INTRODUCTION
Services are
oriented towards the implementation of government, one of which is public
services that must meet the public's expectations, aspirations, and desires. So
that the government is not only required to be oriented towards services that
only meet predetermined service standards (Azzahra, 2023).
However, the government must be able to provide innovative and responsive
services and to change so that it can continue to provide services in
accordance with the needs, desires, and circumstances that are developing in
the community at that time. This statement can be analyzed by paying attention
to Law Number 25 of 2009, which discusses the principles of public service
management procedures, which must be fair, accountable, objective, confidential
and responsive. This bureaucratic reform is the background for both central and
regional governments in implementing the concept of E-Government in facing a
digitalism-oriented paradigm of change which is considered to
be able to realize Good Governance (de Carvalho Soares et al., 2022). The
practice is a form of collaboration between the Regional Government and the
Central Government in realizing the implementation of government that can
provide the value of effectiveness, efficiency, transparency, accountability
and cleanliness from the practice of KKN and improve the quality of public
services (Salam, 2023).
The government is
required to provide changes in services so that their usefulness increases to
the community, increasing their efficiency and effectiveness (Zahran et al., 2023). This encourages the
government to innovate with the development of information technology, which is
happening today (Freddy et al., 2022). So, to realize this
governance is in line with the Laws and Regulations that regulate SPBE, namely
Presidential Regulation Number 95 of 2018.
The concept of an
e-Government or Electronic-Based Implementation System is concrete evidence of
the implementation of technology digitalization to realize a bureaucracy that
can provide excellent service by utilizing technology in the implementation of
public services in Indonesia (Savandha et al. 2024). According to
the Ministry of State Apparatus Empowerment and Bureaucratic Reform of the
Republic of Indonesia, 27,400 government applications have now been formed,
both central and regional. With services
that are now digital-based, it what proves that there is a change in habits in
the use of the internet by the public in order to face these changes, it is
necessary to have a literacy concept that is emphasized to the public when
dealing with digital media in order to be able to understand the various implementations
of digital-based services and use information sources provided by the
government known as digital literacy (Hubaib et al., 2023).
According to digital literacy, it is an ability possessed by actors who use
information and communication technology to find, evaluate, utilize, create and
communicate information with cognitive and technical skills (Nasrullah,
2018)
People with digital
skills that meet the standards of internet and information technology use
belong to a group that can use access to social services provided by the
government by using information technology properly. Thus, digital literacy is considered to be able to accommodate the community in
facing technological developments in various sectors, one of which is public
services.
The government is
obliged to implement public services to the community in the form of public
services, as stated in Law Number 25 of 2009 concerning public services. To
improve the quality of public services, the government can go through a public
complaint management system, namely with feedback by the community as a form of
participation from the community who receive public services (Firman et al., 2024).
Therefore, a nationally integrated, responsive and effective public service
complaint management system is needed to be managed by government
administrators to optimize responsive public services. So, in realizing the
bureaucracy, the government must be able to provide space for the public to
submit complaints or complaints if, in service activities, they get things that
are not in accordance with what is promised by the service provider. In
accordance with the mandate of good governance, it requires an integrated
complaint system in one door, and the system has been integrated nationally so
that the public can channel their aspirations and complaints through one
complaint channel nationally and formed in one system. Through community
service complaints, the government can measure the performance of government
results, both central and regional (Winarsih,
2005).
This regulation
encourages the government to establish a national public complaint management
system. This is the background for the formation of a system with the concept
of no wrong door policy, which in its implementation, guarantees that
complaints reported by the public will be channeled to public service providers
based on the provisions of the authority to handle these complaints. The
establishment of the Regulation of the Minister of State Apparatus Empowerment
and Bureaucratic Reform Number 3 of 2015 stipulates the establishment of the
National Public Service Complaint Management System – People's Online
Aspiration and Complaint Service (SP4N LAPOR!).
User data SP4N
LAPOR! In Indonesia, at the end of 2023, there was an increase in the number of
reports with a total of 176,853 reports, an increase of 30% from 2022. The
number of reports is dominated by reports to Ministries and Institutions of
60.39%. Meanwhile, the follow-up presentation of the report in 2023 is 85.2%.
This is not going well for SP4N LAPOR! in local government agencies, people
tend to come directly to the service place or related agency if they want to
make a complaint (Azizah & Barnad,
2022). Several obstacles to infrastructure, technological
devices, human resources, and people's digital literacy towards the application
must be analyzed more deeply. This study was conducted to find out how the
level of use of the SP4N LAPOR! in agencies at the local government level. In
this study, data and information from SP4N LAPOR were used! In East Kotawaringin Regency, Central Kalimantan Province (Nasrullah,
2018).
