Publication Search

Public service is the primary indicator of the effectiveness of government bureaucratic performance, as it directly reflects how well public institutions meet community needs. This study aims to evaluate the quality of public services at the Dumai City SAMSAT Office using the SERVQUAL approach, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive qualitative method with a purposive sampling technique. Informants included one SAMSAT employee and two service users selected based on their direct experience with the service process. Data were collected through interviews and observations to gain an in-depth understanding of service implementation. The findings reveal that the tangible, empathy, and responsiveness dimensions have been implemented relatively well, indicated by improved facilities, supportive infrastructure, and faster service delivery. However, weaknesses remain in the reliability and assurance dimensions, particularly regarding service consistency and the professionalism and attitude of officers toward the public. The study recommends strengthening integrated service systems and enhancing ethics and service excellence training for employees to improve overall service quality.

This study aims to evaluate the implementation of Public Service Standards in inpatient services at Dumai City Regional General Hospital (RSUD) as an important part of the provision of health services to the community. Public service standards are needed to ensure service quality, efficiency, transparency, and public satisfaction as service users. However, in practice, various problems are still found, particularly related to the timeliness of service, clarity of service costs, and the availability of supporting facilities and infrastructure. This study uses a qualitative descriptive approach with research subjects including hospital management, inpatient service staff, and community service users. Data collection was conducted through in-depth interviews, direct observation, and documentation studies to obtain a comprehensive picture of the implementation of public service standards. The data obtained were analyzed using thematic analysis methods through the stages of data transcription, coding, theme identification, theme grouping, and data interpretation. The results of the study indicate that the overall implementation of Public Service Standards in inpatient care at Dumai City Regional General Hospital is in the good category. Indicators of service procedures, service products, and the competence of service providers have been implemented quite optimally, characterized by clear procedures, services that meet patient needs, and friendly and professional staff attitudes. However, the service completion time and cost indicators are still in the fairly good category, which indicates delays in service and limited information regarding costs received by patients. Furthermore, facilities and infrastructure are the indicators that require the most attention, especially regarding the comfort of the waiting room and the completeness of service support equipment. In conclusion, although the standard of public service at the Dumai City Regional Hospital inpatient has been running well, continuous improvement efforts are needed to increase service time efficiency, cost transparency, and the provision of facilities and infrastructure to increase public satisfaction and trust in health services.

Mental health issues such as depression, anxiety, and stress continue to increase globally and are recognized as critical factors that influence social functioning, productivity, and overall quality of life. Conventional mental health services are often limited by barriers including high cost, geographical distance, and persistent stigma that discourage individuals from seeking timely help. The digital era provides an alternative through the integration of technology into mental health counseling, offering greater accessibility, flexibility, and anonymity. Nevertheless, a key limitation of many digital counseling platforms lies in their inability to fully capture and respond to the emotional nuances of users during interactions. This study aims to address that gap by developing a speech-based emotion detection framework designed to be integrated into digital counseling environments. The proposed methodology includes the collection and preprocessing of speech samples, feature extraction using acoustic parameters, and training machine learning models to classify emotions in real time. Experimental results demonstrate that this approach significantly improves the accuracy of emotion detection, enabling digital counseling systems to provide more adaptive and personalized support. Beyond counseling, the research highlights the broader applicability of speech emotion recognition in education, telemedicine, and interactive digital assistants, all of which benefit from improved sensitivity to human emotions. These findings underscore the potential of artificial intelligence to strengthen digital mental health interventions, ensuring services that are not only more efficient and inclusive but also capable of fostering long-term emotional well-being in diverse populations.

This study aims to understand how the Online Single Submission (OSS) system is implemented at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Jambi Province, and how it influences service accessibility, investment growth, and local economic development. OSS is a digital licensing system developed by the Indonesian government to simplify and accelerate the business licensing process through an integrated platform. This research uses a descriptive qualitative method, with data collected through interviews, observations, and documentation from DPMPTSP staff and business owners who use the OSS system. The results show that OSS helps simplify the licensing process and makes services more transparent. However, there are still challenges such as limited user understanding, uneven internet access, and weak inter-agency coordination. Despite these challenges, OSS is considered to have supported a more favorable investment climate and encouraged regional economic growth. Therefore, it is necessary to improve users' digital literacy, update the OSS system, and strengthen cooperation among related institutions.

Information technology changes the order of information retrieval. Librarians in the era of disruption are no longer limited to managing collections and technical services, but have developed into facilitators, companions for personal development of users. Librarians as counselors must have interpersonal and communication skills, as well as a basic understanding of counseling to help users solve problems of fulfilling information, academic, social, and emotional needs. This study aims to explore the role of librarians as counselors. Literature studies are used for this research method. The results of this study indicate that librarians as counselors help users in fulfilling information, building emotional bonds. So that users are able to become independent people in retrieving information in the future.  

