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      "title": "ANALISIS PENGELOLAAN PENGADUAN MASYARAKAT BERBASIS\r\nDIGITAL DALAM PERSPEKTIF UTAUT MODEL: STUDY KASUS SP4NLAPOR\r\nDI KABUPATEN\r\nBOYOLALI",
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      "thesis_type": "bachelor",
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      "keywords": "P4N-LAPOR, Pelayanan Publik Digital, E-Government, Boyolali,\r\nPengaduan Masyarakat, UTAUT Model, Digital Public Services, Public\r\nComplaints.",
      "dir": "disk0\/00\/03\/24\/19",
      "abstract": "Penelitian ini menganalisis pengelolaan pengaduan masyarakat berbasis\r\ndigital dalam perspektif Unified Theory of Acceptance and Use of Technology\r\n(UTAUT) pada implementasiSP4N-LAPOR di Kabupaten Boyolali. Perkembangan\r\nteknologi informasi mendorong pemerintah untuk menghadirkan inovasi pelayanan\r\npublik yang lebih cepat, transparan, dan partisipatif. SP4N-LAPOR hadir sebagai\r\nsistem pengelolaan pengaduan nasional yang bertujuan mewujudkan tata kelola\r\npemerintahan yang akuntabel dan berbasis e-government. Namun, dalam\r\nimplementasinya masih ditemukan berbagai kendala seperti ketepatan waktu\r\npenyelesaian laporan, rendahnya literasi digital masyarakat, serta kurangnya\r\nsosialisasi dari pemerintah daerah. \r\nPenelitian ini bertujuan untuk menganalisis pengelolaan serta tingkat\r\npenerimaan SP4N-LAPOR oleh masyarakat dan pemerintah daerah dengan\r\nmenggunakan model UTAUT yang meliputi Performance Expectancy, Effort\r\nExpectancy, Social Influence, dan Facilitating Conditions. Penelitian ini\r\nmengunakan metode kualitatif dengan pendekatan studi kasus. Teknik\r\npengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi,\r\nsedangkan analisis data dilakukan melalui tahapan pengumpulan data, reduksi data,\r\npenyajian data, serta penarikan kesimpulan dan verifikasi. \r\nHasil penelitian menunjukan bahwa dari sisi pemerintah daerah, SP4NLAPOR\r\n\r\ntelah memberikan manfaat dalam meningkatkan efektivitas dan\r\ntransparansi pengelolaan pengaduan. Namun dari sisi masyarakat, manfaat dan\r\nkemudahan penggunaan layanan masih tergolong rendah di kalangan masyarakat,\r\nsementara kondisi pendukung di internal pemerintah relatif memadai meskipun di\r\ntingkat masyarakat masih terdapat kendala akses internet dan perangkat. Secara\r\numum SP4N-LAPOR telah diterima sebagai sistem pengaduan resmi pemerintah,\r\nnamun tingkat penerimaannya di masyarakat belum merata sehingga diperlukan\r\npeningkatan sosialisasi dan penguatan literasi digital.",
      "divisions": [
        "ip"
      ],
      "date": "2026-02-25",
      "department": "Fakultas Ekonomi & Sosial",
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          "name": {
            "honourific": null,
            "lineage": null,
            "family": "Zuhdan",
            "given": "Muhammad"
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