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Rudy Mardianto; Erika Sastya Intan; Ratih Tyas Widara

Jurnal Riset Rumpun Ilmu Kedokteran 2025 Pusat riset dan Inovasi Nasional

Tuberculosis (TB) is an infectious disease that remains a global and national health problem, with Indonesia among the top three countries with the highest TB burden in the world. Long TB treatment often impacts the physical, social, emotional, functional, and spiritual aspects of patients, so measuring the quality of health is important in assessing the success of therapy comprehensively. This study aims to determine the description of the quality of health of Tuberculosis patients at Wava Husada Hospital Malang using the Functional Assessment of Chronic Illness Therapy Tuberculosis (FACIT-TB) instrument. This study is a descriptive study with a cross-sectional approach conducted on outpatient TB patients at Wava Husada Hospital Malang during June–August 2025. A total of 113 respondents who met the inclusion criteria were included. Data were obtained through the FACIT-TB questionnaire, which comprises five main variables: Physical Well-Being, Social/Family Well-Being, Emotional Well-Being, Functional Well-Being, and Spiritual Well-Being. The results showed that the majority of patients (53.1%) experienced moderate physical impairment, 73.5% had good social engagement, and 70.8% were emotionally stable. Fifty-four percent of respondents still had moderate functional impairment, while 45.1% were in the moderate spiritual impairment category. These findings indicate that although most patients demonstrated good emotional and social adaptation, physical, functional, and spiritual challenges remain that require further attention in healthcare. In conclusion, the overall quality of health of TB patients at Wava Husada Hospital in Malang is in the moderate category. These results underscore the importance of a multidimensional approach to TB patient management, emphasizing not only medical aspects but also psychosocial and spiritual support to improve therapy success and patient quality of life.

Wiwit Punagi Mukti; Aisyah lahdji; Nina Anggraeni Noviasari; Hema Dewi Anggraheny

Jurnal Riset Rumpun Ilmu Kedokteran 2025 Pusat riset dan Inovasi Nasional

Perceived Barrier Analysis Affecting the Interest of Women of Reproductive Age  in Participating in the Family Planning Program in The Working Area of The Jati 1 Health Center. The number of women participated in the family planning program in the Jati 1 Health Center work area was 12% while the target was 80%. One component of the HBM that discusses obstacles to family planning is perceived barriers. The purpose of this study was to analyze perceived barriers that influence the interest of women in participating in the family planning program in the Jati 1 Health Center work area. This research method uses a qualitative analytical description.The study was conducted in the Jati 1 Health Center work area in 2022. The number of main informants in this study was 4 respondents and 4 triangulation informants. The sampling method was snowball sampling. The results showed that women's interest in participating in the family planning program related to perceived barriers was fear of the side effects of family planning and myths believed by the surrounding community made women not interested in participating in the family planning program.This study concludes that there is an influence between knowledge about family planning, number of children, and husband's support on the interest of women in participating in the family planning program in the work area of Jati 1 Health Center.

Muhammad Irfan Shiddiq; Sayyed Zuhdi

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This research is entitled "Syair Ghayati Karya Karya Ibrahim Tuqan (Study of 'Arudh Science)" which aims to analyze the ghayati poetry by the Palestinian poet Ibrahim Tuqan using the science of 'arudh. The main focus of this research is to identify the patterns or bahr syi'riyyah used in the poetry and examine the various changes that appear in it. This research uses a qualitative descriptive method because the object of study is a literary text that is analyzed in depth, then the results are presented in the form of a narrative description. The data sources for this research were obtained through literature studies by reviewing books, journals, and other relevant documents. Based on the results of the analysis, Ibrahim Tuqan's ghayati poetry uses the raml majzu' pattern as the basic structure of the poetry. In addition, changes were also found in the form of zihaf khabn and zihaf 'illah which occurred in several parts of the verse, although there was no 'illah found in the entire poetry. Thus, this research shows how the application of the science of 'arudh can reveal the beauty and dynamics in classical Arabic literary works.