The number of
whistleblowers is calculated in the SP4N LAPOR! In East Kotawaringin
Regency, Central Kalimantan Province is still relatively low. This phenomenon
indicates that the implementation of SP4N LAPOR! in East Kotawaringin
Regency is not implemented optimally. This is motivated by the lack of role of
the local government in socialising the SP4N LAPOR! The
public is considered not yet digitally proficient in understanding the
procedures for using online complaint services. This is also evidenced by the
fact that there are still complaint services that are direct in nature and are
addressed to emails from relevant agencies or OPDs or through WhatsApp, which
is unofficial. Meanwhile, SP4N LAPOR!, which has
clarity regarding the report completion system, will support the process of
improving the quality of public services.
The low public
participation in the use of the SP4N LAPOR! It must also be supported by a good
and adequate aspect of information technology to increase the effectiveness and
efficiency of services (Liliana et al., 2024). Services that utilize
information technology must be supported by quality ICT components so as to provide convenience for users when using services
and avoid excessive interruptions during the service process. Quality
information technology must be supported by hardware, software, data,
procedures and capable brainwave components. So that with adequate information
technology, it can produce quality public services by combining efficiency and
technical effectiveness with sensitivity to the community's needs. Information
technology is measured by paying attention to several aspects, namely
resources, reliability, ease of use, flexibility, and security, to provide a
good user experience for its service users.
RESEARCH METHODS
This study uses a
quantitative approach. The quantitative approach stands under the auspices of
the positivism paradigm, which means exists, and is interpreted as real or
concrete and absolute according to. The data source used in this study is
primary data obtained from the results of distributing questionnaires to
respondents and documentation. The population in the study is people in East Kotawaringin Regency in 2022 aged 17 years and over which
amounted to 321,917 people. The sampling technique used is a random sampling
technique Sample calculation using the Slovin formula
in:(Sirajuddin,
2017)(Sugiyono, 2018)
Information:
n =
number of samples
N =
total population
e =
error tolerance (set at 10%)
Based on the calculation of the sample, a
sample of 100 respondents was obtained. The questionnaire instruments used in
the study include:
The
measurement scale used in this questionnaire research is the Likert Scale
(Table 1).
Table
1. Likert Scale
|
Scale
|
Code
|
Value
|
|
Strongly Agree
|
SS
|
5
|
|
Agree
|
S
|
4
|
|
Nervous
|
R
|
3
|
|
Disagree
|
TS
|
2
|
|
Strongly disagree
|
STS
|
1
|
The instrument
testing in this study uses validity testing which is the degree of accuracy
between the data that occurs in the research object and the power that can be
used by the researcher. Therefore, the researcher used Pearson's Product Moment
coefficient formula to test the validity of the research. Explanations related
to the validity or not of a statement can be through a significance test or
comparison of the value of r calculation and r table. If r calculates > r
table and the resulting value is positive, then the statement indicator with a
positive value is also good.
Variable
operationalization is a function given to a variable that gives meaning,
specifies activities, provides an operation needed to measure the variable
itself. This research is oriented in finding the influence of one variable on
another variable consisting of independent (free) variable X1 and variable X2
and one dependent variable (bound) namely variable Y. In variable X1 acts in digital literacy and
variable X2 acts in information technology, then variable Y in this study plays
a role as the impact of digital literacy in the use of online aspiration and
complaint services through SP4N LAPOR! in East Kotawaringin
Regency. The analysis of the influence between independent variables on the
dependent uses multiple linear regression analysis using SPSS Version 25
software by conducting a hypothesis test (T test). The accepted work hypothesis
is that digital literacy and information technology affect the use of
SP4N-LAPOR! in East Kotawaringin Regency (Moh. Nazir,
2005).
RESULTS AND DISCUSSION
Respondent Profile
The
profiles of the respondents in this study can be seen through tables 1 to 3
which are grouped by gender, age and type of occupation which are presented
below:
Table 1.
Gender of Respondents
|
No.
|
Gender
|
Sum
|
Percentage (%)
|
|
1.
|
Man
|
38
|
62%
|
|
2.
|
Woman
|
62
|
38%
|
|
Total Respondents
|
100
|
100%
|
Based on the table above which
shows the characteristics of the respondents, the number of women is more,
namely 62 people while men are 38 people. The results of the characteristics of
the respondents above were obtained by the researcher by providing a
questionnaire through a google form which was randomly distributed to the
people of East Kotawaringin Regency.
