Public Complaint Services: How Designing
Integrated Services for Websites, Email and Social Media Can Increase Public
Trust
Yono
Maulana1*, Ratih Hurriyati2, Firman Hidayat3
1*,2,3Faculty
of Economics and Business, Indonesian Education University, Indonesia
*email: 1*[email protected],
2[email protected], 3[email protected]
|
Keywords |
|
ABSTRACT |
|
Community Complaint Services, Integrated
Services, Community Trust |
|
Analyzing and
identifying potential improvements in public complaint services in Indonesia
through designing and integrating integrated Dumas Presisi services involving
websites, email and social media. This research uses a quantitative and
qualitative approach with case studies as the main method. Data was collected
through online surveys, interviews via electronic messaging and documentation
analysis used to support this research. The results of the research can be
concluded that 42.30% of the public consider Dumas Presisi to be quite fast
in responding to complaints with good follow-up quality, with the ease of use
of the Dumas Presisi application being quite good, able to give confidence to
the public that their reports will be followed up, speed, easy data
transactions and the security provided makes people feel comfortable when
using the Dumas Presisi application. |
|
|
||
|
|
|
INTRODUCTION
_files/image002.jpg)
External monitoring function which is managed under the General Inspectorate of
Police (Itwasum) which also plays the role of Internal Supervisory Apparatus
(APIP). One form of external supervision is public complaints. National Police
Chief Regulation number 8 of 2018 regulates the management of public complaints
regarding the actions of members of the National Police and State Civil
Apparatus (ASN) who commit violations, code of ethics, irregularities and abuse
of authority.
Figure
1. Conventional flow of public complaints
Source:
National Police Itwasum (2022)
The process of submitting a complaint takes a long
time, to submit a complaint, the public needs to come to the Integrated Dumas
Complaint Center according to the purpose of the complaint. If the member or
work unit being complained about is at Headquarters then the public needs to
come to SPDT Headquarters, likewise if the purpose of the complaint is at
Headquarters. one of the regional police then the community needs to come to
the SPDT Polda, from the SDPT the complaint will be received, verified,
continued to the destination working unit, the destination working unit will
then carry out clarification or investigation and investigation until the
status of the report can be determined whether it is proven true or proven not true.
In Perkap number 8 of 2018, the process for resolving public complaints takes a
maximum of 90 working days, however, if the complaint is proven and there is a
criminal process involved, it can take longer. The long settlement process
carried out by the National Police often makes people feel disappointed because
of the long waiting time and not being able to find out the status of their
complaint.
Technological progress is increasingly rapid,
especially accelerated by the Covid-19 pandemic situation, all state
institutions are forced to utilize technology as a tool in running government
and providing services to the community. In 2020 the National Police's ITwasum
has designed and built an electronic public complaint called E-Dumas Presisi in
line with the increasing number of complaints regarding the performance and
services of National Police members provided to the public.
_files/image004.jpg)
Figure
2. Flow of electronic public complaints
Source:
National Police Itwasum (2022)
Improvements in distribution channels and information
to the public are of course necessary (Kotler & Keller, 2009). Channel
design decisions must be able to address waiting times and delivery times,
special convenience, product diversity and service support. By carrying out
transformation improvements to the hashtags #PercumaPoliceReport,
#NoViralNoJustice, #SatuhariSatuOknum, a form of public disappointment and
criticism towards the National Police which is considered slow in following up
on public reports (Pusparisa, 2023) can be suppressed.
LITERATURE REVIEW
Normative
Foundations
The community has a role
in state administration, one of which is supervision which can be channeled
through the channels that have been provided, this is regulated in Government
Regulation Number 68 of 1999 concerning procedures for implementing community
participation in state administration, Community participation in state
administration to realize Clean state administration is implemented in the form
of: the right to seek, obtain and provide information regarding state
administration. The right to obtain equal and fair services from State
Administrators. The right to convey suggestions and opinions responsibly
regarding the policies of State Administrators. The right to obtain legal
protection in the case of 1) exercising his/her rights as intended in letter 2)
being asked to be present in the investigation process, investigation and at
the court hearing as a reporting witness, witness or expert witness, in
accordance with the provisions of the applicable laws and regulations.