Muhammad Irfan Shiddiq; Sayyed Zuhdi

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This research is entitled "Syair Ghayati Karya Karya Ibrahim Tuqan (Study of 'Arudh Science)" which aims to analyze the ghayati poetry by the Palestinian poet Ibrahim Tuqan using the science of 'arudh. The main focus of this research is to identify the patterns or bahr syi'riyyah used in the poetry and examine the various changes that appear in it. This research uses a qualitative descriptive method because the object of study is a literary text that is analyzed in depth, then the results are presented in the form of a narrative description. The data sources for this research were obtained through literature studies by reviewing books, journals, and other relevant documents. Based on the results of the analysis, Ibrahim Tuqan's ghayati poetry uses the raml majzu' pattern as the basic structure of the poetry. In addition, changes were also found in the form of zihaf khabn and zihaf 'illah which occurred in several parts of the verse, although there was no 'illah found in the entire poetry. Thus, this research shows how the application of the science of 'arudh can reveal the beauty and dynamics in classical Arabic literary works.

Rotua Elvina Pakpahan; Friska Sembiring; Winda Triwayuli Sinaga

Nursing Applied Journal 2025 LPPM STIKES KESETIAKAWANAN SOSIAL INDONESIA

Introduction: Elementary school children play a very important role in the development stages of children in their middle and final stages of childhood. Children's emotional mental health can also influence their own future, and have a big impact on family, friends, teachers and society, because Parents need to supervise their children when using smartphones. The duration of smartphone use for children aged 3-S years is 1 hour per day and for children aged 6-18 years is 2 hours per day. Method:The design of this research is a quantitative descriptive design using a cross sectional approach. The samples for this research are 71 students using a total sampling technique. The measuring tool for this research used the SDQ (Strength & Difficulties Questionnaire) questionnaire. There are 5 categories or aspects of behavior that are measured to detect emotional mental health, namely emotional problems, behavioral problems, hyperactivity, peer problems, and prosocial, each category has 3 divisions, Normal Borderline, Abnormal. Result:The research results obtain are Normal 4 (5.6%), Borderline 62 (87.4%). Abnormal are 5 (7.0%). Conclusion:It is hoped that this research will provide input for elementary school children so that they can adapt to their environment. Parents also play a very important role for children so that children do not become addicted to smartphones.  

Ni Putu Helda Silpia Apriyani

Gemawisata: Jurnal Ilmiah Pariwisata 2025 Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia

This study aims to explore the meaning of hospitality as experienced by front office employees of five-star hotels in South Kuta, Bali, using a phenomenological approach. As the frontline in guest interactions, the subjective experience of employees significantly influences service quality, guest satisfaction, and the hotel's image. Data collection was carried out through semi-structured interviews with 18 informants, observation, and internal documentation. Data analysis followed a descriptive phenomenological procedure to produce rich contextual descriptions. The findings indicate that hospitality for front office employees is complex and influenced by both internal and external factors, including professional identity, emotional labor, and the quality of interpersonal relations with guests. Although existing theoretical frameworks are relevant, there are gaps between theory and practice in stress management and the effectiveness of compensation. Recommendations include the development of emotional training programs, non-financial rewards, and employee involvement in job redesign and retention strategies based on competence development. These strategies are expected to improve job satisfaction, service quality, and guest loyalty.

Amalia Azahra; Fadhil Muhammad Dzaki; Robbi Hardiansyah Manik; Juanda Pramu Yudistira; Wismanto Wismanto +1 more

Journal of Student Research 2025 Pusat Riset dan Inovasi Nasional

Ijtihad as a methodology for formulating Islamic law is an important approach in understanding and developing Islamic law. This journal discusses the definition of ijtihad, the basics of ijtihad, and its role in the context of social change and community needs. The purpose of this study is to see and explore how far our understanding of the role of ijtihad in responding to the challenges of Islamic law in the global era. This study uses a qualitative method by making books, magazines, articles, journals related to the research theme as the main reference in collecting data to be codified and then poured into a description. The results of the study show that ijtihad is not just reasoning, but also involves a deep understanding of legal sources such as the Qur'an and Hadith. In addition, this article describes the challenges and opportunities faced by mujtahids in the modern era, as well as the importance of ijtihad in overcoming contemporary problems. Thus, ijtihad is expected to contribute to producing laws that are relevant and responsive to the dynamics of society.  

