Auliana, Annies (2025) IMPLEMENTASI KEBIJAKAN SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL - LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (SP4N-LAPOR) DI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to analyze the implementation of the Public Service Complaint Management System policy through the Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR) at the Department of Communication and Informatics of Tangerang Regency. SP4N-LAPOR is a national system developed to ensure citizens' rights to submit complaints regarding public service delivery. This research employs a qualitative approach with a descriptive method and applies George C. Edward III’s policy implementation theory, which includes four key variables: communication, resources, disposition (implementers’ attitudes), and bureaucratic structure. Data were collected through in-depth interviews, document analysis, and field observation. The results show that SP4N-LAPOR implementation in Tangerang Regency is supported by active socialization efforts and effective vertical communication, although public understanding remains low and regional response is hindered by technical issues at the central level. Facilities and budgetary support are adequate, with regular evaluations being conducted. Implementers show a high level of commitment, yet technical competence and follow-up by local agencies (OPD) remain challenges. The bureaucratic structure is supported by clear regulations and routine coordination, although regional flexibility is still limited due to central-level dependency.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini bertujuan untuk menganalisis implementasi kebijakan Sistem Pengelolaan Pengaduan Pelayanan Publik melalui Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR) di Dinas Komunikasi dan Informatika Kabupaten Tangerang. SP4N-LAPOR merupakan sistem nasional yang dikembangkan untuk menjamin hak masyarakat dalam menyampaikan pengaduan terhadap penyelenggaraan pelayanan publik. Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif, serta menerapkan teori implementasi kebijakan dari George C. Edward III yang mencakup empat variabel utama: komunikasi, sumber daya, disposisi (sikap pelaksana), dan struktur birokrasi. Data diperoleh melalui wawancara mendalam, studi dokumentasi, dan observasi lapangan. Hasil penelitian menunjukkan bahwa implementasi SP4N LAPOR di Kabupaten Tangerang didukung oleh sosialisasi aktif dan komunikasi vertikal yang cukup baik, meskipun pemahaman masyarakat masih rendah dan respons daerah terhambat kendala teknis pusat. Fasilitas dan dukungan anggaran memadai, dengan evaluasi berkala yang terus dilakukan. Komitmen pelaksana tinggi, namun kompetensi teknis dan tindak lanjut OPD masih menjadi tantangan. Struktur birokrasi didukung regulasi dan koordinasi rutin, namun ketergantungan pada pusat mengurangi fleksibilitas daerah masih terbatas akibat ketergantungan pada pusat. | ||||||
| Uncontrolled Keywords: | Policy implementation, SP4N-LAPOR, public service, Department of Communication and Informatics of Tangerang Regency. Implementasi kebijakan, SP4N-LAPOR, pelayanan publik, Diskominfo Kabupaten Tangerang. | ||||||
| Subjects: | J Political Science > JF Political institutions (General) | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 65201-Program Studi Ilmu Pemerintahan |
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| Depositing User: | Mrs Annies Auliana | ||||||
| Date Deposited: | 04 Sep 2025 08:49 | ||||||
| Last Modified: | 04 Sep 2025 08:49 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53590 |
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