CHAIRUDDO'A, BIMO HAKEEM (2025) IMPLEMENTASI LAYANAN PENGADUAN ONLINE SP4N-LAPOR DI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The Tangerang Regency Government has improved the quality of public services through the implementation of the SP4N-LAPOR! application, in accordance with Regent Regulation Number 20 of 2021. The aim is to achieve transparent, responsive, and accountable services in handling and following up on public complaints. However, the implementation of this public complaint service still faces several challenges, such as the lack of socialization of the SP4N-LAPOR! service, suboptimal coordination between regional apparatus organizations (OPDs), and the low level of public interest in using the application. This research adopts the policy implementation theory by Van Meter and Van Horn, which includes six key indicators in the policy implementation process: policy standards and objectives, resources, characteristics of the implementing agency, communication among implementing organizations, social, economic, and political conditions, and the disposition or attitude of policy implementers. The study uses a qualitative descriptive approach through documentation studies, observations, in-depth interviews, and data validation by interviewing informants and analyzing data according to category classifications. The research findings indicate that the implementation of SP4N-LAPOR! in Tangerang Regency has been running fairly well, supported by strong implementer commitment and relatively smooth inter-agency communication. However, challenges remain, including budget limitations, technical readiness in several OPDs, and low digital literacy among the public. The disposition of implementers has proven to be an influential factor in the success of the policy, particularly in responding to social dynamics and system limitations.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pemerintah Kabupaten Tangerang meningkatkan kualitas pelayanan publik melalui penerapan aplikasi SP4N-LAPOR! sesuai Peraturan Bupati Tangerang Nomor 20 Tahun 2021, dengan tujuan untuk mewujudkan pelayanan yang transparan, responsif, dan akuntabel dalam menampung serta menindaklanjuti pengaduan masyarakat. Implementasi layanan aduan masyarakat ini nyatanya masih mengalami kendala seperti kurangnya sosialisasi layanan SP4N-LAPOR!, koordinasi antar OPD yang belum maksimal dan masih minimnya minat masyarakat dalam menggunakan aplikasi SP4N-LAPOR!. Penelitian ini menggunakan teori implementasi kebijakan dari Van Meter dan Van Horn dengan enam indikator utama dalam proses implementasi kebijakan, yaitu standar dan sasaran kebijakan, sumber daya, karakteristik agen pelaksana, komunikasi antar organisasi pelaksana, kondisi sosial, ekonomi, dan politik, serta disposisi atau sikap pelaksana kebijakan. Penelitian ini menggunakan Pendekatan Deskriptif Kualitatif dengan melakukan studi dokumentasi, observasi, wawancara mendalam dan melakukan uji keabsahan data, melalui wawancara kepada informan dan melakukan analisis terhadap data, lalu dibuat sesuai klasifikasi kategorinya. Hasil penelitian menunjukkan bahwa implementasi SP4N-LAPOR! di Kabupaten Tangerang telah berjalan cukup baik, ditunjang oleh komitmen pelaksana yang tinggi dan komunikasi lintas instansi yang relatif lancar. Namun, masih ada kendala seperti keterbatasan anggaran, kesiapan teknis di beberapa OPD, dan rendahnya literasi digital masyarakat. Faktor disposisi pelaksana terbukti berpengaruh terhadap keberhasilan kebijakan, terutama dalam menghadapi dinamika sosial dan keterbatasan sistem. | |||||||||
| Uncontrolled Keywords: | Complaints, Implementation, Public, SP4N-LAPOR! Implementasi, Masyarakat, Pengaduan, SP4N-LAPOR! | |||||||||
| Subjects: | H Social Sciences > Public Administration | |||||||||
| 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: | Bimo Hakeem Chairuddo'a | |||||||||
| Date Deposited: | 08 Sep 2025 03:11 | |||||||||
| Last Modified: | 08 Sep 2025 03:11 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53551 |
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