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This article explores inconsistencies in employee performance within small, project-oriented service sectors, where quality depends on daily tasks, punctuality, and adherence to procedures. Since skill development relies largely on informal workplace learning, differences in worker competencies often lead to rework, customer complaints, and safety issues. The study investigates how skills and competencies affect employee performance, illustrating how individual abilities translate into observable performance through the ability–motivation–opportunity (AMO) framework and experience-based learning. A qualitative case study at Rajasa Teknik included interviews and observations to examine project coordination, quality standards, and supervision practices. Results indicate that competencies and skills primarily influence ability, but sustained motivation- driven by realistic goals and fair feedback- along with ample opportunities such as smooth material flow, clear roles, and on-site decision support, enhance performance. The findings underline the importance of a cohesive work system (task division, quality control, communication), a consistent safety culture (K3), and straightforward, repetitive HR practices that facilitate tacit knowledge transfer into routines. Improvements suggested involve mapping core competencies, brief mentoring sessions, quality-focused standards, and evaluation systems to minimise service variation and promote sustainable performance in similar businesses. Overall, this research broadens the understanding of performance management in small enterprises and offers practical guidance for interventions.

This study aims to analyse the role of the East Java Provincial Transportation Agency in improving the quality of inter-city bus transportation services within the province (AKDP) based on Soekanto's role theory (in Solahudin et al, 2022), which is reviewed using three indicators: regulatory role, service role, and supervisory role. The research employed a qualitative research method with techniques of interviews, observation, and documentation of the Transportation Agency, Organda, PO owners, drivers and conductors, as well as passengers at Bungurasih Terminal. The results of the study show that in terms of regulation, the Transportation Agency has established tariff policies and Minimum Service Standards (SPM), but these have not functioned optimally as operational guidelines, as reflected in the low transparency of tariff information and the varying quality of the fleet. In terms of service, although safety inspection procedures and service facilities are available, the quality of safety, comfort, terminal facilities, as well as access to information and complaint mechanisms have not been consistently felt by users. In terms of supervision, tariff compliance control and SPM implementation remain weak and tend to be tolerant of irregularities. The main findings indicate a serious gap between normative standards and field practices, resulting in standards losing their coercive power as quality guarantors. Therefore, this study recommends strengthening the enforcement of standards in a firm and consistent manner, increasing the transparency of service and tariff information, and conducting supervision that is oriented towards tangible results for the community.

Operational risk management is an essential aspect in maintaining the stability and sustainability of micro-enterprises operating in the culinary sector, particularly in the fast food industry, which relies heavily on production processes, raw material quality, and human resource skills. This study aims to analyze the types of operational risks that arise in the daily operations of the Kebab Capadocia MSME in Boyolali Regency using a qualitative approach through in-depth interviews and field observations. The COSO Enterprise Risk Management (ERM) Framework was used as the primary theoretical foundation to map risks based on five components: risk identification, risk assessment, control activities, information and communication, and monitoring. The results indicate that the business faces four main risk categories: production process risks, human resource risks, food hygiene and safety risks, and raw material distribution risks. Implemented controls are still informal and not supported by standard operating procedures (SOPs), resulting in recurring risks that impact product quality. These findings contribute to the MSME risk management literature and offer practical recommendations for strengthening operational structures based on systematic risk management.

Civil servant pension administration is a vital yet insufficiently studied public service function within decentralized governance systems, particularly in remote and peripheral local governments where administrative capacity and service accessibility are limited. Although pension policies are nationally standardized, their local-level implementation often reveals disparities in institutional resources, human capital, coordination mechanisms, and infrastructure, leading to uneven service quality and increased administrative burdens for retirees. This literature review aims to synthesize and critically examine scholarly discussions on civil servant pension administration from the perspectives of public service delivery, administrative capacity, and Public Human Resource Management (Public HRM), with a focus on remote and peripheral governance contexts. Employing a narrative–systematic literature review approach, the study analyzes peer-reviewed international journal articles using thematic analysis and conceptual synthesis. The review identifies four dominant themes: the procedural and coordination-intensive nature of pension administration; persistent administrative capacity constraints involving human resources, institutions, and systems; the exacerbating effects of geographic isolation and spatial inequality on service delivery; and the strategic yet underrecognized role of pension administration within public sector HRM and lifecycle governance. The findings suggest that pension administration challenges in remote regions reflect structural capacity mismatches inherent in decentralized systems rather than isolated implementation failures. This review contributes theoretically by integrating public service theory, administrative capacity, and Public HRM within a peripheral governance framework, and practically by emphasizing the need for context-sensitive, capacity-oriented pension service reforms to promote service equity, accountability, and organizational legitimacy in local governments.

