ANALISIS PERBANDINGAN IMPLEMENTASI SMART CITY DI PEMERINTAHAN KABUPATEN BEKASI DAN KABUPATEN TANGERANG. STUDI KASUS EFEKTIVITAS APLIKASI BEKASIKAB DAN APLIKASI TANGERANG GEMILANG

Rana Rau'atur Rushufah, . (2026) ANALISIS PERBANDINGAN IMPLEMENTASI SMART CITY DI PEMERINTAHAN KABUPATEN BEKASI DAN KABUPATEN TANGERANG. STUDI KASUS EFEKTIVITAS APLIKASI BEKASIKAB DAN APLIKASI TANGERANG GEMILANG. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

[img] Text
ABSTRAK.pdf
Download (273kB)
[img] Text
AWAL.pdf
Download (1MB)
[img] Text
BAB 1.pdf
Restricted to Repository UPNVJ Only
Download (460kB)
[img] Text
BAB 2.pdf
Restricted to Repository UPNVJ Only
Download (693kB)
[img] Text
BAB 3.pdf
Restricted to Repository UPNVJ Only
Download (331kB)
[img] Text
BAB 4.pdf
Restricted to Repository UPNVJ Only
Download (728kB)
[img] Text
BAB 5.pdf
Download (483kB)
[img] Text
DAFTAR PUSTAKA.pdf
Download (536kB)
[img] Text
RIWAYAT HIDUP.pdf
Restricted to Repository UPNVJ Only
Download (304kB)
[img] Text
LAMPIRAN.pdf
Restricted to Repository UPNVJ Only
Download (3MB)
[img] Text
HASIL PLAGIARISME.pdf
Restricted to Repository staff only
Download (24MB)
[img] Text
ARTIKEL KI.pdf
Restricted to Repository staff only
Download (371kB)

Abstract

This study aims to analyze and compare the implementation of smart city initiatives in the Bekasi and Tangerang Regency Governments, using case studies on the effectiveness of the Bekasikab and Tangerang Gemilang apps. This study focuses on the complaint handling features and analyzes them using the Customer Relationship Management (CRM) theoretical framework by Payne and Frow (2005) as well as the E-Government concept from the Harvard JFK School of Government. This study employs a descriptive qualitative method using the Most Similar Systems Design (MSSD) approach. Data collection was conducted through interviews with ten informants, including members of the public, complaint management administrators, the Communication and Information Agencies (Diskominfo) in both regions, academics, and the Ministry of State Apparatus and Bureaucratic Reform (PANRB). The study utilizes the data analysis techniques of Miles and Huberman. The results show that Bekasi Regency excels in local complaint channels and the rate of resolving complaint reports, while Tangerang Regency excels in written response time standards, data security, and institutional capacity. Both regions still rely on WhatsApp groups as a medium for informal coordination and exhibit similar handling practices, tending toward a case-by-case approach, although Tangerang Regency is moving closer to a systemic resolution by implementing policy changes. The study also found that digital service complaint systems do not guarantee the prevention of irregularities at the budgetary and governance levels. Thus, both regions are still categorized as regions on the path to becoming smart cities, each with their own strengths.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2210413061] [Pembimbing: Fatkhuri] [Penguji 1: Luky Djuniardi Djani] [Penguji 2: Lia Wulandari]
Uncontrolled Keywords: Bekasikab, Customer Relationship Management, Smart City, SP4N-LAPOR!, Tangerang Gemilang
Subjects: J Political Science > JA Political science (General)
J Political Science > JS Local government Municipal government
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Politik (S1)
Depositing User: RANA RAU'ATUR RUSHUFAH
Date Deposited: 01 Sep 2026 03:54
Last Modified: 01 Sep 2026 03:54
URI: http://repository.upnvj.ac.id/id/eprint/53104

Actions (login required)

View Item View Item