Komunikasi Transparansi dan Akuntabilitas Polri dalam Penguatan Kepercayaan Publik: Studi Kasus Penanganan Pengaduan Masyarakat
DOI:
https://doi.org/10.59246/aladalah.v4i2.1884Keywords:
government communication, transparency, accountability, public trustAbstract
Public trust in the Indonesian National Police (Polri) has fluctuated in recent years, particularly following several ethical violations and legal case-handling practices perceived as lacking transparency. This study examines government communication practices based on transparency and accountability in strengthening public trust in Polri, with a focus on the management of public complaints. Using a qualitative descriptive case study approach, the research analyzes secondary data from official Polri reports, public media, and relevant academic literature. The findings identify three key dimensions: transparency of public information through digital channels, communication responsiveness in handling complaints, and public accountability through performance reporting. Although the Dumas Presisi system has improved institutional openness and accountability, the communication practices remain largely semi-symmetrical and insufficiently participatory. Theoretically, this study extends the Two-Way Symmetrical Communication Theory by introducing the dimension of social empathy. Practically, it recommends strengthening Polri’s public communication to become more transparent, human-centered, and participatory in order to enhance institutional trust.
References
(LSI), L. S. I. (2023). Laporan Survei Nasional: Kepercayaan Publik terhadap Lembaga Negara Tahun 2023. Lembaga Survei Indonesia. https://www.lsi.or.id/
Creswell, J. W., & Poth, C. N. (2018). Qualitative Inquiry and Research Design: Choosing Among Five Approaches (4th ed.). Sage Publications.
Denzin, N. K. (2021). The Research Act: A Theoretical Introduction to Sociological Methods. Routledge.
Grimmelikhuijsen, S., & Meijer, A. J. (2021). Transparency and Trust in Government: A Meta-Analysis of Experimental Research. Public Administration Review, 81(4), 648–661. https://doi.org/10.1111/puar.13298
Grunig, J. E., & Grunig, L. A. (2020). Public Relations and Communication Management in Government Institutions. Routledge.
Grunig, J. E., & Hunt, T. (1984). Managing Public Relations. Holt, Rinehart and Winston.
Habermas, J. (1984). The Theory of Communicative Action: Reason and the Rationalization of Society. Beacon Press.
Hadi, A., & Rahmawati, N. (2023). Digitalisasi Pelayanan Publik dalam Program Presisi Polri: Inovasi dan Tantangan. Jurnal Komunikasi Publik Indonesia, 5(2), 115–132.
Hadi, S., & Rahmawati, D. (2023). Digital Governance and Public Complaints Management in Indonesian Police Institutions. Jurnal Komunikasi Dan Kebijakan Publik, 12(3), 225–239.
Indonesia, O. R. (2023). Laporan Tahunan Ombudsman Republik Indonesia Tahun 2023: Evaluasi Penanganan Pengaduan Layanan Publik. Ombudsman Republik Indonesia.
International, T. (2023). Global Corruption Barometer: Public Trust in Law Enforcement. Transparency International.
Janssen, M., & Van der Voort, H. (2021). Agile and Adaptive Governance in Crisis Response: Lessons from COVID-19. Government Information Quarterly, 38(4).
Junior, A. P., & Lucky, D. (2025). Strategi Humas Polri di Era Digital dalam Membangun Citra dan Kepercayaan Publik. Jurnal Komunikasi Dan Informasi Publik, 5(1), 34–49.
Kim, S., & Lee, J. (2021). Institutional Trust and Public Service Motivation: The Role of Accountability and Transparency. Public Management Review, 23(6), 823–844. https://doi.org/10.1080/14719037.2020.1727748
Kompas. (2024). Survei Kepercayaan Publik terhadap Institusi Penegak Hukum di Indonesia Tahun 2024. Harian Kompas. https://www.kompas.id/
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). Sage Publications.
Misztal, B. A. (2021). Trust in Modern Societies: The Search for the Bases of Social Order. Polity Press.
Nurhadi, A. (2020). Komunikasi Publik dan Rasionalitas Komunikatif dalam Pemerintahan. Jurnal Ilmu Komunikasi UGM, 18(2), 134–148. https://doi.org/10.22146/jik.51039
OECD. (2021). Trust in Government: Evidence for Policy Making. OECD Publishing. https://doi.org/10.1787/9789264288454-en
Pina, V., Torres, L., & Royo, S. (2020). Transparency, Accountability, and E-Government: Do They Shape Public Trust? Government Information Quarterly, 37(3), 101–110.
Polri. (2024). Laporan Dumas Presisi Tahun 2024: Data Penanganan Pengaduan Masyarakat. Kepolisian Negara Republik Indonesia.
Polri, H. (2023). Laporan Kinerja Divisi Humas dan Propam Polri Tahun 2023. Kepolisian Negara Republik Indonesia.
Puspitasari, F., & Nugroho, R. (2023). Strengthening Public Trust through Transparent Police Communication in Indonesia. Jurnal Administrasi Dan Kebijakan Publik, 10(2), 180–197.
Putra, D. R. (2022). Public Trust in Law Enforcement Institutions: Measuring Determinants of Trust in Indonesia. Social Science Journal of Southeast Asia, 5(1), 45–60.
Rahardjo, A. (2021). Budaya Birokrasi dan Tantangan Transparansi di Lembaga Penegak Hukum. Jurnal Administrasi Publik Indonesia, 6(3), 210–226.
Rahardjo, S. (2021). Budaya Organisasi dan Transformasi Komunikasi di Institusi Polri. Jurnal Polisi Dan Masyarakat, 7(1), 30–47.
Suryanto, A., & Adi, W. (2022). Evaluasi Sistem Pengaduan Publik di Lembaga Penegak Hukum Indonesia. Jurnal Governance Dan Kebijakan Publik, 9(3), 250–266.
Sutrisno, E. (2023). Public Relations Strategy of the Police in Building Public Trust in the Digital Era. Jurnal Komunikasi Indonesia, 11(1), 50–68.
Wahyuni, D. (2022). Organizational Culture and Transparency in Public Institutions: The Case of Indonesian Law Enforcement Agencies. Jurnal Ilmu Administrasi Negara, 8(1), 95–112.
Wahyuni, D., & Anwar, M. (2022). Akuntabilitas dan Transparansi dalam Komunikasi Pemerintah: Studi Kasus Kementerian Hukum dan HAM. Jurnal Administrasi Publik Indonesia, 8(2), 95–108.
Wahyuni, E., & Anwar, F. (2022). Transparansi dan Akuntabilitas dalam Komunikasi Pemerintah: Studi Kasus Lembaga Penegak Hukum di Indonesia. Jurnal Komunikasi Dan Demokrasi, 3(1), 22–39.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 ALADALAH: Jurnal Politik, Sosial, Hukum dan Humaniora
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
