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ABSTRAK Perkembangan tata kelola digital di Indonesia mendorong berbagai instansi pemerintah, termasuk rumah tahanan negara (rutan), untuk mentransformasi sistem pelayanan publiknya melalui aplikasi berbasis digital. Rutan Kelas I Surabaya menginisiasi aplikasi RUSABAYA sebagai platform digital terintegrasi untuk mengelola pelayanan kunjungan tatap muka warga binaan. Penelitian ini bertujuan menganalisis optimalisasi aplikasi RUSABAYA dalam meningkatkan kualitas pelayanan kunjungan warga binaan, mengidentifikasi hambatan implementasi di lapangan, serta merumuskan rekomendasi strategis perbaikan layanan. Dengan menggunakan pendekatan kualitatif deskriptif melalui observasi partisipatif selama kegiatan magang, wawancara terbatas dengan petugas dan pengunjung, serta studi dokumentasi, penelitian ini menemukan bahwa RUSABAYA telah berkontribusi signifikan dalam meningkatkan efisiensi administrasi, transparansi, dan ketertiban pelayanan kunjungan. Aplikasi ini memungkinkan pendaftaran kunjungan secara daring, pengelolaan antrean digital melalui tiket berbasis kode QR, penjadwalan berbasis sesi dengan kuota 80 orang per sesi, serta fitur riwayat kunjungan yang lengkap. Namun, dua hambatan kritis teridentifikasi: aplikasi tidak tersedia di platform distribusi populer seperti Google Play Store dan Apple App Store, serta sosialisasi penggunaan aplikasi kepada masyarakat belum optimal sebagaimana tercermin dari ketiadaan petunjuk penggunaan di loket pelayanan. Temuan ini menegaskan bahwa efektivitas digitalisasi pelayanan publik tidak semata-mata ditentukan oleh kualitas teknis sistem, tetapi juga oleh aksesibilitas, dukungan literasi digital, dan komitmen institusional terhadap pelayanan yang inklusif.

The development of digital services by BPJS Ketenagakerjaan through the JMO (Jamsostek Mobile) application has triggered a surge in large-scale and unstructured user reviews on the Google Play Store, thereby complicating manual analysis and conventional sentiment analysis in accurately identifying specific issues. This research aims to implement the Aspect-Based Sentiment Analysis (ABSA) method to granularly evaluate JMO application reviews based on specific aspects, while simultaneously addressing class imbalance and computational efficiency issues. The proposed method combines the pretrained IndoBERT model as a contextual feature extractor, the SMOTE technique to balance the training data, and an artificial neural network (Neural Network) as the classification layer without performing full fine-tuning. The dataset used consists of 90,268 unique reviews categorized into five main aspects through keyword matching, namely General Satisfaction/Complaints, Performance & Stability, Service & Support, Feature Quality, and UI/UX, with initial lexicon-based labeling using the InSet Lexicon. The research results indicate that the proposed model successfully achieves highly optimal performance with an accuracy rate of 91.81% and a weighted F1-score of 92%. Furthermore, the implementation of SMOTE proved effective in enhancing model reliability on the minority class (negative sentiment), achieving an F1-score of 89%. The implications of this research contribute an accurate and efficient aspect-based sentiment analysis framework for developers, and serve as a strategic evaluation tool for BPJS Ketenagakerjaan in mapping specific user complaints to accelerate continuous improvements in the performance, stability, and service quality of the JMO application.

Document-level sentiment analysis assigns a single polarity label to an entire review, often obscuring opinion diversity within multi-sentence submissions. This limitation is particularly evident in reviews of multi-service platforms, where users frequently express heterogeneous opinions toward different aspects of the platform in the same review. To address this challenge, this study proposes a sentence-level sentiment analysis framework for Indonesian Gojek app reviews collected from the Google Play Store. The proposed framework introduces a two-stage segmentation strategy that combines punctuation-aware rules with conjunction-aware splitting based on coordinating and adversative conjunctions (e.g., tapi [but], padahal [even though]) to identify opinion boundaries and decompose mixed-sentiment reviews into independently classifiable sentence units. A total of 14,730 raw reviews collected between May and July 2025 were subjected to data cleaning and quality filtering, resulting in 7,187 valid reviews that were further segmented into 14,187 sentence-level instances. Each instance was manually annotated by three annotators using a four-class labeling scheme consisting of app-positive, app-negative, app-neutral, and service categories. Sentiment-level inter-annotator agreement, computed on the subset of instances unanimously categorized as app-related by all three annotators (n = 4,384), achieved substantial agreement (Fleiss'  = 0.636). Hyperparameter optimization was conducted using Optuna with the Tree-structured Parzen Estimator (TPE) sampler across four experimental scenarios. The best performance was achieved by IndoBERTweet under Stratified K-Fold evaluation, attaining an accuracy of 0.751 and a macro F1-score of 0.729, outperforming all IndoBERT configurations. The results demonstrate the effectiveness of domain-adaptive pre-training on informal Indonesian text and highlight the value of conjunction-aware segmentation for preserving fine-grained opinion structures in mixed-sentiment reviews. These findings suggest that domain-aligned language representations provide a practical and effective solution for sentence-level sentiment analysis of Indonesian app reviews.

