DIGITAL PUBLIC PERCEPTIONS OF JAKARTA SMART CITY COMPLAINT MANAGEMENT
Abstract
This study examines how public commentary on Jakarta Smart City (JSC) may illuminate limits of aggregate digital-service reporting. It revisits a descriptive case study based on an author-reported corpus of 36,849 Instagram comments on Jakarta’s regional leaders’ accounts (August–October 2025) and two Delphi rounds with eight internal JSC practitioners. The article distinguishes online sentiment, complaint topics, institutional responsiveness, and verified service outcomes through a qualitative-content and public-value framework. Of the reported comments, 24,196 were classified as positive (65.7% using the stated denominator), while a separate summary identified 746 complaint-coded messages on 16 September 2025. These figures indicate patterns within the monitored online setting, but neither establish Jakarta-wide public opinion nor prove that unresolved CRM tickets caused a service crisis. The original panel summary records unanimous endorsement of five proposed measures: a complaint alert, narrative reporting, human-centered communication, transparent time estimates, and assisted hybrid access. Underlying comment-level data, case links, and round-by-round ballots were unavailable for independent verification. The analysis accordingly treats the proposed “dashboard illusion” as a testable management hypothesis rather than a confirmed organizational failure. It recommends auditable coding, operational case linkage, transparent consensus reporting, and limited evaluation pilots before drawing stronger conclusions or implementing the proposed changes at scale
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DOI: https://doi.org/10.32509/jmb.v6i2.6990
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