RINJANI, DIAS AMALLIA (2025) IMPLEMENTASI LAYANAN JAKLAPOR DALAM MENINGKATKAN KUALITAS PELAYANAN PENGADUAN MASYARAKAT DI DKI JAKARTA TAHUN 2023. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research aims to examine the implementation of the JakLapor service through the JAKI application in improving the quality of public complaint services in DKI Jakarta in 2023. JakLapor is a digital innovation developed by Jakarta Smart City as part of the implementation of E-Government to realize more responsive, transparent, and participatory governance. This study employs a qualitative approach with descriptive methods, using data collection techniques such as observation, semi-structured interviews, and documentation. Research informants consisted of service managers (JSC), implementing agencies, service users, and public policy observers. The theoretical framework used in this study includes Grindle’s policy implementation theory, which emphasizes two main factors: content of policy and context of implementation. Additionally, this research employs Gorton's theory of complaint handling, which outlines seven key indicators: quality improvement, open disclosure, commitment, accessibility, responsiveness, transparency and accountability, and privacy and confidentiality. The findings indicate that the implementation of JakLapor has met most of these indicators, particularly in terms of responsiveness, ease of access, confidentiality of complainant identity, and transparency in reporting systems. However, challenges remain, such as limited public outreach and the readiness of human resources in the field. Overall, JakLapor is considered effective in enhancing the quality of public complaint services and strengthening public trust in the DKI Jakarta government.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui bagaimana implementasi layanan JakLapor melalui aplikasi JAKI dalam meningkatkan kualitas pelayanan pengaduan masyarakat di DKI Jakarta tahun 2023. Layanan JakLapor merupakan inovasi digital yang dikembangkan oleh Jakarta Smart City sebagai bagian dari penerapan EGovernment guna mewujudkan tata kelola pemerintahan yang lebih responsif, transparan, dan partisipatif. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif, dengan teknik pengumpulan data berupa observasi, wawancara semi-terstruktur, dan dokumentasi. Informan penelitian terdiri dari pengelola layanan (JSC), instansi pelaksana, pengguna layanan, dan pengamat kebijakan publik. Teori yang digunakan dalam penelitian ini adalah teori implementasi kebijakan dari Grindle yang menekankan pada dua faktor utama, yaitu isi kebijakan dan konteks implementasi. Selain itu, digunakan pula teori pelayanan pengaduan menurut Gorton yang terdiri dari tujuh indikator pelayanan pengaduan, yaitu: quality improvement (peningkatan kualitas), open disclosure (keterbukaan), commitment (komitmen), accessibility (aksesibilitas), responsiveness (ketanggapan), transparency and accountability (transparansi dan akuntabilitas), serta privacy and confidentiality (privasi dan kerahasiaan). Hasil penelitian menunjukkan bahwa implementasi layanan JakLapor telah memenuhi sebagian besar indikator tersebut, khususnya dalam aspek responsivitas, kemudahan akses, jaminan kerahasiaan identitas pelapor, dan sistem pelaporan yang transparan. Namun, masih terdapat tantangan seperti keterbatasan sosialisasi kepada masyarakat luas dan kesiapan sumber daya manusia di lapangan. Secara umum, JakLapor dinilai mampu meningkatkan kualitas pelayanan pengaduan masyarakat dan memperkuat kepercayaan publik terhadap pemerintah DKI Jakarta. | ||||||
| Uncontrolled Keywords: | Policy Implementation, JakLapor, Public Complaint Services, EGovernment, Gorton Indicators Implementasi Kebijakan, JakLapor, Pelayanan Pengaduan | ||||||
| Subjects: | J Political Science > JA Political science (General) | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik > 65201-Program Studi Ilmu Pemerintahan 06-Fakultas Ilmu Sosial dan Ilmu Politik |
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| Depositing User: | dias amallia marfiah | ||||||
| Date Deposited: | 25 Aug 2025 02:40 | ||||||
| Last Modified: | 25 Aug 2025 02:40 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/52636 |
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