PAN RI ministerial
regulation Number: Per/05/M.PAN/4/2009 dated 7 April 2009 concerning general
guidelines for handling public complaints for government agencies which aims to
ensure that public complaints are handled properly and correctly, effectively
and efficiently, so that they are more coordinated and have the same handling
mechanism, encouraging good governance that is free of corruption, collusion
and nepotism.
Republic of Indonesia
State Police Regulation Number 9 of 2018 concerning Procedures for Handling
Public Complaints within the Republic of Indonesia State Police. According to
Perpol (State Police of the Republic of Indonesia, 2018), Public Complaints,
hereinafter referred to as Dumas, are the application of supervision from the
public, Government Agencies and other parties to the National Police in the
form of contributions of thoughts, suggestions, ideas or constructive
complaints/complaints. In accordance with article 3, Dumas handling is carried
out with the principle of legality, namely prioritizing the basis of regulations
and legislation, transparency, namely providing opportunities and rights to
obtain correct, honest and non-discriminatory information based on procedures
and follow-up actions. Coordination, carrying out good cooperation with the
correct procedures for both government and non-government officials.
Effectiveness and efficiency, namely right on target, saving energy, time and
costs. Accountability, namely that all processes and follow-up actions can be
accounted for. Objectivity, namely based on facts or evidence without being
influenced by prejudice, interpretation, personal interests, groups or the
interests of certain parties. Proportionality, namely prioritizing the
interests of carrying out duties and authority while still paying attention to
legitimate interests in a balanced manner.
Integrated
Marketing Theory
The services provided by
the National Police are part of marketing science (Kotler et al., 2016). The
marketing 4.0 concept which combines digital technology with traditional
marketing strategies is to achieve higher customer engagement, so a strategy is
needed that combines various marketing channels, including content marketing. ,
SEO, and social media marketing, to create a cohesive customer experience
(Diamond, 2019). It doesn't stop there (Michael Barry, 2016): the development
of "design thinking" which includes empathy for service users as the
main law Number 2 of 2002 concerning the National Police of the Republic of
Indonesia in designing integrated services so that the public feels satisfied.
(Reason et al., 2015,) emphasizes the use of service design to create higher
value and competitive advantage for organizations. So the concept of
"service systems" combines various elements, including technology,
people and processes, to create integrated and coherent services (Oliver Groth,
2012). Meanwhile, according to (Ruo-ju, 2015) the police cannot be separated
from factors such as position, responsibility, loyalty, standards and
evaluation. Only in this way can the police carry out law enforcement practices
and reduce public complaints. Welcoming the era of marketing 5.0 (Kotler et
al., 2022), the application of human-like technology aims to create,
communicate, convey and increase value. The National Police continues to strive
for this, of course, to improve distribution channels (Kotler et al., 2022) to
the public so that faster and can monitor the progress of the complaint.
Theory of Public
Trust and Community Satisfaction
Trust is a company's
willingness to rely on business partners. Trust depends on a number of
interpersonal and inter-organizational factors, such as company competence,
integrity, honesty and kindness (Kotler & Keller, 2009). All knowledge
possessed by consumers and all
conclusions consumers make about objects, attributes and benefits (Mowen &
Minor, 2002). Trust is generally seen as a fundamental element for the success
of a relationship (Kanuk and Schiffman, 2010:30) (Schiffman et al. al., 2010,
30). There are several dimensions and indicators to find out related to
customer/community trust, namely benevolence, ability, integrity, willingness
to depend. (Kotler & Keller, 2016).
Review of
Previous Research
From the results of
previous research, it is hoped that the importance of integrated design can be
used and be useful for society (Ratih Hurriyati, p. 260, 2020) and there are
still problems with IT monitoring and website maintenance.
(GS et al., 2021)
revealed that his research has provided reliable empirical evidence to confirm
that the implementation of integrated marketing strategies such as advertising,
sales promotions, social media and public relations has the potential to
improve their marketing performance amidst the COVID-19 pandemic
The importance of police
knowledge and skills in providing services to the community is very important
(Jenkins, 2015) that police who master the "broken windows" theory
(James & Kelling, 1982) and police who focus on solving problems in the
community tend to be able to handle delays well in investigators' acceptance of
community problem solving; and differences based on officer race/ethnicity,
education, rank, and assignment.
