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Thomson Siallagan

FUNDAMENTUM : Jurnal Pengabdian Multidisiplin 2026 Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Churches and Christian institutions frequently face the challenge of congregations whose understanding of ministry remains confined to the spiritual dimension alone, while the holistic ministry mandate calls for active engagement across social, educational, and economic spheres. This study examines two primary objectives: first, how Christian Religious Education (CRE) shapes congregational understanding of holistic church ministry; and second, how CRE equips congregants with the concrete capacity to serve comprehensively. A qualitative approach with a case study design was employed at Yayasan Sola Gratia Medan. Data were gathered through in-depth interviews with seven informants comprising foundation leaders, program coordinators, active church members, volunteers, and beneficiaries. Analysis followed a thematic framework encompassing data reduction, display, and conclusion drawing. Findings reveal that: (1) consistent CRE implementation at Yayasan Sola Gratia has successfully shifted the congregational ministry paradigm from exclusively spiritual to holistically transformative; and (2) congregants who have internalized CRE values demonstrate more structured ministry capacity, stronger theological motivation, and significant cross-dimensional engagement. This research contributes a contextual CRE model relevant for church-based institutions operating in multidimensional urban environments.

Widya Lestari; Hepriyandi Luwyk Djanas Usup; Yustinus Hendra Wiryanto; Novalisae Novalisae; I Putu Putrawianta

Jurnal Riset Rumpun Ilmu Teknik 2026 Pusat riset dan Inovasi Nasional

Coal hauling activities are an important part of mining operation because they affect production continuity, cycle time efficiency, and operational safety. This study aims to analyze the requirements of road support equipment on the coal hauling road from Sector 4 to the new Coal Processing Plant (CPP) at PT. Asmin Bara Bronang, Central Kalimantan. Based on road geometry, traffic density, California Bearing Ratio (CBR), and Unsurfaced Road Condition Index (URCI). The research method used was applied research with a quantitative approach. Primary data ware collected through field measurements consisting of road geometri observations, traffic density observations, Dynamic Cone Penetrometer (DCP) testing to obtain CBR values, and road surface condition assessment using the URCI method. Secondary data were obtained from the company records. The results showed that the hauling road has a total length of 9.1 km with an average width of 16 m, and grade values ranging from -7.68% to 10.52%, which are still below the maximum standard of 12%. Traffic density reached 184 dump trucks/day, for coal hauling and 62 units/day for construction material transportation, indicating high traffic intensity. CBR values ranged from 7% to 100%, showing variations in subgrade bearing capacity. The URCI value ranged from 72,50 to 91.00, indicating fair to good road conditions. Based on the analysis of road conditions and maintenance area requirements, the recommended support equipment for maintaining the hauling road consists of 1 motor grader unit, 1 compactor unit, 1 bulldozer unit, and 1 water truck unit.

Farhan Maulana Arli; Diva Datul Isma

Karakter : Jurnal Riset Ilmu Pendidikan Islam 2026 Asosiasi Riset Ilmu Pendidikan Agama dan Filsafat Indonesia

The presence of Generation Z, who grew up entirely in the digital era, has triggered a fundamental transformation in Muslim religious practices, where social media has replaced conventional religious institutions as the primary source of religious information. This condition creates a paradox: Gen Z has become a generation that is highly religious online, yet is often disconnected from physical communities and traditional religious authorities. This study aims to analyze the character of Muslim Gen Z religiosity, identify its forming factors, and examine the impact of the digital era on their religiosity. This study employed a descriptive qualitative approach using a library research method. The findings indicate that Muslim Gen Z religiosity is characterized by personalization, flexibility, and digital spirituality, strongly influenced by social media. These characteristics are shaped by massive digital technology accessibility, the effectiveness of contextual Islamic preaching on platforms such as TikTok, as well as spiritual needs and social pressure from the digital environment. The digital era brings positive impacts in the form of increased accessibility and religious literacy, but also negative impacts including shallow religious understanding, vulnerability to information bias, and potential exposure to extreme ideologies. This study implies the importance of an integrated digital religious literacy strategy through critical thinking-based Islamic Religious Education curriculum reform, enhancement of educators' digital capacity, and cross-sector collaboration to strengthen Gen Z's moderate and reflective religious understanding.

