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2980-4868 | e-ISSN 2980-4841
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Population Service Innovation Based on Integrated
Population Information
System (SINTREN)
Adista Rizky Septiyani1, Sindy Putri Hasanah2, Sri
Wulandari3*, Dedet Erawati4
1,2,3,4Universitas Swadaya Gunung Jati, Cirebon, West
Java, Indonesia
Email: adistarizkis@gmail.com1, sindiputri28@gmail.com2,
sri.wulandari@ugj.ac.id3*, dedet.erawati@ugj.ac.id4
ABSTRACT
Dispendukcapil Cirebon
Regency launched the
SINTREN (Integrated Population
Information System) website
in March 2020 during the
COVID-19 pandemic. In 2022, data synchronization
issues arose due to the
SIAK system migration,
making SINTREN inaccessible. It
was relaunched on April 2, 2023, with improvements. This study evaluates SINTREN's digital service innovation and identifies implementation challenges. Using a qualitative approach with interviews,
observations, literature studies, and documentation,
the analysis is based on
Rogers' (2003) five indicators: Relative Advantage, Suitability, Complexity, Likelihood of Trying, and
Observability. Results show that while
SINTREN facilitates population
document management, its use remains
suboptimal due to poor community
reception. Challenges include technological illiteracy, hesitance to input personal data, network issues, the need for
physical visits to obtain ID cards,
and inadequate socialization efforts. Despite these benefits,
SINTREN faces complexity, suitability, and Observation issues. Dispendukcapil is addressing these by introducing new innovations for village devices
to enhance population administration services.
Keywords: Innovation, SINTREN, Service, Integrated
Population, Information
System.
INTRODUCTION
Along with the
development of digital technology, it continues to advance,
encouraging the government to continue
to innovate, especially in the field of public
services
Each region's ability
to utilize technology influences innovation in public services, which plays a role in strengthening good governance
The Ministry of Home Affairs
(Kemendagri) aims to create a more efficient
governance system and simplify the
process of managing population documents through the implementation of Regulation Number
7 of 2019 concerning
"Online Population Administration
Services." This regulation
seeks to improve the quality of
government services by introducing online systems for population administration
In response to
the need for improved administrative
services, the Population and Civil Registration Office of Cirebon Regency launched the Integrated Population Information System
(SINTREN), an innovative online platform, as mandated by the Cirebon Regent Regulation Number 68 of 2021. SINTREN is designed to
streamline population administration processes electronically. However, despite its potential
benefits, the implementation of SINTREN faces significant hurdles. These include low levels
of digital literacy among the populace,
a lack of awareness regarding the importance of administrative documentation, and disparities in smartphone ownership. These challenges undermine the effectiveness of SINTREN and call for comprehensive
analysis and strategic solutions.
Therefore, the Population and Civil Registration
Office of Cirebon Regency introduced
an innovative online administration service known as the Integrated Population Information System
(SINTREN). The definition of
the SINTREN website has been regulated in the Cirebon Regent Regulation Number 68 of 2021 concerning the Integrated Population Information System in
Cirebon Regency, in article 1 point
4, explaining that
"The Population Integrated
Information System, abbreviated
as SINTREN, is a series of activities to
compile and issue population documents and data electronically by utilizing technology, communication, and information facilities; includes population registration, civil registration, information management, population administration, and utilization of the proceeds for
public services."
The development of the SINTREN website by the
Population and Civil Registration Office of Cirebon Regency has a major impact on the
success of public service innovation today. The success of innovation
can be measured
by community satisfaction with the services provided.
However, in reality, the implementation of SINTREN service innovation in the field turned out
to be far
from the government's expectations.
Services through the website also have
obstacles in the implementation process, such as there are still many people
who are not digitally literate, there are still many people
who are not aware of the importance
of managing administrative documents, smartphone ownership is not evenly distributed
so it is
difficult to implement innovations provided by the
government
This study examines several innovations that have been implemented
by the Cirebon District Dispendukcapil before SINTREN, SINTREN innovations
in five aspects of Attributes based
on Rogers' Theory (2003), the inhibiting factors faced by the
Cirebon District Dispendukcapil,
and the efforts
made by the
Cirebon District Dispendukcapil
in overcoming these obstacles. This study aims to understand
the digital service innovation embodied by SINTREN, analyze the factors that
hinder its implementation in the Cirebon District,
and propose strategies to overcome
these obstacles to improve the
effectiveness of digital public services. For policymakers, this research provides insights to refine
digital service policies to better meet
the community's needs; for practitioners,
this research offers practical guidance to improve
service delivery at Dispendukcapil; and for the
community, this research promises more efficient and accessible digital services. In addition, this research also
contributes to the broader discourse
on digital public service innovation by presenting a case study that highlights the importance of addressing
local contextual challenges and has the potential to
serve as a model for other regions facing
similar issues, thereby advancing public administration and digital governance.