This research aims to identify both the partial and simultaneous positive and significant effects of e-service quality, e-trust, and brand image on the customer loyalty of Byond by BSI users in Balikpapan City. The study adopts a quantitative correlational method. A total of 100 respondents were selected using a purposive sampling technique. Data were collected through online questionnaires distributed via a Google Form link. The analytical procedures utilized include correlational analysis, instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using IBM SPSS Statistics version 24. The results of the study indicate that, partially, e-service quality and e-trust variables each have a positive and significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Meanwhile, brand image variable has a positive but not significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Furthermore, when examined simultaneously, the three variables collectively show a positive and significant effect on customer loyalty of Byond by BSI applications users in Balikpapan City.

Service quality is a crucial factor in improving public trust and satisfaction toward village economic institutions, including village cooperatives. The Merah Putih Village Cooperative in Mulya Sari Village still faces several service-related challenges, such as limited understanding of service excellence principles among employees, unstandardized service procedures, and inadequate communication and administrative skills. This study aims to improve employee service quality through service excellence training to enhance professionalism and service effectiveness at the cooperative. The method used is a descriptive qualitative approach involving observation, interviews, training sessions, service simulations, and direct field assistance. The training focused on service excellence concepts, service ethics, effective communication, implementation of standard operating procedures (SOPs), and administrative management. The results indicate an improvement in employees’ understanding and behavior, reflected in more polite, responsive, and professional service delivery to cooperative members. In addition, administrative management became more organized, contributing to faster and more efficient services. This activity demonstrates that service quality training has a positive impact on improving cooperative service performance. The implications of this study suggest that continuous service training can foster a sustainable service-oriented culture and enhance member satisfaction, thereby strengthening the institutional capacity of village cooperatives

This aims to examine and analyze the implementation of the cash transfer assistance policy in efforts to alleviate poverty in Moodu Urban Village, Kota Timur Subdistrict, Gorontalo City. This research employed a qualitative method. The findings indicate that the effectiveness of the policy implementation has not yet been optimal due to several influencing factors: (1) policy standards and target groups have not been fully accurate; (2) available resources, both in terms of the number of implementing personnel and supporting infrastructure, remain very limited; (3) inter-organizational communication and activity reinforcement are less effective; (4) the characteristics of implementing agents reveal that some officers do not yet fully understand the procedures and mechanisms for distributing cash transfer assistance; (5) the economic, social, and political environment of the Moodu community, which is predominantly engaged in the informal sector, presents additional challenges in ensuring program effectiveness; and (6) the attitudes of implementers, in the absence of continuous guidance and periodic supervision, increase the potential for administrative errors and inaccurate distribution.

This study examines the dynamics of public service delivery at the Office of Cooperatives, Small and Medium Enterprises, and Trade in Tegal Regency, focusing on its role in supporting local economic development. The background of this research is rooted in the increasing demand for effective, transparent, and responsive public services, particularly for cooperatives, micro, small, and medium enterprises (MSMEs), and the trade sector, which are key drivers of regional economic growth. The objective of this study is to analyze the quality and dynamics of services provided by the office, identify supporting and inhibiting factors, and assess their implications for service improvement. This research employs a qualitative descriptive method, using data collected through interviews, observations, and document analysis involving government officials and service users. The findings indicate that service delivery has shown positive developments through procedural improvements and service innovations; however, challenges remain in terms of human resource capacity, infrastructure limitations, and coordination mechanisms. These dynamics significantly influence the effectiveness of policy implementation and stakeholder satisfaction. The study implies that strengthening institutional capacity, enhancing digital-based services, and improving service professionalism are essential to achieving more optimal public service performance. The results of this research are expected to contribute to policy evaluation and serve as a reference for improving public service management in local government institutions, particularly in the cooperative, MSME, and trade sectors.

