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Naomi Creutzfeldt - One of the best experts on this subject based on the ideXlab platform.
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procedural justice in alternative dispute resolution fairness judgments among users of financial Ombudsman services in germany and the united kingdom
Social Science Research Network, 2018Co-Authors: Ben Bradford, Naomi CreutzfeldtAbstract:This article uses the lens of procedural justice theory to explore peoples’ experiences of an alternative dispute resolution (ADR) model: Ombudsman services, focussing on two services that deal with complaints about financial services in Germany and the UK. We ask two key questions: is the complaints process more important than its outcome; and does the importance of process and outcome vary between countries? In both countries we find a strong association between perceptions of procedural justice and outcomes such as overall perceptions of fairness, confidence in the Ombudsman service, and decision acceptance. Against expectations, these associations are broadly invariant across the German and UK samples; but, despite this, all else equal German respondents expressed consistently more positive views. Our data add some nuance to the existing literature on procedural justice and suggest that the national context also plays a role. We suggest that national legal cultures provide for a framework of rules that guide people’s perceptions and behaviours in legal, quasi-legal and related environments.
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procedural justice in alternative dispute resolution fairness judgments among users of financial Ombudsman services in germany and the united kingdom
Journal of European Consumer and Market Law 7 (5) pp. 188-200. (2018), 2018Co-Authors: Ben Bradford, Naomi CreutzfeldtAbstract:This article uses the lens of procedural justice theory to explore peoples’ experiences of an alternative dispute resolution (ADR) model: Ombudsman services. We focus on two specific services that deal with complaints about financial services in Germany and the UK. Using and expanding upon procedural justice theory we ask two key questions: is the complaints process more important than its outcome; and does the importance of process and outcome vary between countries? In both countries we find a strong association between perceptions of procedural justice and outcomes such as overall perceptions of fairness, confidence in the Ombudsman service, and decision acceptance. Against expectations, these associations are broadly invariant across the German and UK samples; but, despite this, all else equal German respondents expressed consistently more positive views. Our data add some nuance to the existing literature on procedural justice and suggest that the national context also plays a role in people’s decision-acceptance of ombudsmen. We suggest that national legal cultures provide for a framework of rules that guide people’s perceptions and behaviors in legal, quasi-legal and related environments.
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how important is procedural justice for consumer dispute resolution a case study of an Ombudsman model for european consumers
Journal of Consumer Policy, 2014Co-Authors: Naomi CreutzfeldtAbstract:Recent EU legislation has mandated the extension of comprehensive coverage of consumer dispute resolution (CDR) throughout the EU. The extension of CDR has given rise to a range of questions about the theoretical and practical implications of these changes. The field of CDR is underexplored in academic literature and only a few studies provide an overview of this rapidly developing area. There is a need to base CDR schemes on empirical evidence to inform practice and to provide justice. Tyler’s procedural justice model of public compliance with the law might be beneficial in this inquiry. This exploratory study tests whether Tyler’s well-established normative model of social regulation holds true in the CDR context by applying it to the Ombudsman. In doing so, this paper seeks to contribute to a richer understanding of how to assess consumer acceptance of an Ombudsman model of CDR. The study finds that Tyler’s model cannot be fully translated to the UK Ombudsman case study. The current dearth of comparative empirical evidence on the effectiveness of CDR in Europe fuels the need for further inquiry and re-evaluation of its theoretical foundations.
Rinaldi Purnama Rangga - One of the best experts on this subject based on the ideXlab platform.
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KINERJA Ombudsman RI PERWAKILAN KALTENG DALAM MELAKUKAN PENGAWASAN PELAYANAN PUBLIK DI KALIMANTAN TENGAH: KINERJA Ombudsman RI PERWAKILAN KALTENG DALAM MELAKUKAN PENGAWASAN PELAYANAN PUBLIK DI KALIMANTAN TENGAH
'Faculty of Teacher Training and Education Universitas Palangka Raya', 2021Co-Authors: Rinaldi Purnama RanggaAbstract:Ombudsman yang selanjutnya disebut Ombudsman Republik Indonesia adalah Lembaga Negara yang mempunyai kewenangan mengawasi Penyelenggaraan pelayanan Publik, baik diselengarakan oleh BUMN, BUMD, dan Badan Hukum Milik Negara serta Badan Swasta atau Perseorangan yang diberi tugas menyelenggarakan pelayanan publik tertentu yang sebagian atau seluruh dananya bersumber dari APBN dan APBD. Penelitian ini bertujuan untuk mendeskripsikan Kinerja dari Ombudsman RI Perwakilan Provinsi Kalteng dan mendeskripsikan faktor penghambat Kinerja dari Ombudsman RI Perwakilan Provinsi Kalteng dalam Pengawasan Penyelenggaraan Pelayanan Publik, ada pun rumusan masalah yang digunakan dalam penelitian ini adalah bagaimana Kinerja dari Ombudsman RI Perwakilan Provinsi Kalteng dan Apa yang menjadi faktor penghambat Kinerja dari Ombudsman RI Perwakilan Provinsi Kalimantan Tengah, dalam Pengawasan Penyelenggaraan Pelayanan Publik di Kalimantan Tengah. untuk mengukur kinerja dari Ombudsman RI Perwakilan Kalteng peneliti menggunakan teori Dwiyanto yang terdiri dari 5 indikator yaitu, Produktivitas, Kualitas Layanan, Responsibilitas, Resvonsibilitas, dan Akuntabilitas. Teknik pengumpulan data dilakukan dengan wawancara, observasi, dan dokumentasi adapun wawancara ditujukan kepada pihak yang berhubungan dengan objek penelitian yaitu, Kepala, asisten dan Pegawai Ombudsman RI Perwakilan Kalteng, Masyarakat. Dokumen yang didapatkan berupa data-data yang berhubungan dengan objek penelitian, observasi yaitu melakukan pengamatan langsung, sumber data yang di ambil yaitu sumber data primer dan skunder. Teknik analisa datanya adalah data kualitatif deskriptif dengan menganalisa yakni reduksi data, penyajian data, penarikan kesimpulan. Hasil penelitian ini menunjukan bahwa Kinerja dari Ombudsman RI Perwakilan Kalteng dapat dikatakan produktif dan capaian kinerja nya sudah maksimal, kinerjanya sesuai dengan standar Operasi Pelayanan Peraturan Ombudsman
Ben Bradford - One of the best experts on this subject based on the ideXlab platform.