(Huihuang, 2022) In the
panoptic police supervision mode, violations committed by the police can be
minimized to reduce distrust of the police as much as possible. Apart from
that, if police supervision loses its fundamental principles, a
consequentialist zero-tolerance policy will take the discipline of power to
another extreme and result in police disobedience. By using integrated services
the community can find out in real time the progress of their reports, the
Dumas Presisi website can used as an electronic-based panopathic tool.
(Ernawati & Dwiarto,
2023) in their research findings show that people enjoy using JAKLAPOR and the
features it contains. The response was fast and the quality of the solution was
quite good. However, improvements to JAKPLAPOR services must continue to be
carried out, including more intentional outreach to the public, especially
regarding the existence of features in the JAKI application.
The selection of
research objects at the National Police Itwasum is relevant and urgent because
it has a strategic role and current issues related to National Police services.
The National Police also has a complex level of complexity and organizational
dynamics. The accessibility and availability of data and information that is
very possible to access can be a rich source of primary or secondary data for
research.
The small number of
previous studies means that there may be research gaps or areas that have not
been researched much before. This research can
contribute to filling the gap in
existing literature regarding Polri services. This research can also provide
in-depth insight into the social impact of police policies and interventions.
In the Indonesian context, this research could be relevant to understanding how
society's culture and values interact with the function and role of the police.
METHOD
In
this research, a sequential explanatory mixed methods design was used
(Creswell, nd). Therefore, quantitative and qualitative methods were carried
out sequentially to produce a comprehensive study regarding the use of the
Dumas Presisi application. Quantitative methods are used to obtain an
assessment of the Dumas Presisi application. Therefore, this method then
presents a numerical presentation which is a summary illustration of the
research that has been carried out (Tashakkori & Teddlie, 2010).
Qualitative methods tend to obtain data and information as a deepening of
information obtained previously through quantitative methods.
The
location of the research was at the General Supervision Inspectorate of the
National Police Headquarters, DKI Jakarta. Questionnaires, interviews, and
literature reviews were used to collect data. Questionnaires are used to
collect data for quantitative analysis. Data collection was carried out in
January 2022 so that the complete questionnaire distributed in 2022 could be
obtained from all communities spread throughout Indonesia. The questionnaire
distributed attached to the public complaint application is in a separate menu,
so that the public can freely fill it out after receiving the electronic
complaint service. From the period January 2022 to December 2022, 2570 people
made complaints via the Dumas Presisi Application which were categorized as
monitoring or complaints that met the requirements for follow-up, and 331
(12.9%) provided feedback via the survey menu. Of 331 respondents with an
average age of 23 years to 70 years spread across 34 provinces with 40% female
and 60% male. In terms of occupation, the majority of respondents were students
at 26%, private employees at 25%, self-employed at 24%, ASN employees at BUMN,
police, military at 19%, and the remaining undefined at 9%. Interviews and
literature reviews were used to obtain qualitative data using WhatsApp tools to
convey a series of questions to the selected group of respondents. Data
collected from books, journals and other research results with similar
discussions are included in this research literature review.
After
collecting data for this research, the next stage is processing, analyzing,
discussing the findings, and drawing conclusions from the data. The central
tendency method is used to evaluate quantitative data, while the interactive
model (Miles et al., 2013) is used to examine qualitative data, including
condensing, presenting and compiling conclusion data.
RESULTS
The
questionnaire collected 331 respondents spread across 34 provinces in
Indonesia, 5 provinces with the largest respondents being DKI Jakarta with 57
respondents (17.1%), second place East Java with 51 respondents (15.4%),
Central Java with 41 respondents (12.5%), Banten with 24 respondents (7.4%) and
North Sumatra with 21 respondents (6.2%), then the rest were distributed to 29
provinces in Indonesia, namely 137 respondents or approximately (41.4%).
Of the total
number of people who submitted complaints via the Dumas Presisi application,
there were 331 respondents, 42.30% of the respondents' assessment of the Dumas
Presisi application was very knowledgeable and 27.49% were quite aware of the
existence of online complaints. In terms of the quality of online complaint
follow-up, only 32.93% of respondents stated that they strongly agreed and
44.11% agreed, while for confidence in the follow-up to complaints, 33.23% of
them strongly agreed and 24.47% agreed.