Eko Nursanty; Rizka Khairunnisa; Utomo; Marlianti

Jurnal Suara Pengabdian 45 2026 LPPM Universitas 17 Agustus 1945 Semarang

This community service program addressed the limited capacity of educators to use artificial intelligence in a structured and pedagogically responsible way for textbook development. The program focused on empowering educators through NotebookLM in the Ngabuburit AI 2026 activity. Its objective was to improve participants’ understanding and practical skills in organizing sources, designing textbook structures, developing chapter content, and generating interactive learning media. The program used a participatory training approach consisting of presentation, demonstration, guided practice, discussion, and feedback-based evaluation. The results showed that participants gained a clearer understanding of AI-assisted academic writing workflows and recognized NotebookLM as a useful tool for integrating source analysis, textbook writing, and learning media preparation. The activity also fostered new awareness that artificial intelligence can strengthen, rather than replace, educators’ academic roles in producing more systematic and interactive teaching materials.

Andriyansah Setiawan; Tri Suseno Aji; Rosadi Rosadi; Muhammad Yusuf; Hanif Khairullah

Jurnal Pengabdian dan Keberlanjutan Masyarakat 2026 Lembaga Pengembangan Kinerja Dosen

The Baduy community in Kanekes Village has economic potential based on traditional crafts with high cultural value, such as weaving and woven fabrics. However, the management of craft businesses is still carried out in a simple manner without a structured human resource (HR) management system. Problems faced include the lack of a clear division of tasks, inefficient production processes, and limited marketing strategies. These conditions hamper the optimal development of craft businesses. This community service activity aims to strengthen human resource management based on local wisdom in order to increase the capacity of traditional craft businesses in the Baduy community. The solution offered is training and mentoring on simple business management adapted to traditional values. Activities include socializing the importance of HR management, training on the division of labor within groups, improving production skills, and developing marketing strategies that respect local wisdom. The implementation method uses a participatory approach through the stages of preparation, training, mentoring, evaluation, and program sustainability. The community is actively involved in every stage of the activity to ensure the program's suitability to local socio-cultural conditions. This activity results in increased human resource capacity in craft business management, the establishment of a more organized work system, and an increased economic value of craft products. In addition, this activity is expected to produce a community empowerment model based on local wisdom and scientific publications in community service journals.

I Putu Edy Arizona; Anantawikrama Tungga Atmadja; Lucy Sri Musmini; I Made Pradana Adiputra; I Gusti Ayu Purnamawati

Proceeding of the International Conference on Economics, Accounting, and Taxation 2026 Asosiasi Riset Ekonomi dan Akuntansi Indonesia

This study investigates the decoupling phenomenon between ESG (Environmental, Social, and Governance) sustainability reporting and communal Tri Hita Karana (THK) sustainability practices in a Rural Bank in Bali. Through Ethnographic Content Analysis (ECA) of official documents from BPR Luhur Damai covering 2023–2025, this study identifies that the Sustainability Report (SR), prepared strictly according to Financial Services Authority Regulation (POJK) 51/2017, does not incorporate substantial THK practices, namely banten (ceremonial offerings) Rp131.6 million, dana punia (religious donations) Rp8.5 million, and monthly banjar (communal community unit) contributions, producing a Hindu religious expenditure to formal Social and Environmental Responsibility (SER) ratio of 10:1. Drawing on the Institutional Logics perspective, this study identifies four decoupling mechanisms: (1) cognitive, namely THK as taken-for-granted, not perceived as “sustainability”; (2) administrative, namely departmental silos between Compliance and General Affairs; (3) template, namely POJK 51/2017 provides no space for local wisdom; and (4) capacity, namely limited Human Resources (HR) and institutional capacity. These findings lead to the concept of “invisible sustainability,” that is, real sustainability contributions that are invisible to conventional reporting frameworks, and “cultural accounting gap,” that is, the absence of accounting categories for local cultural-religious contributions. The theoretical contribution is demonstrating that decoupling in Global South contexts is not merely symbolic compliance but results from structural misalignment between transnational and communal logics that renders local sustainability contributions institutionally invisible.