Rashida Mutia; Syarifur Ridho; Taruna Ginting

Jurnal Transformasi Bisnis Digital 2025 Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

PT. Pelayaran Dwi Putra Laksana Batam operates in the sector of ship security services and shipping management (shipping agency), providing support for both domestic and international voyages. Its services include handling vessel arrival and departure permits, processing entry and exit permits for foreign crew members, renewing ship and crew certificates, and managing administrative procedures for seafarers’ sign-on and sign-off documentation. The document management process begins when crew members either sign a Sea Work Agreement (PKL) for employment on Indonesian-flagged ships or enter into a work agreement for service on foreign-flagged vessels. This paper employs field observation and literature review methods to present a comprehensive description of the document processing mechanisms at PT. Pelayaran Dwi Putra Laksana Batam based on operational requirements. The discussion focuses on outlining the workflow of seafarer book sign-on procedures, starting from the shipowner’s notification regarding scheduled crew changes to final administrative completion at the Batam Special KSOP Office. The sign-on document not only verifies the crew member’s official assignment but also functions as a record of their maritime service history. Common challenges include delays in information submission from shipowners, which can prevent timely sign-on and subsequently hinder vessel clearance. Therefore, strong coordination between shipping companies and regulatory agencies is essential to ensure effective fulfillment of responsibilities in managing crew documentation.

Dhuha Balqis Syahida Adira; Melani Khoirun Nisa; Haufa Dilla; Indah Berlianne Sulistyawati; Najma Sofi Yuliana +3 more

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This research analyses the effectiveness of descriptive text sentences on the January 2025 edition of Good News From Indonesia as a reading text feasibility. This research is motivated by the writer's analysis of sentences in descriptive texts that do not follow Indonesian language rules. This study aims to review the effectiveness of sentences in four description texts published on the Good News From Indonesia page, which are examined based on cohesion and coherence, word inefficiency, word inflexibility, and spelling errors, to produce more effective sentences, following Indonesian language rules. The method used in this research is a descriptive and theoretical approach using syntax to analyse the effectiveness of sentences. The analysis results in the 4 Good News From Indonesia description texts show several ineffective sentences, including word inefficiency, word inflexibility, spelling errors, and cohesion and coherence between sentences. With this research in analysing sentence effectiveness, it is hoped that it can increase readers' knowledge and insight into understanding the importance of effective sentences in descriptive texts.

Dhuha Balqis Syahida Adira; Melani Khoirun Nisa; Haufa Dilla; Indah Berlianne Sulistyawati; Najma Sofi Yuliana +3 more

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This research analyses the effectiveness of descriptive text sentences on the January 2025 edition of Good News From Indonesia as a reading text feasibility. This research is motivated by the writer's analysis of sentences in descriptive texts that do not follow Indonesian language rules. This study aims to review the effectiveness of sentences in four description texts published on the Good News From Indonesia page, which are examined based on cohesion and coherence, word inefficiency, word inflexibility, and spelling errors, to produce more effective sentences, following Indonesian language rules. The method used in this research is a descriptive and theoretical approach using syntax to analyse the effectiveness of sentences. The analysis results in the 4 Good News From Indonesia description texts show several ineffective sentences, including word inefficiency, word inflexibility, spelling errors, and cohesion and coherence between sentences. With this research in analysing sentence effectiveness, it is hoped that it can increase readers' knowledge and insight into understanding the importance of effective sentences in descriptive texts.

Adesty Lasally; Mirna Diansyah

Gemawisata: Jurnal Ilmiah Pariwisata 2025 Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia

Based on the researcher’s observations at The Westlake Resort Yogyakarta, particularly in the Food and Beverage Product Department within the Pastry Section, several issues and challenges were identified, namely the absence of a clearly established Standard Operating Procedure (SOP). It was therefore concluded that the SOP in the Pastry Section at The Westlake Resort Yogyakarta has not been properly designed or implemented. In order to determine in detail the design of the SOP to be applied in the Pastry Section, a study was conducted under the title “Designing Standard Operating Procedures (SOP) for Raw Materials and Product Quality: A Case Study of the Pastry Section at The Westlake Resort Yogyakarta.” The research employed a qualitative method with a descriptive approach. Sampling was carried out using purposive sampling with a non-probability technique, while data collection techniques included observation and interviews. Data analysis was conducted through four stages: data collection, data reduction, data presentation, and conclusion drawing. The results of the data analysis indicated that the SOP in the Pastry Section at The Westlake Resort Yogyakarta had not yet been established, and the proposed SOP design had not been fully implemented, nor did it meet the job description indicators of the pastry section as outlined by Suhardjito (2006), particularly in terms of raw materials and product quality. The study concludes that although the staff in the Pastry Section at The Westlake Resort Yogyakarta have SOPs in place, they do not fully comply with the specified indicators. Certain aspects, such as product quality and workplace hygiene, have not been consistently applied, thereby necessitating an evaluation and the formal establishment of SOPs.

