Effective Conflict Manajemen Strategies in Custom Service: A Case Study of and Excise Supervision and Services Office Customs Intermediate Type B Bandar Lampung

Abstract

This study explores the implementation and effectiveness of conflict management strategies within the customs services of KPPBC TMP B Bandar Lampung. Through a detailed examination of the five key stages of conflict management—identification, diagnosis, solution agreement, execution, and evaluation—this research provides insights into how conflicts are addressed in a customs service setting. The study reveals that the conflict management processes at KPPBC TMP B are generally robust and effective, characterized by proactive identification, comprehensive diagnosis, collaborative solution agreement, and rigorous evaluation. Despite some challenges, particularly in the execution stage, the use of collaborative and compromising conflict management styles has led to high levels of user satisfaction and improved performance metrics. The findings underscore the importance of effective conflict management in enhancing service delivery and organizational productivity. Recommendations for future research include exploring the long-term impacts of conflict management strategies and identifying opportunities for further efficiency improvements.