Rudi Wibowo; Ali Basah; Erna Nur faizah; Nuning Nurna Dewi

Jurnal Pengabdian Masyarakat Nusantara (Pengabmas Nusantara) 2026 Universitas Muhammadiyah Manado

This Community Service (PKM) activity aims to improve the performance of Posyandu cadres in stunting prevention efforts in Kepudibener Village, Turi District, Lamongan Regency. The main problems faced by the community include low health literacy, suboptimal utilization of Posyandu, and limited capacity of cadres in providing health education. The implementation method uses a participatory and educational approach through the stages of observation, cadre training, health education, mentoring, and program evaluation. The results of the activity show an increase in the knowledge and skills of Posyandu cadres in monitoring child growth and development and nutrition education, increased community participation in Posyandu activities, and an increase in understanding of mothers of toddlers regarding stunting prevention. This program is also able to strengthen the role of cadres as agents of change in raising community awareness of the importance of family health. Thus, improving the performance of Posyandu cadres has proven effective in supporting community-based stunting prevention efforts. Sustainability of the program through ongoing training and mentoring is essential to maintain the positive impacts that have been achieved.

Salfadillah Az Zahrah Sakaria

Lembaga Pengembangan Kinerja Dosen 2026 Lembaga Pengembangan Kinerja Dosen

This study aims to analyze the Cambodian government's efforts to address human trafficking from a human security perspective. It employs a qualitative descriptive approach, utilizing secondary data from relevant journals, reports, and academic publications. The findings indicate that human trafficking in Cambodia has evolved into a hub for digital-based fraud linked to transnational cybercrime networks. Victims face not only labor exploitation but are also coerced into participating in online fraudulent activities, such as romance scams. This surge in human trafficking is driven by weak law enforcement, high levels of corruption, low public digital literacy, and the rapid expansion of the online gambling industry and special economic zones, which serve as operational bases for criminal activities. The Cambodian government has implemented various measures regarding prevention, protection, and law enforcement through regulations, international cooperation, victim rescue operations, and anti-fraud campaigns. However, the effectiveness of these policies remains limited due to the state's constrained capacity and the ability of criminal networks to continuously adapt to advancements in digital technology. The study concludes that addressing human trafficking in Cambodia requires strengthened governance, more intensive international cooperation, and improved public digital literacy.

Vina Oktavia; Evi Priyanti; Rahman Rahman

Journal of Management and Social Sciences (JIMAS) 2026 Sekolah Tinggi Ilmu Administrasi (STIA) Yappi Makassar

This study aims to examine flood disaster mitigation efforts carried out by the Regional Disaster Management Agency in Sukamakmur Village, Karawang Regency. This research employed a qualitative method with a case study approach. The theory used in this study is the Strategy Theory proposed by James Brian Quinn (2003:10), which consists of three dimensions: objectives, policies, and programs. The study identifies problems related to flood disasters that occur almost every year in Sukamakmur Village. To address these issues, it is necessary to analyze the mitigation efforts implemented by the Regional Disaster Management Agency (BPBD), as well as the related policies and programs concerning flood disasters. The findings show that the objective of disaster mitigation is directed toward improving community preparedness and capacity in dealing with flood risks. Mitigation policies are implemented through strengthening community capacity based on non-structural mitigation, such as the establishment of Disaster Resilient Villages (DESTANA), village disaster volunteers, and disaster risk assessments. The mitigation programs carried out include disaster awareness socialization, mitigation training, and dissemination of daily weather information. In its implementation, BPBD also coordinates with the village government, sub-district task forces, and the River Basin Management Agency (BBWS). These mitigation programs have had a positive impact on increasing community knowledge, preparedness, and participation, although there are still obstacles in the form of limited budgets, infrastructure, human resources, and suboptimal cross-sector coordination. The contribution of this research is to provide additional insight and new information regarding the role of the Regional Disaster Management Agency in flood disaster mitigation.

Aliyyah Ainur Rahma Hunawa; Ismet Sulila; Zuchri Abdussamad

Jurnal Relasi Publik 2026 International Forum of Researchers and Lecturers

Quantitative analysis based on multiple linear regression was applied in this study to test the hypothesis regarding the influence of Employee Competence and Organizational Culture variables on the Quality of Public Services in the Regional Secretariat of Gorontalo City. Through the involvement of sample data from 47 respondents, a partial analysis portrait shows that the Employee Competence dimension contributes positively and significantly to escalating service quality with a share of 31.40%. On the other hand, the Organizational Culture component also recorded a significant positive impact with an influence of 47.30%. In aggregate (simultaneous), the combination of apparatus competence and strengthening institutional culture triggers a significant acceleration of public service quality with a determination value of 78.70%. The proportion of the remaining variance in the goodness of fit of the model is influenced by variables outside the scope of this research. Based on this basis, efforts to increase employee expertise capacity and improve organizational values ​​​​are crucial instruments for optimizing public service standardization.

