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All Journal ASKETIK: Jurnal Agama dan Perubahan Sosial Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Abdimas Indonesian Journal Asketik: Jurnal Agama dan Perubahan Sosial Dedication : Jurnal Pengabdian Masyarakat Jurnal Mediakita : Jurnal Komunikasi dan Penyiaran Islam Indonesian Journal of Innovation Multidisipliner Research Aksi Kita: Jurnal Pengabdian Kepada Masyarakat International Journal of Multidisciplinary Reseach
Nihayatus Sholichah
Fakultas Ilmu Administrasi Universitas Dr. Soetomo Surabaya
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences Other

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Implementation of the Malang Mbois App as a Super-App Innovation for Enhancing Public Service Effectiveness Imas Rostika; Ika Devy Pramudiana; Nihayatus Sholichah; Widyawati Widyawati
Indonesian Journal of Innovation Multidisipliner Research Vol. 2 No. 4 (2024): Oktober - Desember
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v2i4.256

Abstract

This study examines the implementation of the Malang Mbois app as a super-app innovation aimed at enhancing the effectiveness of public services in the city of Malang. The purpose of this research is to evaluate the extent to which the Malang Mbois app can meet expectations in improving public service efficiency and to identify the factors contributing to its success and the obstacles encountered in its implementation. A qualitative research method was employed, with data obtained from interviews with service users, city government stakeholders, and an analysis of the digital footprint of the app in daily operations. Diffusion of innovations theory served as the theoretical foundation to assess the five main characteristics of innovation: relative advantage, compatibility, complexity, trialability, and observability, all identified as key factors influencing the adoption rate of the Malang Mbois app. The findings indicate that the Malang Mbois app has successfully increased the effectiveness of public services, with 80% of users reporting enhanced satisfaction due to greater efficiency and transparency in services. Direct observation of the app demonstrated a significant reduction in the average waiting time from several weeks to just a few days for administrative processes such as business licensing. The study also identified several challenges, including the need for enhanced security infrastructure and training programs to improve digital literacy among users unfamiliar with technology. Based on these findings, it is recommended that the Malang city government intensifies efforts to integrate data, expand digital education programs, and strengthen the security of the app to support broader and sustained adoption of the Malang Mbois app. Implementing these recommendations can help address existing challenges and maximize the potential of the Malang Mbois app as an effective public service tool.
Innovation of Digital Communication in Public Complaint Services: The Case of the JAKI Application in the Smart Government Era Nurul Suhesti; Ika Devy Pramudiana; R Ayu Erni Jusnita; Nihayatus Sholichah
Mediakita Vol. 10 No. 2 (2026): Jurnal Mediakita : Jurnal Komunikasi dan Penyiaran Islam
Publisher : Fakultas Usluhuddin dan Dakwah UIN Syekh Wasil Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30762/mediakita.v10i2.3093

Abstract

The shift toward smart government has accelerated the digitalization of public services, yet empirical evidence on how digital communication innovations function as instruments of participatory governance remains limited. This study aims to analyze digital communication innovation through the JAKI (Jakarta Kini) application in public complaint services within the smart government framework of DKI Jakarta Province. Guided by a qualitative single instrumental case study design, data were gathered from 19 informants via in-depth interviews, structured non-participant observations, and document analysis. Informants included five CRM officers from Diskominfotik, six OPD staff members from three key agencies, and eight active JAKI users selected through purposive and snowball sampling. Data were analyzed using thematic content analysis and interpreted through the Van Meter and Van Horn policy implementation model. The findings reveal that JAKI has successfully shifted public complaint management from a one-way reporting mechanism to a two-way interactive system, evidenced by a 77.4% increase in report submissions from 98,177 (2021) to 174,147 (2024), with resolution rates consistently above 96%. However, the communication pattern, while technically interactive, has not yet achieved substantive symmetry because citizen feedback rarely influences formal policy revisions. Key determinants of implementation effectiveness include inter-agency coordination through the CRM system, implementer commitment across OPDs, and citizens' digital literacy levels. This study concludes that JAKI represents a meaningful innovation in participatory governance. However, sustained effectiveness requires stronger OPD capacity, equitable digital access for vulnerable groups, and institutionalized feedback mechanisms that translate complaint data into evidence-based policy decisions.
Pendampingan Dan Edukasi Penggunaan Customer Service Mobile KAI Sebagai Inovasi Layanan Prima pada Angkutan Lebaran Raditya Adi Kartika; Ika Devy Pramudiana; Nihayatus Sholichah; Sri Kamariyah; Widyawati
Aksi Kita: Jurnal Pengabdian kepada Masyarakat Vol. 1 No. 4 (2025): JULI-AGUSTUS
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/9fm8b356

