Dampak Komunikasi Pelayanan Publik Polsek Jatisampurna dalam Membangun Kepuasan Masyarakat: Analisis Model Komunikasi Harold Lasswell

Abstract

Abstract

This study aims to analyze the impact of public service communication in the General Section of Jatisampurna Police Sector (Polsek Jatisampurna) in fostering public satisfaction through the perspective of Harold Lasswell's Communication Model, which emphasizes the elements of who, says what, in which channel, to whom, and with what effect. The research employed a qualitative approach, with data collected through interviews, observations, and documentation. The data were analyzed using data reduction, data display, and conclusion drawing techniques. The findings indicate that the who element is reflected in the competence and communicative attitudes of service officers as communicators. The says what element is manifested through the delivery of clear and easily understood service procedure information. The in which channel element is implemented through face-to-face communication supported by service information media, while the to whom element refers to community members as service recipients with diverse informational needs. The implementation of these communication elements generates with what effect, including enhanced public understanding of service procedures (cognitive effect), increased feelings of comfort, trust, and satisfaction with the services provided (affective effect), as well as a tendency among service recipients to seek further confirmation regarding service completion times due to the absence of specific information on service duration (conative effect). These findings demonstrate that the effective integration of communication elements in Lasswell's Communication Model contributes to improving the quality of public service communication and fostering public satisfaction.

Keywords: Communication Effects, Harold Lasswell's Communication Model, Public Satisfaction, Public Service Communication