Wisnu Wardani, Vebby Audia; Mansyur, Alfian; Nahariah, Fitrahtun; Bayu, Kresna

Perigel: Jurnal Penyuluhan Masyarakat Indonesia 2026 Universitas 17 Agustus 1945 Semarang

This study aims to analyze the position of customary law in the new Criminal Code and the integration of restorative justice in resolving criminal cases in Indonesia. The method used is a qualitative approach with normative juridical research through legislative and conceptual approaches. The results indicate that the new Criminal Code recognizes living law, including customary law, as part of the national legal system. However, its status remains complementary and subordinate to state law. The integration of restorative justice into the criminal justice system is a progressive step that emphasizes restoring relationships between perpetrators, victims, and the community. This approach aligns with customary law values ​​that prioritize deliberation, balance, and social harmony. However, its implementation still faces various challenges, such as unclear regulations, limited official capacity, and potential conflicts with human rights principles. Therefore, regulatory strengthening, procedural standardization, and institutional capacity building are needed to ensure the integration of customary law and restorative justice can be implemented effectively, fairly, and sustainably within the Indonesian criminal justice system.

Mochamad Irfan; Elok Cahyaning Pratiwi; Fajar Purwanto; Trijadi Herdajanto; Risa Amalia Muzrifah

Jurnal Pengabdian Sosial 2026 Lembaga Pengembangan Kinerja Dosen

Micro, Small, and Medium Enterprises (MSMEs) of chips in Pugeran Village, Gondang District, Mojokerto Regency face structural obstacles in the form of limited internal governance and weak market penetration. Around 80% of business actors are still managed conventionally, triggering production inefficiencies and a lack of mastery of persuasive marketing language on packaging. This community service activity aims to reconstruct an effective division of labor based on HR governance mindset, build the capacity of practical skills in packaging copywriting and digital media, and change business behavior from conventional reactive to strategic proactive. The program is implemented with an Asset-Based Community Development (ABCD) approach through three main intervention stages, namely diagnosis and reconstruction of MSDM, co-creation and marketing language assistance, and the adoption of proactive behavior through coaching and market simulation. The results showed a significant socio-economic transformation, characterized by the implementation of labor division SOPs that increased production efficiency by 18%, as well as the adoption of new packaging and persuasive copywriting techniques that expanded market reach beyond the region and increased average turnover by 22% in two months. In addition, a new social institution was formed in the form of the "Prosperous Pugeran Chips Craftsmen Association" and the emergence of young local leaders as agents of the program's sustainability.

Lizy Marchelina Butarbutar; Nur Wulan Ramadhani

Jurnal Hukum dan Sosial Politik 2026 International Forum of Researchers and Lecturers

The pollution of the Ciliwung River caused by urban and commercial activities has become an increasingly critical environmental issue, reflecting the weak effectiveness of environmental law enforcement in urban areas. This condition is evident in the area surrounding Seasons City Mall, where ecological pressure resulting from domestic waste and commercial activities has contributed to the deterioration of river water quality. This study aims to analyze the implementation of environmental law enforcement, identify the obstacles to controlling pollution in the Ciliwung River, and formulate strategies for optimizing sustainable environmental protection. The research employs a qualitative approach using normative juridical and empirical methods through observation, interviews, documentation, and literature review. The findings reveal that environmental law enforcement has been implemented through administrative supervision and waste control mechanisms; however, its effectiveness remains limited due to weak inter-agency coordination, inadequate monitoring capacity, low compliance among business actors, and limited public participation. This study concludes that strengthening integrated supervision, enforcing consistent legal sanctions, and enhancing collaboration among government institutions, business sectors, and communities are essential to achieving sustainable pollution control and environmental protection of the Ciliwung River.

