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RESPONSIVE GOVERNANCE DALAM PENANGANAN ADUAN MASYARAKAT MELALUI PORTAL LAPORGUB BALAI BESAR PELAKSANAAN JALAN NASIONAL (BBPJN) JAWA TENGAH- DAERAH ISTIMEWA YOGYAKARTA Reina Tri Lenggani; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56795

Public complaint handling is an important indicator in realizing responsive governance. Governments are required to respond to public complaints promptly, accurately, and carefully as a form of citizen-oriented public service. This study aims to analyze the implementation of responsive governance in handling public complaints through the LaporGub! Portal at the National Road Implementation Agency of Central Java–Special Region of Yogyakarta (BBPJN Central Java–DIY) and to identify the inhibiting factors. This research employs a qualitative descriptive method with data collection techniques consisting of in-depth interviews, observations, and documentation. The informants include BBPJN Central Java–DIY officials and related stakeholders involved in complaint management. The findings show that the implementation of responsive governance has been carried out through the utilization of a digital complaint system, particularly in initial responses and report distribution mechanisms. However, the responsiveness demonstrated remains administrative in nature and has not fully focused on substantive problem resolution. The main inhibiting factors include limited human resources, insufficient budget allocation, and lengthy internal bureaucratic processes. This study concludes that improving responsiveness should emphasize follow-up certainty, bureaucratic efficiency, and the substantive fulfillment of public needs.

PROSES KOLABORASI DALAM PENGEMBANGAN DESA WISATA BALONG KECAMATAN JEPON KABUPATEN BLORA Sriajeng Pramugita Salsabilla; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56781

Balong Tourism Village in Jepon District, Blora Regency, has significant tourism potential. However, its development remains hampered by ineffective collaboration between the government, community, and private sector. This study analyzes the collaborative process in tourism village development using a collaborative governance approach, emphasizing the importance of active involvement of all stakeholders. The results indicate that despite ongoing collaboration, the community's role remains limited, government support is suboptimal, and private sector involvement is minimal. The collaboration is primarily driven by the Tourism Awareness Group (Pokdarwis), but this lacks adequate structural support. The collaborative process, which should include face to-face dialogue, trust-building, and commitment to shared goals, remains suboptimal, hampering the achievement of sustainable tourism village management. Strengthening local institutional capacity and implementing more inclusive and structured collaboration are key to the successful development of a more participatory and sustainable Balong Tourism Village.

IMPLEMENTASI KEBIJAKAN PENGEMBANGAN MANAJEMEN SISTEM PEMERINTAHAN BERBASIS ELEKTRONIK (SPBE) KOTA SALATIGA Eirene Laura Juwita Herawati; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56783

This study aims to deeply analyze the implementation of the Electronic-Based Government System (SPBE) policy in Salatiga City and to identify the supporting and inhibiting factors in its execution. SPBE is a strategic initiative by the Indonesian government to achieve clean, effective, transparent, and accountable governance through the integrated use of information and communication technology (ICT). Using a descriptive qualitative approach with a case study method, this research explores the implementation complexities behind quantitative achievements. Data were collected through in-depth interviews with key local government officials, non-participant observation, and document analysis of SPBE-related policies. The findings reveal a paradox: although Salatiga City achieved a "Very Good" rating in the national SPBE Index, the SPBE Management Domain itself shows low performance. Implementation has proceeded gradually, marked by the establishment of institutional structures, the development of digital services, and the integration of information systems. However, the policy's execution still faces serious obstacles, including limited and uneven technological infrastructure, a scarcity of competent human resources in ICT, low digital literacy among officials and the public, and challenges in inter-agency coordination exacerbated by sectoral egos. On the other hand, leadership commitment, clear regulations, and the successful adoption of several national applications are supporting factors. This study concludes that the high SPBE achievement is more superficial and driven by meeting service indicators, while its managerial foundation remains fragile. Strategic strengthening of human resource capacity, increased infrastructure budget allocation, bureaucratic management reform, and active public participation are essential to achieving the goals of SPBE optimally and sustainably.

EVALUASI KEBIJAKAN PERATURAN BUPATI KABUPATEN KUDUS NOMOR 37 TAHUN 2020 TENTANG PENGELOLAAN SISTEM PENGADUAN INTERAKTIF LINTAS SEKTORAL Novan Atthoriq; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56846

The background of this research is based on the importance of digital transformation in improving the quality of public services, particularly through an application-based complaint system that includes SP4N-Lapor, Lapor Gub, and Wadul K1 and K2 integrated in the Kudus Sehat application. Problems found in this study include many complaints that have not been responded to by OPD, there are delays in complaint responses, and dissatisfied responses from Kudus Sehat application users. This study aims to evaluate the implementation of the Kudus Regency Regent Regulation Number 37 of 2020 concerning the Management of Cross-Sectoral Interactive Complaint Systems and analyze the inhibiting factors in the policy evaluation process. This study uses a qualitative approach with descriptive methods. Data collection techniques are carried out through interviews, observations, and documentation studies. The policy evaluation is analyzed using the theory of Bridgman and Davis with input, process, output, and outcome indicators, while factors inhibiting evaluation are analyzed using the theory of William N. Dunn. The results of the study indicate that in terms of process, output, and outcome indicators, the complaint system management policy has been running quite effectively, marked by the transformation of services to digital platforms, increased public participation, and a positive impact in the form of increased certainty of public service information. However, input indicators still reveal limited human resources and inconsistent budget allocations between regional government agencies (OPDs). Furthermore, policy evaluation barriers arise from the setting of performance targets for 1x24-hour complaint responses, which have not been fully achieved. This study recommends strengthening resources and adjusting performance targets to more realistic ones to improve the effectiveness of managing the interactive cross-sectoral complaint system in Kudus Regency..

PEMBERDAYAAN MASYARAKAT DALAM PEMANFAATAN ECENG GONDOK DI DESA KESONGO KECAMATAN TUNTANG KABUPATEN SEMARANG Vinsensia Apriliana Crisindi; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56817

Rawa Pening in Semarang Regency is one of the national priority lakes based on Presidential Regulation No. 60 of 2021. The main problem faced is the massive growth of water hyacinth due to human activities around the lake, which has an impact on siltation and disrupts the economic activities of the community. The Kesongo Village Government is trying to overcome this problem through community empowerment based on local potential, one of which is by supporting the development of Bengok Craft as an MSME business that processes water hyacinth into value-added products. This study aims to analyse the community empowerment process carried out by the village government and identify the supporting and inhibiting factors. The method used is descriptive qualitative through observation, interviews, and documentation. The results show that empowerment is carried out through the stages of awareness raising, capacity building, and empowerment. Supporting factors include the availability of raw materials, production facilities and infrastructure, as well as functioning organisations and administration. Meanwhile, inhibiting factors include limited human resource quality, weak supporting institutions, and the lack of adequate village government policies. This study concludes that Bengok Craft has the potential to be a dual solution, namely controlling water hyacinth and empowering the community economically, but it still requires institutional strengthening and the formulation of village policies in order to run more optimally and sustainably.

PEMBERDAYAAN MASYARAKAT DALAM PEMANFAATAN ECENG GONDOK DI DESA KESONGO KECAMATAN TUNTANG KABUPATEN SEMARANG Vinsensia Apriliana Crisindi; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56827

Rawa Pening in Semarang Regency is one of the national priority lakes based on Presidential Regulation No. 60 of 2021. The main problem faced is the massive growth of water hyacinth due to human activities around the lake, which has an impact on siltation and disrupts the economic activities of the community. The Kesongo Village Government is trying to overcome this problem through community empowerment based on local potential, one of which is by supporting the development of Bengok Craft as an MSME business that processes water hyacinth into value-added products. This study aims to analyse the community empowerment process carried out by the village government and identify the supporting and inhibiting factors. The method used is descriptive qualitative through observation, interviews, and documentation. The results show that empowerment is carried out through the stages of awareness raising, capacity building, and empowerment. Supporting factors include the availability of raw materials, production facilities and infrastructure, as well as functioning organisations and administration. Meanwhile, inhibiting factors include limited human resource quality, weak supporting institutions, and the lack of adequate village government policies. This study concludes that Bengok Craft has the potential to be a dual solution, namely controlling water hyacinth and empowering the community economically, but it still requires institutional strengthening and the formulation of village policies in order to run more optimally and sustainably.

DINAMIKA KOLABORASI DALAM PENGEMBANGAN PARIWISATA KOTA KREATIF GASTRONOMI DI KOTA SALATIGA Shafa Elmira Aziza; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56960

The City of Salatiga has strong potential in gastronomic tourism, reflected in its nomination for the UNESCO Creative Cities Network under the Creative City of Gastronomy category. Its development is guided by the 2021–2026 RIPPARDA and involves multi-actor collaboration among government, academia, communities, media, financial institutions, and businesses. However, collaboration dynamics remain suboptimal, hindering the realization of this goal. This study aims to analyze collaboration dynamics and identify driving and inhibiting factors in gastronomic tourism development. Using a descriptive qualitative approach, data were collected through in-depth interviews, observation, and documentation. The study applies Collaborative Governance theory by Kirk Emerson, Tina Nabatchi, and Stephen Balogh (2012), focusing on principled engagement, shared motivation, and capacity for joint action. Findings show that collaboration is constrained by weak communication, top-down approaches, and limited trust and commitment. Key barriers include unequal resources, hierarchical institutional structures, and political changes, while cultural flexibility acts as a supporting factor. The study recommends strengthening inclusive communication, shared commitment, resource allocation, accountability systems, and coordination mechanisms to improve sustainable collaboration.

