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Oktariyanda, Trenda Aktiva
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Kualitas Layanan Aspirasi dan Pengaduan Online Rakyat (Lapor Pak Yes!) di Dinas Komunikasi dan Informatika Kabupaten Lamongan Tiaranita, Nasywa Rahmadhanty; Oktariyanda, Trenda Aktiva; M, Meirinawati; Fanida, Eva Hany
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.
Inovasi Layanan Elektronik Mobile Perekaman dan Aktivasi Indentitas Kependudukan Digital Penduduk Desa (Lemper Pedes) di Kecamatan Balongbendo, Sidoarjo Ramadhani, Intan Putri; Fanida, Eva Hany; M, Meirinawati; Oktariyanda, Trenda Aktiva
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.18502998

Abstract

Public service is a form of government responsibility in fulfilling the needs of the community for goods, services and services. However, in its implementation, public services still experience many problems, so that effective and efficient public services have not been achieved and fulfilled. The Sidoarjo Regency Government is one of the regions that actively develops innovation, through a competition called Kisi (Sidoarjo Innovation Competition) and One of the Districts participating in this competition is Balongbendo District by creating an innovation Patas (Sub-district Services in Villages). The purpose of this study is to analyze and describe the Lemper Pedes Innovation in Balongbendo District, Sidoarjo with a qualitative approach and descriptive method where data collection is through documentation, interviews and observations. The results of the study indicate that the Lemper Pedes Innovation has been running well, although several indicators have not been optimal due to still facing obstacles related to internet network stability, the gap in community ability and access in using smartphones, lack of socialization for the community, minimal budget allocation for equipment maintenance and upkeep, and the lack of a systematic and documented evaluation system.
Co-Authors Adelia, Regina Bella Adhima, Naila Fauza Agustin, Cindy Pramita Agustiningsih, Diana Sari Akbar, Baharudin Aliy, Adhim Lathif Anggraeni, Zahrani Putri Arthamevia, Valencya Audinalupita, Amalia Aulia, Salsabila Safira Cahyani, Dwinda Rachma Deby Febriyan Eprilianto Dewi Permatasari, Dewi Dian Novita Sari, Dian Novita Epriliant, Deby Febriyan Eva Hany Fanida, Eva Hany Fitrianingrum, Aditya Pratiwi FITROTUN NISWAH Funuha, Ikhfananfalul Indrawati, Tri Mei Ishlahah, Fitriatul Lutfiah, Sunisfatul M, Meirinawati Maharani, Delviga Septiyan Maharani, Metha Marthalina, Grecia Lusiana Megawati, Suci MEIRINAWATI Meirinawati Meirinawati, Meirinawati Nafiah, Nurin Ningrum, Dwi Kurnia Octaverina, Shelina Rintan Permatasari, Rachmadita Evi Pristikawati, Vira Ramadani, Elisa Putri Ramadhani, Intan Putri Ramadyna, Noza Fawwas Ramdhani, Ilham Rizky Kusumawardani Sari, Putri Indah Septianingrum, Diyenik Eka Sholicha, Irsy Kharimatus Sholihah, Khofifatus Sintania, Jihan Suhermawan, Divanda Erielya Susilowati, Naomi Tiaranita, Nasywa Rahmadhanty Wardany, Anggi Kusuma Yulika, Ikhlima Rahma Yuni Lestari Yunita, Alya Rahma