{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,1]],"date-time":"2025-10-01T15:20:44Z","timestamp":1759332044324,"version":"3.40.3"},"publisher-location":"Cham","reference-count":22,"publisher":"Springer Nature Switzerland","isbn-type":[{"type":"print","value":"9783031360008"},{"type":"electronic","value":"9783031360015"}],"license":[{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2023]]},"DOI":"10.1007\/978-3-031-36001-5_38","type":"book-chapter","created":{"date-parts":[[2023,7,8]],"date-time":"2023-07-08T23:06:07Z","timestamp":1688857567000},"page":"297-305","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Application of SP4N-LAPOR to Improve the Quality of Public Services and Information (Case Study in Indonesia)"],"prefix":"10.1007","author":[{"given":"Annisa Millania","family":"Wildhani","sequence":"first","affiliation":[]},{"given":"Achmad","family":"Nurmandi","sequence":"additional","affiliation":[]},{"family":"Misran","sequence":"additional","affiliation":[]},{"given":"Dimas","family":"Subekti","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,7,9]]},"reference":[{"key":"38_CR1","unstructured":"Yulianto, M.: Efektivitas Aplikasi Sp4n Lapor (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) Dalam Pengelolaan Pengaduan Masyarakat Di Dinas Komunikasi Dan Informatika Kabupaten Tangerang Provinsi Banten, pp. 1\u201314 (2022)"},{"issue":"1","key":"38_CR2","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1108\/INMR-11-2018-0080","volume":"17","author":"AB Pratama","year":"2020","unstructured":"Pratama, A.B.: The landscape of public service innovation in Indonesia: a comprehensive analysis of its characteristic and trend. Innov. Manag. Rev. 17(1), 25\u201340 (2020). https:\/\/doi.org\/10.1108\/INMR-11-2018-0080","journal-title":"Innov. Manag. Rev."},{"issue":"2","key":"38_CR3","doi-asserted-by":"publisher","first-page":"26","DOI":"10.24036\/jmiap.v2i2.122","volume":"2","author":"LNA Haspo","year":"2020","unstructured":"Haspo, L.N.A., Frinaldi, A.: Penerapan Aplikasi Sp4N-Lapor Dalam Manajemen Pengaduan Masyarakat Di Kota Solok. J. Manaj. dan Ilmu Adm. Publik 2(2), 26\u201333 (2020). https:\/\/doi.org\/10.24036\/jmiap.v2i2.122","journal-title":"J. Manaj. dan Ilmu Adm. Publik"},{"key":"38_CR4","doi-asserted-by":"crossref","unstructured":"Yahya, A.S., Setiyono: Efektivitas Pelayanan Publik Melalui Sistem Pengelolaan Pengaduan Aplikasi SP4N-LAPOR Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Nomor 3 Tahun 2015 Tentang Road Map Pengembangan Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional (2015). K. J. Media Birokrasi 4, 1\u201322 (2022)","DOI":"10.33701\/jmb.v4i1.2432"},{"key":"38_CR5","unstructured":"KEMENPAN-RB. Laporan Tahunan Pengelolaan SP4N-LAPOR (2020)"},{"key":"38_CR6","unstructured":"KEMENPAN-RB. Laporan Tahunan Pengelolaan SP4N-LAPOR (2019)"},{"key":"38_CR7","doi-asserted-by":"publisher","unstructured":"Sri Zulaikah, R., et al.: Analisis Sp4N Lapor Di Kantor Bagian Organisasi Sekretariat Daerah Kabupaten Karimun Analysis of Sp4N Lapor in the Office of the Organizational Secretariat of the Regional Secretariat of Karimun Regency\u201d, [Online]. https:\/\/doi.org\/10.46730\/jiana.v20i2","DOI":"10.46730\/jiana.v20i2"},{"key":"38_CR8","unstructured":"Arsyiah, W.O., Ramadhan, S.: Implementation of Open government partnership in public information services in Baubau City. Ann. Rom. Soc. 25(2), 2311\u20132316 (2021). http:\/\/annalsofrscb.ro\/index.php\/journal\/article\/view\/1180"},{"issue":"1","key":"38_CR9","doi-asserted-by":"publisher","first-page":"119","DOI":"10.5539\/ijms.v9n1p119","volume":"9","author":"AH Chinedu","year":"2017","unstructured":"Chinedu, A.H., Haron, S.A., Osman, S.: Predictors of complain behaviour among mobile telecommunication network consumers. Int. J. Mark. Stud. 9(1), 119 (2017). https:\/\/doi.org\/10.5539\/ijms.v9n1p119","journal-title":"Int. J. Mark. Stud."},{"issue":"1","key":"38_CR10","doi-asserted-by":"publisher","first-page":"66","DOI":"10.20527\/mc.v5i1.7502","volume":"5","author":"H Hamjen","year":"2020","unstructured":"Hamjen, H., Nikmah, R.A.: Keragaman Pengaduan Layanan Publik Di Kalimatan Selatan Melalui Aplikasi Sp4N Lapor! Metacommun. J. Commun. Stud. 5(1), 66 (2020). https:\/\/doi.org\/10.20527\/mc.v5i1.7502","journal-title":"Metacommun. J. Commun. Stud."},{"key":"38_CR11","unstructured":"Indrajit, R., Prastowo, B., Abdullah, H.: Membangun aplikasi e-Government. Jakarta: Elex Media Komputindo (2002)"},{"key":"38_CR12","unstructured":"Bank, T. W.: e-Government. 2015. https:\/\/www.worldbank.org\/en\/topic\/digitaldevelopment\/brief\/e-government. Accessed 25 Nov 2022"},{"issue":"15","key":"38_CR13","first-page":"2251","volume":"119","author":"DAD Putra","year":"2018","unstructured":"Putra, D.A.D., et al.: Tactical steps for e-government development. Int. J. Pure Appl. Math. 119(15), 2251\u20132258 (2018)","journal-title":"Int. J. Pure Appl. Math."