RESEARCH METHODS
In this
study, researchers adopted qualitative research methods. Qualitative research does not produce data through quantitative measurements, statistical analysis, or other techniques
that use numbers as metrics. In contrast, data in qualitative research are presented descriptively, taken from a description of field events
in the form of sentences. Qualitative
research also aims to understand
the object of research in depth
Qualitative data collection
techniques include (1) interview activities where the objects
that researchers take related to
Population Service Innovation
through the SINTREN website are carried out with Key
Informants Ana Rashana Kristia, SH as Administrator of
Civil Registration Database of Population
and Disability Office of Cirebon Regency and Main Informants with
the people of Cirebon Regency who do not know SINTREN and have used,
(2) literature studies conducted by researchers,
namely collecting data and information by reading journal
articles and reference books related to problems
in research, (3) documentation
that researchers do, namely by
collecting several documents to be
used as information, this research is
carried out by taking photos
and sound recordings; and (4) Observations were conducted at the Population
and Civil Registration Office of Cirebon
Regency from February to March 2024. The analysis process follows a general pattern that corresponds to the flow
model introduced by Miles and Huberman, which
includes the stages of Data Collection, Data Reduction, Data Presentation, and Conclusion Drawing or Verification
RESULTS AND
DISCUSSION
Results
Service Innovation
in Dispendukcapil Cirebon Regency
The research
results show that the Population
and Civil Registration Office of Cirebon
Regency has introduced innovations
to improve public services to the community.
The research method used involved direct
field observation and interviews with the Population
and Civil Registration Office of Cirebon
Regency, as well as interviews
with people in Cirebon
Regency who have used SINTREN services and who are not familiar with SINTREN.
Based on the results of
an interview conducted with Mr. Ana Rashana Kristia, SH as the
Administrator of the Civil Registration Database of the
Population and Civil Disability Service launched several innovations that have been implemented
since 2016-present.
The management
of online services in the form of birth
certificates appeared on a website, one
of the innovations
that was first raised by
the Population and Civil Registration
Office of Cirebon Regency, which
began to be implemented in 2016. At first, the process
of issuing population and civil registration documents was carried
out manually, causing people to have to
queue to get them. The agency
also could not ensure when the
management would be served because
of the condition
of the community
who wanted to do this
uncomfortable document management, finally, the Population and Civil Registration
Office of Cirebon Regency gave
up the website
"aktaonline.cirebonkab.go.id" which only focused on
managing Birth Certificate documents.
Online Registration
in the form of an e-ID Card
In 2018 the Population and Civil Registration
Office of Cirebon Regency also
made a breakthrough in the form of
a website. Online registration
was made for the e-ID card
queue due to the surge
of people carrying out management
and the limited
tools in their official offices, making the queuing system.
Document management
through SINTREN in 2020 the
Population and Civil Registration Office of Cirebon Regency continues to innovate by
making new breakthroughs by presenting SINTREN. SINTREN is taken from
the results of discussions by officials, service
heads and staff employees of the Population
and Civil Registration Office of Cirebon
Regency. The official has also
integrated with local online motorcycle
taxis so that the community
if carrying out the management
of population administration is in the form of
documents, the file can be
sent to the
Cirebon Regency area (Same day)
far near at a price of
15,000 to the front of the house
that carries out management.
In 2022, the
SIAK system migrated to the Ministry
of Home Affairs
(Kemendagri), so indirectly,
access to the SINTREN website has stopped because it requires synchronization
with the Ministry of Home
Affairs database. In about a year, the
Population and Civil Registration Office of Cirebon Regency tried to synchronize with the centre
to ensure that its local
website could be accessed by
all people of Cirebon Regency. This effort is carried
out in line with the commemoration
of the 541st anniversary of Cirebon Regency, which falls on
April 2, 2023. Regarding the
features in SINTREN in 2020 and
2023, it is almost the same;
it is just
that now the chat feature
appears, the language used has been updated, and
the performance used has been more
updated so that the performance
displayed is better. Currently, SINTREN is also used
as a bridge for the IKD (Digital Population Identity) program.
