The management of public complaints in many institutions in Indonesia has not been managed effectively and integrated. Each institution works partially and not coordinated well. This causes duplication of handling complaint, or worse is a complaint possibly not handled by any of institution, due to the reason that the complaint is not their authority. For this reason, the Government of the Republic of Indonesia established a S4N-LAPOR!. Meanwhile, there are still some deficiencies in LAPOR. This research purpose is to analyze/evaluate LAPOR using an integration of Webqual method to Importance Performance Analysis (IPA) and Kano model. This research is only carried out by analyzing web-based LAPOR services. The questionnaires are distributed to 159 respondents. The webqual method is used to determine the dimension and attributes, while the IPA and Kano model is conducted for data analysis. The integration from the results of both data analysis shows that there are 14-attributes out of 23 that need to be the priority for LAPOR improvements.
Abstract-Indonesia is located in a ring of fire, where there are many volcanoes. This fact makes Indonesia must go through many disasters caused by volcanic eruptions, which caused many casualties. This reality becomes the background of this research. The objective is to produce a game based volcanic eruption disaster mitigation tutorial. The game is created as a learning tool using animated three-dimensional (3D) that resembles the real situation. The media was developed in the form of a game that tells players about the risks accepted if the player does not follow the guidelines for mitigation. The game based tutorial was developed using the unity game engine.
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