Service Quality of National Public Service Management System in People's Online Aspiration and Complaint Services
Year: 2025
Type: article
Abstract: The Indonesian Regional Government’s complaint service uses the National Public Service Complaint Management System (SP4N) through the People’s Online Aspiration and Complaint Services (LAPOR) application. This study aims to evaluate the quality of SP4N–LAPOR as an official public service platform. The research was conducted in Salatiga City, Central Java Province, Indonesia, with a sample size of 100 respondents. The municipal government provided access to respondent data through the complaint web system. The findings indicate a generally positive level of public appreciation for the application. Most indicators received reasonably favorable ratings. However, several key areas require improvement, including: (1) recognition and popularity of the application, (2) reliability of application functions, (3) protection of user data, (4) transparency in the complaint process, (5) clarity of usage procedures, (6) responsiveness to complaints, and (7) availability of performance-related information. In conclusion, while SP4N–LAPOR is viewed positively by users, the application still needs further improvements across several indicators, especially in increasing public awareness and recognition.
Source: KnE Social Sciences
Authors: Suwardi, Joko Pramono
Institution: Universitas Slamet Riyadi
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7077069885