{"id":"https://openalex.org/W7208819484","doi":"https://doi.org/10.38035/sjam.v4i2.1185","title":"Implementation of an Artificial Intelligence-Based Chatbot for Immigration Services and Smart Government at the Directorate General of Immigration, Ministry of Immigration and Corrections, Indonesia","display_name":"Implementation of an Artificial Intelligence-Based Chatbot for Immigration Services and Smart Government at the Directorate General of Immigration, Ministry of Immigration and Corrections, Indonesia","publication_year":2026,"publication_date":"2026-09-05","ids":{"openalex":"https://openalex.org/W7208819484","doi":"https://doi.org/10.38035/sjam.v4i2.1185"},"language":"en","primary_location":{"id":"doi:10.38035/sjam.v4i2.1185","doi":"https://doi.org/10.38035/sjam.v4i2.1185","is_oa":true,"landing_page_url":"https://doi.org/10.38035/sjam.v4i2.1185","pdf_url":"https://research.e-siber.org/SJAM/article/download/1185/757","source":{"id":"https://openalex.org/S4387292337","display_name":"Siber Journal of Advanced Multidisciplinary","issn_l":"2987-1018","issn":["2987-1018","2987-1069"],"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":"Siber Journal of Advanced Multidisciplinary","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://research.e-siber.org/SJAM/article/download/1185/757","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5031061745","display_name":"Catur Susaningsih","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210132056","display_name":"Universitas Prof Dr Moestopo","ror":"https://ror.org/031tn5142","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210132056"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Catur Susaningsih","raw_affiliation_strings":["Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia","institution_ids":["https://openalex.org/I4210132056"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081869766","display_name":"Triyuni Soemartono","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210132056","display_name":"Universitas Prof Dr Moestopo","ror":"https://ror.org/031tn5142","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210132056"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Triyuni Soemartono","raw_affiliation_strings":["Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia","institution_ids":["https://openalex.org/I4210132056"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5107944346","display_name":"Pandji Sukmana","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210132056","display_name":"Universitas Prof Dr Moestopo","ror":"https://ror.org/031tn5142","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210132056"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Pandji Sukmana","raw_affiliation_strings":["Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia","institution_ids":["https://openalex.org/I4210132056"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5053392799","display_name":"T. Herry Rachmatsyah","orcid":"https://orcid.org/0000-0003-2993-0511","observed_orcids":["https://orcid.org/0000-0003-2993-0511"]},"institutions":[{"id":"https://openalex.org/I4210132056","display_name":"Universitas Prof Dr Moestopo","ror":"https://ror.org/031tn5142","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210132056"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"T. Herry Rachmatsyah","raw_affiliation_strings":["Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Prof. Dr. Moestopo, Jakarta Pusat, Indonesia","institution_ids":["https://openalex.org/I4210132056"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210132056"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.61830069,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"4","issue":"2","first_page":"553","last_page":"568"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9945999979972839,"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":0.9945999979972839,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.00139999995008111,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbots","display_name":"chatbots","score":0.7950000166893005},{"id":"https://openalex.org/keywords/immigration-services","display_name":"immigration services","score":0.8700000047683716},{"id":"https://openalex.org/keywords/smart-government","display_name":"smart government","score":0.925000011920929},{"id":"https://openalex.org/keywords/artificial-intelligence-adoption","display_name":"artificial intelligence adoption","score":0.7519999742507935},{"id":"https://openalex.org/keywords/trust-in-government","display_name":"public trust in government","score":0.878000020980835},{"id":"https://openalex.org/keywords/trust-in-technology","display_name":"trust in technology","score":0.9959999918937683},{"id":"https://openalex.org/keywords/risk-perception","display_name":"risk perception","score":0.9990000128746033},{"id":"https://openalex.org/keywords/behavioral-intention","display_name":"behavioral intention","score":0.7409999966621399},{"id":"https://openalex.org/keywords/public-acceptance","display_name":"public acceptance","score":0.6610000133514404},{"id":"https://openalex.org/keywords/digital-public-services","display_name":"digital public services","score":0.7289999723434448},{"id":"https://openalex.org/keywords/personal-data-protection","display_name":"personal data protection","score":0.7670000195503235},{"id":"https://openalex.org/keywords/directorate-general-of-immigration","display_name":"Directorate General of Immigration","score":0.8510000109672546},{"id":"https://openalex.org/keywords/indonesia","display_name":"Indonesia","score":0.5059999823570251}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8808000087738037},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.6269999742507935},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.5864999890327454},{"id":"https://openalex.org/C70036468","wikidata":"https://www.wikidata.org/wiki/Q131288","display_name":"Immigration","level":2,"score":0.54830002784729},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5188999772071838},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.48260000348091125},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.4442000091075897},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4000999927520752},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.3481000065803528},{"id":"https://openalex.org/C521751864","wikidata":"https://www.wikidata.org/wiki/Q1729207","display_name":"Christian