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Muhammad Lukman Hakim, Muhammad Lukman
Jurusan Teknik Informatika Universitas Pasundan Bandung
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Journal : Pinisi Business Administration Review

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Complaint Handling Performance in the Jogja Smart Service: Responsiveness and SOP Compliance Nur Fattah, Arsianita; Asmansyah, Asmansyah; Hakim, Muhammad Lukman; Agung, Magda Faradiba Mauludia
Pinisi Business Administration Review Volume 8 Number 1, March 2026
Publisher : Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/pbar.v8i1.76402

Abstract

The development of e-government has encouraged the use of digital applications in public services, including citizen complaint systems. The Yogyakarta City Government developed the Jogja Smart Service (JSS) to facilitate online reporting, monitoring, and resolution of public complaints. However, delays in response and several complaints that are not consistently followed up on remain. This study aims to analyze the performance of the JSS complaint service, focusing on staff responsiveness, follow-up mechanisms, and compliance with standard operating procedures (SOP). This research employed a descriptive qualitative approach, using in-depth interviews, limited observation, and document reviews of complaint records and related regulations. Data were analyzed through reduction, presentation, and conclusion drawing. The findings show that JSS improves service accessibility and simplifies complaint recording, yet responsiveness remains uneven across implementing agencies. Follow-up mechanisms function, but the duration of case resolution and documentation of evidence are not always consistent. Compliance with SOP remains partial, particularly for complaints that require cross-agency coordination. In conclusion, the JSS complaint service performs moderately effectively but requires improvements in responsiveness, standardized follow-up procedures, and stricter enforcement of SOPs. These findings provide insights for improving digital complaint management in local government.
Co-Authors A. Hamdani Adi Setyo Purnomo Adi, Muhammad Wahyu Prasetyo Adlani, Maulud Agung, Magda Faradiba Mauludia Agustin, Dinar Ayu Chandara Ahmad Imron Rozuli Albar, Zainuddin Amriti Alif, Sisin Nastasya Ametha Aminati, Anida Ayu Ar Rafi, Haidar Danendra Febrian Asmansyah, Asmansyah Assidiq, Muhammad Nurhasan Astiani, Rangki Azhar, Fakhri Bilgate, Alifan Butar, Florida Butar Darsono Wisadirana Didit Sumardiyanto Donny Dharmawan Ekki Kurniawan Eko Prastyo, Redy Eldo, Handry Elizabeth Yohanes Emma Budi Sulistiarini Fajar Kurniawan Farouq, Mgs. Muhammad Fauzi, Rizal Ahmad Fazad, M. Haikhal Firman Firman Firman Firman Habbodin, Muhtar Halim, Guntoro Halimah, Adedila Hanif, Nita Aribah Hasibuan, Makmur Hendro Nurhadi Herlina Muzanah Zain Hermanto, Kiki Hidayat, Koerniawan Ikrimach - Iman, Muhammad Ilham Nur Indah Dwi Qurbani Indrapaksi, Tengku Ikhwan Alfajri Indrawati Indrawati Juartini, Tini Kamal, Muhammad Arif Khairani Khairani Koga, Yohanes Kristina, Eka Kurniawan, Muhammad Danu kusumawardani, vidya Liandhajani, Liandhajani Lukiyana, Lukiyana Mahachandra, Manik Margaretha, Fransiska Mashud, Erwin Meydi Villareal , Daniel Mitranikasih Laia Mohammad Anwar, Mohammad Mufidah, Iftin Farekana Muflihah, Septi Muhammad Eko Atmojo, Muhammad Eko Muhammad Hendri Nuryadi, Muhammad Hendri Nasiah, Zahrin Ningsih, Liasulistia Nisa, Fitri Aulia Hannan noval prayoga, moh. Nugrahimsyah, Dimas Herdian Nugroho, Fahriza Amartya Nur Amalia Hasma Nur Fattah, Arsianita Nur Khoiriyah Octaviani, Wulan Nur Octiva, Cut Susan Oktaviani, Lisa Oktopanda Pipit Widiatmaka, Pipit Pranggono, Taufan Setyo Prasetyo Adi Nugroho Prasetyo, Sisman Prastyo, Redy Eko Pratama, Silvia Abdi Pratiwi, Tasya Resa Putri Ekaresty Haes Putro, Herdayanto Sulistyo Rachmat Kriyantono Raharjo, jJangkung Rahayu, Fatma Zela Rahayu, Novi Rahmawati, Lailia Ramatillah, Diana Laila Ratih Kusumastuti Refta, Laddy Nafissa Rery Novio Reza, Booby Riyanto, Ramdhani Rohmah, Alya Awinatul Saharany, Neva Tri Sahiruddin, S Saputro, Arif Adi Seno, Kukuh Setiadi, Novan Setiawan , Fajar Alif Siswahyudianto Sri Endah Susilowati SRI FATMAWATI Subairi, Afton Sukini, Sukini Suprihartini, Yayuk Surya Rosa Putra, Surya Rosa Suryadi, Dikky Suryati Suryati Suryo Wiyono Syaharini, Dessyta Miranda Syahputra, Hendri Syahrul, Melinda Putricia syarif hadiwijaya Takbir, Fadhil Maulana Uli Wildan Nuryanto Ummi Zakiyah, Ummi Utomo, Medea Rahmadhani Wahyu Hidayat Wawan Sobari Wibisono, Mohammad Rico Widhayanti, Nur Ari Widjayanto, Hendra Wisadirana , Darsono Yuli Hidayati