Penerapan Platform LAPOR Sebagai Sistem Pengaduan Masyarakat Berbasis Digital Di Kota Malang
DOI:
https://doi.org/10.31334/transparansi.v7i1.3892Keywords:
Digital, LAPOR, Public Complaints,Abstract
(Implementation of LAPOR Platform as a Digital-Based Community Complaint System in Malang City) Indonesia has implemented the Online People's Aspiration Complaints Service System (LAPOR), a significant innovation that contributes to improving the timeliness, transparency and accountability of public services. This approach has been implemented in Malang City in an effort to increase the effectiveness of services provided to the community. The research objective of this article is to assess how well the community participates in improving services through LAPOR in Malang City and to provide an overview of the function of online complaint platforms in improving regional public service standards. This research uses a mixed method where questionnaires are used as a technique for collecting primary data, on the other hand, interviews, observation and documentation are used as techniques for collecting secondary data. The results of the research show that several regional apparatuses in Malang City are quick to respond to public complaints where the average responsiveness for SAMBAT WEB and SAMBAT SMS is 93.67% and 84.85% respectively, meaning that the online complaint system has succeeded in meeting the community's expectations and requests. of complaints quickly and effectively. Abstrak Indonesia telah menerapkan Sistem Layanan Pengaduan Aspirasi Rakyat Online (LAPOR), sebuah inovasi signifikan yang berkontribusi terhadap peningkatan ketepatan waktu, transparansi, dan akuntabilitas pelayanan publik. Pendekatan ini telah diterapkan di Kota Malang dalam upaya meningkatkan efektivitas pelayanan yang diberikan kepada masyarakat. Tujuan Penelitian pada artikel ini adalah untuk menilai seberapa baik partisipasi masyarakat dalam peningkatan pelayanan melalui LAPOR di Kota Malang dan untuk memberikan gambaran tentang fungsi platform pengaduan online dalam meningkatkan standar pelayanan publik daerah. Penelitian ini menggunakan metode campuran (mix method) dimana kuesioner dijadikan sebagai teknik untuk mengumpulkan data primer, di sisi lain wawancara, observasi dan dokumentasi dijadikan sebagai teknik untuk mengumpulkan data sekunder. Hasil penelitian menunjukkan bahwa beberapa perangkat daerah di Kota Malang cepat tanggap terhadap pengaduan masyarakat dimana responsitas rata-rata untuk SAMBAT WEB dan SAMBAT SMS masing-masing adalah 93,67% dan 84,85% artinya sistem pengaduan online telah berhasil memenuhi harapan dan permintaan masyarakat akan pengaduan yang cepat dan efektif.References
Aisha, Novi, Kurnia, E. (2018). Pengaruh Kuantitas Pelayanan dan Kualitas Pelayanan terhadap Citra Merek pada Universitas Muhammadiyah Sumatera Utara. Samudra, 9(2). https://www.ejurnalunsam.id/index.php/jseb/article/view/761
Hamrun. Harakan, A., Prianto, A. L., & Khaerah, N. (2019). Strategi Pemerintah Daerah Dalam Pengembangan Pelayanan Berbasis E- Government Di Kabupaten Muna. Nahkoda, 18(2).
Harahap, A. A. (2022). Efektivitas Penggunaan Aplikasi Sp4n-Lapor! Dalam Penanganan Pengaduan Di Dinas Komunikasi Informatika Statistika Dan Persandian Kota Pekanbaru. Tesis.
Ismandianto, Harto, S., & Handoko, T. (2019). Model Komunikasi Pemerintahan Kota Tanjung Pinang dalam Pengembangan Wisata Pulau Penyengat Kepulauan Riau. Nahkoda, 18(31). https://nakhoda.ejournal.unri.ac.id/index.php/njip/article/view/86
Luca Tangi, Marijn Janssen, Michele Benedetti, G. N. (2021). Digital government transformation: A structural equation modelling analysis of driving and impeding factors. International Journal of Information Management, 60. https://www.sciencedirect.com/science/article/abs/pii/S0268401221000499
Marten, P. J. (2016). Inovasi Pelayanan Publik (Studi Kasus Perizinan Penanaman Modal Di Bppt Kota Semarang). 4(August), 30–59.
Mirnasari, R. M. (2013). Inovasi Pelayanan Publik UPTD Terminal Purabaya-Bungurasih. ISSN 2303 - 341X, 1(1). https://d1wqtxts1xzle7.cloudfront.net/59150458/120190506-48839-jsz9ze-libre.pdf?1557193741=&response-content-disposition=inline%3B+filename%3DKebijakan_dan_Manajemen_Publik_Inovasi_P.pdf&Expires=1719254866&Signature=BNAYQcGXuxvD4PfNI5DM7b2mtvOp6FYFgsLvFKx
Pratama, Inka Nusamuda Pratama. Darmansyah. Subandi, A. (2023). Transformasi Good Governance dalam Peningkatan Kualitas Pelayanan Publik di Kota Mataram. Ummat, 2. https://journal.ummat.ac.id/index.php/semnaslppm/article/view/14175
Prianto, A. M. Z. H. (2023). Dimensi Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Otoritas Jasa Keuangan Malang. EJAK, 3(2). https://ojs-ejak.id/index.php/Ejak/article/view/94
Sanjaya, W. (2015). Penelitian Pendidikan: Metode, Pendekatan, dan Jenis (Cetakan Ke). Kencana.
Siagian, T. S., & Khair, H. (2018). Pengaruh Gaya Kepemimpinan Dan Lingkungan Kerja Terhadap Kinerja Karyawan Dengan Kepuasan Kerja Sebagai Variabel Intervening. Maneggio, 1(1). https://jurnal.umsu.ac.id/index.php/maneggio/article/view/2241
Sugiyono. (2020). Metode penelitian kuantitatif, kualitatif dan kombinasi (mixed methods). Alfabeta.
Wiguna, I. M. U. J., & Gorda, A. A. N. E. S. (2021). Menakar Aspirasi Pengaduan Online Rakyat di Bali (Studi pada Pemerintah Kabupaten Badung). Media Birokrasi, 9(2). https://e-jurnal.lppmunsera.org/index.php/Sawala/article/view/4064
Downloads
Additional Files
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Transparansi : Jurnal Ilmiah Ilmu Administrasi By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Transparansi : Jurnal Ilmiah Ilmu Administrasi spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Transparansi : Jurnal Ilmiah Ilmu Administrasi permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Transparansi : Jurnal Ilmiah Ilmu Administrasi on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Transparansi : Jurnal Ilmiah Ilmu Administrasi will not be held liable for anything that may arise due to the author(s) internal dispute. Transparansi : Jurnal Ilmiah Ilmu Administrasi will only communicate with the corresponding author.
5. Miscellaneous
Transparansi : Jurnal Ilmiah Ilmu Administrasi will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Transparansi : Jurnal Ilmiah Ilmu Administrasi editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