The rapid development of digital technology has increased the risk of song copyright infringement, thereby requiring effective and adaptive law enforcement mechanisms. Song copyright, as part of intellectual property rights, is protected under Law Number 28 of 2014 on Copyright, with certain infringements classified as complaint-based criminal offenses. This study aims to analyze the handling of criminal cases of song copyright infringement by Civil Servant Investigators at the Regional Office of the Ministry of Law in West Java and to evaluate the effectiveness of their enforcement practices. The research employs a normative-empirical method with a descriptive-analytical approach, combining statutory analysis with empirical data obtained through interviews and field observations. The findings reveal that case handling is conducted through structured stages, including complaint submission, preliminary examination, mediation, and follow-up actions. Mediation constitutes the primary mechanism for dispute resolution, reflecting the application of the ultimum remedium principle and a restorative justice approach. Although the procedural framework has been implemented in accordance with applicable regulations, enforcement effectiveness remains constrained by limited human resources, budgetary limitations, insufficient technical capacity, low public legal awareness, and inadequate inter-agency coordination. These results underscore the importance of strengthening institutional capacity and enhancing enforcement effectiveness to ensure sustainable protection of song copyright.

This study examines the role of the private sector in collaborative politics to strengthen human security in preventing human trafficking in Kupang City, East Nusa Tenggara Province. Human trafficking is an extraordinary crime that poses serious threats to human security, particularly for Indonesian Migrant Worker Candidates (CPMI) who are highly vulnerable to exploitation and illegal recruitment. The complexity of this issue requires the involvement of multiple actors, including not only the government but also the private sector. This research employs a qualitative descriptive method, with data collected through interviews, observation, and documentation. The research sites include BP3MI East Nusa Tenggara as a government representative and two private companies, PT Bakti Unggul Sejahtera (PT BUS) and PT AKKA AL-MATAR. The analysis is based on the collaborative governance framework proposed by Ansell and Gash, which emphasizes face-to-face dialogue, trust building, commitment to the process, shared understanding, and intermediate outcomes. The findings indicate that collaboration between the government and the private sector plays a significant role in preventing human trafficking through legal recruitment processes, pre-departure training, capacity building, and supervision of labor placement procedures. Although challenges remain in coordination and policy consistency, these collaborative practices contribute positively to strengthening the protection of migrant workers’ rights and security. This study concludes that collaborative politics between the government and the private sector is a crucial strategy in developing a human security–oriented human trafficking prevention system

Gender-based and age-based violence targeting women and children continues to pose a serious challenge to human rights protection in Indonesia. As the principal duty bearer, the state bears the obligation to respect, protect, and fulfill victims' rights through effective protection mechanisms, one of which is the Regional Technical Implementation Unit for the Protection of Women and Children (UPTD PPA). This research analyzes the contribution of UPTD PPA Bandung City in fulfilling the human rights of victims of violence against women and children and maps the obstacles encountered in operational service delivery. The study utilizes a juridical-empirical method with a descriptive-analytical approach. Primary data were gathered through in-depth interviews with UPTD PPA Bandung City representatives in November 2025, whereas secondary data were derived from the examination of legal regulations and relevant scholarly literature. Research findings reveal that UPTD PPA Bandung City managed 382 cases in 2025 by providing complaint mechanisms, assessment procedures, legal and psychological support, counseling services, and shelter facilities. These services demonstrate normative compliance with national legislation and human rights principles, particularly concerning protection, rehabilitation, and access to justice. Nevertheless, service delivery encounters several challenges, including insufficient human resources and facilities, underreporting by victims, and suboptimal cross-institutional coordination. Consequently, strengthening institutional capacity, ensuring adequate infrastructure, developing integrated standard operating procedures, and establishing regional regulatory frameworks are essential to guarantee effective and sustained fulfillment of victims' rights.

This study discusses the delivery process of Full Container Load (FCL) from the Container Freight Station (CFS) to the Container Yard (CY) at MTKI Port (Masaji Tatanan Kontainer Indonesia) by the shipping agency (EMKL) PT. Elang Sriwijaya Palembang. This FCL delivery process is a critical stage in the shipping logistics chain as it ensures that containers fully loaded from the stacking warehouse can be placed in the port's stacking yard safely and in accordance with procedures. Shipping documents and administrative completeness are also vital components that must be fulfilled to ensure the container transfer process runs smoothly and complies with Port regulations. The purpose of this research is to identify the stages of the FCL delivery process, the parties involved, the obstacles faced during the container transfer process, and the solutions implemented to overcome them. The results show that the FCL delivery process involves several steps, starting from the issuance of shipping documents, administrative inspection, and coordination with port authorities, to the actual transfer of containers to the CY. Furthermore, obstacles were found in the form of administrative delays, limited loading and unloading equipment, and coordination issues between the EMKL and the port operator. This research is expected to serve as a reference for EMKL companies and related institutions in improving the effectiveness of the FCL delivery process, thereby supporting the smooth flow of goods at the port and enhancing the efficiency of Indonesia's maritime logistics activities. The methods used in preparing this paper are field research and library research methods.

Musculoskeletal injuries are common health problems encountered in sports activities and daily life. Primary Health Care Facilities (PHCF) such as community health centers play an important role in the initial management of musculoskeletal injuries before referral to higher-level health facilities. This study aimed to describe the management of musculoskeletal injuries at the PHCF of UPTD Mangulewa Health Center. The methods used were field observation, structured interviews with health professionals, and simulation of musculoskeletal injury management. The results showed that UPTD Mangulewa Health Center has adequate facilities, equipment, and health personnel for managing musculoskeletal injuries at the primary care level. The management procedures were carried out systematically through anamnesis, physical examination, initial treatment based on RICE principles and immobilization, pharmacological therapy, and an integrated referral system. Fracture management simulations indicated that students gained practical understanding of immobilization techniques and early injury management. In conclusion, the management of musculoskeletal injuries at the PHCF of Mangulewa Health Center is in accordance with primary health care service standards and supports the prevention of injury complications.

Aceh Tamiang Regency is one of the regions in Aceh Province that is highly vulnerable to annual flooding due to river overflow and high rainfall intensity. Flood disasters often cause significant material and non-material losses, which are exacerbated by the limited public understanding of flood mitigation, early warning signs, and appropriate self-rescue procedures. This community service activity aims to increase public awareness, knowledge, and preparedness in facing flood threats through disaster mitigation socialization programs. The method applied in this activity includes participatory socialization, interactive discussions, and simulations of emergency response actions involving local communities, village officials, and volunteers. The program emphasizes recognizing early signs of flooding, understanding emergency evacuation routes, and improving coordination during disaster response. The results indicate a significant improvement in community knowledge regarding flood risks, early warning indicators, and emergency measures that should be taken before and during flooding events. Furthermore, the activity successfully strengthened coordination between village authorities and local volunteers in managing emergency response posts and distributing aid effectively. Through this socialization program, the community of Aceh Tamiang is expected to develop greater disaster resilience and preparedness. Increased awareness and coordinated response mechanisms are anticipated to minimize the adverse impacts of future flooding events, thereby reducing potential losses and enhancing community safety.

This study examines the role of agents in the renewal process of cargo ship construction safety certificates at the Merak Banten Harbormaster and Port Authority Office (KSOP), using a case study of PT. Vinici Samudera Agencies, Merak Branch. The study aimed to determine the role of agency companies in assisting shipowners in fulfilling certification obligations and to examine certificate renewal procedures in accordance with legal provisions and shipping safety standards. The research methods employed included a field approach through direct observation, interviews, and a literature review of relevant literature, regulations, and official documents. Based on the research findings, PT. Vinici Samudera Agencies plays a significant role in processing shipping administrative documents, coordinating with the KSOP, ensuring compliance with applicable legal provisions, and providing technical guidance to ensure ships remain seaworthy. The agency's role has been proven to increase time efficiency, reduce the risk of delays, and provide legal certainty in the certificate renewal process. Therefore, the presence of ship agents is a strategic factor in supporting the smooth operation of cargo ships at the Port of Merak.

Syncope or fainting is an emergency condition that commonly occurs during sports activities due to reduced blood flow and oxygen to the brain. Rapid and appropriate management is essential to prevent further complications. This study aims to determine the syncope management procedures following sports activities performed by healthcare professionals at primary healthcare facilities. This study employed direct observation and structured interviews with healthcare workers at Puskesmas Boba, Ngada on November 28, 2025. Observed aspects included initial patient condition, initial actions, vital signs examination, medical assistance provision, condition monitoring, and follow-up actions. Healthcare workers performed management according to first aid procedures by positioning patients supine, elevating both legs, loosening tight clothing, checking vital signs using sphygmomanometer and stethoscope, providing oxygen and fluids when necessary, and monitoring until condition stabilized. Main causative factors of syncope were dehydration, physical fatigue, hypoglycemia, and anemia. Syncope management requires systematic actions and adequate medical equipment. Preventive education for athletes and the community, as well as collaboration among healthcare workers, coaches, and physical education teachers is crucial to prevent recurrence.