Table 2. Age of Respondents
|
No.
|
Age(Years)
|
Sum
|
Percentage
(%)
|
|
1.
|
17-25
|
69
|
69%
|
|
2.
|
26-30
|
10
|
10%
|
|
3.
|
31-35
|
11
|
11%
|
|
4.
|
36-40
|
4
|
4%
|
|
5.
|
>40
|
6
|
6%
|
|
Total
Respondents
|
100
|
100%
|
Based on the age category above,
the number of respondents is dominated by the age range category of 17-25 years
with a percentage figure of 69%. Furthermore, the second highest age category
is filled by the age range of 31-35 years with a percentage of 11%, followed by
the age category of 26-30 years with a percentage of 10% and the age range of
40 years and above which occupies the fourth largest percentage figure, which
is 6%. Finally, with a percentage figure of 4%, it is filled by the age range
of 36-40 years. Based on the percentage of respondents seen by age category,
the age range of 17-25 years is the composition of the population that is
considered productive in using digital-based government services, one of which
is SP4N LAPOR!.
Table 3. Type of Respondent's Job
|
It
|
Job Type
|
Sum
|
Percentage (%)
|
|
1.
|
Students / Students
|
66
|
66%
|
|
2.
|
Civil Servants
|
15
|
15%
|
|
3.
|
Self employed
|
8
|
8%
|
|
4.
|
Other
|
11
|
11%
|
|
Total Respondents
|
100
|
100%
|
The table above illustrates 100
respondents who were taken as representatives of the population categorized by
type of occupation. The largest number is students with 66% of respondents,
then civil servants with a percentage of 15%, followed by other types of work
with 11% of respondents and finally with the smallest percentage figure is
self-employed at 8%.
Validity Test,
Reliability Test and Normality Test
Testing the instrument using the
validity test method is used to measure the degree of accuracy between the
research object and the power that can be implemented by showing the validity
of the research instrument. According to validity, it is the degree of accuracy
between the data that occurs in the research object and the power that can be
used by the researcher. In terms of testing, the validity test shows that an
instrument has a high degree of validity if the validity test results are
correct while the data test results that are not relevers
indicate a low level of validity. In this validity test, the researcher used
the SPSS Version 26 program using a level of 5% which showed the results of the
valid test if r calculated from the validity test > r table with a
confidence threshold level of 95%. Below are the results of the validity test
that has been processed:(Sugiyono, 2016)
Table 4. Validity Test
|
Variable
|
Question
|
R.Table
|
R Calculate
|
Information
|
|
|
DS
1
|
0.195
|
0.833
|
Valid
|
|
|
DS
2
|
0.195
|
0.780
|
Valid
|
|
|
DS
3
|
0.195
|
0.841
|
Valid
|
|
|
DS
4
|
0.195
|
0.780
|
Valid
|
|
|
DE
1
|
0.195
|
0.773
|
Valid
|
|
|
DE
2
|
0.195
|
0.666
|
Valid
|
|
Digital
Literacy
|
DE
3
|
0.195
|
0.781
|
Valid
|
|
|
DE
4
|
0.195
|
0.737
|
Valid
|
|
|
DSF
1
|
0.195
|
0.668
|
Valid
|
|
|
DSF
2
|
0.195
|
0.757
|
Valid
|
|
|
DSF
3
|
0.195
|
0.869
|
Valid
|
|
|
DSF
4
|
0.195
|
0.813
|
Valid
|
|
|
DC
1
|
0.195
|
0.738
|
Valid
|
|
|
DC
2
|
0.195
|
0.656
|
Valid
|
|
|
DC
3
|
0.195
|
0.722
|
Valid
|
|
|
DC
4
|
0.195
|
0.730
|
Valid
|
|
|
RT
1
|
0.195
|
0.786
|
Valid
|
|
|
RT
2
|
0.195
|
0.723
|
Valid
|
|
|
RT
3
|
0.195
|
0.706
|
Valid
|
|
|
RT
4
|
0.195
|
0.769
|
Valid
|
|
|
RE
1
|
0.195
|
0.408
|
Valid
|
|
|
RE
2
|
0.195
|
0.337
|
Valid
|
|
|
RE
3
|
0.195
|
0.354
|
Valid
|
|
|
RE
4
|
0.195
|
0.274
|
Valid
|
|
Information Technology
|
FL
1
|
0.195
|
0.662
|
Valid
|
|
|
FL
2
|
0.195
|
0.580
|
Valid
|
|
|
FL
3
|
0.195
|
0.683
|
Valid
|
|
|
FL
4
|
0.195
|
0.721
|
Valid
|
|
|
SS
1
|
0.195
|
