CONTRADICTIONS IN SERVICE CHARTERS IN INDONESIA: A BIBLIOMETRIC ANALYSIS AND SYSTEMATIC LITERATURE REVIEW
DOI:
https://doi.org/10.30996/jpap.v11i02.132334Keywords:
Maklumat Pelayanan, Efektivitas, Evaluasi, SLR, BibliometrikAbstract
his research applies a mixed-method design through Bibliometric Analysis and Systematic
Literature Review (SLR). The bibliometric analysis was conducted using VOSViewer, and data
were collected from 836 articles published between 2000 and 2024 through the Google Scholar
database. The systematic review was managed using Covidence to filter, extract, and synthesize
relevant literature. The collected articles were classified into three groups: international
journals, indexed international journals, and national journals, with the majority (62%)
originating from indexed international publications. The findings show that research on service
charters in Indonesia is still fragmented and rarely integrates the three analytical dimensions:
service charters, organizational effectiveness, and service evaluation. The bibliometric
mapping reveals that recent studies increasingly emphasize “service standards,” “performance
measurement,” and “organizational improvement,” yet lack comprehensive evaluation
frameworks. This study concludes that the implementation of service charters in Indonesia
requires more vigorous policy enforcement, continuous evaluation, and institutional
commitment to ensure tangible improvement in public service performance. The research
contributes a novel analytical framework combining bibliometric mapping and systematic
synthesis to enrich theoretical and empirical understanding of service charters in the context
of public administration.
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