TULA, STEPHANIE JULIA DAENG and Uluputty, Irfan (2025) KUALITAS PENGELOLAAN ADUAN KETERTIBAN SOSIAL MELALUI SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL (SP4N) - LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (LAPOR!) DI KOTA TUAL PROVINSI MALUKU. Diploma thesis, Institut Pemerintahan Dalam Negeri.
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Abstract
ABSTRACT Problem/Background (GAP): Improving the quality of public services is a strategic issue in governance, especially in the management of complaints related to social order that reflects the responsiveness and accountability of local governments. The National Public Service Complaint Management System (SP4N) - People's Online Aspiration and Complaint Service (LAPOR!) is presented as a digital instrument to strengthen transparency and public participation. However, the implementation of SP4N-LAPOR! in Tual City still faces various obstacles, such as slow response times, unclear follow-up to complaints, and low quality feedback on public reports. These problems have an impact on decreasing public trust and weakening social control over issues of order in society. Purpose : This study aims to critically examine the quality of social order complaint management through the SP4N-LAPOR! system as a form of evaluation of the performance of information technology-based public services in Tual City. Method: This study uses a qualitative approach with a case study design. Data collection techniques were carried out through in-depth interviews with key informants selected purposively, including the Communication and Informatics Office, SP4N–LAPOR! admin, Civil Service Police Unit (Satpol PP), and sub-district and village officials. Data analysis was carried out thematically with a triangulation approach to ensure the validity of the findings. Results: The results of the study indicate that the management of social order complaints through SP4N–LAPOR! has not fully met the dimensions of public service quality such as reliability, responsiveness, and assurance. Although there has been progress in the aspects of transparency and digital service structure, the effectiveness of the system is still hampered by technical constraints such as an unfriendly user interface, limited accessibility, unstable system reliability, and suboptimal agency responses. Conclusion: To improve the effectiveness of complaint management through SP4N–LAPOR!, it is necessary to strengthen human resource capacity, optimize the monitoring and evaluation system based on performance indicators, and increase community digital literacy so that participation in social supervision can run in an inclusive, responsive, and sustainable manner. Keywords: Public Complaints, Quality of Public Services, SP4N–LAPOR!, Social Order
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 28 May 2025 07:44 |
| Last Modified: | 28 May 2025 07:44 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/23495 |
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