This community service study investigates a marketing training program implemented by theology students of STT Kadesi Bogor at the GPIA Sidoasri congregation in Sumbermanjing Wetan District, Malang Regency, East Java. The program targeted eighteen women members of the congregation to improve their economic capacity through the marketing of low-cost everyday clothing via three channels: door-to-door sales, a small storefront at the church, and online commerce through TikTok. The study applied a pre- test/post-test design evaluated using the Normalized Gain (N-Gain) method to measure changes in knowledge and skill across five indicators: marketing knowledge, selling skills, online media usage, basic financial recording, and entrepreneurial motivation. Results indicated a moderate-to-high N-Gain across all measured indicators, with an average N-Gain score of 0.656 (moderate category), and the highest individual gain in entrepreneurial motivation (0.76, high category). Sales data over the three-month period (January–March 2025) recorded a total profit of Rp1,967,500 across 345 garments sold, representing an income supplement of approximately 27–35% relative to participants' baseline household income for the most active participants. A marked sales decline in February and March was attributed to seasonal demand shifts ahead of Eid al-Fitr, as consumers redirected purchases toward formal Muslim attire. The program demonstrated that congregation-based economic empowerment rooted in a biblical theology of work, stewardship, and the dignity of labor can yield measurable and holistic socioeconomic outcomes for Christian women in rural communities.

This research aims to discuss online marketing strategies and service quality as well as their impact on post-pandemic cosmetic sales at the Abigail Shop, Sintang Regency. This study applies a qualitative-descriptive approach. Data collection was carried out through interviews, observation and analysis of various documents. Subjects consist of business owners, employees and customers. The validity of the data was tested through Technical Triangulation. Research findings show that Abigail Store's use of Instagram as a digital marketing tool is effective in increasing market reach and attracting customer interest with various creative content, including photos, videos, promotions and testimonials from customers. Apart from that, the direct message and WhatsApp features function to facilitate communication and transactions between sellers and buyers. This research also confirms that high service quality is directly related to customer satisfaction which then results in the frequency of repeat purchases. The increase in sales of Toko Abigail's cosmetic products after the pandemic can be attributed to an effective combination of digital marketing strategies and consistent, high-quality service standards. This study aims to be a reference for business owners in optimizing marketing methods through digital media, while maintaining service quality amidst the rapid development of information technology.

The development of digital technology and internet penetration are driving changes in consumer behavior and demanding that MSMEs not only adapt but also understand the operational motives and marketing channel integration strategies to face competition in the digital era. This study aims to examine the operational motives and technical adaptation processes of Micro, Small, and Medium Enterprises (MSMEs) in Bali in integrating online and offline marketing channels through an omnichannel strategy to respond to intense market competition in the digital era. This descriptive qualitative research uses a multiple case study approach in three different MSME sectors: goods maintenance services, creative services, and fashion retail. Data collection was conducted through direct observation, in-depth interviews, and a review of digital activities, then analyzed through single-case and cross-case stages. The results show that MSMEs optimize digital channels as instruments to expand reach and trigger consumer emotional engagement through a visual storytelling approach, while physical stores are crucially maintained as points of sensory validation. Functional integration has been proven to accommodate the shift in consumer behavior towards a hybrid decision-making pattern. In this pattern, consumers conduct information searches and initial evaluations online, but tend to shift to offline interactions to validate quality and finalize transactions to minimize purchase risk. In conclusion, cross-channel operational synergy has proven essential in boosting the competitive advantage of MSMEs.

