi pelaksana layanan. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus eksplanatori. Data dikumpulkan melalui wawancara semi-terstruktur, observasi, dokumentasi, angket pendukung, dan Focus Group Discussion (FGD), dengan informan utama dari masyarakat/perangkat desa sebagai pengguna layanan dan pegawai dinas sebagai pelaksana. Hasil audit menunjukkan bahwa perilaku petugas dinilai cukup positif dan sesuai harapan masyarakat, ditandai dengan sikap ramah, adil, profesional, serta kemampuan membangun komunikasi dua arah. Kompetensi petugas juga dinilai baik karena mereka memahami kebijakan, memiliki keterampilan teknis dan komunikasi, serta mampu bekerja lintas unit. Pelatihan dan evaluasi internal turut memperkuat profesionalisme. Namun, beberapa masyarakat mengeluhkan kurangnya kesiapan petugas dalam menghadapi situasi tak terduga. Teori komunikasi interpersonal digunakan untuk menekankan pentingnya komunikasi empatik dan terbuka dalam membangun kepercayaan. Rekomendasi mencakup penguatan umpan balik, pelatihan komunikasi berkelanjutan, audit rutin, serta optimalisasi media sosial.
Kata kunci: Komunikasi, Audit Komunikasi, Pelayanan Publik, Perilaku, Kompetensi

Abtrak (Bhs. Inggris)

Abstract
The study entitled "Public Service Communication Audit at the PPPA Social Service of Banjarnegara Regency" aims to evaluate the quality of communication in public services through a communication audit, focusing on the behavior and competence of officers. The background of this study is the decline in the value of the Community Satisfaction Index (IKM) in 2023 compared to 2022, especially in the dimensions of behavior and competence of service implementers. The study uses a qualitative approach with an explanatory case study method. Data were collected through semi-structured interviews, observations, documentation, supporting questionnaires, and Focus Group Discussions (FGD), with key informants from the community/village apparatus as service users and service employees as implementers. The audit results showed that the behavior of officers was considered quite positive and in accordance with community expectations, characterized by a friendly, fair, professional attitude, and the ability to build two-way communication. Officer competence was also considered good because they understood policies, had technical and communication skills, and were able to work across units. Internal training and evaluations also strengthened professionalism. However, some people complained about the lack of readiness of officers to deal with unexpected situations. Interpersonal communication theory is used to emphasize the importance of empathetic and open communication in building trust. Recommendations include strengthening feedback, ongoing communication training, regular audits, and optimizing social media. 
Keywords: Communication, Communication Audit, Public Service, Behavior, Competence

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