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All Journal The Indonesian Journal of Public Administration (IJPA) ARISTO NUSANTARA : Jurnal Ilmu Pengetahuan Sosial PRoMEDIA JISIP: Jurnal Ilmu Sosial dan Pendidikan JOURNAL OF GOVERNMENT (Kajian Manajemen Pemerintahan dan Otonomi Daerah) Dinamika Governance : Jurnal Ilmu Administrasi Negara JCOMENT (Journal of Community Empowerment) Berdikari : Jurnal Pengabdian kepada Masyarakat Innovative: Journal Of Social Science Research NeoRespublica : Jurnal Ilmu Pemerintahan PANDAWA : Jurnal Pengabdian kepada Masyarakat
Herlina Muzanah Zain
Universitas 17 Agustus 1945 Jakarta
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Public Health Social Sciences Other

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Journal : ARISTO

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Implementation of Citizen Relation Management (CRM) applications in the public services of the city of North Jakarta in 2023 Alifiansyah, Gizka Abrar; Zain, Herlina Muzanah
ARISTO Vol 13, No 2 (2025): July
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v13i2.9558

Abstract

Public service is a form of activity to fulfill the demands of the served party, namely the community by the serving party, namely the state, which in this case is the government. The increasingly strong globalization accompanied by increasingly sophisticated technological developments forces almost all sectors to follow its development, including public services. Modern and internet-based public services are considered as the government's participation in presenting a form of community service that is in accordance with the times. Citizen Relation Management (CRM) is a form of public service innovation that follows technological developments. Citizen Relation Management (CRM) is an application used as a forum for complaints about problems for the people of DKI Jakarta Province which is connected to 13 complaint channels, some of which can be accessed via cellphone using the internet. This study aims to describe how the implementation of the implementation of Citizen Relation Management (CRM) in public services in North Jakarta in 2023. This research methodology uses a qualitative descriptive method with data collection, namely through documentation, observation, and interviews. The data obtained is then analyzed using the theory of 5 (five) criteria for successful implementation. The results showed that the people of North Jakarta felt that the implementation of Citizen Relation Management (CRM) was very helpful and made it easier for them to complain about a problem because of the availability of various complaint channels, some of which could be accessed directly via cellphone. However, during its implementation in 2023 there were still several obstacles, both from internal officers and from the external community itself.
Strategy of the Public Relations Team of LLDIKTI Region III in Enhancing Public Services in the Digitalization Era Alif, Sisin Nastasya Ametha; Zain, Herlina Muzanah
ARISTO Vol 14, No 1 (2026): January : (Fortchoming )
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v14i1.11489

Abstract

This study aims to identify how the Public Relations (PR) team of LLDIKTI Region III designs strategies to improve public services in the digitalization era by launching the SIL@T application. This research employs the theory of Parasuraman, Zeithaml, and Berry (1998), which consists of five indicators that serve as the foundation for developing service quality improvement strategies: Tangibles (physical form), Reliability, Responsiveness, Assurance, and Empathy. The study uses a qualitative descriptive method by conducting direct observations of the occurring phenomena. The findings indicate that LLDIKTI Region III has met the five indicators of service quality improvement, both in terms of infrastructure and direct services, as well as technology-based services through the launch of the SIL@T application. Moreover, the services provided, whether through face-to-face interactions or the SIL@T application, have received positive feedback from users.
Strategy of the Public Relations Team of LLDIKTI Region III in Enhancing Public Services in the Digitalization Era Alif, Sisin Nastasya Ametha; Zain, Herlina Muzanah
ARISTO Vol 14 No 1 (2026): January : (Fortchoming )
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v14i1.11489

Abstract

This study aims to identify how the Public Relations (PR) team of LLDIKTI Region III designs strategies to improve public services in the digitalization era by launching the SIL@T application. This research employs the theory of Parasuraman, Zeithaml, and Berry (1998), which consists of five indicators that serve as the foundation for developing service quality improvement strategies: Tangibles (physical form), Reliability, Responsiveness, Assurance, and Empathy. The study uses a qualitative descriptive method by conducting direct observations of the occurring phenomena. The findings indicate that LLDIKTI Region III has met the five indicators of service quality improvement, both in terms of infrastructure and direct services, as well as technology-based services through the launch of the SIL@T application. Moreover, the services provided, whether through face-to-face interactions or the SIL@T application, have received positive feedback from users.
Implementation of Citizen Relation Management (CRM) applications in the public services of the city of North Jakarta in 2023 Alifiansyah, Gizka Abrar; Zain, Herlina Muzanah
ARISTO Vol 13 No 2 (2025): July
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24269/ars.v13i2.9558

Abstract

Public service is a form of activity to fulfill the demands of the served party, namely the community by the serving party, namely the state, which in this case is the government. The increasingly strong globalization accompanied by increasingly sophisticated technological developments forces almost all sectors to follow its development, including public services. Modern and internet-based public services are considered as the government's participation in presenting a form of community service that is in accordance with the times. Citizen Relation Management (CRM) is a form of public service innovation that follows technological developments. Citizen Relation Management (CRM) is an application used as a forum for complaints about problems for the people of DKI Jakarta Province which is connected to 13 complaint channels, some of which can be accessed via cellphone using the internet. This study aims to describe how the implementation of the implementation of Citizen Relation Management (CRM) in public services in North Jakarta in 2023. This research methodology uses a qualitative descriptive method with data collection, namely through documentation, observation, and interviews. The data obtained is then analyzed using the theory of 5 (five) criteria for successful implementation. The results showed that the people of North Jakarta felt that the implementation of Citizen Relation Management (CRM) was very helpful and made it easier for them to complain about a problem because of the availability of various complaint channels, some of which could be accessed directly via cellphone. However, during its implementation in 2023 there were still several obstacles, both from internal officers and from the external community itself.
Co-Authors Agustin, Dinar Ayu chandra Al Jannah, Dejehave Alif, Sisin Nastasya Ametha Alifiansyah, Gizka Abrar Ametha Alif, Sisin Nastasya Anang Setiawan Angella Rosha Pangestu Dejehave Al Jannah Dewi, Putri Alia Didit Sumardiyanto Dinar Ayu Chandra Agustin Estrada, Francois Joseph Koda Fauzia, Wulan Nur Helen Dian Fridayani, Helen Dian Indarti, Lintang Iqbal Aidar Idrus, Iqbal Aidar Jannah, Dejahave Al Karisma Karisma Karisma, Karisma Lombu, Rizky Julmansyah M.Fajri Hidayat Made Maya Padmi Madi Ramadhan Mahdafikia, Hirzan Muhammad Lukman Hakim Muhammad Lukman Hakim, Muhammad Lukman Nurhidayatullah, Danang Pakpahan, Milton Pakpahan, Milton Pangestu, Angella Rosha Pranggono, Taufan Setyo Rahayu, Fatma Zela Ricky Harianja Rodiansyah, Doni Siti Nur Laila Basir Sophi Alifiyah Sri Endah Susilowati Syahrul, Melinda Putricia Syarif Hidayat Takbir, Fadhil Maulana Telaumbanua, Revorlin Ummi Zakiyah, Ummi Utami, Sherly Tri