0.308
|
Valid
|
|
|
SS
2
|
0.195
|
0.615
|
Valid
|
|
|
SS
3
|
0.195
|
0.383
|
Valid
|
|
User Convenience
|
SS
4
|
0.195
|
0.393
|
Valid
|
|
KM
1
|
0.195
|
0.710
|
Valid
|
|
KM
2
|
0.195
|
0.719
|
Valid
|
|
KM
3
|
0.195
|
0.722
|
Valid
|
|
KM
4
|
0.195
|
0.724
|
Valid
|
|
KM
5
|
0.195
|
0.709
|
Valid
|
|
KP
1
|
0.195
|
0.813
|
Valid
|
|
KP2
|
0.195
|
0.726
|
Valid
|
|
KP3
|
0.195
|
0.756
|
Valid
|
|
KP4
|
0.195
|
0.796
|
Valid
|
|
KP5
|
0.195
|
0.703
|
Valid
|
The researcher obtained the result
that with the number of samples totaling 100 people, the r table used was
0.195. The r rate is calculated on each variable and all items from the
questionnaire are greater than the r table. So, based on the results of the
validity test, the researcher concluded that all items of each questionnaire
question were declared valid.
Testing research instruments with
reliability tests is useful in measuring a questionnaire that has been
processed by researchers who are considered to have indicators of a variable.
The reliability test is a measuring tool in obtaining consistent results from
the measuring instrument with reliable and consistent results so that reliable
results can produce the same analysis test.
stated that reliability is shown in the form of numbers, if the
coefficient is high, the consistency or reliability of the answers by the
respondents is also high. Thus, the researcher used the Cronbach's Alpha
formula, which is a useful method for assessing a reliable variable if the
value of Cronbach's Alpha is >60% or 0.60. The following is a table of the
results of the reliability test tested in the study, namely:(Ahmaddien & Syarkani, 2019, p. 23)
Table 5. Reliability Test
|
Variable Questionnaire
|
Reliability Coefficient
|
Critical Value
|
Information
|
|
Digital Literacy
|
0.949
|
0.60
|
Reliable
|
|
Information Technology
|
0.742
|
0.60
|
Reliable
|
|
The use
of the SP4N LAPOR!
|
0.906
|
0.60
|
Reliable
|
Based on the results of the
reliability test above, the author obtained the test results that the three
variables used in this study, namely X1, X2, and Y1, were declared to be
feasible. This result is based on the reality coefficient value of the three
variables having a value greater than the value of Croncbah's
Alpha.
The normality test was carried out
to obtain the residue of a regression model that was normally distributed or
not. The normality test is a test to find out whether the independent,
dependent or both variables are distributed normally, close to or not. In this
test, it is oriented to obtain normally distributed data results. In testing
this instrument, the researcher used a non-parametric statistical test
Kolmogorov-Smirnov (1-KS) using the SPSS Version 26 program. A data can be said
to be normal if the degree of significance is >0.05. The following is a
table of the results of the 1-KS test tested in this study.(Ahmaddien & Syarkani, 2019, p. 42)
Table 6. Normality Test
|
One-Sample Kolmogorov-Smirnov Test
|
|
|
Unstandardized Residual
|
|
N
|
100
|
|
Normal Parametersa,b
|
Mean
|
.0000000
|
|
Std. Deviation
|
5.39744747
|
|
Most Extreme
Differences
|
Absolute
|
.087
|
|
Positive
|
.074
|
|
Negative
|
-.087
|
|
Test Statistic
|
.087
|
|
Asymp. Sig.
(2-tailed)
|
.060c
|
|
a. Test
distribution is Normal.
|
|
b. Calculated
from data.
|
|
c. Lilliefors
Significance Correction.
|
The 1-KS test that has been
carried out by the researcher is based on the Sig value. Based on the table
above, the Sig value is obtained at 0.60. So by paying
attention to the requirements of the 1-KS test, the data used in this study was
declared to be normally distributed with a sig result of 0.60 > 0.50.
