Nabiilah, Luthfiyyah (2025) Responsivitas Pelayanan Pengaduan SP4N-LAPOR (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional-Layanan Aspirasi Dan Pengaduan Online Rakyat) Di Dinas Pendidikan Provinsi Jawa Timur. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study explores the responsiveness of the SP4N LAPOR complaint management system at the East Java Provincial Education Office. Triggered by the high volume of public complaints regarding education issues, the research highlights the importance of these complaints as indicators of public service quality and tools for evaluation. A descriptive qualitative method was applied, using interviews, observation, and documentation, with data analyzed through Miles and Huberman’s interactive model. Responsiveness was assessed using Zeithaml’s six indicators ability to respond, service speed, service accuracy, precision, timeliness, and ability to handle complaints. The findings indicate that although the office has made efforts to comply with standard operating procedures and staff demonstrate a responsive attitude, similar types of complaints persist yearly, submitted by different individuals. This recurrence suggests that root problems remain unresolved. The study emphasizes the crucial role of responsive services in enhancing education quality and identifies the need for improved human resources and supporting infrastructure to ensure efficiency and long-term resolution of issues. Ultimately, this research underscores the significance of institutional responsiveness as a key factor in the effectiveness of public service delivery in the education sector. Keywords: Public service; Education; Complaint; Responsiveness; SP4N Lapor
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Luthfiyyah Nabiilah | ||||||||
| Date Deposited: | 21 Jul 2025 04:43 | ||||||||
| Last Modified: | 21 Jul 2025 04:43 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/39617 |
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