EFEKTIVITAS PELAKSANAAN PELAYANAN PENGADUAN MASYARAKAT MELALUI APLIKASI SAMBAT ONLINE DI KOTA MALANG

In enhancing public services through Sambat Online managed by the DISKOMINFO of Malang City, transparency and effective communication are crucial to prevent ambiguity or misunderstandings in complaints. Authorities are urged to take steps to improve, optimize, or adapt existing policies and practices, including system updates, enhancing service officer training, and improving public communication. The goal of the Sambat Online complaint service is to enhance the quality of government services in Malang City through feedback, criticism, or suggestions from the community.The research method employed in this study is qualitative with a descriptive approach. The researcher utilizes Gibson's effectiveness theory as a reference for effectiveness indicators, relating to productivity and achieving optimal performance targets, including quality, quantity, and time of service for Sambat Online complaints in Malang City. The applied concept of public service is the New Public Service by Denhardt & Denhardt, aligning with societal values. In this context, the government's task is to synergistically integrate these values to meet the dynamic needs of the community.The research findings indicate that overall, the Sambat Online complaint service in Malang City can be considered quite effective by providing various easily accessible complaint channels for the community. This is evident from several indicators, including the satisfaction level of the community. According to a survey conducted by DISKOMINFO of Malang City, the community's satisfaction level with the Sambat Online complaint service reached 80%. This demonstrates that the community is quite satisfied with the Sambat Online complaint service in Malang City and increases trust in the Malang City Government.