FALAH, SAFIRA (2024) EFEEKTIVITAS APLIKASI SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL (SP4N)-LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT DI KOTA TANGERANG PROVINSI BANTEN. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study discusses the effectiveness of the application of the National Public Service Complaint Management System (SP4N) - People's Online Aspiration and Complaint Service (LAPOR) in Tangerang City of Banten Province. The purpose of the study was to determine the effectiveness of the application of the National Public Service Complaint Management System (SP4N)-People's Online Aspiration and Complaint Service (LAPOR) in Tangerang City of Banten Province. The study uses De Lone and Mc Lean theories with six indicators namely system quality, information quality, service quality, user intention, user satisfaction and net benefit. The method used in this study is descriptive quantitative. The data collection of the research was carried out by distributing questionnaires to 135 users of the SP4N- LAPOR application in Tangerang City as a study sample determined using Slovin formula. Data analysis was performed through statistical testing using the SPSS Version 21 program. The results of this study showed that the application of SP4N- LAPOR had effective results with the acquisition of an effectiveness percentage at 78.12%. This is based on the average results of analysis data processed indicators covering system quality indicators with an effectiveness at 83.14%. The indicator of the quality of information obtained by the answers values effectiveness at 72.35%. Service quality indicator stating the acquisition of a percentage of answers at 76.50%. Next is the indicator of user intention which has an effectiveness percentage of 76.05%. The service satisfaction indicator obtained an effectiveness of 80.25% and a net benefit indicator with a response percentage gain of 81%.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini membahas mengenai efektivitas aplikasi Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N)-Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR) di Kota Tangerang Provinsi Banten. Tujuan penelitian untuk mengetahui efektivitas aplikasi Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (SP4N)-Layanan Aspirasi dan Pengaduan Online Rakyat (LAPOR) di Kota Tangerang Provinsi Banten. Penelitian ini menggunakan teori De Lone dan Mc Lean dengan enam indikator yaitu kualitas sistem, kualitas informasi, kualitas layanan, intensi pengguna, kepuasan pengguna dan manfaat bersih. Metode yang digunakan pada penelitian ini yaitu kuantitatif deskriptif. Pengumpulan data penelitian dilakukan dengan menyebarkan kuesioner kepada 135 pengguna aplikasi SP4N-LAPOR di Kota Tangerang sebagai sampel penelitian yang ditentukan dengan menggunakan rumus Slovin. Analisis data dilakukan melalui pengujian statistik menggunakan program SPSS Versi 21. Hasil dari penelitian ini menunjukkan bahwa aplikasi SP4N-LAPOR memiliki hasil yang efektif dengan perolehan persentase efektivitas sebesar 78,12%. Hal ini berdasarkan rata-rata hasil analisis indikator olahan data yang meliputi indikator kualitas sistem dengan memperoleh efektivitas sebesar 83,14%. Indikator kualitas informasi yang memperoleh jawaban nilai efektivitas sebesar 72,35%. Indikator kualitas layanan yang menyatakan perolehan persentase jawaban sebesar 76,50%. Selanjutnya indikator intensi pengguna yang memiliki persentase efektivitas sebesar 76,05%. Indikator kepuasan layanan memperoleh efektivitas sebesar 80,25% dan indikator manfaat bersih dengan perolehan persentase jawaban sebesar 81%. | |||||||||
| Uncontrolled Keywords: | Effectiveness, Complaints Management, SP4N-LAPOR Efektivitas, Pengelolaan Pengaduan, SP4N-LAPOR. | |||||||||
| Subjects: | H Social Sciences > Public Administration J Political Science > JF Political institutions (General) J Political Science > JS Local government Municipal government |
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| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Mrs Safira Falah | |||||||||
| Date Deposited: | 15 Mar 2024 15:09 | |||||||||
| Last Modified: | 15 Mar 2024 15:09 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/33978 |
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