ministry","level":2,"score":0.3407999873161316},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.32749998569488525},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3271999955177307},{"id":"https://openalex.org/C3116431","wikidata":"https://www.wikidata.org/wiki/Q31728","display_name":"Public administration","level":1,"score":0.3174000084400177},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.3131999969482422},{"id":"https://openalex.org/C53844881","wikidata":"https://www.wikidata.org/wiki/Q856122","display_name":"Modernization theory","level":2,"score":0.31060001254081726},{"id":"https://openalex.org/C109986646","wikidata":"https://www.wikidata.org/wiki/Q546113","display_name":"Public policy","level":2,"score":0.2946000099182129},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.28769999742507935},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.2777000069618225},{"id":"https://openalex.org/C134698397","wikidata":"https://www.wikidata.org/wiki/Q17946","display_name":"Public opinion","level":3,"score":0.2635999917984009},{"id":"https://openalex.org/C74558129","wikidata":"https://www.wikidata.org/wiki/Q43024","display_name":"Short Message Service","level":2,"score":0.262800008058548},{"id":"https://openalex.org/C122637931","wikidata":"https://www.wikidata.org/wiki/Q118084","display_name":"Unit (ring theory)","level":2,"score":0.25450000166893005},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2526000142097473}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.38035/sjam.v4i2.1185","doi":"https://doi.org/10.38035/sjam.v4i2.1185","is_oa":true,"landing_page_url":"https://doi.org/10.38035/sjam.v4i2.1185","pdf_url":"https://research.e-siber.org/SJAM/article/download/1185/757","source":{"id":"https://openalex.org/S4387292337","display_name":"Siber Journal of Advanced Multidisciplinary","issn_l":"2987-1018","issn":["2987-1018","2987-1069"],"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":"Siber Journal of Advanced Multidisciplinary","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.38035/sjam.v4i2.1185","doi":"https://doi.org/10.38035/sjam.v4i2.1185","is_oa":true,"landing_page_url":"https://doi.org/10.38035/sjam.v4i2.1185","pdf_url":"https://research.e-siber.org/SJAM/article/download/1185/757","source":{"id":"https://openalex.org/S4387292337","display_name":"Siber Journal of Advanced Multidisciplinary","issn_l":"2987-1018","issn":["2987-1018","2987-1069"],"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":"Siber Journal of Advanced Multidisciplinary","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions","score":0.8046000003814697},{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.4943999946117401}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7208819484.pdf","grobid_xml":"https://content.openalex.org/works/W7208819484.grobid-xml"},"referenced_works_count":17,"referenced_works":["https://openalex.org/W1979290264","https://openalex.org/W1997084088","https://openalex.org/W2006801858","https://openalex.org/W2152739340","https://openalex.org/W2158242434","https://openalex.org/W2896640274","https://openalex.org/W2978842399","https://openalex.org/W3205202086","https://openalex.org/W4386719165","https://openalex.org/W4387404157","https://openalex.org/W4388334656","https://openalex.org/W4389139633","https://openalex.org/W4399211342","https://openalex.org/W4405492959","https://openalex.org/W4411064581","https://openalex.org/W4411612954","https://openalex.org/W4412390904"],"related_works":["https://openalex.org/W7219656963","https://openalex.org/W4409818701","https://openalex.org/W7165007225","https://openalex.org/W7216139225","https://openalex.org/W4416680154","https://openalex.org/W7199126346","https://openalex.org/W7215641717","https://openalex.org/W4409557112","https://openalex.org/W7117959394","https://openalex.org/W7216465707"],"abstract_inverted_index":{"Digital":[0],"modernization":[1],"of":[2,9,23,47,72],"public":[3,30,57,166,186,192],"services":[4],"is":[5,188],"an":[6,86],"important":[7],"component":[8],"Smart":[10],"Government":[11,37,140],"implementation":[12,51,71],"in":[13,32,42,124,127,139,143],"Indonesia.":[14],"The":[15,134,157],"Immigration":[16,24,76],"Service":[17,77],"Chatbot":[18,78],"at":[19],"the":[20,35,70,73,80],"Directorate":[21],"General":[22],"supports":[25],"service":[26,161],"efficiency,":[27,162],"effectiveness,":[28],"and":[29,59,82,106,131,141,148,165,176,185],"satisfaction":[31],"accordance":[33],"with":[34,63,102],"Electronic-Based":[36],"System":[38],"(SPBE)":[39],"principles":[40],"stipulated":[41],"Presidential":[43],"Regulation":[44],"Number":[45],"95":[46],"2018.":[48],"However,":[49],"its":[50],"still":[52],"faces":[53],"challenges":[54,169],"related":[55],"to":[56,150,160,190],"trust":[58],"perceived":[60],"risks":[61],"associated":[62],"artificial":[64],"intelligence":[65],"technology.":[66],"This":[67],"study":[68,92],"analyzes":[69],"Artificial":[74],"Intelligence-based":[75],"using":[79,116],"B\u00e9langer":[81],"Carter":[83],"model":[84],"as":[85],"analytical":[87],"framework.":[88],"A":[89],"qualitative":[90],"case":[91],"approach":[93],"was":[94],"employed.":[95],"Data":[96,113],"were":[97,114],"collected":[98],"through":[99],"in-depth":[100],"interviews":[101],"7":[103],"key":[104],"informants":[105],"3":[107],"supporting":[108],"informants,":[109],"complemented":[110],"by":[111],"documentation.":[112],"analyzed":[115],"thematic":[117],"analysis":[118],"based":[119],"on":[120],"four":[121],"constructs:":[122],"Trust":[123,126,138,142],"Government,":[125],"Technology,":[128],"Perceived":[129,153],"Risk,":[130],"Behavioral":[132],"Intention/Use.":[133],"findings":[135],"show":[136],"that":[137],"Technology":[144],"strengthen":[145],"chatbot":[146,158,183],"acceptance":[147],"intention":[149],"use,":[151],"while":[152],"Risk":[154],"inhibits":[155],"adoption.":[156],"contributes":[159],"information":[163],"delivery,":[164],"satisfaction.":[167],"Key":[168],"include":[170],"concerns":[171],"about":[172],"personal":[173],"data":[174,181],"protection":[175],"AI":[177],"response":[178],"accuracy.":[179],"Strengthening":[180],"security,":[182],"accuracy,":[184],"dissemination":[187],"essential":[189],"optimize":[191],"acceptance.":[193]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-09-06T00:00:00"}