Putri, Shelly Ayu Permata (2026) Complaint handling dalam layanan pengaduan masyarakat wadul bupati pada penyelengaraan nganjuk smart city. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
22041010007_NEW COVER.pdf Download (4MB) |
|
Text (BAB 1)
22041010007_BAB 1.pdf Restricted to Repository staff only until 2029. Download (417kB) |
|
Text (BAB 2)
22041010007_BAB 2.pdf Restricted to Repository staff only until 1 September 2029. Download (407kB) |
|
Text (BAB 3)
22041010007_BAB 3.pdf Restricted to Repository staff only until 2029. Download (343kB) |
|
Text (BAB 4)
2204101007_BAB 4.pdf Restricted to Repository staff only until 2029. Download (869kB) |
|
Text (BAB 5)
22041010007_BAB 5.pdf Download (309kB) |
|
Text (DAFTAR PUSTAKA)
2204101007_DAFTAR PUSTAKA.pdf Download (266kB) |
|
Text (LAMPIRAN)
2204101007_LAMPIRAN.pdf Restricted to Repository staff only until 2029. Download (515kB) |
Abstract
The advancement of information technology has encouraged local governments to improve the quality of public services through the implementation of the Smart City concept. One of its implementations in Nganjuk Regency is the Wadul Bupati public complaint service, which is integrated into the Nganjuk Smart City platform. This service serves as a medium for the public to submit complaints regarding public services provided by seven Regional Government Agencies (Organisasi Perangkat Daerah/OPD) responsible for emergency services. However, several challenges remain in its implementation, including the public's limited understanding of the service scope, the absence of an automatic notification feature for complaint updates, and the suboptimal delivery of follow-up information to complainants. This study aims to describe Complaint Handling in the Wadul Bupati public complaint service in the implementation of Nganjuk Smart City. The findings indicate that the accessibility aspect has been implemented well, as the public can submit complaints through the website and Android application. However, public awareness regarding the service limitation to only seven Regional Government Agencies (OPD) remains insufficient, resulting in complaints being submitted beyond the authorized scope of the service. Regarding the processing aspect, complaint handling has been carried out in accordance with the established Standard Operating Procedures (SOP), including verification, disposition, coordination, and follow-up by the responsible agencies. Nevertheless, the resolution of several complaints has experienced delays due to budget constraints, inter-agency coordination issues, and the complexity of field conditions. In terms of results, most complaints have received follow-up actions; however, the delivery of information to complainants has not been fully optimized because discrepancies still exist between the complaint status displayed in the system and the actual conditions in the field. Therefore, improving public outreach, developing an automatic notification feature, and strengthening coordination among Regional Government Agencies are necessary to enhance the effectiveness of complaint handling in supporting the implementation of Nganjuk Smart City. Keywords: Complaint Handling, Public Service, Public Complaints, Smart City, Wadul Bupati.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | J Political Science > JA Political science (General) > JA51 Public management | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | S1 Shelly Ayu Permata | ||||||||
| Date Deposited: | 01 Sep 2026 03:56 | ||||||||
| Last Modified: | 01 Sep 2026 04:19 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59599 |
Actions (login required)
 |
View Item |