Ni Luh Gede Meilantari; Made Henra Dwikarmawan Sudipa; Ni Wayan Meidariani; Miyawaki Toshiya; Ni Putu Libra Cahyani

Jurnal Pengabdian Sosial dan Kemanusiaan 2025 Lembaga Pengembangan Kinerja Dosen

The silver craft center in Sukawati District, Gianyar Regency, Bali faces significant challenges related to product marketing in the digital era. A heavy reliance on offline sales through exhibitions and tourists has resulted in slim profit margins for artisans, making their economic conditions highly vulnerable to fluctuations in visitor numbers. Additionally, silver artisans face difficulties in managing digital marketing, including limitations in writing attractive product descriptions, lack of understanding of product photography, and insufficient skills in managing social media and online stores. This situation adversely affects market reach, especially for international consumers who cannot access these products directly. To address these issues, the Japanese Literature Study Program at Mahasaraswati University Denpasar collaborated with Shitennoji University, Osaka, to conduct a community service program focused on mentoring digital marketing for silver craft products targeting the Japanese market, particularly with Yanyan Silver, one of the cooperative partners. The community service activities lasted for two months, beginning with observation and situation analysis on June 14, 2025, and concluding with evaluation at the end of August 2025. The Participatory Action Research (PAR) approach enabled active participation from artisans in every stage of the activity, from problem identification, planning, implementation, to evaluation. This approach ensures that the solutions produced are tailored to local needs and context. The marketing strategy employed used an integrated marketing mix covering product, price, promotion, and distribution through digital platforms. This facilitated easier customer access in Japan and enhanced Yanyan Silver’s brand awareness. These efforts positively impacted expanding market reach, improving the economic stability of artisans, and strengthening the competitiveness of silver craft products internationally, especially in the Japanese market.

Okie Pujianti, Okie Pujianti; Herry Susanto; Kurnia Wijayanti

Jurnal Ilmu Keperawatan dan Kebidanan 2025 Asosiasi Riset Ilmu Kesehatan Indonesia

Hospitalization in preschool children often causes anxiety due to several factors, such as unfamiliar environments, uncomfortable medical procedures, and separation from parents. This condition can negatively affect the child’s psychological state, which may influence both the healing process and adaptation during hospital care. Therefore, it is important to understand the description of anxiety experienced by children during hospitalization so that health workers can provide appropriate interventions. This study aimed to describe the anxiety caused by hospitalization among preschool children admitted to the Parkit Ward of Qolbu Insan Mulia (QIM) Hospital Batang. The study employed a descriptive quantitative design with a purposive sampling technique. A total of 65 preschool children aged 3–6 years who met the inclusion criteria were recruited as samples. The instrument used was the Spence Children’s Anxiety Scale (SCAS) Preschool Parent Report, which was completed by parents to assess the children’s level of anxiety. Data analysis was carried out using frequency distribution to present both the respondents’ characteristics and the level of anxiety. The results showed that most respondents were 5 years old (36.9%) and predominantly male (61.5%). A majority of the respondents had never been hospitalized before (63.1%), making hospitalization a first-time experience that could trigger anxiety. The highest proportion of anxiety levels was in the mild category (38.4%), followed by moderate anxiety (30.7%). Only a small proportion of children experienced severe anxiety. In conclusion, preschool children undergoing hospitalization in the Parkit Ward of QIM Hospital Batang mostly experienced mild to moderate anxiety. These findings provide an important overview for nursing staff in designing interventions to reduce children’s anxiety. Suggested approaches include play therapy, effective communication, and active parental involvement in the care process. With such strategies, it is expected that children’s anxiety can be reduced, making hospitalization a more adaptive experience that supports the recovery process.

Astrit Apriliana Putri; Ahmad Zakiudin; Yusriani Saleh Baso

Jurnal Ilmu Keperawatan dan Kebidanan 2025 Asosiasi Riset Ilmu Kesehatan Indonesia