},{"key":"38_CR14","unstructured":"Maulani, W.: Penerapan Electronic Government Dalam Peningkatan Kualitas Pelayanan Publik (Studi Kasus Program E-Health Di Kota Surabaya). AS-SIYASAH J. Ilmu. Sos. Dan. Ilmu. Polit.5(2), 44\u201354, 2020 [Online]. https:\/\/ojs.uniska-bjm.ac.id\/index.php\/Asy\/article\/view\/3248"},{"issue":"3","key":"38_CR15","doi-asserted-by":"publisher","first-page":"225","DOI":"10.24198\/sosiohumaniora.v18i3.8762","volume":"18","author":"RA Buchari","year":"2016","unstructured":"Buchari, R.A.: Implementasi E-Service Pada Organisasi Publik Di Bidang Pelayanan Publik Di Kelurahan Cibangkong Kecamatan Batununggal Kota Bandung. Sosiohumaniora 18(3), 225 (2016). https:\/\/doi.org\/10.24198\/sosiohumaniora.v18i3.8762","journal-title":"Sosiohumaniora"},{"issue":"3","key":"38_CR16","doi-asserted-by":"publisher","first-page":"339","DOI":"10.1108\/10662240610673736","volume":"16","author":"J Rowley","year":"2006","unstructured":"Rowley, J.: An analysis of the e-service literature: towards a research agenda. Internet Res. 16(3), 339\u2013359 (2006). https:\/\/doi.org\/10.1108\/10662240610673736","journal-title":"Internet Res."},{"issue":"9","key":"38_CR17","first-page":"22","volume":"15","author":"LS Naqibah","year":"2021","unstructured":"Naqibah, L.S., Cikusin, Y., Abidin, A.Z.: Implementasi Kebijakan Pelayanan Administrasi Kependudukan Berbasis E-Service (Studi Kasus Pelayanan E-Ktp Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Rembang). J. Respon Publik 15(9), 22\u201330 (2021)","journal-title":"J. Respon Publik"},{"key":"38_CR18","doi-asserted-by":"publisher","unstructured":"Candra, S., Valtin, E.I., Agustine, R.T.: E-Service quality of online transportation in Indonesia: a preliminary finding. In: 2019 7th International Conference on Cyber and IT Service Management\u00a0(CITSM) (2019). https:\/\/doi.org\/10.1109\/CITSM47753.2019.8965343","DOI":"10.1109\/CITSM47753.2019.8965343"},{"key":"38_CR19","first-page":"123","volume":"2","author":"A Wallstrom","year":"2009","unstructured":"Wallstrom, A., Engstrom, A., Sangari, E.S., Styven, M.E.: Public E-services from the citizens\u2019 perspective. Int. J. 2, 123\u2013134 (2009)","journal-title":"Int. J."},{"issue":"2","key":"38_CR20","doi-asserted-by":"publisher","first-page":"477","DOI":"10.5267\/j.ijdns.2021.12.006","volume":"6","author":"A Juwaini","year":"2022","unstructured":"Juwaini, A., et al.: The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. Int. J. Data Netw. Sci. 6(2), 477\u2013486 (2022). https:\/\/doi.org\/10.5267\/j.ijdns.2021.12.006","journal-title":"Int. J. Data Netw. Sci."},{"key":"38_CR21","unstructured":"KOMINFO. Penggunaan SP4N-LAPOR! Tingkatkan Pelayanan Publik Berkualitas. p. 2022, 2021 [Online]. https:\/\/aptika.kominfo.go.id\/2021\/11\/Penggunaan-Sp4N-Lapor-Tingkatkan-Pelayanan-Publik-Berkualitas\/"},{"key":"38_CR22","unstructured":"Wiranata, L.M.: Kualitas Aplikasi Lapor Mataram Dalam Layanan Pengaduan Masyarakat Di Kota Mataram Nusa Tenggara Barat 4(1), 88\u2013100 (2022)"}],"container-title":["Communications in Computer and Information Science","HCI International 2023 Posters"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-36001-5_38","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,3,12]],"date-time":"2024-03-12T18:19:18Z","timestamp":1710267558000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-36001-5_38"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023]]},"ISBN":["9783031360008","9783031360015"],"references-count":22,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-36001-5_38","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2023]]},"assertion":[{"value":"9 July 2023","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"HCII","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Human-Computer Interaction","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Copenhagen","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Denmark","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2023","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"23 July 2023","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"28 July 2023","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"25","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"hcii2023","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/2023.hci.international\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Single-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"CMS","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"7472","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"1578","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"396","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"21% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"2","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"2","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"No","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}