{"id":"https://openalex.org/W3206701124","doi":"https://doi.org/10.52728/ijss.v2i3.288","title":"Analysis of Citizen Relationship Management (CRM) in the effort of Handling Public Facilities Infrastructure (PPSU) in the Kartini\u2019 Sub District , Central Jakarta","display_name":"Analysis of Citizen Relationship Management (CRM) in the effort of Handling Public Facilities Infrastructure (PPSU) in the Kartini\u2019 Sub District , Central Jakarta","publication_year":2021,"publication_date":"2021-07-30","ids":{"openalex":"https://openalex.org/W3206701124","doi":"https://doi.org/10.52728/ijss.v2i3.288","mag":"3206701124"},"language":"en","primary_location":{"id":"doi:10.52728/ijss.v2i3.288","doi":"https://doi.org/10.52728/ijss.v2i3.288","is_oa":true,"landing_page_url":"https://doi.org/10.52728/ijss.v2i3.288","pdf_url":"https://www.ilomata.org/index.php/ijss/article/download/288/183","source":{"id":"https://openalex.org/S4210194180","display_name":"Ilomata International Journal of Social Science","issn_l":"2714-898X","issn":["2714-898X","2714-8998"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Ilomata International Journal of Social Science","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.ilomata.org/index.php/ijss/article/download/288/183","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5010011543","display_name":"Mary Ismowati","orcid":"https://orcid.org/0009-0004-8067-7720","observed_orcids":["https://orcid.org/0009-0004-8067-7720"]},"institutions":[{"id":"https://openalex.org/I4405276069","display_name":"Institut Ilmu Sosial dan Manajemen STIAMI","ror":"https://ror.org/04sd0x306","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405276069"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Mary Ismowati","raw_affiliation_strings":["Institut Ilmu Sosial dan Manajemen STIAMI Corresponjdent","1234 Institut Ilmu Sosial dan Manajemen STIAMI Corresponjdent"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Ilmu Sosial dan Manajemen STIAMI Corresponjdent","institution_ids":["https://openalex.org/I4405276069"]},{"raw_affiliation_string":"1234 Institut Ilmu Sosial dan Manajemen STIAMI Corresponjdent","institution_ids":["https://openalex.org/I4405276069"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5044567747","display_name":"Ati Mediana","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405276069","display_name":"Institut Ilmu Sosial dan Manajemen STIAMI","ror":"https://ror.org/04sd0x306","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405276069"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Ati Mediana","raw_affiliation_strings":["Institut Ilmu Sosial dan Manajemen STIAMI"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Ilmu Sosial dan Manajemen STIAMI","institution_ids":["https://openalex.org/I4405276069"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017922303","display_name":"Hashim A Abdullah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405276069","display_name":"Institut Ilmu Sosial dan Manajemen STIAMI","ror":"https://ror.org/04sd0x306","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405276069"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Hashim A. Abdullah","raw_affiliation_strings":["Institut Ilmu Sosial dan Manajemen STIAMI"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Ilmu Sosial dan Manajemen STIAMI","institution_ids":["https://openalex.org/I4405276069"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5057388894","display_name":"Yuyun Mulyati","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405276069","display_name":"Institut Ilmu Sosial dan Manajemen STIAMI","ror":"https://ror.org/04sd0x306","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405276069"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Yuyun Mulyati","raw_affiliation_strings":["Institut Ilmu Sosial dan Manajemen STIAMI"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Ilmu Sosial dan Manajemen STIAMI","institution_ids":["https://openalex.org/I4405276069"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5010011543"],"corresponding_institution_ids":["https://openalex.org/I4405276069"],"apc_list":null,"apc_paid":null,"fwci":1.2009,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.85469437,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":"2","issue":"3","first_page":"171","last_page":"180"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.6791999936103821,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.6791999936103821,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.29789999127388,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11479","display_name":"Smart Cities and Technologies","score":0.014299999922513962,"subfield":{"id":"https://openalex.org/subfields/3322","display_name":"Urban Studies"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/citizen-relationship-management","display_name":"citizen relationship management","score":0.9909999966621399},{"id":"https://openalex.org/keywords/citizen-complaints","display_name":"citizen complaints","score":0.6859999895095825},{"id":"https://openalex.org/keywords/complaint-follow-up","display_name":"complaint follow-up","score":0.6520000100135803},{"id":"https://openalex.org/keywords/mobile-application","display_name":"mobile application","score":0.7720000147819519},{"id":"https://openalex.org/keywords/local-government","display_name":"local government","score":0.6850000023841858},{"id":"https://openalex.org/keywords/jakarta","display_name":"Jakarta","score":0.7179999947547913},{"id":"https://openalex.org/keywords/citizen-participation","display_name":"citizen participation","score":0.5860000252723694},{"id":"https://openalex.org/keywords/public-service-delivery","display_name":"public service delivery","score":0.39100000262260437}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5856809616088867},{"id":"https://openalex.org/C2778355321","wikidata":"https://www.wikidata.org/wiki/Q17079427","display_name":"Identity (music)","level":2,"score":0.456810861825943},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4328119456768036},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1846369504928589},{"id":"https://openalex.org/C24890656","wikidata":"https://www.wikidata.org/wiki/Q82811","display_name":"Acoustics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.52728/ijss.v2i3.288","doi":"https://doi.org/10.52728/ijss.v2i3.288","is_oa":true,"landing_page_url":"https://doi.org/10.52728/ijss.v2i3.288","pdf_url":"https://www.ilomata.org/index.php/ijss/article/download/288/183","source":{"id":"https://openalex.org/S4210194180","display_name":"Ilomata International Journal of Social Science","issn_l":"2714-898X","issn":["2714-898X","2714-8998"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Ilomata International Journal of Social Science","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.52728/ijss.v2i3.288","doi":"https://doi.org/10.52728/ijss.v2i3.288","is_oa":true,"landing_page_url":"https://doi.org/10.52728/ijss.v2i3.288","pdf_url":"https://www.ilomata.org/index.php/ijss/article/download/288/183","source":{"id":"https://openalex.org/S4210194180","display_name":"Ilomata International Journal of Social Science","issn_l":"2714-898X","issn":["2714-898X","2714-8998"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Ilomata International Journal of Social Science","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.8999999761581421,"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions"},{"score":0.8787999749183655,"id":"https://metadata.un.org/sdg/11","display_name":"Sustainable cities and communities"},{"score":0.651199996471405,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3206701124.pdf","grobid_xml":"https://content.openalex.org/works/W3206701124.grobid-xml"},"referenced_works_count":23,"referenced_works":["https://openalex.org/W49968622","https://openalex.org/W1442670916","https://openalex.org/W1595422985","https://openalex.org/W1598045064","https://openalex.org/W1966340945","https://openalex.org/W1998072846","https://openalex.org/W2002826359","https://openalex.org/W2040923674","https://openalex.org/W2056514185","https://openalex.org/W2104449875","https://openalex.org/W2113766023","https://openalex.org/W2114551370","https://openalex.org/W2140026725","https://openalex.org/W2153402752","https://openalex.org/W2162345081","https://openalex.org/W2183404620","https://openalex.org/W2253900033","https://openalex.org/W2418180296","https://openalex.org/W2990634740","https://openalex.org/W3120787797","https://openalex.org/W4234975418","https://openalex.org/W6605715580","https://openalex.org/W6611728261"],"related_works":["https://openalex.org/W4386477625","https://openalex.org/W7217212596","https://openalex.org/W7215862927","https://openalex.org/W4323775831","https://openalex.org/W4293083157","https://openalex.org/W4411502318","https://openalex.org/W3004279444","https://openalex.org/W3201414387","https://openalex.org/W4206225131","https://openalex.org/W7215678754"],"abstract_inverted_index":{"Citizen":[0],"Relationship":[1],"Management":[2],"Mobile":[3],"is":[4,8,101,120,152,174],"an":[5],"application":[6,46,197],"that":[7,19,27,90,102,153,195,235,256],"created":[9],"to":[10,13,146,179,215,251],"be":[11,94],"able":[12],"follow":[14,147],"up":[15],"on":[16],"all":[17],"complaints":[18,37,50,92,155],"have":[20,244],"been":[21,245],"reported":[22,82],"by":[23,105,209,222,247],"Jakarta's":[24],"residents":[25],"so":[26,89,234,255],"local":[28],"governments":[29],"of":[30,38,54,64,77,81,133,142,165,198,212,218,238,259],"DKI":[31],"can":[32,68,93],"coordinate":[33],"faster":[34],"in":[35,47,171,200],"resolving":[36],"Jakarta\u2019s":[39],"society.":[40],"Kartini":[41,65,143,249],"sub-district":[42,66,144,203,250],"applies":[43],"a":[44,175],"CRM":[45,61,199,239],"handling":[48,53,217],"public":[49,55,83,219,263,265],"regarding":[51,264],"the":[52,60,78,106,115,118,131,134,160,196,201,210,216,223,236,248,257,262],"facilities":[56,84,220,266],"infrastructure":[57,267],"(PPSU).":[58],"Through":[59],"application,":[62],"PPSU":[63,141,166],"workers":[67,145],"find":[69],"community":[70],"reports,":[71],"not":[72,112,121,129,158],"only":[73],"locations":[74],"or":[75],"pictures":[76,109],"actual":[79,116],"condition":[80],"but":[85],"also":[86,126],"their":[87],"identities":[88],"public's":[91],"resolved":[95],"quickly.":[96],"However,":[97],"what":[98],"often":[99],"happens":[100],"reports":[103,156],"submitted":[104,221],"society":[107],"through":[108],"(photos)":[110],"are":[111],"suitable":[113],"with":[114,189],"situation,":[117],"address":[119],"clear":[122],"as":[123,207],"well":[124],"and":[125,163,274],"it":[127,138],"does":[128],"include":[130,159],"identity":[132],"reporter.":[135],"This":[136],"makes":[137],"difficult":[139],"for":[140],"up.":[148],"Another":[149],"problem":[150],"faced":[151,233],"several":[154],"do":[157],"main":[161],"duties":[162],"functions":[164],"workers.":[167],"The":[168,192],"method":[169],"used":[170],"this":[172],"research":[173],"descriptive":[176],"qualitative":[177],"approach":[178],"collect":[180],"information":[181],"about":[182],"real":[183],"current":[184],"conditions.":[185],"Interviews":[186],"were":[187,230],"conducted":[188],"8":[190],"informants.":[191],"results":[193],"showed":[194],"Kartini\u2019s":[202],"was":[204],"quite":[205],"effective,":[206],"indicated":[208],"level":[211],"reports/complaints":[213,260],"related":[214],"residents,":[224],"which":[225],"decreased":[226],"significantly,":[227],"although":[228],"there":[229],"still":[231],"obstacles":[232,254],"implementation":[237],"ran":[240],"optimally.":[241],"Various":[242],"efforts":[243],"made":[246],"overcome":[252],"these":[253],"follow-up":[258],"from":[261],"has":[268],"higher":[269],"quality,":[270],"faster,":[271],"more":[272],"precise,":[273],"accurate.":[275]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-10-25T00:00:00"}