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procedural justice in alternative dispute resolution fairness judgments among users of financial Ombudsman services in germany and the united kingdom
Social Science Research Network, 2018Co-Authors: Ben Bradford, Naomi CreutzfeldtAbstract:This article uses the lens of procedural justice theory to explore peoples’ experiences of an alternative dispute resolution (ADR) model: Ombudsman services, focussing on two services that deal with complaints about financial services in Germany and the UK. We ask two key questions: is the complaints process more important than its outcome; and does the importance of process and outcome vary between countries? In both countries we find a strong association between perceptions of procedural justice and outcomes such as overall perceptions of fairness, confidence in the Ombudsman service, and decision acceptance. Against expectations, these associations are broadly invariant across the German and UK samples; but, despite this, all else equal German respondents expressed consistently more positive views. Our data add some nuance to the existing literature on procedural justice and suggest that the national context also plays a role. We suggest that national legal cultures provide for a framework of rules that guide people’s perceptions and behaviours in legal, quasi-legal and related environments.
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procedural justice in alternative dispute resolution fairness judgments among users of financial Ombudsman services in germany and the united kingdom
Journal of European Consumer and Market Law 7 (5) pp. 188-200. (2018), 2018Co-Authors: Ben Bradford, Naomi CreutzfeldtAbstract:This article uses the lens of procedural justice theory to explore peoples’ experiences of an alternative dispute resolution (ADR) model: Ombudsman services. We focus on two specific services that deal with complaints about financial services in Germany and the UK. Using and expanding upon procedural justice theory we ask two key questions: is the complaints process more important than its outcome; and does the importance of process and outcome vary between countries? In both countries we find a strong association between perceptions of procedural justice and outcomes such as overall perceptions of fairness, confidence in the Ombudsman service, and decision acceptance. Against expectations, these associations are broadly invariant across the German and UK samples; but, despite this, all else equal German respondents expressed consistently more positive views. Our data add some nuance to the existing literature on procedural justice and suggest that the national context also plays a role in people’s decision-acceptance of ombudsmen. We suggest that national legal cultures provide for a framework of rules that guide people’s perceptions and behaviors in legal, quasi-legal and related environments.
Miradhia Darto - One of the best experts on this subject based on the ideXlab platform.