TikTok Shop is a social e-commerce platform where vendors can sell products to TikTok users. Users can then purchase items in various conditions with this program. Additionally, sellers  can  post and save product details and listings to promote to TikTok users.The  purpose  of  carrying  out  this Community Service activity is to optimize marketing activities for SMEs digitally so that SMEs products in Taman Cibinong Asri Bogor can cover a wider  scope. Community Service activities carried out by organizing socialization and training for all SME actors. In the counseling session, participants were given direct practice in creating a TikTok Shop account, uploading products and creating promotional content. The results of the activity show that participants have a good understanding of digital technology, especially TikTok Shop. Participants are also able to create a TikTok Shop account and upload their products. However, participants still need to improve their skills in creating interesting promotional content.

This study aims to assess passenger satisfaction with the Travelin application at Banyuwangi International Airport. Developed by PT Angkasa Pura II, the app offers features such as TravelinPass, a biometric-based electronic boarding system. Although implemented, many passengers are still unfamiliar with its optimal use. A quantitative approach was applied using surveys distributed to 196 users. The questionnaire was based on five satisfaction indicators: expectation, performance, comparison, experience, and confirmation. The results showed an overall satisfaction score of 2.37 on a 1–4 Likert scale, indicating a “low satisfaction” category. Key issues include limited user knowledge and underperformance of services. These findings highlight the need for improved user education, feature enhancements, and user interface development to maximize the app’s benefits for passengers.

This study discusses the accountability of perpetrators of online gambling crimes in Indonesia from the perspective of applicable positive law. Online gambling is a form of cybercrime that has developed along with advances in information and communication technology, and has various negative impacts on society, including economic losses, moral damage, and increasing crime rates. The main focus of this study is to examine how legal regulations in Indonesia, especially in the Criminal Code (KUHP), the Electronic Information and Transactions Law (UU ITE), and other related regulations, regulate and ensnare online gambling perpetrators, both as the main perpetrators, platform providers, and service users. This study uses a normative juridical method with a statutory approach and a case approach. Data were obtained through literature studies and analysis of relevant court decisions. The results of the study show that although Indonesian positive law has regulated the prohibition of gambling, there are still gaps in norms and challenges in implementation, especially related to evidence, jurisdiction of cross-border perpetrators, and adaptation of law enforcement officers to digital modus operandi. The conclusion of this study emphasizes the need for synchronization of regulations and increased law enforcement capacity, including the formation of more comprehensive special regulations regarding online gambling crimes. This is important so that the criminal responsibility of the perpetrator can be enforced effectively within the framework of justice and legal certainty.

The increasing use of social media has significantly impacted wireless network performance, particularly in data transmission efficiency. This study aims to analyze the impact of social media usage on network congestion and wireless data transmission efficiency. Experimental and quantitative methods were employed, utilizing direct network traffic measurement and simulation techniques. The study assessed key parameters, including throughput, latency, packet loss, and jitter, to evaluate network congestion levels caused by social media activities such as video streaming, image uploads, and real-time communication. The results indicate a 15–30% decrease in throughput, an increase in latency from 30 ms to 120 ms, a packet loss surge from 0.5% to 4–7%, and a jitter increase from 10 ms to 50 ms during peak hours of social media usage. The study also found that channel bonding techniques can improve throughput by up to 63.6% under controlled interference conditions. These findings highlight the necessity of effective traffic management strategies, including 5G network deployment, machine learning-based traffic optimization, and Quality of Service (QoS) implementation, to mitigate network congestion issues caused by the exponential growth of social media users.

In line with the development of the digital potential of the creative economy, the demand for quality visual content from photography and videography industry players has also increased. However, access to quality photographers and videographers is still a problem for some people. Likewise, photographers and videographers also experience difficulties in getting clients. Photographers and videographers feel that the use of social media has not been maximized in helping them get clients. In addition to these problems, these photographers and videographers also have difficulty in disseminating the events held. To overcome this problem, researchers developed a digital platform that can accommodate the interests of photography and videography service providers, as well as the community of users of these services. The digital platform developed by researchers is named the “Lensa Buana” marketplace application. The development of the Lensa Buana marketplace application uses the prototype system development method. With this application, it is hoped that photography and videography service providers can reach more consumers, while the community as consumers can easily get photography and videography services according to their needs and desired quality.