Table 1
Results of respondents' assessment of the Dumas
Presisi Application
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
70 |
21.15% |
|
Disagree |
30 |
9.06% |
|
Agree |
91 |
27.49% |
|
Strongly
Agree |
140 |
42.30% |
|
Total |
331 |
100.00% |
Table 2
Results of respondents' assessment of the quality of
follow-up
Complaints via the Dumas Presisi Application
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
30 |
9.06% |
|
Disagree |
46 |
13.90% |
|
Agree |
146 |
44.11% |
|
Strongly
Agree |
109 |
32.93% |
|
Total |
331 |
100.00% |
Table 3
Respondent Assessment Results
Confirmation of the follow-up to the complaint
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
65 |
19.64% |
|
Disagree |
75 |
22.66% |
|
Agree |
81 |
24.47% |
|
Strongly
Agree |
110 |
33.23% |
|
Total |
331 |
100.00% |
Table 4
Results of Respondents' Assessment of
Convenience of using the Dumas Presisi Application
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
28 |
8.46% |
|
Disagree |
66 |
19.94% |
|
Agree |
131 |
39.58% |
|
Strongly
Agree |
106 |
32.02% |
|
Total |
331 |
100.00% |
Table 5
The results of the respondents' assessment of
data processing speed in the Dumas Presisi Application
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
28 |
8.46% |
|
Disagree |
66 |
19.94% |
|
Agree |
131 |
39.58% |
|
Strongly
Agree |
106 |
32.02% |
|
Total |
331 |
100.00% |
Table 6
Results of respondents' assessment of convenience
in the complaint process using the Dumas Presisi
application
|
Description |
Number of Respondents |
Percentage |
|
Strongly
Disagree |
62 |
18.73% |
|
Disagree |
54 |
16.31% |
|
Agree |
114 |
34.44% |
|
Strongly
Agree |
101 |
30.51% |
|
Total |
331 |
100.00% |
Regarding the
respondents' assessment regarding the comfort of using the Dumas Presisi
Application, 32.02% said they Strongly Agree and 39.58% said they agreed. and
as many as 32.02% of respondents agreed with the speed of data processing in
the Dumas Presisi application, while regarding the ease of use of the
application, 30.51% Strongly Agree and 34.44% agreed. Data from the
respondents' evaluation results are presented in Tables 1, 2, 3, 4, 5, and 6.
In order to
avoid bias in the results obtained, researchers conducted further research on
20 respondents who had used the Dumas Presisi application through in-depth
interviews via WhatsApp message communication media and the chat consultation
feature in the Dumas Presisi application. Of the 20 researchers grouped based
on complaint categories.
The first
group works as private employees, students, ASN who come from several locations
such as West Java, DKI Jakarta and Banten, complained regarding the follow-up
to the police report which the informant considered to be dragging on, giving
the impression of playing around and lacking in intention in communicating,
then he made a complaint via the Dumas Presisi application, shortly after
sending the dumas, he received notification that his report was received and followed
up and he could be given a final answer that his complaint was proven to be
true and not true, from the results of the clarification carried out before 90
working days. That people who complain via the Dumas Presisi Application are in
accordance with Perkap no. 09 of 2018 (State Police of the Republic of
Indonesia, 2018) concerning public complaints that the Dumas Polri only accepts
complaints that have a supervisory level such as violations of the code of
ethics, negligence and violations of the law committed by Polri members and
Polri ASN outside of that will be deemed not to have a supervisory level and
complaints will be will not automatically be followed up, however, the
complainant will still receive information regarding the status of the complaint
and the reasons for not following up on the report. In general, the first group
of informants felt that they already knew about the existence of the Dumas
Presisi application and felt that it was helpful and faster and provided
certainty regarding the status of the complaint they made.
The second
group is people who have used the Dumas Presisi Application and utilized the
consultation features available on the Dumas Presisi application. On average,
the informants said that having a chat menu for consultations felt helpful, so
they didn't send the wrong thing and knew what the correct complaint process
was like, and if something went wrong, their supervision was directed to
continue processing in accordance with the provisions of the rules and
regulations. - valid invitation. The informants in this group felt it was
helped and increased their insight into the laws they faced.
The third
group is informants who are asked about the trustworthiness and security of
their data when making a complaint. To make a complaint, the public must follow
the steps that have been determined, namely starting from downloading the
application or via the Dumas Presisi website, followed by having to fill in the
identity number of the identity card. Next, the system will check on the
Dukcapil server whether or not the number matches the one in the database. If
so, the report can be continued by filling in the complaint information
completely and correctly. The registration process is simple, just by inputting
your NIK number you can make a complaint. This was certainly welcomed by the
public. The informants also said that they were confident in the security of
their data stored in the National Police's application so there was no worry
about data misuse.
