Peningkatan Akurasi Penanganan Pengaduan Pelayanan Publik Berbasis Lokasi Pelapor Menggunakan Geolokasi


  • Puspa Miladin Nuraida Safitri A. Basid Universitas Islam Negeri Maulana Malik Ibrahim Malang, Malang, Indonesia
  • Fressy Nugroho Universitas Islam Negeri Maulana Malik Ibrahim Malang, Malang, Indonesia



Geolocation, Geofencing, Geotagging, Public complaints handling, Reporter locations


The new normal era requires all activities to be online, so that people use more public services. However, at the same time the level of complaints has increased, from the many complaints that have been received, it must be known, which one is the correct complaint according to the location of the incident or is it just an act of ignorant hands. So that a special strategy is needed, by utilizing technology to determine the location of the incident accu-rately. One of the implementations of complaint handling by the whistleblower is that the reporter uses a smartphone. This is the reason the researchers raised the application of geotagging techniques to find out complete location information and geofencing methods to determine whether a location is included in the scope of an area. Several experiments have been carried out to test the accuracy of the techniques that will be applied to this e-complaint system. With an accuracy of 96%, this geofencing technique is good enough to be applied. In addition, the geotagging technique using EXIF from a digital image is considered the most suitable to be applied in this system than other geotagging techniques.


Download data is not yet available.