This study aims to analyze the effect of port integration of PT Berlian Manyar Sejahtera with JIIPE Industrial Estate on logistics distribution efficiency. The background is the existence of distribution costs in Indonesia, which are relatively expensive. The integration of ports with industrial estates and other factors could cut distribution costs. The purpose of this research is to find out how many percent of the influence of proximity distance for distribution costs and also the time in the distribution process. In this research, a quantitative methods is used which is assisted by a software, namely SPSS version 27. Data collection techniques were carried out by interviews, documentation, and literature study. The data used includes the distance from the port to the warehouse receiving goods, distribution rates, and the length of time in the loading and unloading process. The results of the analysis show that there is an influence between distance, costs, and tariffs in the distribution process. And how this integration is significantly beneficial for service users

This research analyzes user sentiment reviews of the KAI Access application from Google Play Store to improve customer service at PT Kereta Api Indonesia. The study uses a Natural Language Processing (NLP) approach with the Latent Dirichlet Allocation (LDA) algorithm to extract main topics from 10,000 reviews collected from April 2024 to April 2025. Analysis results show 40.7% positive sentiment reviews and 49.3% negative. After data preprocessing through case folding, normalization, tokenization, stopword removal, and stemming, seven optimum topics were found from negative sentiment with a coherence score of 0.508343 and two optimum topics from positive sentiment with a coherence score of 0.511673. Analysis based on five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) reveals that the reliability dimension becomes the main issue, including system instability, transaction failures, login difficulties, and data inaccuracy. The responsiveness dimension is the second priority, with users expecting fast and responsive service to complaints. The results of this study provide recommendations for PT KAI to prioritize improvements in system reliability and responsiveness aspects to enhance the overall user experience, which will ultimately impact customer satisfaction and loyalty.    

This study aims to determine the influence of innovation and service quality on customer satisfaction with brand image as an intervening variable among Gojek users in the city of Langsa. This research is quantitative in nature, with the population being Gojek users in Langsa. The sampling technique used is purposive sampling, with a total of 100 respondents. The data were processed using SPSS for Windows version 25, and the analysis methods employed include classical assumption tests, path analysis, Sobel test, and hypothesis testing. The research findings indicate that: (1) innovation has no significant effect on customer satisfaction, (2) service quality has a significant effect on customer satisfaction, (3) innovation has a significant effect on brand image, (4) service quality has a significant effect on brand image, (5) brand image mediates the effect of innovation on customer satisfaction, (6) brand image mediates the effect of service quality on customer satisfaction, and (7) brand image has a significant effect on customer satisfaction.

Building an effective and efficient health system is an important effort to improve the quality of health services in Indonesia, the implementation of RME is an integral component in the modern health service system. The government issued the One Healthy policy in efforts to implement Health Data governance. In order to achieve this, data variables and data formats/values ​​determined by the Ministry of Health must be used as a reference in the implementation of RME based on Minister of Health Regulation No. 24 of 2022. The aim of this research is to analyze data variables in the ETI Care application for outpatient registration at Budi Kemuliaan Hospital Jakarta according to the applicable guidelines, that is Minister of Health Decree Number HK.01.07/MENKES/1423/2022. This research uses descriptive qualitative methods. Data variables were obtained and their conformity with the existing meta data in the ETI Care application with government meta data, that is in the general identity there were 13 missing data variables and 2 variables that did not exist in the identity of the newborn baby, and 7 data variables that did not match the general identity and 1 data variable whose format/value did not match the identity of the newborn baby.  It is necessary to develop the system by involving users in adjusting technical and organizational policies. There are still data variables that do not exist in the ETI Care application in the outpatient registration section, and there is also a discrepancy between the format/value of outpatient registration in the ETI Care application and the format/value of Minister of Health Decree Number HK.01.07/MENKES/1423/2022. This requires further communication with the vendor regarding system development in accordance with applicable guidelines.  

With the increasing number of online motorcycle taxi service users now, driving safety has become an important issue that needs more attention in online motorcycle taxis to reduce the risk of accidents. However, compliance of online motorcycle taxis in driving to implement safety riding is still a major problem due to the lack of awareness of the implementation of safety riding in online motorcycle taxi drivers. The influence of driver knowledge and awareness on safety riding behavior in online motorcycle taxi drivers must be understood and mastered properly and correctly by all online motorcycle taxi drivers so that the number of accidents does not increase and even the occupational health and safety of online motorcycle taxi drivers can be maintained. By adhering to the principles of safety riding, the occupational health and safety of online motorcycle taxi drivers will be maintained. The method used in this study is a literature study, by collecting and analyzing various relevant sources regarding knowledge, awareness, and driving behavior. The results of the study show that good knowledge of driving safety is positively related to safety riding behavior. In addition, awareness of the risk of accidents and the importance of obeying traffic rules also contribute significantly to reducing risky driving behavior. This study concludes that increasing driver knowledge and awareness through training and education can improve safety riding behavior, which in turn can reduce the number of accidents among online motorcycle taxi drivers. Suggestions are proposed for the implementation of periodic training programs for drivers to improve driving safety competence and awareness.