ANALISIS TINGKAT KEPUASAN PENGGUNA GERBONG KHUSUS WANITA KERETA REL LISTRIK COMMUTERLINE RANGKASBITUNG Sahira Mardarena; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56994

Metropolitan areas such as Jakarta have high levels of vehicle use, which causes traffic congestion. The government provides public transportation such as the KRL, operated by KAI Commuter, to facilitate public mobility. However, this service still receives complaints, especially from female passengers on women-only carriages. On the Rangkasbitung Commuterline, the number of women-only carriages is still limited, so some passengers use the general carriages. This situation has the potential to cause discomfort and the risk of harassment, so the provision of women-only carriages and a complaint system needs attention. The study aims to determine the relationship between Service Quality (X1) and User Satisfaction (Y), the relationship between Complaint Handling (X2) and User Satisfaction (Y), and the relationship between Service Quality (X1) and Complaint Handling (X2) on User Satisfaction (Y) among passengers in women-only carriages, with the theory matrix as the focus of the study due to its higher density compared to other routes. The method used an explanatory quantitative approach with data collection in the form of questionnaires, documentation, and interviews based on proportional random sampling of 100 female carriage users spread across stations on the Rangkasbitung Commuterline. Data analysis included Spearman's rho validity, Cronbach's alpha reliability, Kendall Tau (τ) correlation, Kendall Concordance (W), and Coefficient of Determination (R2). The results showed a positive and significant relationship between Service Quality (X1) and User Satisfaction (Y) of 0.341 and a Coefficient of Determination with a contribution of 37.6%. The correlation of other variables shows a positive and significant relationship between Complaint Handling (X2) and User Satisfaction (Y) of 0.238 and the Coefficient of Determination with a contribution of 24.9%. Stimulatingly, there is a positive relationship between Service Quality (X1) and Complaint Handling (X2) with User Satisfaction (Y) of 0.434 and a Coefficient of Determination of 37.7%.

PEMBERDAYAAN FAKIR MISKIN OLEH DINAS SOSIAL KOTA SEMARANG: ANALISIS TAHAPAN PEMBERDAYAAN DAN FAKTOR-FAKTOR YANG MEMENGARUHINYA Yosafhat Manalu; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56961

Poverty remains one of the persistent social challenges faced by local governments, including Semarang City. The paradox between the city's high economic achievements and the 119.04% surge in the number of the poor to 63,091 individuals in 2024 indicates that existing empowerment programs have yet to produce optimal economic independence. This study aims to analyze the stages of empowerment of the poor implemented by the Semarang City Social Service (Dinas Sosial) and to identify the factors influencing its implementation. A qualitative descriptive research method was employed, with data collected through observation, in-depth interviews, and documentation. Informants were selected using purposive and snowball sampling techniques, consisting of Social Service officials, PKH facilitators, district social workers (TKSK), and beneficiaries. The findings reveal that empowerment is carried out through three stages: the awareness stage, the capability transformation stage, and the intellectual capacity enhancement stage. At the awareness stage, beneficiaries began to recognize their own potential, although their understanding of poverty remains oriented toward short-term social assistance. At the capability transformation stage, vocational training through the Joint Business Group (KUBE) has enabled some beneficiaries to engage in productive activities, yet its application remains inconsistent due to challenges in business management and marketing. At the intellectual capacity enhancement stage, some beneficiaries have begun to make independent economic decisions, though the ability to systematically develop business plans has not been evenly distributed. The factors influencing the empowerment process include natural resources, human resources, institutional conditions, infrastructure, policy, and organizational administrative aspects. Low quality of human resources among the poor and budget constraints constitute the most significant obstacles. Strengthening post-program mentoring, improving managerial capacity, and updating the DTKS data are recommended to make the empowerment of the poor more effective and sustainable.

IMPLEMENTASI KEBIJAKAN RETRIBUSI PARKIR DI TEPI JALAN UMUM DI KABUPATEN WONOSOBO Jauza Sahda Shofiyana; R. Slamet Santoso
Journal of Management and Public Policy Vol 15, No 2: April 2026
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmpp.v15i2.56938

The parking fee policy on public roads is one of the local government's instruments to increase Local Own-Source Revenue (PAD) while maintaining order in the use of public space. However, in Wonosobo Regency, the realization of parking fee revenue has not been able to reach the target set by the local government. In 2024, the realization of parking fee revenue only reached around 53.38% of the target. This condition indicates a gap between the retribution revenue target and the collection practices in the field, which are characterized by parking fees that are not in accordance with the provisions, inconsistent use of parking tickets, and suboptimal parking supervision. This study aims to analyze the implementation of roadside parking retribution policy in Wonosobo Regency and identify the supporting and inhibiting factors in its implementation. The research used a qualitative method with a descriptive approach. Data collection techniques were carried out through interviews, observations, and documentation. The analysis of policy implementation used the concept of policy success according to Riant Nugroho, while the factors influencing policy implementation were analyzed using the theory of Van Meter and Van Horn. The results of the study indicate that the implementation of the roadside parking fee policy in Wonosobo Regency has not been optimal. This is evident in the failure to achieve the parking fee revenue target, collection practices that are still influenced by old habits, inconsistent use of parking tickets, and low compliance with parking fees among parking attendants. Factors supporting policy implementation include the existence of regional regulations and the commitment of the local government, while inhibiting factors include limited parking supervision personnel, inconsistent use of parking tickets, and irregular coordination between agencies.

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