A. Doramia Lumbanraja, “Urgensi Transformasi Pelayanan Publik melalui E-Government Pada New Normal dan Reformasi Regulasi Birokrasi,” Adm. Law Gov. J., vol. 3, no. 2, pp. 220–231, 2020, doi: 10.14710/alj.v3i2.220-231.
A. Rohman and D. C. Larasati, “Standar Pelayanan Publik Di Era Transisi New Normal,” Reformasi, vol. 10, no. 2, pp. 151–163, 2020, doi: 10.33366/rfr.v10i2.1952.
W. Yohanitas, “Strategi Penanganan Pengaduan Dalam Rangka Peningkatan Pelayanan Publik,” J. Ilmu Adm. Media Pengemb. Ilmu dan Prakt. Adm., vol. 15, p. 103, 2018, doi: 10.31113/jia.v15i1.140.
S. Mursalim, “Analisis Manajemen Pengaduan Sistem Layanan Sistem Aspirasi Pengaduan Online Rakyat (LAPOR) di Kota Bandung,” J. Ilmu Adm. Media Pengemb. Ilmu dan Prakt. Adm., vol. 15, p. 1, 2018, doi: 10.31113/jia.v15i1.128.
A. Amilia and A. Rahayu, “Pusat Pelayanan Informasi dan Pengaduan (Pindu) Kabupaten Pinrang Dalam Perspektif Best-Practice Manajemen Pengaduan,” Kolaborasi J. Adm. Publik, vol. 6, pp. 330–350, 2020, doi: 10.26618/kjap.v6i3.4225.
S. P. A. Alkadri and R. W. S. Insani, “Rancang Bangun Aplikasi Pelaporan Kekerasan Terhadap Perempuan dan Anak pada DPPPA Provinsi Kalimantan Barat,” J. Edukasi dan Penelit. Inform., vol. 5, no. 3, p. 329, 2019, doi: 10.26418/jp.v5i3.36003.
F. F. Maheen and M. D. Sumithra, “Development of Smart Complaint Portal based on Geotagging and Proximity Search,” no. July, pp. 1183–1186, 2018.
P. Kormpho, P. Liawsomboon, N. Phongoen, and S. Pongpaichet, “Smart Complaint Management System,” 2018, pp. 1–6, doi: 10.1109/ICT-ISPC.2018.8523949.
A. Khan and S. kumar Agrawal, “IOT based Smart Waste Bin to Track Dustbin and Public Complaint Management System,” in 2018 8th International Conference on Communication Systems and Network Technologies (CSNT), Nov. 2018, pp. 1–7, doi: 10.1109/CSNT.2018.8820272.
P. M. N. S. A. Basid, H. Tolle, and F. Ramdani, “Designing module e-complaint system based on geotagging and geofencing,” Int. J. Interact. Mob. Technol., vol. 11, no. 3, pp. 113–129, 2017, doi: 10.3991/ijim.v11i3.6557.
C. Cassandra, S. Hartono, and M. Karsen, “Online Helpdesk Support System for Handling Complaints and Service,” in 2019 International Conference on Information Management and Technology (ICIMTech), Aug. 2019, vol. 1, pp. 314–319, doi: 10.1109/ICIMTech.2019.8843726.
H. Marius, S. Nadine, and A. Amirbabak, “Algorithm-Based Handling of Complaints Data from the Usage Phase,” in 2019 International Conference on Quality, Reliability, Risk, Maintenance, and Safety Engineering (QR2MSE), Aug. 2019, pp. 305–312, doi: 10.1109/QR2MSE46217.2019.9021154.
A. Luthfiarta et al., “Classification of Governer’s Public Report from SMS LaporGub Using Naive Bayes Classifier Method,” in 2018 International Seminar on Application for Technology of Information and Communication, 2018, pp. 214–218, doi: 10.1109/ISEMANTIC.2018.8549710.
D. Puristia and I. Irwansyah, “Interpretive Flexibility in Using Mobile Applications to Handle Public Complaints by Government Officials,” 2018, pp. 1–5, doi: 10.1109/ICICOS.2018.8621693.
H. Pan, S. Zhou, Y. Jia, Z. Niu, M. Zheng, and L. Geng, “Data-Driven User Complaint Prediction for Mobile Access Networks,” J. Commun. Inf. Networks, vol. 3, no. 3, pp. 9–19, 2018, doi: 10.1007/s41650-018-0025-2.
H. Suryotrisongko, O. Suryadi, A. F. Mustaqim, and A. Tjahyanto, “Classification of Citizen Tweets Using Naive Bayes Classifier for Predictive Public Complaints,” in 2018 IEEE 3rd International Conference on Communication and Information Systems (ICCIS), Dec. 2018, pp. 177–182, doi: 10.1109/ICOMIS.2018.8644771.
S. Garzon and B. Deva, “Geofencing 2.0: Taking Location-based Notifications to the Next Level,” 2014, doi: 10.1145/2632048.2636093.
A. Baskara, H. Tolle, and A. Kharisma, “Pengembangan Aplikasi Geotagging Pemetaan Sungai Dengan Pendekatan Gamification,” vol. 3, pp. 1310–1317, 2019.
Z. Özdemir and B. Tugrul, “Geofencing on the Real-Time GPS Tracking System and Improving GPS Accuracy with Moving Average, Kalman Filter and Logistic Regression Analysis,” 2019, pp. 1–6, doi: 10.1109/ISMSIT.2019.8932766.
U. Defitria, B. Priyambadha, and D. S. Rusdianto, “Pembangunan Aplikasi Social Geotagging Destinasi Wisata Berbasis Android,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 12, pp. 6610–6617, 2018.
N. Nurdiana, A. Rachmat, and D. Sugandi, “Penerapan Konsep Geotagging Pada Aplikasi Tanggap Darurat Bencana Berbasis Aandorid,” JSiI (Jurnal Sist. Informasi), vol. 6, p. 43, 2019, doi: 10.30656/jsii.v6i1.1078.
S. Bahri, S. Suhada, and J. Hudin, “Teknologi Global Positioning Sistem (GPS) Untuk Pelaporan Dan Penjemputan Sampah Berbasis Android,” Comput. Eng. Sci. Syst. J., vol. 4, p. 39, 2019, doi: 10.24114/cess.v4i1.11358.
R. S. W. Insani, “Geofence untuk Deteksi Virtual Perimeter pada Aset Daerah Irigasi,” SMARTICS J., vol. 6, no. 2, pp. 22–28, 2020.
Beny, J. Budiman, and A. Nugroho, “Implementasi Geofencing Pada Aplikasi Layanan Pemantau Anak Berbasis Lokasi,” 2nd Semin. Nas. IPTEK Terap., pp. 63–66, 2017.
A. Suyama and U. Inoue, “Using geofencing for a disaster information system,” 2016 IEEE/ACIS 15th Int. Conf. Comput. Inf. Sci. ICIS 2016 - Proc., 2016, doi: 10.1109/ICIS.2016.7550849.
S. Schlosser, D. Toninelli, and M. Cameletti, “Comparing methods to collect and geolocate tweets in Great Britain,” J. Open Innov. Technol. Mark. Complex., vol. 7, no. 1, pp. 1–20, 2021, doi: 10.3390/joitmc7010044.
Y. Fang, H. Zhu, Y. Zeng, K. Ma, and Z. Wang, “Perceptual Quality Assessment of Smartphone Photography,” in 2020 IEEE/CVF Conference on Computer Vision and Pattern Recognition (CVPR), Jun. 2020, pp. 3674–3683, doi: 10.1109/CVPR42600.2020.00373.
D. Atunggal, N. Ausi, and C. Rokhmana, “Developing Android Application for Precise Geotagging Using RTK GPS Module,” 2018, pp. 1–5, doi: 10.1109/ICSTC.2018.8528570.
A. G. G. Filho, P. Borba, V. H. S. Silva, A. Cerdeira, and A. P. D. Poz, “Quality Control Relevance on Acquisition of Large Scale Geospatial Data to Urban Territorial Management,” in 2020 IEEE Latin American GRSS ISPRS Remote Sensing Conference (LAGIRS), Mar. 2020, pp. 138–142, doi: 10.1109/LAGIRS48042.2020.9165682.
A. Ghaffari, “Analytical Design and Experimental Verification of Geofencing Control for Aerial Applications,” IEEE/ASME Trans. Mechatronics, vol. 26, no. 2, pp. 1106–1117, Apr. 2021, doi: 10.1109/TMECH.2020.3017712.
Q. Qiu, G. Kezierbieke, S. Cao, J. Zhang, and W. Sun, “WaSSI-C Model Visualization System Based on Component GIS,” in 2020 IEEE 3rd International Conference on Information Systems and Computer Aided Education (ICISCAE), 2020, pp. 369–373, doi: 10.1109/ICISCAE51034.2020.9236805.
S. Anand, A. Johnson, P. Mathikshara, and K. R., “Low Power Real Time GPS Tracking Enabled with RTOS and Serverless Architecture,” in 2019 IEEE 4th International Conference on Computer and Communication Systems (ICCCS), Feb. 2019, pp. 618–623, doi: 10.1109/CCOMS.2019.8821738




How to Cite

Basid, P.M.N.S.A. and Nugroho, F. 2022. Peningkatan Akurasi Penanganan Pengaduan Pelayanan Publik Berbasis Lokasi Pelapor Menggunakan Geolokasi. Jurnal ELTIKOM : Jurnal Teknik Elektro, Teknologi Informasi dan Komputer. 6, 1 (May 2022), 109–117. DOI: