Lia, Siti Noer (2024) Kualitas Pelayanan Pengaduan Melalui Website Layanan Aspirasi Dan Pengaduan Online Rakyat Di Dinas Pendidikan Provinsi Jawa Timur. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of an Electronic-Based Government System (SPBE) is an embodiment of improving the quality of public services. The People's Online Aspiration and Complaints Service (LAPOR) is a national electronic-based complaint management system that can be accessed by all Indonesian people. LAPOR can be accessed via the LAPOR website. The existence of LAPOR mandates that the management of complaint services in every government agency in Indonesia must be integrated with LAPOR, At department of east java provincial education service. LAPOR website is the most widely used media by the people of East Java in sending complaints to at Departement of Eduaction The East Java Provincial. However, in reality there are still some complaints from the public about the services provided through LAPOR website. The purpose of this research to determine the quality of complaint services through the LAPOR website at Departement of Education The East Java Provincial. This research uses a qualitative approach with data collection techniques through observation, interview, and documentation. In this study using the E-ServQual theory from Zheitaml, Parasuraman, and Malhotra in Tjiptono (2019) with the results showing that: 1) Efficiency, the implementation has been carried out well because of the ease of accessing and managing the LAPOR website. 2) Reliability, the implementation has not been carried out properly, there are still several complaints whose follow-up is less detailed and comprehensive. 3) Fullfilment, the implementation has not been carried out well because there are still complaints whose follow-up exceeds the regulatory time limit. 4) Privacy, the implementation has been carried out well from the security of the website usage account.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) > JA51 Public management | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Siti Noer Lia | ||||||||
| Date Deposited: | 15 Jul 2024 03:03 | ||||||||
| Last Modified: | 15 Jul 2024 03:03 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/25981 |
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