Clustering-Based Analysis of Public Complaint Patterns for Strengthening Digital Literacy and Educational Public Service Governance

Ifani Hariyanti, Tiara Anisa

Abstract


This study aimed to analyze patterns of public complaints using a clustering approach to strengthen digital literacy and improve the governance of educational public services. The method applied was the K-Means algorithm implemented with data preprocessing, transformation, and evaluation of optimal clusters using the elbow technique. The results revealed three meaningful clusters of complaints characterized by category, region, and reporting period. These findings are important because they show differences in dominant patterns of complaints, which highlight variations in participation and responsiveness. The outcomes imply that policy adjustments should focus on improving response quality in highly active areas and expanding awareness and literacy efforts in low-participation regions. This study contributes to educational contexts by demonstrating how clustering can be used to analyze feedback for better service delivery, thereby enhancing inclusivity, transparency, and trust in digital governance.

Keywords


Clustering; Digital literacy; E-government; Public services; Responsiveness

Full Text:

PDF

References


Anshori, I. F., and Nuraini, Y. (2020). Pengelompokan data kecelakaan lalu lintas di Kota Tasikmalaya menggunakan algoritma K-Means. Jurnal Responsif: Riset Sains dan Informatika, 2(1), 118–127.

Gupitasari, F., and Anwar, M. K. (2022). The effectiveness of SP4N-LAPOR-based complaints at the Department of Communication and Information Technology of Tasikmalaya City. Publica: Jurnal Pemikiran Administrasi Negara, 14(1), 1–10.

Hendrastuty, N. (2024). Penerapan data mining menggunakan algoritma K-Means clustering dalam evaluasi hasil pembelajaran siswa. Jurnal Ilmiah Informatika dan Ilmu Komputer, 3(1), 46–56.

Larasati, M., and Citrawan, A. L. (2024). Kewenangan Diskominfo Kabupaten Tangerang dalam penanganan pengaduan masyarakat berbasis online melalui aplikasi SP4N-LAPOR terhadap kualitas pelayanan publik. Beleid, 2(1), 70–82.

Marzuki, M., Herdiansyah, M. I., Negara, E. S., and Sutabri, T. (2023). Analisis layanan digital SP4N-LAPOR e-government pada pemerintahan Kota Pagaralam menggunakan model Delone and McLean. Jurnal Teknologi Informatika dan Komputer, 9(2), 1189–1203.

Sabani, A., Thai, V., and Hossain, M. A. (2023). Factors affecting citizen adoption of e-government in developing countries: An exploratory case study from Indonesia. Journal of Global Information Management, 31(1), 1–23.

Utama, A. A. G. S. (2020). The implementation of e-government in Indonesia. International Journal of Research in Business and Social Science, 9(7), 190–196.

Wulandari, S. (2023). Peningkatan kualitas pelayanan publik melalui aplikasi pengaduan SP4N-LAPOR pada Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. Jurnal Ilmiah Wahana Bhakti Praja, 13(2), 152–166.

Yahya, A. S., and Setiyono, S. (2022). Efektivitas pelayanan publik melalui sistem pengelolaan pengaduan aplikasi SP4N-LAPOR. Jurnal Media Birokrasi, 4(1), 1–22.




DOI: https://doi.org/10.17509/ajsee.v5i3.89295

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Universitas Pendidikan Indonesia

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats
ASEAN Journal of Science and Engineering Education (AJSEE) is published by Universitas Pendidikan Indonesia (UPI)