ZALIKA, GITTA (2026) PERAN HUMAS LEMBAGA KEBIJAKAN PENGADAAN BARANG/JASA PEMERINTAH RI DALAM PELAYANAN INFORMASI PUBLIK MELALUI WEBSITE https://ppid.lkpp.go.id/ DALAM PRESPEKTIF KEPUASAN MASYARAKAT. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Public information services represent a form of information transparency within public institutions that requires access to information that is transparent, accountable, and easily accessible to the public. The National Public Procurement Agency of the Republic of Indonesia (Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah/LKPP RI) provides public information services through the Information and Documentation Management Officer (Pejabat Pengelola Informasi dan Dokumentasi/PPID), which is integrated into the official PPID LKPP RI website. This study aims to analyze the role of the Public Relations division of LKPP RI in delivering public information services through the PPID website from the perspective of public satisfaction as service users. This study applies the public relations role concept proposed by Dozier and Broom, which includes the roles of communication technician, expert advisor, communication facilitator, and problem-solving process facilitator. A descriptive qualitative approach was employed, with informants selected using purposive sampling consisting of internal and external informants. Data were collected through indepth interviews, observation, documentation, and supported by Community Satisfaction Survey (CSS) data. Data analysis was conducted through data reduction, data presentation, and conclusion drawing. The findings indicate that the role of the communication technician is the most dominant in managing public information services through the PPID LKPP RI website. The PPID website is considered sufficiently informative and responsive in meeting public information needs; however, technical and navigation issues remain. Therefore, strengthening the role of public relations and ensuring sustainable management of the PPID website are necessary to improve the quality of public information services and public satisfaction. Keywords: Government Public Relations, Public Information Services, PPID Website, Public Satisfaction Pelayanan informasi publik merupakan wujud keterbukaan informasi pada badan publik yang menuntut akses informasi yang transparan, akuntabel, dan mudah diakses oleh masyarakat. Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah (LKPP) Republik Indonesia menyelenggarakan pelayanan informasi publik melalui Pejabat Pengelola Informasi dan Dokumentasi (PPID) yang terintegrasi dalam website resmi PPID LKPP RI. Penelitian ini bertujuan untuk menganalisis peran Humas Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah (LKPP) RI dalam pelayanan informasi publik melalui website PPID ditinjau dari perspektif kepuasan masyarakat sebagai pengguna layanan. Penelitian ini menggunakan konsep peran humas menurut Dozier dan Broom yang meliputi peran teknisi komunikasi, penasihat ahli, fasilitator komunikasi, dan fasilitator proses pemecahan masalah. Pendekatan penelitian yang digunakan adalah kualitatif deskriptif dengan teknik pemilihan informan secara purposif yang terdiri atas informan internal dan eksternal. Pengumpulan data dilakukan melalui wawancara mendalam, observasi, dokumentasi, serta didukung oleh data Survei Kepuasan Masyarakat (SKM). Analisis data dilakukan melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa peran teknisi komunikasi merupakan peran yang paling dominan dalam pengelolaan pelayanan informasi publik melalui website PPID LKPP RI. Website PPID dinilai cukup informatif dan responsif dalam memenuhi kebutuhan informasi masyarakat, meskipun masih ditemukan kendala teknis dan navigasi. Oleh karena itu, penguatan peran humas serta pengelolaan website PPID secara berkelanjutan diperlukan guna meningkatkan kualitas pelayanan informasi publik dan kepuasan masyarakat. Kata Kunci: Humas Pemerintah, Pelayanan Informasi Publik, Website PPID, Kepuasan Masyarakat
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