Multiple
Linear Regression Analysis Test
The multiple linear regression
analysis test is an instrument test of a linear model by paying attention to
the number of independent variables, namely >1. Multiple regression analysis
consists of more than one independent variable (X) and more than one dependent
variable (Y) and is carried out to predict and change the value of the
variable. The multiple linear test is useful for
determining the influence of an independent variable, namely X, on the
dependent variable, namely Y. In this study, there are three variables, namely
independent variables including X1 digital literacy, X2 is information
technology and independent variables, namely Y1 is forgiveness and ability of
SP4N LAPOR! service users. The following is a table of the regression test
results of multiple linear regression analysis carried out using the SPSS
program:(Ghozali, 2018, p. 63)
Table 7. Multiple Linear Regression Analysis Test
|
Coefficientsa
|
|
Type
|
Unstandardized Coefficients
|
Standardized Coefficients
|
t
|
Sig.
|
|
B
|
Std. Error
|
Beta
|
|
1
|
(Constant)
|
4.607
|
5.330
|
|
.864
|
.390
|
|
Digital Literacy
|
.125
|
.061
|
.147
|
2.039
|
.044
|
|
Information Technology
|
.526
|
.055
|
.685
|
9.512
|
.000
|
|
a. Dependent Variable: SP4N LAPOR!
|
Based on the regression test table
of multiple linear analysis above, the multiple regression equation using the
model can be described:
Y = α + β1 X1 + β2 X2
Y = (4.607) + 0.125 X1 + 0.526 X2
Through the multiple linear
regression equation, the researcher obtained the results of data
interpretation, namely:
1.
The value of the constant a which has a positive value means that it shows a
unidirectional influence between the independent variable and the dependent
variable of 4,607. Based on these results, if the digital literacy and
information technology variables are valued at 0 percent, the aggressiveness
value of using SP4N LAPOR services is 4,607
2.
The results of the test on the
digital literacy variable obtained a regression coefficient value with a
positive value of 0.125 which shows a unidirectional influence between the
dependent variable and the independent variable.
3.
The results of the test on the
information technology variable obtained a regression coefficient value with a
positive value of 0.526 which showed a unidirectional influence between the
dependent variable and the independent variable.
Partial
hypothesis test (T-test)
Partial hypothesis test, namely
the T Test, is an effort to test the hypothesis that is researched by testing
the influence of each dependent variable partially on independent variables.
This hypothesis testing aims to test the correctness of the hypothesis of a
study that states that there is no difference from the two mean samples taken.
The T-test is used to see the level of significance in testing the hypothesis
of a study by looking for T-Statistics values. The hypothesis test is guided by
t according to , and the hypothesis test partially has criteria in taking the
results of the hypothesis test, namely if the requirement of Ho is rejected and
Ha is accepted if t counts > t table, then Ho is rejected and the
requirement of Ho is accepted and Ha is rejected is t calculated < t table
The test carried out in this study partially looks at the variables of digital
literacy and information technology affect the variables of the use of SP4N
LAPOR services and the results are obtained which is presented in the table
below, namely:(Sugiyono, 2013)
Table 8. Test T
|
ANOVAa
|
|
Type
|
Sum of Squares
|
Df
|
Mean Square
|
F
|
Sig.
|
|
1
|
Regression
|
2845.529
|
2
|
1422.764
|
47.851
|
.000b
|
|
Residual
|
2884.111
|
97
|
29.733
|
|
|
|
Total
|
5729.640
|
99
|
|
|
|
|
a. Dependent Variable: SP4N LAPOR!
|
|
b. Predictors: (Constant), Information Technology,
Digital Literacy
|
|
Coefficientsa
|
|
Type
|
Unstandardized Coefficients
|
Standardized Coefficients
|
t
|
Sig.
|
|
B
|
Std. Error
|
Beta
|
|
1
|
(Constant)
|
4.607
|
5.330
|
|
.864
|
.390
|
|
Digital Literacy
|
.125
|
.061
|
.147
|
2.039
|
.044
|
|
Information Technology
|
.526
|
.055
|
.685
|
9.512
|
.000
|
|
a. Dependent Variable: SP4N LAPOR!
|
Based on the results of the T test
that has been tested, the result is obtained that the t-value of the table for
the variable X1 is 1.988 by paying attention to the results in the output table
"ANOVA", namely in the residual. In the T test for the X1 variable,
the result of the calculated t value was 2,039 > the table was 1,988, so
based on the results of the T test, the Ha value was accepted, meaning that
digital literacy had a great influence on the use of the SP4N LAPOR! in East Kotawaringin Regency. In addition, the test results on the
X2 variable with a Table T value of 1,988 were also obtained based on the
results in the output table "ANOVA", namely on the residual. In the T
test for the X2 variable, the result of the calculated t value was obtained of
9.512 which showed that the calculated t (9.512) > the table t was 1.988 so
that based on the results of the T test, the Ha value was accepted, meaning
that information technology has a significant influence on the use of SP4N
LAPOR! in East Kotawaringin Regency.