MSMEs in the snack food sector face dual pressures: competition with large-scale national brands on one side, and the requirement to meet modern retail standards on the other. This Community Service activity was conducted at Jiddah Krenyes, a home-industry potato chips MSME in Jakarta affiliated with the Jakarta Entrepreneur community, using a Participatory Action Research approach with four cycles: plan, act, observe, and reflect. The intervention focused on marketing transformation toward modern retail penetration through Bright Store Pertamina via six sequential phases: audit and planning, visual identity and branding optimization, digital content strategy development, Bright Store penetration through fulfillment of seven retail requirements, integrated promotion activation, and monitoring and evaluation. Reflective evaluation confirms substantive changes in the partner's business capacity: gradual fulfillment of modern retail legality requirements, consistent brand identity strengthening, more structured digital content strategy, establishment of a Bright Store pilot outlet partnership, and more effective omnichannel integration. This activity contributes to the validation of PAR integration with modern trade marketing and omnichannel strategy frameworks for Indonesian snack food MSMEs.

This community service program aims to increase the digitalization capacity of the "Ali Serba Alat" MSME by strengthening Branding and Online marketing aspects. The main problems faced by partners include weak brand identity, limited use of digital media, and suboptimal Online platform-based marketing strategies. The activity implementation method uses a participatory approach with the stages of problem identification, program planning, training, mentoring, and evaluation. Activities carried out include creating a digital store presence in the form of a Google Map, logo and visual identity of the business, optimizing social media and marketplace accounts, compiling digital promotional content, and training in digital-based marketing strategies. The results of the activity show an increase in partners' understanding of the importance of Branding, improved skills in managing digital media, and increased business visibility on Online platforms. In addition, there was an increase in consumer interaction and sales potential after the implementation of the digital marketing strategy. This program is expected to become a model for sustainable mentoring in supporting the digital transformation of MSMEs to increase competitiveness in the digital economy era.

This study aims to analyze the effect of price and e-service quality on e-satisfaction at Ninetech Store on the Shopee marketplace, both partially and simultaneously. This study uses a quantitative method with an associative approach. The research subjects were Ninetech Store customers, with a sample size of 96 respondents obtained through sampling techniques using the Rao Purba formula. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, simple and multiple linear regression analysis, correlation coefficients, determination coefficients, and hypothesis testing. The results show that price has a positive and significant effect on e-satisfaction, as does e-service quality, which also has a positive and significant effect on e satisfaction. In addition, price and e-service quality were simultaneously proven to have a significant effect on the e-satisfaction of Ninetech Store customers on the Shopee marketplace. The results of this study are expected to be taken into consideration by Ninetech Store in formulating pricing strategies and improving the quality of electronic services to increase customer satisfaction.

Tuberculosis (TB) is one of the oldest infectious diseases that has been present throughout human history and remains a significant public health problem worldwide today. Technological developments have enabled TB detection using the GeneXpert® MTB/RIF Molecular Rapid Test (TCM). Fast and accurate laboratory testing is essential in healthcare services. This study aims to analyze the timeliness of sputum sample delivery at the Pangala Community Health Center (UPT Puskesmas Pangala), using a qualitative research design, namely a descriptive type of research by observing sputum samples stored at the Pangala Community Health Center (UPT Puskesmas Pangala) before being sent to the reference laboratory. The sample in this study was 36 samples taken by total sampling. The results showed that there were 29 samples sent within a period of <7 days and 7 samples sent within a period of 8-14 days. This finding proves that there is inaccuracy in sending sputum samples at the Pangala Community Health Center (UPT Puskesmas Pangala). It is hoped that future researchers can touch on aspects of sample quality such as sample volume, sample color, and sample consistency.

This study aims to identify the level of customer loyalty and analyze the influence of service quality and customer satisfaction on customer loyalty at Euphoria Store. This research is motivated by the increasing competition in the cosmetics and skincare retail industry, which requires business owners to provide excellent service quality and create customer satisfaction in order to enhance customer loyalty. This study employed a quantitative approach using a survey method. The population consisted of Euphoria Store customers, with a sample of 100 respondents selected through purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression with the assistance of SPSS version 23. Hypothesis testing was conducted using the t-test, F-test, and coefficient of determination (R²). The results of the study indicate that service quality has a positive and significant effect on customer loyalty at Euphoria Store. Customer satisfaction also has a positive and significant effect on customer loyalty. Simultaneously, service quality and customer satisfaction have a positive and significant effect on customer loyalty at Euphoria Store. The coefficient of determination (R²) of 0.647 indicates that 64.7% of the variation in customer loyalty can be explained by service quality and customer satisfaction, while the remaining 35.3% is influenced by other factors outside the scope of this study. Based on the findings, it can be concluded that service quality and customer satisfaction are important factors in enhancing customer loyalty. Therefore, Euphoria Store should continuously improve its service quality, maintain product availability, and pay close attention to customer satisfaction in order to strengthen customer loyalty and achieve long-term business success.