A tumor is a collection of abnormal cells that develop due to excessive and uncontrolled cell division (Angkotasan & Vioneery, 2022). Currently, tumors are considered one of the leading causes of morbidity and mortality worldwide (Maryati, 2023). The purpose of this study is to provide an in-depth understanding and description of nursing care for Mr. T, a patient with a medical diagnosis of post-operative soft tissue tumor (STT) in the right arm, who was treated in Room Mawar 2 at RSUD dr. Soeselo, Tegal Regency, in accordance with standardized nursing care guidelines. This study employed a descriptive case study method, with data obtained through interviews, observations, physical examinations, and documentation reviews. Based on the case analysis, the patient’s main complaint was severe pain following surgery. Three priority nursing diagnoses were identified: acute pain, knowledge deficit related to the disease and its management, and risk of infection due to post-surgical wound. Nursing interventions were planned and implemented according to SDKI (Standar Diagnosa Keperawatan Indonesia), SIKI (Standar Intervensi Keperawatan Indonesia), and SLKI (Standar Luaran Keperawatan Indonesia), adapted to the patient’s condition. The interventions included pain management techniques, health education, wound care, and infection prevention strategies. The results showed that after the nursing care was carried out, the patient reported a decrease in pain intensity, demonstrated increased knowledge regarding his condition, and exhibited no signs of infection. This study highlights the importance of systematic nursing care in post-operative soft tissue tumor patients to reduce complications, promote recovery, and improve quality of life. The findings are expected to contribute as a reference for nursing practice and further research on tumor management in clinical settings.

Arif Rahman; Eja Armaz Hardi; M. Maulana Hamzah

Kajian Ekonomi dan Akuntansi Terapan 2025 Asosiasi Riset Ekonomi dan Akuntansi Indonesia

This study examines two main issues related to palm oil trading transactions in Kuala Keritang Village, Indragiri Hilir Regency, Riau Province. The first issue concerns the analysis of pricing mechanisms in palm oil trading, while the second focuses on the review of Islamic business ethics in such transactions. The objective of this research is to understand in detail how the price determination system operates in the local palm oil market and to assess the extent to which these trading practices align with the principles of Islamic business ethics. To address these issues, a qualitative descriptive method was employed. This approach was chosen because it allows for a comprehensive description of facts, data, and trading mechanisms while providing space for critical analysis in relation to Islamic values. Data were obtained through observation, interviews, and documentation, which were then described, analyzed, and discussed in order to answer the research questions thoroughly. The findings indicate that, in general, palm oil trading practices in Kuala Keritang Village are similar to other common trading systems, but they differ in terms of price-setting mechanisms. In practice, the price of palm oil is largely determined by buyers based on market conditions, which often creates injustice for farmers as sellers. From the perspective of Islamic business ethics, this practice does not fully comply with the principles of fairness, honesty, and mutual benefit, which are essential foundations of Islamic economic transactions. The study concludes that violations of Islamic business ethics principles, particularly regarding fairness in pricing, still occur in palm oil trading within the village. Therefore, improvements are needed in the transaction system so that palm oil trading in Kuala Keritang can be carried out in accordance with sharia principles, ensuring justice and mutual benefit for both sellers and buyers.

Ima Ismail

Jurnal Pendidikan Anak Usia Dini dan Kewarganegaraan 2025 Asosiasi Riset Ilmu Pendidikan Indonesia

This study aims to: 1) to determine the description of the science abilities of children in group B before treatment with the guided inquiry method at Pembina Bungi State Kindergarten, 2) To determine the description of the development of science abilities of children in group B using the guided inquiry method at Pembina Bungi State Kindergarten. The research technique is an experiment with the design of this study One Groups Pretest-Posttest Design. Data collection techniques used in the study are observation, testing and documentation. The subjects of this study were 10 children divided by the study conducted pretest and posttest. The results of this study indicate that 1) the science abilities of children in group B1 with the guided inquiry method have the highest achievement of developing very well at 79% and the lowest value of 58%, and the average value is 71.3%. 2) the results of the posttest of the science abilities of children in group B1, the highest achievement developed very well at 92%, the lowest achievement developed according to expectations at 71%, and the average was 84.6%. This shows the influence of students' science abilities when given the guided inquiry method in group B at Pembina Bungi State Kindergarten, Baubau City. Overall, the study concludes that the guided inquiry method is effective in improving early childhood science learning outcomes, particularly in enhancing curiosity, critical thinking, and problem-solving skills in the classroom context.

