Optimalisasi Aplikasi SP4N (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) Lapor dalam Pengelolaan Pengaduan Masyarakat di Dinas Komunikasi dan Informatika Kabupaten Sidoarjo Provinsi Jawa Timur. (Optimization of the SP4N Application (National Public Service Complaint Management System) Report in Public Complaint Management at the Communication and Informatics Service, Sidoarjo Regency, East Java Province).

Sowa, Rivano Adi (2024) Optimalisasi Aplikasi SP4N (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) Lapor dalam Pengelolaan Pengaduan Masyarakat di Dinas Komunikasi dan Informatika Kabupaten Sidoarjo Provinsi Jawa Timur. (Optimization of the SP4N Application (National Public Service Complaint Management System) Report in Public Complaint Management at the Communication and Informatics Service, Sidoarjo Regency, East Java Province). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The concept of industrial revolution refers to the technological revolution or digital 5.0 (Five Point Zero) which has developed rapidly in Indonesia. Weak government services due to information technology problems prompted the government to issue the SP4N Lapor Application service program. The aim of this research is to analyze the optimization of the SP4N (National Public Service Complaint Management System) Report application in managing public complaints at the Sidoarjo Regency Communication and Information Service and to analyze what factors influence performance in the SP4N (National Public Service Complaint Management System) application. ) Report in the management of public complaints at the Sidoarjo Regency Communication and Information Service. This type of research uses descriptive qualitative research. Data collection techniques include interviews, observation and documentation. The results of the research prove that the optimization of the SP4N Report Sidoarjo Regency application based on analysis of indicators of information quality, system quality, service quality, use, satisfaction with use is optimal, but there are parts that need to be improved, namely system quality and information quality. Internal factors, namely the quality of the system. With a good quality system, optimization of the SP4N Lapor application in Sidoarjo district can run optimally because there are no problems when opening the website or using the application. External factors are the lack of participation of the Sidoarjo community in using the SP4N Lapor application.

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