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All Journal Jurnal Ilmu Pendidikan dan Sains Islam Interdisipliner
Katharina Amalia Wijaya
Universitas Indo Global Mandiri
Religion Humanities Library & Information Science Social Sciences

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SP4N LAPOR: From Public Complaints to Good Governance Katharina Amalia Wijaya; Isabella; Doris Febriyanti
Jurnal Ilmu Pendidikan dan Sains Islam Interdisipliner Vol. 5 No. 3 Agustus 2026: Jurnal Ilmu Pendidikan dan Sains Islam Interdisipliner
Publisher : Yayasan Azhar Amanaa Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59944/jipsi.v5i3.1508

Abstract

This study analyzes the transformation of digital-based public services through the National Public Service Complaint Management System and People's Online Aspiration Service (SP4N LAPOR) and its contribution to good governance at the Communication and Informatics Office of South Sumatra Province. Using a qualitative descriptive method with a case study approach, data were collected through interviews, observation, documentation, and questionnaires. Analysis was conducted using Everett M. Rogers' Diffusion of Innovation Theory, encompassing relative advantage, compatibility, complexity, trialability, and observability. The findings indicate that SP4N LAPOR has contributed to transparency, accountability, and public participation in public services. The application facilitates online complaints, provides status tracking features, and helps the government manage complaints systematically. However, implementation still faces challenges such as low public digital literacy, suboptimal socialization, limited human resources, insufficient coordination among Regional Government Agencies (OPD), and limited supporting resources. This study concludes that digital transformation through SP4N LAPOR has positively impacted governance but requires strengthening in socialization, inter-agency coordination, complaint follow-up quality, and resource support for optimal system benefits.
Co-Authors Isabella