Government Preferences in the Implementation of Public Complaint Services: Social Media VS e-Government Applications

Moh. Muttaqin

2022

Abstract

This research aims to examine the preferences of agency service channels facilitating public complaints. It compared social media and e-government applications for public complaints. The data was collected through a survey focusing on government social media, including Instagram, YouTube, and Facebook, and e-government applications, specifically Website, e-LAPOR, and SIPASADA. A total of 30 agencies were surveyed in South Tapanuli Regency, North Sumatra, Indonesia. The results showed that the agency usage of social media for public complaints services is twice as much as its usage of e-government applications. This finding can be a consideration for the government in determining which online public complaint service channels should be prioritized if the condition of its implementation resources is limited. This research was limited to online channels, few e-government applications, and social media. Further research can review the preferences of the government and citizens on an application that is run through various service channels.

Paper Citation

in Harvard Style

Muttaqin M. (2022). Government Preferences in the Implementation of Public Complaint Services: Social Media VS e-Government Applications. In Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP, ISBN 978-989-758-618-7, SciTePress, pages 23-28. DOI: 10.5220/0011509300003460

in Bibtex Style

@conference{icosop22,
author={Moh. Muttaqin},
title={Government Preferences in the Implementation of Public Complaint Services: Social Media VS e-Government Applications},
booktitle={Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,},
year={2022},
pages={23-28},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011509300003460},
isbn={978-989-758-618-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,
TI - Government Preferences in the Implementation of Public Complaint Services: Social Media VS e-Government Applications
SN - 978-989-758-618-7
AU - Muttaqin M.
PY - 2022
SP - 23
EP - 28
DO - 10.5220/0011509300003460
PB - SciTePress