Abdul Rahman Hamid; Abdul Aziz Tambunan; Martini Anwar; Annisa Rahmi Faisal

Faedah : Jurnal Hasil Kegiatan Pengabdian Masyarakat Indonesia 2026 FKIP, Universitas Palangka Raya

This community service activity was carried out to strengthen the advocacy capacity of the Pari Island community, Seribu Islands, DKI Jakarta, in defending their rights to land and living space from corporate claims of control. The problems faced by the community are not only related to land disputes, but also include social pressure, community polarization, threats of eviction, economic weakening, and damage to coastal ecosystems due to reclamation activities. The community service activity was carried out through participatory dialogue, problem mapping, strengthening legal literacy, discussions on advocacy strategies, and the formulation of a sustainable assistance model with the community. The results of the activity indicate that the Pari Island community has carried out various forms of advocacy, including collective action, collaboration with civil society organizations, media publications, legal assistance, institutional complaints, and environmental advocacy. However, this advocacy still needs to be strengthened through internal consolidation, documentation of intimidation, strengthening the community economy, mangrove protection, and strengthening the community's mental health. This article offers the concept of advocacy for living space resilience as a model for assisting small island communities. This model combines legal, social, media, environmental, economic, psychological, and community-based documentation advocacy. With this approach, community service serves not only as an outreach activity but also as a socio-legal assistance process that strengthens community resilience in the face of long-term agrarian and ecological conflicts.

Minarsi Tihua; Widiastuti Ardiansyah; Susan Mokoolang; Ishak Korompot

Student Scientific Creativity Journal 2026 Pusat Riset dan Inovasi Nasional

This study examines the role of extension agents in supporting the success of beef cattle farmer groups in Tabongo District, Gorontalo Regency. The success of farmer groups is influenced not only by livestock potential, but also by the effectiveness of extension services, institutional capacity, and farmers’ willingness to adopt improved farming practices. Using an explanatory approach, the study collected primary data from 50 members of beef cattle farmer groups across nine villages through a Likert-scale questionnaire. Data were analyzed using descriptive statistics, validity and reliability tests, classical assumption tests, and multiple linear regression. The descriptive findings show that extension agents performed well as educators, facilitators, motivators, dynamizers, and catalysts. However, the catalyst role was excluded from the regression model because its indicators were invalid. Partially, only the motivator role had a significant effect on group success, with a coefficient of 1.683, t-value of 4.758, and significance value of 0.000. The educator, facilitator, and dynamizer roles showed positive but insignificant effects. Simultaneously, the roles of extension agents significantly influenced group success, with an F-value of 9.474 and significance value of 0.000. The R Square value of 0.457 indicates that extension agents explained 45.7% of group success.

D. Rupindara, Kriatian; Lukas Benu , Fredrik; Huri Wulakada, Hamza

Jurnal Riset sosial humaniora, dan Pendidikan (Soshumdik) 2026 LPPM Universitas 17 Agustus 1945 Semarang

The Family Hope Program (Program Keluarga Harapan/PKH) is Indonesia's primary conditional cash transfer (CCT) scheme for poverty alleviation. This study examines PKH effectiveness in improving household welfare among beneficiaries in Oebobo District, Kupang City, East Nusa Tenggara (NTT), employing a Three-Stage Least Squares (3SLS) simultaneous equation approach. The analysis integrates a Gender Equality, Disability, and Social Inclusion (GEDSI) perspective to evaluate Access, Participation, Control, and Benefit (APCB) dimensions for vulnerable groups. A mixed-methods explanatory sequential design was applied to 151 beneficiary households selected via proportional sampling across three urban sub-districts. The 3SLS estimations establish that targeting accuracy (X1) and economic empowerment (X3) are the most significant determinants of PKH effectiveness; PKH effectiveness (Y1) strongly shapes household governance (Y2) through the Family Capacity Building Meetings (P2K2) mechanism; and PKH effectiveness is the dominant determinant of household welfare (Y3), with a near-unity coefficient (β=0.97). GEDSI analysis reveals that female-headed households, the elderly, and persons with disabilities face compounding vulnerabilities inadequately addressed by current program design. The study recommends strengthening data verification systems, embedding economic empowerment as a core pillar, and adopting differentiated targeting based on intersectional vulnerability profiles.

