Azzuhra, Jihan Fahira (2023) SP4N LAPOR DALAM LAYANAN MASYARAKAT DI KABUPATEN ACEH UTARA PROVINSI ACEH. Other thesis, IPDN.
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JIHAN FAHIRA AZ-ZUHRA-30.0049-SP4N LAPOR DALAM LAYANAN PENGADUAN MASYARAKAT DI KABUPATEN ACEH UTARA PROVINSI ACEH (1).pdf Download (503kB) |
Abstract
ABSTRAK Demi mewujudkan kemudahan untuk masyarakat, termasuk realisasi dari Sistem Pemerintah Berbasis Elektronik untuk meningkatkan kualitas pelayanan publik, seperti mengikut sertakan masyarakat melalui layanan pengaduan masyarakat berbasis online SP4N-LAPOR. Namun dalam perwujudannya masih dianggap kurang maksimal, dikarenakan beberapa hambatan seperti kendala sistem, jumlah sumber daya yang kurang, serta belum munculnya kesadaran masyarakat. Tujuan dari penelitian ini agar dapat mengetahui Efektivitas penggunaan aplikasi SP4N-LAPOR dalam layanan pengaduan di Sekretariat Daerah Kabupaten Aceh Utara dan berbagai faktor penghambatnya serta upaya yang dilakukan dalam mengatasi faktor penghambat tersebut. Penelitian ini menggunakan teori Gibson dan Steers berdasarkan lima variabel, yaitu (1) Produksi atau produktivitas, (2) mutu atau kualitas, (3) efisiensi, (4) fleksibilitas, (5) kepuasan. Teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Metode yang digunakan untuk menganalisis data adalah dengan teknik analisis deskriptif kualitatif dengan pendekatan induktif. Hasil penelitian menunjukkan ternyata beberapa urusan pelayanan pengaduan telah memenuhi syarat namun belum terlaksana dengan semestinya. Hal tersebut dikarenakan adanya faktor penghambat seperti kendala sistem, jumlah sumber daya manusia yang kurang dan masih belum timbulnya kesadaran masyarakat dalam memberikan pengaduan. Adapun upaya yang dapat dilakukan dalam mengatasi hambatan tersebut seperti perbaikan sistem, penambahan pegawai serta sosialisasi agar munculnya kesadaran masyarakat akan pentingnya melakukan pengaduan. Kata kunci : Efektivitas, SP4N-LAPOR, pengaduan, pelayanan, online � ABSTRACT In order to realize convenience for the community, including the realization of an Electronic-Based Government System to improve the quality of public services, such as involving the community through the SP4N-LAPOR online based community complaint service. However, in its implementation it is still considered less than optimal, due to several obstacles such as system constraints, insufficient number of resources, and the lack of public awareness. The purpose of this study is to find out the effectiveness of using the SP4N-LAPOR application in handling complaints at the Regional Secretariat of North Aceh Regency and the various inhibiting factors as well as the efforts made to overcome these inhibiting factors. This study uses the theory of Gibson and Steers based on five variables, namely (1) production or productivity, (2) quality or quality, (3) efficiency, (4) flexibility, (5) satisfaction. Data collection techniques through observation, interviews, and documentation. The method used to analyze the data is a qualitative descriptive analysis technique with an inductive approach. The results of the study show that several complaints service matters have fulfilled the requirements but have not been carried out properly. This is due to inhibiting factors such as system constraints, a lack of human resources and the lack of public awareness in submitting complaints. The efforts that can be made to overcome these obstacles include improving the system, adding employees and outreach to raise public awareness of the importance of making complaints. Keywords: Effectiveness, SP4N-LAPOR, complaints, services, online
| Item Type: | Thesis (Other) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 31 May 2023 03:52 |
| Last Modified: | 31 May 2023 03:52 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/13311 |
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