Efektivitas Peningkatan Pelayanan Oleh Partisipasi Publik Dengan Pengaduan Sistem Layanan Aspirasi Pengaduan Online Rakyat (LAPOR) di Kota Malang

Authors

  • Eka Nur Aning Aisyah Universitas Islam Malang
  • Dinda Salwa Nabila Universitas Islam Malang
  • Michelle Alicia Sabrina Universitas Islam Malang
  • H Hayat Universitas Islam Malang

DOI:

https://doi.org/10.22225/pi.9.2.2024.87-92

Keywords:

LAPOR, partisipasi publik, peningkatan pelayanan

Abstract

The People's Online Complaint Aspiration Service System (LAPOR) has emerged as a significant innovation in Indonesia, contributing to increased responsibility, accountability and openness in public services. One of the big cities in Indonesia, Malang City, has implemented this method as an effort to increase the efficiency of services provided to the community. This essay uses a combination of qualitative and quantitative research approaches. The number of complaints, response times, and resolution rates are all measured. It seeks to understand users' experiences and perceptions of the system through a qualitative research approach. Collect information regarding the number, nature and location of complaints as well as the time and place of response from the Malang city LAPOR database. Data shows that several regional apparatuses in Malang City have a high response rate to public complaints, an average of 93.67% for SAMBAT WEB and 84.85% for SAMBAT SMS. This shows that the online complaint system has succeeded in meeting the public's expectations and needs for fast and effective responses to their complaints. In the period January to December 2020, the Malang City Communications and Information Service received a total of 869 complaints via the SAMBAT WEB and SAMBAT SMS applications. The five regional agencies with the most complaints are the Transportation Service (Dishub), Population and Civil Registration Service (Disdukcapil), Civil Service Police Unit.

References

Asrida, W. (2018) Pelayanan Publik di Fakultas Ilmu Sosial dan Ilmu Politik Tahun 2015-2016. Nakhoda: Jurnal Ilmu Pemerintahan, 16(27), pp. 54–65. doi: 10.35967/jipn.v16i27.5796.
Isvianti, R., Hayat, H., & Anadza, H. (2024). Integrasi Layanan Pengaduan Publik Dalam Mewujudkan Fast Responsif Berbasis Pada Rancangan Aplikasi Pengaduan Interaktif Terpadu (Pintar) Malang. INTECOMS: Journal of Information Technology and Computer Science, 7(1), 163-171.
Priabudi, D. S., Rusdianto, D. S., & Jonemaro, E. M. A. (2021). Sistem Pelayanan Dokumen dan Pengaduan Lingkungan Hidup berbasis Web (Studi Kasus: Dinas Lingkungan Hidup Kota Malang). Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 5(1), 327-336.
Risalbi, H., Hafid, H., Cikusin, Y., & Hayat, H. (2024). Responsivitas Pelayanan Publik Dinas Perhubungan Kota Malang terhadap Tingginya Tingkat Pengaduan Masyarakat. Nakhoda: Jurnal Ilmu Pemerintahan, 20(1), 93-105.

Downloads

Published

2025-01-22

Issue

Vol. 9 No. 2 (2024)

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge.

All articles published Open Access will be immediately and permanently free for everyone to read and download.  We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-ShareAlike (CC BY-SA)