The illegal acquisition of land certificates is a serious problem in Indonesia's land law system because it has the potential to eliminate legal certainty regarding land rights. Certificates that are supposed to serve as strong proof of rights can still be obtained thru unauthorized possession, manipulation of legal data, or deviations from administrative procedures. This research aims to analyze the acquisition of illegal land certificates from a land law perspective and its legal implications for legal certainty. The research method used is normative legal research with a statutory approach and a conceptual approach, examining Law Number 5 of 1960, Government Regulation Number 24 of 1997, and Government Regulation Number 18 of 2021. The research results indicate that land certificates obtained illegally contain legal defects and can be revoked, and also have administrative, civil, and criminal legal implications that directly disrupt legal certainty regarding land rights. Therefore, consistent law enforcement and strengthening the land registration system are needed to ensure legal protection and certainty of land rights in Indonesia.

The rapid advancement of Information and Communication Technology (ICT) has accelerated the digital transformation of public services, including land administration. However, public complaint services at the Land Office of Southwest Sumba Regency still encounter challenges such as unstructured complaint procedures, manual data processing, risk of data loss, and limited public access to clear information. These issues highlight the need for an innovative and accessible complaint information system. This study aims to design and implement a chatbot-based public complaint service information system to enhance accessibility, transparency, and service effectiveness. A qualitative research method with a system development approach was applied. Data were obtained through interviews, observations, and documentation. The system was developed using a rule-based approach with a Finite State Machine (FSM) algorithm and implemented through the Typebot.io platform. The findings indicate that the chatbot provides structured, consistent, and user-friendly information, reduces manual workload, and improves public readiness before submitting complaints directly, while supporting future integration and system enhancement.

Background: Comprehensive midwifery care is essential for early detection of complications and reducing maternal and infant mortality rates. In Sleman Regency, despite high access to health services, continuous monitoring remains crucial for ensuring maternal and fetal safety. Objective: To provide comprehensive midwifery care for Mrs. M at Klinik Pratama Shaqi, Sleman, from the third trimester of pregnancy through the postpartum and neonatal periods. Methods: This is a descriptive qualitative study using a case study approach based on Varney's seven-step midwifery management and SOAP documentation. Findings: During pregnancy (37 weeks 6 days), the mother experienced physiological complaints of back pain and shortness of breath, managed through posture education and pregnancy exercises. Labor proceeded normally and spontaneously on October 6, 2024, utilizing "gentle birth" practices such as endorphin massage to reduce pain. A second-degree perineal tear occurred and was treated according to procedure. The baby was born healthy, weighing 3100 grams, with successful Early Initiation of Breastfeeding (EIB). During the postpartum and neonatal periods, uterine involution was normal, breast milk production was adequate, and the infant's growth met standards with no danger signs. Implications: Continuous assistance improves the mother's physical and psychological readiness and ensures a healthy neonatal transition.

This study examines the seismic performance of slender Air Traffic Control (ATC) towers in high‑hazard regions (PGA > 0.4g), where vertical taper, torsional eccentricity, and top‑heavy cab mass can significantly increase drift, base shear, and collapse risk relative to conventional buildings. Existing studies often rely on linear procedures and outdated provisions, leading to underestimation of nonlinear behaviour and limited guidance for ATC towers designed to SNI 1726:2019. The research aims to quantify these irregularity effects and formulate design recommendations that satisfy Immediate Occupancy, Life Safety, and Collapse Prevention performance targets. The methodology couples response spectrum analysis, using a site‑specific Padang spectrum consistent with SNI 1726:2019 and ASCE 7‑16, with nonlinear pushover analysis interpreted through FEMA/ATC performance‑based criteria. A parametric study is performed on three cab configurations small, medium, and large modelled as 5%, 15%, and 25% mass ratios at the tower head, while keeping a 10 m × 10 m hybrid core–frame shaft constant. Results indicate that larger cab mass produces systematic but moderate increases in global displacement, story drift, and base shear, while plastic hinges localize primarily in the upper stories and cab‑support region, yielding performance levels from Immediate Occupancy to Collapse Prevention. Overall, the tower meets code drift limits and acceptable performance if local strengthening is provided around the shaft–cab interface, offering a calibrated reference for top‑heavy ATC tower design in Indonesian high‑seismic settings and identifying priorities for future time‑history and soil–structure interaction studies.