Pengaruh Kualitas Sistem Digital Terhadap Pengelolaan Pengaduan di SP4N-LAPOR! Pada Mahasiswa Administrasi Negara Angkatan 2024 Universitas Tidar
DOI:
https://doi.org/10.31004/joecy.v6i2.11237Keywords:
Digital System Quality, SP4N-LAPOR!, Complaint Management, Public Services, E-GovernmentAbstract
This study aims to analyze the impact of digital system quality on complaint management through the National Public Service Complaint Management System, the Online Public Aspiration and Complaint Service (SP4N-LAPOR!) among 2024 Public Administration students at Tidar University. Digital system quality is a critical factor in supporting the effectiveness of electronic public services, as it impacts user experience, ease of access, system reliability, and satisfaction levels when utilizing digital complaint services.
The research method employed is a quantitative approach using an explanatory research design. The study population consists of 250 Public Administration students from the Class of 2024 at Tidar University. The sample was determined using the Slovin formula with a 5% margin of error, resulting in 150 respondents. Data collection was conducted by distributing an online Likert-scale questionnaire via Google Forms. In addition to primary data, the study also utilized secondary data obtained from books, scientific journals, and relevant prior research. Data analysis was performed using descriptive statistics and hypothesis testing. The research findings indicate that the quality of the SP4N-LAPOR! digital system is generally rated as fairly good, though not yet fully optimal. Respondents gave positive ratings for ease of use, feature suitability, and system reliability. However, aspects such as access speed, system stability, user interface, and information transparency still require improvement. Complaint management through SP4N-LAPOR! received generally positive ratings, particularly regarding the ease of submitting complaints, process efficiency, and the ease of monitoring complaint status. The analysis results indicate that the quality of the digital system significantly influences complaint management. In conclusion, the quality of the digital system has a significant impact on complaint management within SP4N-LAPOR!. Therefore, improvements to the system’s quality are necessary, particularly regarding performance, reliability, user interface, and service transparency, to enhance user satisfaction and the effectiveness of digital public services.
References
Afif Syarifuddin Yahya, S. (2022). Efektivitas Pelayanan Publik Melalui Sistem Pengelolaan Pengaduan Aplikasi SP4N-LAPOR Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Nomor 3 Tahun 2015 Tentang Road Map Pengembangan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional , 2015 ). k. Jurnal Media Birokrasi, 1–22.
Agustina Heryati, Iski Zaliman, Terttiaavini, Mulyati, Harsi Romli, A. T. M. (2024). Evaluation of E-Government Performance using the Electronic Public Service Index as a Benchmarking Standard for Public Services Evaluasi Kinerja E-Government dengan menggunakan Indeks Layanan Publik Elektronik sebagai Standar Benchmarking Layanan Publik. Institut Riset Dan Publikasi Indonesia (IRPI, 4(January), 51–56. https://doi.org/https://doi.org/10.57152/malcom.v4i1.1004
Ahmad Aziz Ardiansah, Yusuf Fadli, Ahmad Chumeidy, D. H. (2024). ANALISIS EFEKTIVITAS SP4N-LAPOR ! DALAM MENINGKATKAN PELAYANAN PUBLIK DI KABUPATEN TANGERANG. Jurnal Ilmiah Ilmu Pemerintahan, 10(November), 828–847.
Benchmark, G. (2020). eGovernment Benchmark 2020 : eGovernment that works for the people. European Commission.
Dr. dr. Dameria Sinaga, M. P. (2022). BUKU AJAR METODOLOGI PENELITIAN ( Penelitian Kuantitatif ) (M. P. Aliwar, S.Ag. (Ed.); 1st ed.). UKI Press.
Efrilia Wanda Saputri, Tarisa Amelia Indriani, Nabilla Dwi Maharani, Katriza Imania, A. P. (2025). Analisis SP4N-LAPOR Dalam Transformasi Pelayanan Publik BPS Kota Palembang Tahun 2025 Analysis of SP4N-LAPOR in the Transformation of Public Services Palembang City Statistics Agency 2025. Jurnal Ilmiah Ilmu Administrasi, 15(2). https://doi.org/10.33592/jiia.v15i2.7953
Erliana Eka Sugianti, P. I. (2025). Informatika Kabupaten Tuban. Journal of Universitas Negeri Surabaya, 3, 22–36.
Hilas Stepanus, W. S. (2024). EFEKTIVITAS SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL - LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (SP4N-LAPOR) DI KABUPATEN TABALONG DALAM PENANGANAN PENGADUAN MASYARAKAT TERKAIT PELAYANAN PUBLIK. Jurnal Administrasi Publik & Administrasi Bisnis, 7, 1156–1167.
INSTRUKSI PRESIDEN REPUBLIK INDONESIA NOMOR 3 TAHUN 2003 TENTANG KEBIJAKAN DAN STRATEGI NASIONAL PENGEMBANGAN E-GOVERNMENT. (2003).
Koutrakou, P. G. N. & V. N. (2020). E-government in Europe Routledge Advances in European Politics of tradition. 2007, 211.
Making, N. B. (2025). Efektivitas Penerapan Aplikasi Sp4n Lapor ( Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional ) Dalam Pengelolaan Pengaduan Masyarakat Kota Kupang. Jurnal Teknologi Dan Manajemen Industri Terapan, 4(2), 636–646.
McLEAN, W. H. D. and E. R. (2003). The DeLone and McLean Model of Information Systems Success : A Ten-Year Update. 19, 9–31.
NUGROHO, P. C. (2023). IMPLEMENTASI KEBIJAKAN SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (SP4N-LAPOR!) LEMBAGA ADMINISTRASI NEGARA. Politeknik STIA LAN Jakarta, 141.
Reynaldi Rahmadani Saputra, I Dewa Ayu Putri Wirantari, J. P. L. P. (2025). Kinerja Inspektorat Provinsi Bali Dalam Pelaksanaan Sistem Pengelolaan Pengaduan Pelayanan Publik Layanan Aspirasi Dan Pengaduan Online Rakyat ( SP4N-LAPOR ). Socio-Political Communication and Policy, 2(1), 1–13
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Diva Ratna Bila, Aptagian Farrel Herda Kencana, Sharma Rizky Eviana, M Rafin Nadzif, Renata Habibie
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