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KINERJA Ombudsman REPUBLIK INDONESIA PERWAKILAN PROVINSI JAWA BARAT DALAM PENANGANAN DUGAAN MALADMINISTRASI DI JAWA BARAT TAHUN 2017-2018
'Universitas Padjadjaran', 2021Co-Authors: Julaeha Siti, Muhafidin Didin, Miradhia DartoAbstract:Penelitian ini menjelaskan tentang kinerja Ombudsman Republik Indonesia Perwakilan Provinsi Jawa Barat dalam penanganan dugaan maladministrasi di Jawa Barat tahun 2017-2018. Penelitian ini dilatarbelakangi karena masih belum tercapainya target penyelesaian laporan dugaaan maladministrasi dan salah satu tujuan organisasi Ombudsman Republik Indonesia Perwakilan Provinsi Jawa Barat dalam meningkatkan mutu pelayanan publik di segala bidang, membantu menciptakan dan meningkatkan perbaikan pelayanan publik dan upaya pemberantasan serta pencegahan praktek maladministasi dalam penyelenggaraan pelayanan publik.Metode yang digunakan dalam penelitian ini adalah metode penelitian kualitatif yang bertujuan untuk memahami, menganalisis, dan menjelaskan berbagai aspek yang ada dalam kinerja organisasi di Ombudsman Republik Indonesia Perwakilan Provinsi Jawa Barat. Teori yang dikemukan oleh Agus Dwiyanto (2006) dijadikan acuan dalam penelitian ini, dimana kinerja organisasi dapat diukur melalui lima indikator yaitu produktivitas, kualitas layanan, responsivitas, responsibilitas dan akuntabilitas.Hasil penelitian menunjukan bahwa kinerja Ombudsman Republik Indonesia Perwakilan Provinsi Jawa Barat masih belum optimal. Belum optimalnya kinerja Ombudsman RI Perwakilan Jawa Barat dapat dilihat dari beberapa aspek yang belum optimal. Belum optimalnya pecapaian target kinerja tersebut disebabkan karena adanya beberapa hambatan seperti dari sumber daya manusia, sistem manajemen, aturan dan adanya keterbatasan kewenangan.Saran dari penelitian ini diantaranya terkait dengan produktivitas kinerja organisasi perlunya peningkatan kembali kualitas dari Asisten Ombudsman peningkatan sistem pengawasan dalam melakukan penanganan laporan dugaan maladministrasi. Dibuatnya skala prioritas terkait dengan penyelesaian laporan seperti dari segi waktu penanganan sebagai bentuk kepastian penyelenggara layanan. Meningkatkan kembali sosialisasi kepada masyarakat yang memiliki peranan penting dalam pengawasan pelayanan publik
Harseptian, Alvendo Maulana Malik - One of the best experts on this subject based on the ideXlab platform.
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TINJAUAN YURIDIS TERHADAP PERAN DAN KEWENANGAN Ombudsman REPUBLIK INDONESIA DALAM MENGAWASI PENYELENGGARAAN PELAYANAN PUBLIK
Kumpulan Jurnal Mahasiswa Fakultas Hukum, 2021Co-Authors: Harseptian, Alvendo Maulana MalikAbstract:Alvendo Maulana Malik Harseptian, Dr. Shinta Hadiyantina, S.H., M.H., LutfiEffendi, S.H.,M.Hum.Fakultas Hukum, Universitas Brawijayammhalvendo@gmail.comABSTRAK Berdirinya Ombudsman Republik Indonesia dilatar belakangi oleh adanya tuntutanmasyarakat untuk mewujudkan pemerintahan yang bersih dan penyelenggaraannegara yang baik dari masalah penyelenggaraan dalam pelayanan publik yangtidak sesuai dengan kewajiban hukumnya. Ombudsman memiliki landasan hukumyang kuat karena dilandasi oleh norma-norma hukum yang berkaitan denganupaya perlindungan hukum bagi masyarakat dan pengawasan serta kebijakanterhadap pemerintah yang termuat dalam Undang-undang Dasar.Berdasarkanlatar belakang diatas, maka rumusan permasalahan hukum yang dapatdikemukakan dalam penelitian ini adalah Bagaimana peran dan kewenanganOmbudsman Republik Indonesia dalam mengawasi penyelenggaraan pelayananpublik menurut Undang-Undang Nomor 37 Tahun 2008 Tentang OmbudsmanRepublik Indonesia. Serta Bagaimana fungsi pengawasan Ombudsman RepublikIndonesia dalam mengawasi penyelenggaraan pelayanan publik menurut UndangUndangNomor37Tahun2008TentangOmbudsmanRepublikIndonesia.Untukmenjawab permasalahan tersebut, penelitian hukum yuridis normatif inimenggunakan Pendekatan Perundang-undangan dan pendekatananalisis.Berdasarkan pembahasan maka disimpulkan kewenangan serta fungsipengawasan Ombudsman menurut UU No. 37 Tahun 2008 Tentang OmbudsmanRepublik Indonesia adalah sebagai lembaga negara yang mempunyai kewenanganmengawasi penyelenggaraan pelayanan publik.Kata Kunci: Ombudsman, Pelayanan Publik. ABSTRACT The establishment of the Ombudsman of the Republic of Indonesia was motivatedby the demands of the community to realize clean governance and good stateadministration from problems of administration in public services that are not inaccordance with their legal obligations. The Ombudsman has a strong legal basisbecause it is based on legal norms relating to legal protection efforts for thecommunity and supervision and policies against the government as contained inthe Constitution.Based on the above background, the formulation of legal issuesthat can be put forward in this study is how the role and authority of theOmbudsman of the Republic of Indonesia in overseeing the implementation ofpublic services according to Law Number 37 of 2008 concerning the Ombudsmanof the Republic of Indonesia. As well as how the oversight function of theOmbudsman of the Republic of Indonesia in overseeing the implementation ofpublic services according to Law Number 37 of 2008 concerning the Ombudsman of the Republic of Indonesia. To answer these problems, this normative juridicallegal research uses a statutory approach and an analytical approach.Based on thedicussion, it was counded that the role and authority as well as the supervisoryfunction of the Ombudsman according to law no. 37 of 2008 concerning theOmbudsman of the Republic Indonesia is a state institution that has the authorityto supervise the implementation of public services.Keywords: Ombudsman, Public Service.