Public
services based on Minister of State Apparatus Empowerment and Bureaucratic
Reform Regulation (Permenpan RB) No. 16 of 2020 is a series of activities to
meet the service needs of the community carried out by public service providers
with the principles of effectiveness, efficiency, transparency, measurability,
affordability and fairness.
Dumas Presisi
is an example of e-government, namely e-gov which is defined by the World Bank
as the widespread use of information technology and internet networks. As one
of the state institutions that has the obligation to maintain security and
public order, it is required to be able to adapt and collaborate to face the
digital era with the main aim being service to the community.
The Dumas
Presisi application as a social innovation is an effective solution for solving
social and environmental problems in all regions in Indonesia.
It is hoped
that people in big cities spread across several regions in Indonesia can make
good and optimal use of the Dumas Presisi Application to convey complaints
about the behavior of Polri members and Polri ASN.
Even though
the Dumas Presisi Application received a positive response from the public,
there are still many people who do not understand the definition of public
complaints in accordance with Perkap no. 9 of 2018, so the public still thinks
that all types of complaints and reports can be submitted via the Dumas Presisi
Application.
Next, there
are still many people who don't fully understand and don't know the service
features available on the Dumas Presisi Application. Therefore, it would be a
shame if the National Police super application was not utilized optimally.
Socialization related to the use of the Dumas Presisi Application needs to be intensified
by the National Police Headquarters. The process of maintenance and improvement
needs to continue to be carried out whoever the leader is in the future.
The quality of
public services provided by the National Police Itwasum, in this case the Dumas
Presisi Application, can be measured through 5 aspects according to Zeithaml et
al. (1990) which includes tangibility, reliability, responsiveness, assurance
and empathy. Based on the research that has been carried out, and seen from the
first aspect, which is real, the Dumas Presisi application which is part of the
Polri Superapp has easy access, just by downloading via Playstore and Appstore.
Through the National Police Super App application, the Indonesian people can
take advantage of one of its features, namely Public Complaints. With the Dumas
Presisi Application, the public will find it easy to determine reports and
complaints, in addition to being able to carry out personal consultations
regarding legal issues and the like.
The second
aspect is reliability, which refers to the ability of Polri members to provide
timely services in accordance with policy and provide satisfaction to the
community. In this scenario, members follow up on complaints by verifying each
incoming report, then conducting a review regarding the contents of the
complaint in accordance with Perkap number 9 of 2018, Concerning Procedures for
Handling Public Complaints within the Indonesian National Police.
The third
aspect is the responsiveness or response of National Police members in
following up on incoming complaints. The research shows that the first group of
informants were satisfied with the speed of handling the follow-up to their
complaints.
The fourth
aspect is the guarantee given by the Government to the public in providing
public services, namely by responding to reports from the public in a timely
manner and not taking a long time. This is in accordance with what was conveyed
by the informant group, where their complaints could be handled immediately
before the 90 day dumas follow-up period.
The fifth
aspect is empathy, this is proven by the chat feature to provide consultation,
direction and education to the public so that they can get more detailed
explanations. Provide consultation services politely, courteously and without
discrimination. This has been proven by interview findings and facts in the
field stored in digital communication archives provided to the public.
CONCLUSION
Based on the results
of the research and discussion above, it can be concluded that 42.30% of the
public considers Dumas Presisi to be quite fast in responding to complaints
with good follow-up quality, with the ease of use of the Dumas Presisi
application being quite good in providing confidence to the public that their
reports will be followed up, speed, light data transactions and the security
provided make people feel comfortable when using the Dumas Presisi application.
REFERENCES
Creswell. (nd). Research design: Qualitative,
quantitative, and mixed approaches. SAGE
Publications, Inc, (Fifth
Edition).
Diamond, S. (2019). Digital
Marketing All-in-One for Dummies. Wiley.
Ernawati, D., & Dwiarto, R. (2023). Responsive
public complaint service innovation: The JAKI Application case in DKI
Provincial Government. PUBLICIA:
Journal of Public Administration Science,
8 (1) 2023. Prefix
10.26905
G.S., E., EE, J., EE, E., & V. O, O. (2021).