Correlation
Coefficient
The
correlation coefficient is an analytical tool that is useful in displaying the
close relationship between independent variables and bound variables. The
correlation coefficient is useful in measuring the association between two
variables whose magnitude is in the range of +1 to -1. In measuring the
correlation coefficient, it is based on Guilford's criteria and the level of
influence presented in the following table:
Table 9. Guilford Criteria
|
Coefficient
Interval
|
Influence
Level
|
|
0,8 - 1
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Very Strong
|
|
0,6 – 0,79
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Strong
|
|
0,40-0,599
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Strong Enough
|
|
0,00-0,199
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Weak
|
|
0,20-0399
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Very Weak
|
In the correlation coefficient
test in this study, the results shown in the following table are obtained:
Table 10. Model Summary
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Model Summary
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|
Type
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R
|
R Square
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Adjusted R Square
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Std. Error of the Estimate
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Change Statistics
|
|
R Square Change
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F Change
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df1
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DF2
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Sig. F Change
|
|
1
|
.705a
|
.497
|
.486
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5.45281
|
.497
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47.851
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2
|
97
|
.000
|
|
a. Predictors: (Constant), Information
Technology, Digital Literacy
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The Model summary table above
shows the acquisition of a correlation value of 0.705 which states that there
is a relationship between the dependent digital literacy variable and
information technology with an independent variable, namely the use of the SP4N
LAPOR! service. Based on the correlation interpretation reference table, the
correlation value (R) is 0.705 which states a strong positive relationship
between the variables X1, X2 and the variable Y1.
Coefficient of
Determination
Based on the summary model table
that has been presented earlier, the magnitude of the determination coefficient
value known as R Square is also obtained. Based on the statement, (Bahri, 2018, p. 192)the determination coefficient
shows how well the regression model formed between variable X and variable Y.
The results of the test conducted previously obtained an R Square value of
0.497 which is equivalent to 49.7%. The researcher carried out an analysis of
the R Square results and it was obtained that the dependent variable showed a
contribution of 49.7% to the independent variable and 50.3% which was likely to
be influenced by factors not stated in the study. And,
obtaining the value of the determination coefficient in the research carried
out is included in the category of quite influential independent variables.
CONCLUSION
The analysis and
processing of data that has been carried out by the researcher obtained test
results that can be concluded regarding the research problem, namely
1.
Digital literacy and
information technology variables on the use of SP4N LAPOR! in East Kotawaringin Regency has a relationship that significantly
influences each other both for the Regional Government of East Kotawaringin Regency and the people of East Kotawaringin Regency. The value of the digital literacy
variable is 2,039 which is obtained through the T value of the X1 variable
table. Meanwhile, the value of information technology is 9,512 obtained through
the T value of the variable table X2
2.
The level of digital
literacy has a significant influence on the use of online aspiration and
complaint services through SP4N LAPOR!. This is based
on the results of the analysis test carried out by the researcher which showed
the results of the t-test to test the hypothesis in the study obtained the
results of the t-value of the X1 variable calculation which was 2,039 > t
table was 1,988 which was carried out with the support of the SPSS program for
statistical testing.
3.
The quality of information
technology has a significant influence on the use of online aspiration and
complaint services through SP4N LAPOR!. This
relationship is based on the results of an analysis test using a t-test
conducted by the researcher using SPSS which shows the obtained t-value of X2
count of 9.512 which shows t-count (9.512) > t table (1.988).
From the results of
sample tests on the community in East Kotawaringin
Regency, it is known that there is a relationship between the level of digital
literacy and the level of community information technology use of the SP4N
LAPOR! application, plus the lack of socialization of the Regional Government
to the community about the existence of the SP4N LAPOR! which can be used by
the public for complaints in addition to coming directly to the relevant
agencies or using email and WhatsApp. The need for good cooperation between
stakeholders through optimising the SP4N LAPOR! This
will provide optimal reciprocity for community services in the region.
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Copyright
holder:
Rina
Wahyuni, Fahmi Khairazzadittaqwa (2024)
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First
publication right:
Journal Transnational Universal Studies (JTUS)
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This
article is licensed under:
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JTUS, Vol. 02, No. 7 July
2024