Electronic Theses and Dissertation

Penelitian ini dilatarbelakangi oleh tuntutan penyelenggaraan pelayanan publik yang semakin efektif, transparan, dan responsif melalui pemanfaatan teknologi informasi. Salah satu inovasi yang diterapkan pemerintah adalah Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional–Layanan Aspirasi dan Pengaduan Online Rakyat (SP4N-LAPOR), yang berfungsi sebagai media penyampaian aspirasi dan pengaduan masyarakat secara daring. Namun, implementasinya di Kota Banda Aceh masih menghadapi berbagai kendala, seperti rendahnya tingkat sosialisasi kepada masyarakat, keterbatasan literasi digital sebagian pengguna, serta perlunya peningkatan koordinasi antarorganisasi perangkat daerah dalam menindaklanjuti laporan. Penelitian ini bertujuan untuk menganalisis efektivitas penerapan aplikasi SP4N-LAPOR sebagai media layanan aspirasi dan pengaduan masyarakat di Kota Banda Aceh. Penelitian menggunakan metode deskriptif dengan pendekatan kualitatif. Data diperoleh melalui observasi, wawancara, dan dokumentasi terhadap sembilan informan yang terdiri atas pengelola aplikasi, admin organisasi perangkat daerah, dan masyarakat pengguna layanan. Analisis data dilakukan menggunakan model Miles dan Huberman yang meliputi reduksi data, penyajian data, serta penarikan kesimpulan. Efektivitas penerapan aplikasi dianalisis berdasarkan indikator Gibson, Ivancevich, dan Donnelly, yaitu produksi, efisiensi, kepuasan, keadaptasian, dan pengembangan. Hasil penelitian menunjukkan bahwa penerapan SP4N-LAPOR di Kota Banda Aceh telah memberikan kemudahan bagi masyarakat dalam menyampaikan aspirasi dan pengaduan secara cepat, mudah, dan transparan. Meskipun demikian, efektivitas pelaksanaannya belum optimal karena masih terdapat kendala pada aspek sosialisasi, partisipasi masyarakat, dan kecepatan tindak lanjut laporan oleh beberapa instansi. Pemerintah Kota Banda Aceh telah berupaya meningkatkan efektivitas layanan melalui penguatan sumber daya manusia, perbaikan sistem pengelolaan pengaduan, serta peningkatan sosialisasi kepada masyarakat. Untuk Pemerintah Kota Banda Aceh, disarankan terus meningkatkan edukasi dan sosialisasi kepada masyarakat, memperkuat koordinasi antarorganisasi perangkat daerah, serta meningkatkan kualitas sumber daya manusia dan sistem monitoring tindak lanjut laporan sehingga efektivitas pelayanan melalui SP4N-LAPOR dapat semakin optimal.
Kata Kunci: Efektivitas, SP4N-LAPOR, Pelayanan Publik, Pengaduan Masyarakat, E-Government.

This study was motivated by the growing demand for public services that are more effective, transparent, and responsive through the utilization of information technology. One of the innovations implemented by the government is the National Public Service Complaint Management System–People's Online Aspiration and Complaint Service (SP4N-LAPOR), which serves as an online platform for submitting public aspirations and complaints. However, its implementation in Banda Aceh still faces several challenges, including limited public outreach, inadequate digital literacy among some users, and the need to strengthen coordination among local government agencies in handling public reports. This study aims to analyze the effectiveness of implementing the SP4N-LAPOR application as a public aspiration and complaint service in Banda Aceh City. The research employed a descriptive qualitative approach. Data were collected through observation, interviews, and documentation involving nine informants consisting of application administrators, regional agency administrators, and community members who had used the service. Data were analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The effectiveness of the application was assessed using the indicators proposed by Gibson, Ivancevich, and Donnelly, namely production, efficiency, satisfaction, adaptability, and development. The findings indicate that the implementation of SP4N-LAPOR in Banda Aceh has facilitated the public in submitting aspirations and complaints in a faster, easier, and more transparent manner. Nevertheless, its implementation has not yet reached optimal effectiveness due to limited public awareness, low community participation, and delays in the follow-up process by several government agencies. The Banda Aceh City Government has sought to improve service effectiveness by strengthening human resources, improving complaint management systems, and expanding public outreach. It is recommended that the Banda Aceh City Government continue to enhance public education and socialization, strengthen coordination among regional government agencies, and improve the quality of human resources as well as the monitoring system for complaint follow-up to further optimize the effectiveness of SP4N-LAPOR services. Keywords: Effectiveness, SP4N-LAPOR, Public Service, Public Complaints, E- Government