Integrated Marketing Strategies and Performance of Hospitality Firms amidst the
COVID-19 Pandemic. International
Journal of Academic Research in Business and Social Sciences, 11(1)
.
http://dx.doi.org/10.6007/IJARBSS/v11-i11/11534
Huihuang, L. (2022). Zero Tolerance and
�Nonfeasance for Fear of Complaint�. In: Petition against the Police. IPP
Studies in the Frontiers of China's Public Policy. Palgrave Macmillan,
Singapore. Palgrave Macmillan, Singapore.
https://doi.org/10.1007/978-981-19-0268-0_5
James, W. Q., & Kelling, G. (1982, March 1). Broken Windows. The
Atlantic. Retrieved September 19, 2023, from
https://www.theatlantic.com/magazine/archive/1982/03/broken-windows/304465/
Jenkins, M. J. (2015). Police Support for
Community Problem-Solving and Broken Windows Policing. American Journal of Criminal Justice, 41
. https://doi.org/10.1007/s12103-015-9302-x
National Police of the Republic of Indonesia.
(2018). Police Regulations (Print, Issue 1) [Polri Regulation Number 09 of
2018 concerning Procedures for Handling Public Complaints (Dumas) within the
Police]. National Police.
Kotler, P., Kartajaya, H., & Setiawan, I.
(2016). Marketing 4.0: Moving
from Traditional to Digital. Wiley.
Kotler, P., Kartajaya, H., & Setiawan, I.
(2022). Marketing 5.0:
Technology for Humanity (2nd
ed., Vol. 2). Gramedia Pustaka Utama.
Kotler, P., & Keller, K. L. (2009). Marketing Management, Thirteenth Edition (13th Ed.). Pearson Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th
Ed.). Pearson. 978-1-292-09262-1
Miles, M.B., Huberman, A.M., & Saldana, M.J.
(2013). Qualitative Data
Analysis: A Methods Sourcebook. SAGE
Publications.
Mowen, J. C., & Minor, M. (1998). Consumer Behavior (First
edition Ed.). Prentice-Hall.
Mowen, J. C., & Minor, M. (2002). Consumer Behavior (5th
Ed.). Erlangga.
P. Turner, DWAK (2020). The Effect of Digital
Integrated Marketing Communications on Not-for-Profit Sport Consumption
Behaviors. Journal of Marketing, DOI
10.1123/jsm.2019-0306 (10.1123),
-. https://journals.humankinetics.com/view/journals/jsm/34/5/article-p417.xml.
https://doi.org/10.1123/jsm.2019-0306
Pusparisa, YDR (2023, July 5). The hashtag
"No Viral No Justice" and Expressions of Public Disappointment with
the National Police. Kompas.id.
Retrieved September 17, 2023, from
https://www.kompas.id/baca/polhuk/2023/07/05/tagar-no-viral-no-justice-dan-besar-kekecewaan-publik-kepada-polri
Reason, B., Lavrans, L., & Melvin, F. (2015).
Service Design for Business: A Practical Guide to Optimizing the Customer
Experience. 10.1002 (10.1002). 10.1002/9781119176541.
Ruo-ju, W. (2015). Disposal of Public Complaints
on Police and Construction of Police Ethics. Journal
of Fujian Police College.
Schiffman, L.G., Kanuk, L.L., & Wisenblit, J.
(2010). Consumer Behavior. Pearson Prentice Hall.
SH, S., Hurriyati, R., & Munawar, M. (2020).
Analysis and design of Integrated Marketing Communication (IMC) for Small and
Medium Enterprise (SME) Logistics Service Provider (LSP) form web-based
application perspectives. Advances
in Business, Management and Entrepreneurship: Proceedings of the 4th Global
Conference on Business Management & Entrepreneurship (GC-BME 4), , 2020/12/7 (
4), 260. Retrieved September Sunday, 2023,
from https://books .google.co.id/books?id=RJEIEAAAQBAJ&lpg=PA260&ots=j7TroQAOT6&dq=info%3AnYhhXQot6d4J%3Ascholar.google.com&lr&pg=PA260#v=onepage&q&f=false
Tashakkori, A., & Teddlie, C. (Eds.). (2010). SAGE Handbook of Mixed Methods in Social &
Behavioral Research. SAGE.