Rustanto, Bambang; Suhanda, Edi; Kartika, Tuti; Istyawan, Aryohaji; Pribowo

Jurnal Riset sosial humaniora, dan Pendidikan (Soshumdik) 2026 LPPM Universitas 17 Agustus 1945 Semarang

Women who simultaneously assume dual roles as employees and household managers face complex social and structural pressures, particularly in urban areas such as Dago Subdistrict, Bandung City. Spousal social support serves as a crucial factor in sustaining the continuity of these dual roles. This study aims to identify the forms and intensity of social support provided by husbands to their wives within the context of dual-role management. A descriptive survey was conducted involving 50 married working women, selected through a two-stage cluster random sampling technique across five neighborhood units (RW), complemented by in-depth interviews with five husband–wife pairs using purposive sampling. The findings indicate that most husbands provide a high level of social support, encompassing emotional, instrumental, informational, and appraisal dimensions. Such support plays a significant role in reducing role conflict, strengthening psychological resilience, and enhancing women’s adaptive capacity in balancing domestic and public responsibilities. In conclusion, the active involvement of husbands reflects a shift toward a more egalitarian household partnership model, contributing to well-being and fostering family resilience.

Nulmunir, Lukman; Mulyaningsih; Zaenal Mutaqin, Aip; Akbar, Gugun Geusan

Jurnal Riset sosial humaniora, dan Pendidikan (Soshumdik) 2026 LPPM Universitas 17 Agustus 1945 Semarang

This study aims to examine the implementation of Continuous Improvement (CI) within the Plan–Do–Check–Act (PDCA) framework at the village government level, focusing on governance, community engagement, and livelihood sustainability. The study employed a qualitative approach with an interpretive case study strategy, through document review and in-depth interviews. The results indicate that CI practices at the village level are contextual and adaptive, and most closely align with the incremental (Kaizen) approach that emphasizes incremental improvement, community participation, and continuous learning. The PDCA cycle serves as a reflective mechanism that allows village governments and communities to adjust policies and programs based on empirical evaluation and social feedback. Theoretically, these findings extend the study of CI in the local public sector by emphasizing its relevance to village governance. Practically, this study demonstrates that strengthening documentation, data-driven evaluation, and human resource capacity are key to CI sustainability at the village level.

Arthur Jonathan Purba; Siti Hazzah Nur. R

Lembaga Pengembangan Kinerja Dosen 2026 Lembaga Pengembangan Kinerja Dosen

Government procurement plays a strategic role in supporting effective, efficient, transparent, and accountable public administration. To promote procurement reform, the government has implemented an electronic procurement system through the Electronic Procurement Service (LPSE). The implementation of the Electronic Procurement System (SPSE) in Pematang Siantar City aims to improve procurement quality, reduce irregularities, and accelerate the delivery of goods and services. However, several challenges persist, including limited human resources capable of operating the system, technical disruptions, lack of outreach to local vendors, and weak coordination between the Procurement Unit (UKPBJ) and related agencies. This study aims to analyze the effectiveness of SPSE implementation in Pematang Siantar City. The research uses a descriptive qualitative approach. Data were collected through interviews with UKPBJ officials and procurement officers from several local government units, direct observation of procurement activities via SPSE, and documentation review. Data analysis employed Duncan’s effectiveness indicators: goal attainment, integration, and adaptation. The results show that SPSE implementation has not been fully effective. In terms of goal attainment, procurement processes follow established procedures, but delays still occur due to system disruptions and limited user competence. In terms of integration, coordination between UKPBJ and technical units remains suboptimal, affecting communication and oversight. Regarding adaptation, although the information technology infrastructure is adequate, human resource capacity is still limited. Therefore, improving human resources, strengthening coordination, and enhancing system reliability are necessary to achieve optimal effectiveness.

Indra Kristanto; Widiarina Widiarina; Bambang Junadi

Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika 2026 Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Public Wi-Fi services (Wifi_STAKat) at the State Catholic College of Pontianak continue to face technical issues, such as network speed and connection stability, as well as non-technical challenges, including the responsiveness of administrators to user complaints. This study aims to analyze user satisfaction based on the five Servqual dimensions and to map improvement priorities using the Importance–Performance Analysis (IPA) method. The relationship between Servqual and IPA is explained by mapping GAP values (perception–expectation) into the four IPA quadrants to determine the urgency level of service improvements. A 4-point Likert scale was used to avoid neutral responses and strengthen the clarity of respondents’ perceptions. The results show that all dimensions have negative GAP scores, particularly responsiveness and reliability, which are directly related to technical indicators (speed, stability, coverage) and non-technical factors (responsiveness to complaints, ease of access. The study recommends integrating an IT-based monitoring system and increasing network capacity to improve service quality.