The Influence of Service Quality, Customer Experience Management and Trust on User Satisfaction of KM. Makassar C2 in Samarinda under the guidance of Mr. Dr. M. Zaini, M.Si. This study aims to test and analyze whether there is a significant influence of service quality, customer experience management, and trust on user satisfaction of KM Makassar C2 services in Samarinda. This study uses a quantitative research method with sample determination using the lemeshow formula. The population used is KM Makassar C2 Service Users in Samarinda. The data collection technique in this study used a questionnaire with a total of 96 respondents from KM Makassar C2 service users. The analysis tool used is multiple linear regression analysis. Based on the results of the study, it is known that partially service quality and customer experience management have a significant effect on user satisfaction, then trust does not have a significant effect on user satisfaction. However, the results of simultaneous testing show that service quality, customer experience management and trust have a significant effect on user satisfaction of KM Makassar C2 services in Samarinda.

Technological developments have brought many changes, especially in the way we interact and do business. Currently, social media is widely used as a marketing platform for MSME products, this is because through social media the dissemination of information occurs quickly and it also allows MSME players to communicate with consumers directly and promote their products at relatively low costs. However, there are still many MSME actors who have not optimally utilized social media, such as dredged fish MSME actors in Air Jukung sub-district who only use Facebook to market their products. Because of this, the aim of this service is to provide assistance and direct practice in using social media to MSMEs in dredging fish in Air Jukung sub-district in optimizing marketing strategies in an interesting and unique way. The method for this service is in the form of training in making unique posters through the Canva application and interesting content on social media and processing it to attract consumer interest. The results of the service activities ran smoothly and received a positive response from social media users.

Indonesia is predicted to have the threat of demographic bonus while also having the opportunity to take advantage of this threat through the Prakerja program. Since 2020 the Prakerja program has been running and there are still many numerical achievements that need to be realized to avoid the threat of demographic bonus and in line with the vision of Indonesia emas 2025. PT Generasi Anak Muda Berkarya with HiColleagues brand is a startup moving in the field of Education Technology and IT Service in sustainable digital transformation that is committed to realizing the vision of Indonesia emas 2045 through implementation of the Prakerja program. Learning Management System (LMS) platform according to the Prakerja standard is a mandatory requirement that the training institution must have to become the Prakerja partner. This research aims to produce the Learning Management System (LMS) prototype design according to the Prakerja standard, giving a good experience to participants in completing a series of training class mechanisms, support the participant graduation ratio, and increase brand positioning of HiColleagues as the Prakerja partner. Designing a Learning Management System (LMS) prototype applies the Design Thinking method through the 5 phases, namely Empathize, Define, Ideate, Prototype, & Test. As well as using Figma as a design tool and Maze as a Usability Testing. This Learning Management System (LMS) prototype design succeeded in getting good feedback from users with 100% succession rate although there are minor improvisations on the user interface as a form of alignment. 

This research is based on the growing risk of personal data breaches in digital financial services, following the rapid growth of financial technology. The main goal of this study is to examine how personal data of consumers is legally protected under Law Number 27 of 2022 on Personal Data Protection, and to find out the challenges in applying this law in the digital finance sector. This study uses a legal approach by reviewing books and laws, and analyzing them in a simple, qualitative way. The results show that there are mismatches in regulations, low digital literacy, and technical and organizational problems that make it hard to apply the law effectively. This research suggests creating an independent supervisory body, making clear rules to support the law, improving public understanding, and encouraging cooperation between sectors to better protect users' personal data in digital services.

This study aims to analyze the implementation of e-government within the Tangerang LIVE application, an integrated digital platform that consolidates various public service applications of the Tangerang City Government. Although the application is designed to streamline access to public services, challenges remain—particularly in the area of slow information management, which affects service efficiency. The analysis is based on four key e-government indicators: Efficiency, Trust, Reliability, and Citizen Support. Findings reveal that, in terms of efficiency, the application features a user-friendly interface that enhances accessibility, though some technical issues still hinder optimal use. Regarding trust, the application has generally earned positive public perception, though constructive feedback highlights areas for enhancement. From the reliability perspective, despite ongoing performance monitoring, the application has not consistently met expectations in terms of stable and dependable service delivery. Lastly, the citizen support aspect has shown progress through the availability of a helpdesk system; however, improvements are needed in responsiveness and overall effectiveness to better serve users. These findings suggest that while Tangerang LIVE reflects several aspects of successful e-government implementation, continuous improvements—particularly in system performance, responsiveness, and two-way communication—are essential to enhance public information quality and user satisfaction. Strengthening these areas is key to achieving a more transparent, efficient, and citizen-oriented digital government platform.