Sharah Efenda; Nidia Wulansari

Jurnal Manajemen Pariwisata dan Perhotelan 2025 International Forum of Researchers and Lecturers

Tourist motivation is an important element because it is the driving force for someone to do tourism activities. The younger generation has more potential in traveling because they are more active in knowing tourist attractions. The results of the pre-survey show that the Tarusan Kamang lake in Agam Regency is one of the favorite tourist attractions of generation Z. The purpose of this research is to find out what factors motivate and what factors dominate generation Z tourists visiting a tourist attraction. The method used in this research is descriptive quantitative. Analysis testing uses data tabulation, data description and factor analysis. Based on the results of this study, there are 4 new factors that motivate  generation Z tourists to visit  a tourist attractions, namely relaxation, amenities, location, educational opportunity.

Ahmad Sabiq Muizzudin; Sukarman Sukarman; Muh. Arif Jalaluddin Zuhri

This article discusses the importance of job analysis as a fundamental component of human resource management (HRM) within Islamic educational institutions in Indonesia. Using a qualitative approach based on a literature review, the study highlights the strategic role of job analysis in developing job descriptions, job specifications, and the professional development of human resources. Job analysis serves not only as an administrative tool but also contributes to institutional efficiency, the enhancement of educational quality, and the readiness of institutions to face global challenges and technological advancements. By systematically identifying and evaluating job roles and responsibilities, institutions can align their HR practices with organizational goals and the evolving demands of the educational sector. The application of analytical models such as the Position Analysis Questionnaire (PAQ), Functional Job Analysis (FJA), and the Job Characteristics Model ensures that job analysis is comprehensive and tailored to the specific needs of the institution. The article emphasizes that a results-oriented approach is more relevant for modern educational institutions, particularly those within Islamic settings. The findings indicate that the optimal implementation of job analysis can strengthen the governance of Islamic educational institutions, enhance their operational effectiveness, and improve the competitiveness of their human resources in the global education landscapes.

Aisah Sulaiman; Nur Chotimah; Rusli Hereng

Jurnal Riset Rumpun Ilmu Pendidikan 2025 Lembaga Pengembangan Kinerja Dosen

This study aims to determine the benefits of the internet as a learning resource for students in the Economics Education Study Program at Mahammadiyah University Maumere. This study uses a descriptive method with a qualitative approach. This study provides an accurate description and explanation of the conditions or phenomena encountered. Data collection techniques include observation, interviews, documentation, and triangulation. The research subjects are 12 students from the 2021 cohort of the Economics Education Program. The utilization of the internet as a learning resource for students in the Economics Education Program at Muhammadiyah University of Maumere plays a significant role because the internet provides easy and quick access to various information such as learning materials, scientific journals, e-books, educational videos, and relevant and supportive resources. This enables students to access the latest information and a variety of up-to-date topics. The research findings indicate that economics education students at Muhammadiyah University of Maumere actively utilize the internet to search for references, access e-books, journals, educational videos, and participate in online discussions. The use of platforms such as Google, YouTube, TikTok, and AI tools like ChatGPT aids in understanding course materials. Despite network challenges, students seek solutions by relocating or using the campus network. They tend to choose reliable learning sources, reflecting strong digital literacy skills. Overall, the use of the internet enhances students' motivation and academic performance, leading to improved outcomes

Gracia Irena Saputri; Puji Wahono; Suherdi Suherdi

Intellektika : Jurnal Ilmiah Mahasiswa 2025 STIKes Ibnu Sina Ajibarang

The increase in customer complaints in e-commerce services requires an effective excellent service strategy to maintain customer trust and loyalty. This study aims to analyze the complaint handling strategy at PT. XYZ. This study uses a descriptive qualitative method with in-depth interview techniques on four respondents who have different roles in customer service management. The results show that the most common complaints include product discrepancies, delivery delays, and slow refund processes. The main challenges include limitations in digital systems, interdepartmental coordination, and limited human resources. This study suggests optimizing customer service technology, strengthening internal coordination, and enhancing human resources to support 24/7 service and reinforce the company's image. Product discrepancies often arise from miscommunication between the sales and warehouse departments, leading to customers receiving products that do not match their expectations or the descriptions provided. Delivery delays are a common frustration, particularly during high-demand periods, affecting customer satisfaction and leading to negative reviews. Additionally, slow refund processes create frustration for customers, especially when dealing with returns or faulty products. These delays hinder the company's ability to provide excellent service and detract from the customer experience. One of the primary challenges identified in the study is the limitation in the digital systems used for customer service management. PT XYZ’s current system is not fully optimized to handle high volumes of complaints, leading to delays in responses and resolutions. Interdepartmental coordination is also a significant issue, as different departments such as logistics, sales, and customer service often operate in silos, making it difficult to resolve customer issues promptly.