Figure 1. SINTREN website Application Page
Discussion
In this study, the researcher focuses on developing the
latest service at the Population
and Civil Registration Office of Cirebon
Regency, namely, innovation
realized through a website platform called SINTREN. This research takes
five key aspects of public
service innovation, which are based on the theory
of Rogers (2003) as explained by Aprilia Hapsari et al. (2021), including Relative Advantage, Suitability, Complexity, Possibility of Trying, and
Observability. These five attributes are used as a step for researchers in reviewing Population Service Innovation based on the
SINTREN website in Cirebon Regency.
SINTREN innovation in five aspects of
Attributes based on Rogers Theory
(2003)
Based on observations at the Population and Civil Registration
Office of Cirebon Regency on
public services have various forms
of innovation as follows:
Relative advantages
According to Rogers (2003) in
According to the results
of an interview
with Mr. Ana Rashana
Kristia, SH, who serves as the Administrator of the Civil Registration
Database at the Population and Civil Registration
Office of Cirebon Regency, the
party has announced the launch of
an innovation in the form of
the SINTREN Website. This innovation has provided direct benefits to society.
The SINTREN website can be accessed anywhere
and anytime, the results of
documents from the applicant can
be received directly via email submitting it and the
launch of the SINTREN innovation can minimize transportation
costs for the people of
Cirebon Regency besides that
the presence of the SINTREN innovation is enough
to bring order to the community
in owning and managing population documents.
The benefits obtained by the
people of Cirebon Regency who have used
SINTREN based on the results of
an interview with Mr. Ahmad as a Sindang Laut community,
namely the presence of the
SINTREN Website launched by the Population
and Civil Registration Office of Cirebon
Regency is very helpful, especially in managing people who have Android. The benefits obtained by the people
of Cirebon Regency who have not used SINTREN based on the
results of an interview with
Ibu Putri Masyarakat Talun who just
learned about the SINTREN Website raised by the
Population and Civil Registration Office of Cirebon Regency is very helpful because
the management can be done
at home without
having to pay transportation costs.
Based on the results
of interviews and observations obtained, researchers can draw conclusions
that launching innovations on the SINTREN website has a fairly good impact
because it provides direct benefits to the
community, where the SINTREN Website has 24-hour access so that
when submitting an application on the SINTREN Website it can
be done anywhere
and anytime. The results of the
residence document can be received
directly through the applicant's email, and management can be done
at home without
having to pay transportation costs.
Compatibility
Innovations have a compatible/conformity nature with previous innovations.
In this new innovation, previous innovations are not forgotten because previous innovations are also a process of moving
to new innovations.
With this new innovation it makes it
easier for people to adapt
and facilitate learning to be
understood. Likewise, when implementing innovations in the form of websites,
it is necessary
to see conformity
with previous innovations. The new innovation is considered
to be the
suitability of the previous innovation.
This new innovation was launched in the form of a website
that can be used to
facilitate and increase public access to managing
documents. In addition, when viewed in terms of the
suitability of new innovations with previous innovations,
it can also
be seen from
the needs of the community
which has guidance to meet the
needs of the community because
technological changes are growing every time,
because every public service must answer according
to the people
in need
This research was obtained
through a series of interviews with
Mr. Ana Rashana Kristia, SH, who
serves as Administrator of the Civil Registration
Database at the Population and Civil Registration
Office of Cirebon Regency. Innovation
in providing online birth certificate and e-ID card services
only focuses on one aspect
of service, while SINTREN innovation covers various services, including Family Cards, Indonesian Biodata, Birth Certificates, Death Certificates, Marriage Certificates, Divorce Certificates, Child Probate Deeds, Child Recognition Certificate, Indonesian Citizenship
to Foreigners, Citizenship of Foreigners to Indonesian Citizens, Moving, Coming, Separation of Family Cards, Cancellation of Marriage Certificates, and Divorce Certificate Annulment. However, keep in mind that
KIA (Child Identity Card) and KTP cannot
be sent directly
because the documents are physical. People who take
care of KIA can directly come
to the Dispendukcapil
office of Cirebon Regency, while KTP management involves a verification process through IKD (Digital Population Identity) carried out by
Dispenduk officers via
video call using an Android device.