This study investigates the influence of drug availability, location, and service quality on consumer purchasing decisions at Toko Obat Zahwa Batam. The phenomenon underlying this research is a significant decline of 23.3% in transactions at Toko Obat Zahwa over three years (2022–2024). A quantitative approach with survey method was employed, involving 100 respondents selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed through multiple linear regression using IBM SPSS 26. The results indicate that drug availability has a positive and significant effect on purchasing decisions (t = 5.390; sig. = .000), service quality has a positive and significant effect (t = 4.700; sig. = .000), while location does not significantly influence purchasing decisions (t = –0.556; sig. = .579). Simultaneously, all three variables significantly affect purchasing decisions (F = 38.203; sig. = .000) and explain 53.0% of the variance (Adjusted R² = .530). The dominant influence of drug availability confirms the need-driven nature of pharmaceutical retail purchases, while the non-significant effect of location reflects habitual buying behavior among loyal consumers. These findings provide practical implications for independent drug store management in competitive markets.

The development of the digital era is driving the growth of the creative economy and opening up significant opportunities for Generation Z, who are highly familiar with digital technology. This generation has the potential to become key players in the development of digital-based businesses if equipped with adequate knowledge and skills. The community service activity carried out in Ngemplak Village, Boyolali Regency, aims to equip Generation Z with an understanding and skills in digital marketing so they can play an active role in the creative economy. The activity was carried out through socialization methods and direct practice in managing an online store using the Shopee platform, supplemented by materials on the concept of the creative economy, digital business opportunities, online marketing strategies, and the use of social media as a promotional tool. The results of the activity showed an increase in participants' understanding of digital marketing, improved technical skills in managing online stores, and increased motivation and confidence to start independent businesses. This program is considered effective in encouraging the use of digital media as a productive tool that has economic value and is sustainable for Generation Z.

In response to the rapid development of technology in the economic sector, every Micro, Small, and Medium Enterprise (MSME) is required to accelerate its competitive capacity. The Community Service Program (Kuliah Kerja Nyata/KKN) plays a role as a form of community engagement aimed at empowering local potential, including Micro, Small, and Medium Enterprises (MSMEs). Several challenges faced by the cassava chips MSME at the KKN location include low business capacity and competitiveness due to limited branding and minimal utilization of digital marketing technology.The objective of this community service activity is to accelerate the capacity and competitiveness of the cassava chips MSME through digital branding assistance and the utilization of digital marketplaces. The implementation employed observation, socialization, and direct assistance methods to MSME actors, which included the creation and updating of brand identity (logo), registering the business location on Google Maps, and mentoring in the establishment of digital stores on e-commerce platforms. The results of this activity indicate an increase in MSME actors’ understanding of the importance of branding and digital marketing, as well as an expansion of product marketing reach through online channels. This KKN activity has a positive impact on enhancing business capacity and serves as an initial step toward strengthening the sustainable competitiveness of MSMEs.

Community service at Toko Entus Collection aimed to improve operational efficiency and sales through the implementation of a digital system. Students actively participated in managing social media, online promotions, and digital stock monitoring. Observations showed that digital media can disseminate product information widely, enhance consumer interaction, and support sales growth. Challenges included limited digital knowledge of the store manager, limited time for promotions, and inconsistent consumer responses. Direct guidance, socialization of digital media use, and adjustment of promotional strategies helped overcome these challenges. Students’ hands-on experience allowed the application of digital marketing theory to real business situations, while store managers benefited from improved operational performance. Therefore, this community service provides dual benefits: practical learning for students and increased competitiveness for SMEs.

The retail industry is currently facing increasingly intense competition, requiring optimal supply chain efficiency. Warehouses play a strategic role in controlling inventory flows and supporting a company’s operational performance. At K3Mart, stock shortages are still frequently found, caused by low supplier compliance with Service Level Agreements (SLA) and delays in delivery schedules, which negatively affect distribution processes and store service quality. This study aims to analyze the effect of supplier compliance with SLA and delivery timeliness on warehouse operational performance at K3Mart. This research employs a quantitative method by distributing questionnaires to 40 respondents from the warehouse, purchasing, and procurement divisions using a saturated sampling technique. The research instrument uses a Likert scale. Data analysis was conducted using validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination with the assistance of SPSS software. The results show that supplier compliance with SLA and delivery timeliness have a positive and significant effect, both partially and simultaneously, on warehouse operational performance. Therefore, improving supplier compliance with SLA and delivery timeliness can enhance optimal warehouse operational performance.

