KnE Social Sciences

Published date: Aug 08 2025

Journal Title: KnE Social Sciences

Issue title: The 6th International Conference on Technology, Education, and Social Science (6th ICTESS): Education and Social Science

Pages: 117 - 134

DOI: 10.18502/kss.v10i17.19320

‎ Suwardisuwardi@unisri.ac.idFaculty of Social and Political Sciences of Universitas Slamet Riyadi, Surakarta

Joko PramonoFaculty of Social and Political Sciences of Universitas Slamet Riyadi, Surakarta

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.

Keywords: service, complaint, quality, government, region

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