PUTRI, NILA CAHYA (2025) IMPLEMENTASI WEBSITE SP4N LAPOR SEBAGAI BENTUK INOVASI PELAYANAN PUBLIK BERBASIS E-GOVERNMENT DI KOTA CILEGON. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research aims to discuss the implementation of the SP4N LAPOR website as a form of e-government-based public service innovation in Cilegon City. The background of this research is based on public dissatisfaction with the services provided by the Cilegon City Communication and Information Service (Kominfo). The research method used is qualitative descriptive with a case study approach to the management and utilization of the SP4N LAPOR website. The results of the study show that although this system has provided various access channels, such as websites, applications, SMS, and social media, there are still some obstacles in the transparency of report follow-up and the level of responsiveness of related agencies. Therefore, increasing efficiency in complaint management and optimizing transparency are the main factors that need to be improved to increase public satisfaction. This research is expected to provide recommendations for local governments in developing more effective digital-based public service strategies. Keywords: SP4N LAPOR, E-government, public services, transparency, digital innovation.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk membahas mengenai implementasi website SP4N LAPOR sebagai bentuk inovasi pelayanan publik berbasis e-government di Kota Cilegon. Latar belakang penelitian ini didasarkan pada ketidakpuasan masyarakat terhadap pelayanan yang disediakan oleh Dinas Komunikasi dan Informatika (Kominfo) Kota Cilegon. Metode penelitian yang digunakan adalah deskriptif kualitatif dengan pendekatan studi kasus terhadap pengelolaan dan pemanfaatan website SP4N LAPOR. Hasil penelitian menunjukkan bahwa meskipun sistem ini telah menyediakan berbagai kanal akses, seperti website, aplikasi, SMS, dan media sosial, masih terdapat beberapa kendala dalam transparansi tindak lanjut laporan serta tingkat responsivitas instansi terkait. Oleh karena itu, peningkatan efisiensi dalam pengelolaan aduan dan optimalisasi transparansi menjadi faktor utama yang perlu diperbaiki guna meningkatkan kepuasan masyarakat. Penelitian ini diharapkan dapat memberikan rekomendasi bagi pemerintah daerah dalam mengembangkan strategi pelayanan publik berbasis digital yang lebih efektif. Kata Kunci: SP4N LAPOR, E-government, pelayanan publik, transparansi, inovasi digital. | |||||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > HN Social history and conditions. Social problems. Social reform J Political Science > JS Local government Municipal government |
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| Divisions: | 02-Fakultas Keguruan dan Ilmu Pendidikan 02-Fakultas Keguruan dan Ilmu Pendidikan > 87205-Jurusan Pendidikan Pancasila dan Kewarganegaraan |
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| Depositing User: | Mrs Nila Cahya Putri | |||||||||
| Date Deposited: | 24 Jul 2025 04:54 | |||||||||
| Last Modified: | 24 Jul 2025 04:54 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/49639 |
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