@incollection{,
	
					
					
					E00BCBAEDC2606B22C55726904E5323B
				,
	author={{Ahmad RizkaZiadi} and {University of Brawijaya}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1685357
}

@incollection{b0,
	
	
		,
	title={{Organizational responses to customer complaints: What works and what doesn't}}
		,
	author={{
			MDavidow
		}}
	
	
		,
	journal={{Journal of service research}}
		
			5
			3
			
			,
	year={2003}
		
	

}

@incollection{b1,
	
	
		,
	title={{The delone and mclean model of information systems success: A ten-year update}}
		,
	author={{
			WHDelone
		} and {
			ERMclean
		}}
		
	
	
		,
	journal={{Journal of management information systems}}
		
			19
			4
			
			,
	year={2003}
		
	

}

@book{b2,
	
	
		,
	title={{Manajemen pelayanan publik: Peduli, inklusif, dan kolaboratif}}
		,
	author={{
			ADwiyanto
		}}
		
			,
	year={2010}
			,
	publisher={Gadjah Mada University Press}
			,
	address={Yogyakarta}
		
	

}

@book{b3,
	
	
		,
	title={{Managing to improve public services}}
		,
	author={{
			JHartley
		} and {
			CDonaldson
		} and {
			CSkelcher
		} and {
			MWallace
		}}
		
		
		
		
			,
	year={2008}
			,
	publisher={Cambridge University Press}
			,
	address={Cambridge}
		
	

}

@incollection{b4,
	
	
		,
	title={{E-Government service delivery by a local government agency: The case of E-Licensing}}
		,
	author={{
			PPMuthu
		} and {
			RThurasamy
		} and {
			AIAlzahrani
		} and {
			OAlfarraj
		} and {
			NAlalwan
		}}
		
		
		
		
	
	
		,
	journal={{Telematics and Informatics}}
		
			33
			4
			
			,
	year={2016}
		
	

}

@incollection{b5,
	
	
		,
	title={{Public opinion on National Security Agency surveillance programs: A multi-method approach}}
		,
	author={{
			CGReddick
		} and {
			ATChatfield
		} and {
			PAJaramillo
		}}
		
		
	
	
		,
	journal={{Government Information Quarterly}}
		
			32
			2
			
			,
	year={2015}
		
	

}

@incollection{b6,
	
	
		,
	title={{Predictors of on-line services and e-participation: a cross-national comparison}}
		,
	author={{
			CBWilliams
		} and {
			GJ JGulati
		} and {
			DJYates
		}}
		
		
	
	
		,
	booktitle={{Proceedings of the 14th Annual International Conference on Digital Government Research}}
				the 14th Annual International Conference on Digital Government Research
		
			,
	publisher={ACM}
			,
	year={2014}
			
		
	

}