PENGARUH PENGGUNAAN APLIKASI SISTEM PENGELOLAAN PENGADUAN PELAYANAN PUBLIK NASIONAL-LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT TERHADAP EFEKTIVITAS PENANGANAN ADUAN MASYARAKAT DI KECAMATAN BATURAJA TIMUR KABUPATEN OGAN KOMERING ULU

Abstract

This study aims to determine the influence of the SP4N-LAPOR application on the effectiveness of handling public complaints in Baturaja Timur District, Ogan Komering Ulu Regency. The implementation of an e-governance–based complaint management system is essential to improving transparency and public service quality; therefore, empirical analysis is needed to assess its contribution to complaint handling performance. This research employs a quantitative method using a questionnaire consisting of 48 items distributed to 112 respondents. Validity and reliability tests show that all questionnaire items are valid and reliable (Cronbach’s Alpha for variable X = 0.943; variable Y = 0.957). The hypothesis test indicates that the t-value (11.298) exceeds the t-table value (1.982) with a significance of 0.000, proving that the use of the SP4N-LAPOR application significantly influences the effectiveness of complaint handling. The coefficient of determination (R² = 0.551) shows that SP4N-LAPOR contributes 55.1% to the effectiveness of public complaint resolution. These findings demonstrate that the SP4N-LAPOR application plays an important role in accelerating responses, improving accuracy in handling complaints, and strengthening public information transparency.