Based on the results
of the interviews
obtained, researchers can draw conclusions
that SINTREN Innovation is good because
its population services already cover the whole,
but there are some that have
not been included on the SINTREN Website such as KIA and KTP because these documents must indeed be
physical so that the SINTREN Website makes a bridge to develop
KTP documents by connecting them through IKD (Digital Population Identity).
Hassle
In complexity/complexity, the difficulty of understanding
and using innovation for its recipients and the complexity
of applying it also looks
at whether the innovation has problems or not. New innovations also have a higher level of complexity than
before because a new innovation also offers better
and more updates than previous
innovations, and automatically, the level of complexity is
also reduced. An innovation that is easy to
understand will be easily accepted
by the community
in the process of dissemination, but if an
innovation is difficult to understand,
it will be
difficult for the community to
accept it in the process of
spreading.
This is in accordance with Rogers's views,
quoted by Suwarno (2008) 
, which states that when an
innovation offers a new and more
efficient solution, its complexity should be minimized.
Innovations that are simple and easy
for users to adopt will
spread quickly.
This research is based
on the results
of an interview
with Mr. Ana Rashana
Kristia, SH as the Administrator of
the Civil Registration Database at the Population
and Civil Registration Office of Cirebon
Regency. Difficulties experienced
by SINTREN operator employees
include difficulties in processing applications due to the
public uploading unclear documents; documents included are blurry and incomplete.
This research is
based on the results of
an interview conducted with Mr. Ahmad a
Sindang Laut Community who
has used SINTREN, he knows the SINTREN website from village stakeholders
through the SINTREN website link and
then downloads the form file
as requested by the Dispendukcapil. Applying on the
SINTREN website is easy because they
are used to submitting residence documents and the
requirements attached are complete so as not to be complicated
when submitting, who find it
difficult to access SINTREN in the community where one of the
required documents is not attached completely so that
the Dispendukcapil rejects its application
for personal biodata experiencing
dissynchronization such as the date of
birth on the KTP with the
KK does not match and People who
do not have Android. In
making submissions experienced
by the people
of East Cirebon, especially in Sindang Laut Mr. Ahmad found
it difficult when accessing the SINTREN website because of network
constraints.
This research is based
on the results
of an interview
conducted with Ibu Putri a
Talun Community of Cirebon
Regency who just learned about the
SINTREN Website, she did not feel any
hassle in accessing SINTREN
because the initial page on
the SINTREN website is very clear
and the form
that needs to be completed
when submitting an application has also been listed
on the application
page, but if parents who
access the SINTREN Website will experience
difficulties.
Figure 2. Type of
Form required
Based on the results
of the interviews,
researchers can conclude that innovations
that are easy to understand will
make it easier
for people to use the
SINTREN website, both people who have
used SINTREN and people who are new to it.
Dispendukcapil also needs to conduct
socialization with the people of
Cirebon Regency as a whole so
that the community understands the submission procedures related to documents that
must be completed
and opaque documents that cannot be inputted.
Possibility of trying
Innovations will be
accepted by users after being
tested and proven to provide
better benefits and value than
previous innovations. Therefore, before launching, innovations must undergo a trial process as part of preparation
This study is based on
an interview with Mr. Ana Rashana Kristia, SH,
who serves as the Administrator of the Civil Registration
Database at the Population and Civil Registration
Office of Cirebon Regency. Before
its launch, SINTREN innovations have always undergone a series of internal trials with the
participation of employees of the
Population and Civil Registration Office of Cirebon Regency. In the trial, the disadvantages
and advantages of the SINTREN website will be
discussed, and the test will
be conducted to determine whether
the SINTREN website is experiencing interference. However, the response from
employees who tested the SINTREN website was very
enthusiastic. Trials were also carried out
externally, one of which was
to the State Civil Apparatus (ASN), which served in other services and gave positive
responses because they felt very
helped by the launch of
the innovation.
