ERMAWANTI, ELIZA PUTRI (2026) PERAN HUMAS PADA LEMBAGA KEBIJAKAN PENGADAAN BARANG/JASA PEMERINTAH DALAM MEMBANGUN KUALITAS PELAYANAN PUBLIK MELALUI https://www.lapor.go.id/. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study analyzes the role of Public Relations at the Government Procurement Policy Agency (Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah—LKPP) in improving the quality of public services through the digital platform SP4NLAPOR! as a public complaint management system in the digital era. The research employs a qualitative approach using a case study method. Data were collected through in-depth interviews and documentation studies, and were analyzed descriptively using the Public Relations theory proposed by Cutlip, Center, and Broom. The findings indicate that the Public Relations unit of LKPP performs four Public Relations roles, namely communication technician, communication facilitator, problem-solving facilitator, and expert prescriber. However, the communication facilitator role is identified as the most dominant role in the implementation of digital public services through SP4N-LAPOR!. The dominance of the communication facilitator role is reflected in the ability of LKPP’s Public Relations to manage two-way communication between the public and internal units, as well as to ensure the smooth follow-up process of public complaints. In contrast, the expert prescriber role demonstrates a lower level of dominance, as the involvement of Public Relations in strategic communication policy formulation remains limited. Overall, this study shows that strengthening the communication facilitator role of LKPP’s Public Relations contributes to improved service responsiveness, effective public communication, and enhanced public trust in digital-based public services. Keywords: Government Public Relations, SP4N-LAPOR!, Public Services, LKPP, Public Relations Roles. Penelitian ini menganalisis peran Humas Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah (LKPP) dalam meningkatkan kualitas pelayanan publik melalui platform digital SP4N-LAPOR! sebagai sarana pengelolaan pengaduan masyarakat di era digital. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus. Data dikumpulkan melalui wawancara mendalam, dan studi dokumentasi, kemudian dianalisis secara deskriptif kualitatif dengan menggunakan teori Public Relations Cutlip, Center, dan Broom. Hasil penelitian menunjukkan bahwa Humas LKPP menjalankan empat peran Public Relations, yaitu teknisi komunikasi, fasilitator komunikasi, fasilitator pemecahan masalah, dan konsultan ahli (expert prescriber). Namun, peran fasilitator komunikasi merupakan peran yang paling dominan dalam pelaksanaan pelayanan publik digital melalui SP4N-LAPOR!. Dominasi peran fasilitator komunikasi terlihat dari kemampuan Humas LKPP dalam mengelola komunikasi dua arah antara masyarakat dan unit internal, serta memastikan kelancaran proses tindak lanjut pengaduan. Sebaliknya, peran konsultan ahli (expert prescriber) menunjukkan tingkat dominasi yang lebih rendah, karena keterlibatan Humas dalam perumusan kebijakan strategis komunikasi masih terbatas. Secara keseluruhan, penelitian ini menunjukkan bahwa penguatan peran fasilitator komunikasi oleh Humas LKPP berkontribusi terhadap peningkatan responsivitas layanan, efektivitas komunikasi publik, dan kepercayaan masyarakat terhadap pelayanan publik berbasis digital. Kata kunci: Humas Pemerintah, SP4N-LAPOR!, Pelayanan Publik, LKPP, Peran Humas.
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 44222010008 |
| Uncontrolled Keywords: | Humas Pemerintah, SP4N-LAPOR!, Pelayanan Publik, LKPP, Peran Humas. |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi 300 Social Science/Ilmu-ilmu Sosial > 350 Public Administration and Military Science/Administrasi Negara dan Ilmu Kemiliteran > 352 General Considerations of Public Administration/Pertimbangan Umum Administrasi Publik 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | khalimah |
| Date Deposited: | 21 Feb 2026 08:46 |
| Last Modified: | 21 Feb 2026 08:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101090 |
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