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All Journal Socius: Social Sciences Research Journal
Meirinawati M
Ilmu Administrasi Negara, Universitas Negeri Surabaya
Religion Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media

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Kualitas Layanan Aspirasi dan Pengaduan Online Rakyat (Lapor Pak Yes!) di Dinas Komunikasi dan Informatika Kabupaten Lamongan Nasywa Rahmadhanty Tiaranita; Trenda Aktiva Oktariyanda; Meirinawati M; Eva Hany Fanida
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 7 (2026): February 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18437959

Abstract

This study examines the quality of the Online Public Aspiration and Complaint Service (LAPOR PAK YES!) managed by the Communication and Informatics Office of Lamongan Regency as a form of digital-based public service innovation. The platform is intended to facilitate public participation by enabling citizens to submit aspirations, complaints, and reports regarding public services. This research employs a descriptive qualitative approach, with data collected through interviews, observations, and documentation. The analysis is guided by the E-ServQual framework, which includes efficiency, system reliability, fulfillment, privacy, responsiveness, compensation, and contact dimensions. The findings reveal that the LAPOR PAK YES! service generally demonstrates adequate service quality, particularly in terms of ease of use and accessibility. However, several challenges remain, including limited public awareness due to insufficient direct socialization, delays in follow-up responses, and dependency on coordination with relevant agencies for complaint resolution. As a result, some reports are formally processed but lack timely and clear outcomes for users. This condition indicates a gap between public expectations and service performance. Therefore, this study recommends strengthening cross-agency coordination, improving response timeliness, and expanding outreach efforts to enhance public awareness and trust. These measures are essential to ensure more responsive, transparent, and participatory digital public services at the local government level.
The Effect of Customer Experience and Perceived Value on Tourist Satisfaction among Sidoarjo City Tour Bus Users Anisa Nur Fadilla; Meirinawati M; Eva Hany Fanida; Fitrotun Niswah
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 6 (2026): Januari
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18371566

Abstract

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.
Efektivitas Pelayanan Sistem Penerimaan Murid Baru (SPMB) di Sekolah Menengah Pertama Negeri 4 Lamongan Evanda Arsinta Rahma; Meirinawati M; Eva Hany Fanida; Fitrotun Niswah
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 7 (2026): February 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18433328

Abstract

This study aims to analyze the effectiveness of the New Student Admission System (Sistem Penerimaan Murid Baru/SPMB) services at SMP Negeri 4 Lamongan in the 2025/2026 academic year. The research employed a qualitative approach with a descriptive design. Data were collected through observations, in-depth interviews, and documentation involving the SPMB committee, prospective students, and parents. The main research instrument was the researcher, supported by interview and observation guidelines. Data analysis was conducted inductively using the Miles and Huberman interactive model, consisting of data collection, data reduction, data display, and conclusion drawing. The results indicate that the implementation of SPMB services at SMP Negeri 4 Lamongan was effective in terms of goal achievement, integration, and adaptation. Admission targets were achieved according to the established capacity, coordination among committee members was well organized, and adaptive measures were implemented to address technical constraints and community needs. However, improvements in technical socialization and assistance are still required to enhance the quality of SPMB services in the future.
Co-Authors Anisa Nur Fadilla Eva Hany Fanida Evanda Arsinta Rahma Fitrotun Niswah Nasywa Rahmadhanty Tiaranita Trenda Aktiva Oktariyanda