The SMK N 3 Kendal Library is a vital resource supporting teaching and learning activities at the school. However, the manual process of registering and identifying library members often presents various challenges, such as data entry errors, service delays, and difficulties in membership verification. Based on these challenges, a QR Code-based member and library book registration system was designed and developed to improve the efficiency and accuracy of membership data management. This system was built using the Waterfall system development method, with stages including needs analysis, system design, implementation, testing, and maintenance. QR Code technology serves as a unique identifier for each member, stored in the database and can be scanned using a digital device to expedite the identification process. System testing results indicate that implementing QR Codes in the member registration system can accelerate the library's book borrowing process at the school, including registration, data retrieval, and member verification, by up to 80% compared to manual methods. Therefore, this system can help the library improve service effectiveness, minimize data input errors, and support more modern and integrated library administration.

The development of the retail sector, especially with the rise of modern retail and franchise minimarkets, encourages small-scale retail businesses to adapt through effective marketing strategies. This study aims to analyze the implementation of retail promotion management at Toko SRC Satria and its role in increasing consumer buying interest and loyalty. Using a qualitative approach with a descriptive method, data was collected through observations, in-depth interviews, and documentation with the store owner and consumers. The results show that Toko SRC Satria has implemented a planned retail promotion management strategy, even on a small scale, including neat product arrangement, attractive display usage, discounts, bundled offers, and intense direct communication between the store owner and consumers. The application of these strategies creates a comfortable shopping experience and increases consumer interest in making purchases. This study also shows that retail promotion management contributes to increasing buying interest, as seen in the stable frequency of visits and the tendency for repeat purchases. A personal approach and friendly service are important factors in building consumer loyalty. The implications of this study suggest that simple yet targeted retail promotion management can enhance competitiveness and support the sustainability of businesses amid fierce competition.

Low public awareness of eye health and rational use of eye medications may increase the risk of eye disorders and infections. This community service activity aimed to improve public knowledge and awareness regarding the importance of maintaining eye health and applying the DAGUSIBU principle (Get, Use, Store, and Dispose of medicines properly) in the use of eye drops. The activity was conducted at the Klinik Pratama Nusantara Kesehatan through interactive counseling, demonstrations of proper eye drop administration techniques, and education on the prevention of common eye disorders and the role of healthcare professionals. Pre-test and post-test evaluations showed a significant increase of approximately 35% in participants’ knowledge regarding eye hygiene and correct eye medication use. This educational program is expected to contribute to long-term improvements in rational eye medication use, reduce the risk of misuse, and serve as a model for sustainable eye health education in a primary healthcare settings.

Modern retail expansion in Situbondo Regency has intensified competitive interaction with traditional markets, making it important to map differences in market structure, firm conduct, and performance outcomes. This study compares (i) market structure using concentration indicators (CR4 and the Herfindahl–Hirschman Index/HHI), (ii) competitive conduct (pricing practices, promotional intensity, service attributes, and relationship patterns), and (iii) performance proxies (sales turnover and selected price efficiency measures) within the SCP framework. The analysis applies a descriptive quantitative approach supported by targeted primary observations and questionnaire-based information, and complemented by official statistics and regulatory documents. Traditional-market samples include Panji, Besuki, and Panarukan markets, while modern-retail samples include local outlets of Indomaret, Alfamart, and Basmalah. Results indicate that traditional markets are relatively unconcentrated (CR4 = 38.0%; HHI = 744), consistent with a competitive structure dominated by many small vendors. Modern retail is more concentrated (CR4 = 77.0%; HHI = 1,644), suggesting moderate concentration and a tendency toward local oligopoly. Average monthly turnover per unit is higher for modern retail (IDR 36.36 million) than for traditional vendors (IDR 15.63 million). Price efficiency varies across commodities: some items show near parity, while several fresh commodities remain cheaper in traditional markets. Policy implications point to balanced local governance: zoning and permitting for modern stores, continuous revitalization of traditional markets, and strengthened MSME partnership schemes to ensure healthy and inclusive competition.