Based on the results
of the interview
research above, in accordance with Rogers' statement quoted from Suwarno (2008)
Observability
Ease of observation refers to the
extent to which innovation results can be
easily observed. If the results of
innovation can be easily observed,
society will likely accept it
more. Therefore, new innovations must be clearly
observed, both in how they work
and in producing significant improvements
This study comes from an
interview with Mr. Ana Rashana Kristia, SH, who serves as the Administrator of the Civil
Registration Database at the Population
and Civil Registration Office of Cirebon
Regency, so that the SINTREN website is easy to
observe and understand regarding the procedures for its use
and can be
known by the people of
Cirebon Regency Dispendukcapil Cirebon Regency carried out various
kinds of efforts, one of
which was by conducting socialization
of innovations that had been raised.
Socialization is carried out to
representatives of sub-district officers and socialization through social media and print media. The Population and Civil Registration Office of Cirebon Regency provides guidance on using
the SINTREN website to the public
through their official YouTube channel.
Based on the results
of the interview,
SINTREN innovation can be considered easily
observed and understood by the
public in its use because the
Population and Civil Registration Office has provided information about the mechanism
of using SINTREN through their official
YouTube channel SINTREN Innovation has also produced good results
from before, for example in terms of use
which originally people could only
apply for Birth Certificates, now people can
apply for a series of population
administration, besides that SINTREN innovation is also used
as a bridge to apply for Digital Population Identity (IKD) activation.
Inhibiting Factors in the
Application of SINTREN
Based on the
results of an interview with
Mr. Ana Rashana Kristia, SH, who
serves as Administrator of the Civil Registration
Database at the Population and Civil Registration
Office of Cirebon Regency that
there are obstacles experienced in the implementation of SINTREN innovations, including community culture that is still
minimal in the use of information technology; There are still many people
who want to do instant
document management by using the
services of brokers; Socialization is not comprehensive to the community
so that there
are still many people who lack
knowledge about Sintren innovations while employees in Dispendukcapil
Cirebon Regency still do
not cover to carry out socialization
to the community
as a whole in Cirebon Regency, and
There are still many people who
have mobile phones but are not adequate to apply.
Efforts made by
Dispendukcapil to overcome obstacles
The efforts
made by Dispendukcapil
Kab. Cirebon in overcoming obstacles
that occur in the implementation of Sintren Innovation based on the
results of an interview with
Mr. Ana Rashana Kristia, SH, who
serves as Administrator of the Civil Registration
Database at the Population and Civil Registration
Office of Cirebon Regency, namely
Continue to innovate by opening
complaint services such as Instagram and Website https://disdukcapil.cirebonkab.go.id/kritik-saran/
; Provide procedures for using the
Sintren website on the official YouTube
channel; Continue to conduct socialization
through print media, sub-district representatives and social media; Make technical updates to the
SINTREN website system; and Developing SINTREN innovations specifically for people who
stutter technology and who do
not have mobile phones, namely by presenting services
in the village, now Dispendukcapil makes innovations in the form of
a website, namely the Population Data Administration Service (PADUKA) where
access is only village devices
that can submit Population Documents.
CONCLUSION
Based on the
explanation that has been submitted by the researcher,
it can be
concluded that the innovation introduced by the
Population and Civil Registration Office of Cirebon Regency has adopted information technology. This application aims to facilitate
the online population administration process in Cirebon Regency. One of
the innovations introduced is the
SINTREN (Integrated Population
Information System) website
by the Population
and Civil Registration Office of Cirebon
Regency. The presence of
SINTREN innovation gives the people of
Cirebon Regency get convenience
in managing population documents because it can be
done without having to queue
and visit the Cirebon Regency Dispendukcapil
office directly, so during the
submission process through the SINTREN Website the community
can submit applications anywhere and anytime, thus
it can minimize
transportation costs and save time.
However, not all people of Cirebon Regency know the Sintren innovation that has been launched by
Dispendukcapil, on the other hand,
there are still many people in Cirebon Regency who stutter digitally,
so the use
of the SINTREN website has not been carried out optimally.
Although there are several obstacles in its implementation, it is not an
obstacle that can hinder the
implementation of population services through the SINTREN website.
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Copyright holder: Adista Rizky Septiyani, Sindy Putri
Hasanah, Sri Wulandari, Dedet Erawati (2024) |
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First publication right: Asian Journal of Engineering, Social and
Health (AJESH) |
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