Kualitas Pelayanan Progran SPAN LAPOR! Dalam Peningkatan Pengelolaan Pengaduan Masyarakat di Provinsi Jawa Timur

Abstract

This study aims to describe and analyze the service quality of the SP4N LAPOR! program in improving the management of public complaints in East Java Province. The background of this research is the low level of public participation and the application rating of only 2.4 out of 5 stars, indicating user dissatisfaction with accessibility, response speed, and service reliability. The study employs a descriptive qualitative approach using Eko Indrajit’s Government to Citizen (G2C) theory through in-depth interviews, observations, and document analysis at the East Java Provincial Communication and Information Agency and the East Java Ombudsman. The findings show persistent issues in efficiency, responsiveness, and report classification accuracy, with 75.7% of reports unclassified. However, the East Java Provincial Government has made improvement efforts, as evidenced by better follow-up on reports and national awards received. The implications of this study highlight the need for enhanced public outreach, system improvements, and strengthened human resource capacity among administrators so that SP4N LAPOR! can function optimally as an e-government channel supporting responsive and transparent public services.