Modern Communities Still Prioritize Face-to-Face Communication

Harry T.Yani Achsan, Heru Suhartanto, Wahyu Catur Wibowo, Diki Gita Purnama, Ayu Dwi Nindyati

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

DKI Jakarta Provincial Government has implemented Citizen Relationship Management in the form of Jakarta Smart City. There are 8 channels provided as a door or ways to submit complaints, of which 7 doors use Information and Communication Technology and 1 door of offline. Until now there has no evaluation of an offline channel, even though this channel requires personnel who must work full time on every Saturday. The data collection method for this research was an interview with 250 DKI Jakarta residents using a questionnaire with semi-closed questions. The result of this study indicates that the most widely used canals of DKI Jakarta residents in channeling complaints are offline channels that are conducted by face-to-face. While information about programs in the DKI Jakarta Provincial Government that is most influential is information from relatives or closest people that is usually done face to face.

Original languageEnglish
Title of host publicationProceeding - 2019 International Conference on ICT for Smart Society
Subtitle of host publicationInnovation and Transformation Toward Smart Region, ICISS 2019
EditorsSuhono Harso Supangkat, Jaka Sembiring, Arry Akhmad Arman, IGB. Baskara Nugraha, Yoanes Bandung
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728148809
DOIs
Publication statusPublished - Nov 2019
Event10th International Conference on ICT for Smart Society, ICISS 2019 - Bandung, Indonesia
Duration: 19 Nov 201920 Nov 2019

Publication series

NameProceeding - 2019 International Conference on ICT for Smart Society: Innovation and Transformation Toward Smart Region, ICISS 2019

Conference

Conference10th International Conference on ICT for Smart Society, ICISS 2019
CountryIndonesia
CityBandung
Period19/11/1920/11/19

Keywords

  • Citizen Relationship Management
  • Complaints
  • E-government
  • Jakarta Smart City

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