Abstract

Peranan customer service sebagai wajah perusahaan menjadi sangat penting dalam usaha mendapatkan dan mempertahankan pelanggan. Diadakannya customer service mobile di PT Kereta Api Indonesia pada masa angkutan lebaran yaitu untuk memberikan pelayanan yang terbaik kepada pelanggan berupa segala bentuk informasi mengenai PT. Kereta Api Indonesia dan mendengarkan keluhannya serta memberikan mereka Solusi. Customer service mobile bertanggung jawab untuk memberikan informasi serta pelayanan kepada pelanggan sehubungan dengan berbagai informasi mengenai seputar perjalanan kereta api. Layanan customer service mobile juga membantu untuk memecah terjadinya antrian baik dalam proses check in tiket, kedatangan kereta, penggunaan trolly untuk barang bawaan, dan lain sebagainya. Metode yang digunakan adalah memberikan pendampingan secara intensif dan berkelanjutan kepada mahasiswa peserta magang kerja dalam rentang waktu pelaksanaan kegiatannya. Adapun hasil pembahasan penelitian ini peran petugas Customer Service Mobile KAI mampu melaksanakan tugasnya sebagai pemberi informasi yang dibutuhkan oleh pelanggan kereta api disaat masa angkutan lebaran maupun memperkenalkan produk-produk yang diberikan oleh PT KAI. Pengabdian kepada masyarakat yang dilakukan mencakup empat tahap utama, yaitu tingkah laku sopan, cara penyampaian informasi yang tepat sasaran, waktu penyampaian yang sesuai, dan keramahan. Peneliti melayani pelanggan kereta api dengan sikap sesuai SOP agar informasi yang diberikan memuaskan. Informasi atau tindakan ini diberikan sesuai kebutuhan pelanggan kereta api, seperti pemesanan ataupun pembatalan tiket kereta api, pemesanan e-porter. Penyampaian informasi disesuaikan dengan kondisi penumpang, apakah terburu-buru atau tidak. Dalam hal keramahan, petugas Customer Service Mobile selalu menerapkan prinsip 7S saat melayani pelanggan.
Peran Fasilitator Puspaga dalam Pelaksanaan Sosialisasi Parenting dan Sekolah Orang Tua Hebat (SOTH) di DP3APPKB Kota Surabaya Alifatul Reniwati Zumroh; Sri Kamariyah; Nihayatus Sholichah; Kristyan Dwijosusilo; Widyawati Widyawati; Zainal Fatah; Dandi Patrija Wirawan
Abdimas Indonesian Journal Vol. 6 No. 1 (2026)
Publisher : Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/aij.1352

Abstract

Child parenting is a crucial aspect in supporting optimal child development; however, it continues to face various challenges, including limited parental knowledge, low family communication skills, and the persistence of violence against children. The Surabaya City Government, in collaboration with the National Population and Family Planning Board (BKKBN), initiated the Sekolah Orang Tua Hebat (SOTH) Program as a family-based educational intervention implemented through the Pusat Pembelajaran Keluarga (PUSPAGA) services. This community service article aims to describe the role of PUSPAGA facilitators in the implementation of parenting socialization and the SOTH Program at DP3APPKB Surabaya City, particularly through the involvement of students from the Certified Internship and Independent Study Program (MSIB) Batch 5 at the neighborhood (Balai RW) level in Margorejo Sub-district. A participatory approach was employed by directly involving students in socialization activities and educational assistance within the community. The results indicate an improvement in parents’ understanding and awareness of positive parenting practices, effective family communication, and the prevention of child and adolescent issues. Furthermore, the involvement of MSIB students strengthened the role of PUSPAGA facilitators as a bridge between government policies and community needs at the local level.
ANALYSIS OF THE DIGITAL SERVICE QUALITY OF THE MYICON+ APPLICATION IN SUPPORTING THE DIGITAL TRANSFORMATION OF PUBLIC SERVICES AT PT PLN ICON PLUS Whimar Admojo; Sri Kamariyah; Ika Devy pramudiana; Nihayatus Sholichah
International Journal of Multidisciplinary Reseach Vol. 2 No. 3 (2026): June
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

The digital transformation of public services in Indonesia increasingly requires digital platforms that are not merely available, but also reliable, secure, responsive, and inclusive across the entire service journey. This study analyzes the digital service quality of the MyICON+ application in supporting public service digital transformation at PT PLN Icon Plus using the Electronic Service Quality (E-ServQual) framework, consisting of e-tangibility, reliability, responsiveness, assurance, and empathy. The study employs a descriptive qualitative approach through in-depth interviews, non-participant observation, and documentary analysis of updated 2026 information from official PLN Icon Plus publications, Google Play, Apple App Store, and ICONNET service pages. The findings show that MyICON+ has progressed from a supporting application into a multi-channel service portal available through mobile and web access, with official functions covering complaint reporting, service-status monitoring, product management, billing history, and service information. Recent platform indicators such as more than one million downloads on Google Play, regular application updates, and a 4.1/5 rating from around 6.7 thousand ratings on the App Store indicate broader adoption and active maintenance. Nevertheless, the quality of digital transformation remains partial. Assurance is relatively strong due to institutional credibility, data-encryption claims, and information-security-related certifications, while reliability and responsiveness remain critical because users still report instability, delayed complaint handling, and inconsistent service-status accuracy. The study identifies a reinforced digital-facade phenomenon, in which visible digital access has improved faster than back-end process reliability and human-centered service recovery. The study recommends strengthening back-end infrastructure, harmonizing privacy communication, restructuring SLA monitoring, and developing a role-based digital empathy ecosystem.
VILLAGE-OWNED ENTERPRISE MANAGEMENT AND RURAL ECONOMIC INDEPENDENCE IN TABORE Sri Andayani; Nihayatus Sholichah; Ika Devy Pramudiana
International Journal of Multidisciplinary Reseach Vol. 2 No. 3 (2026): June
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

This study analyzes the effectiveness of Tabore Maju Bersama Village-Owned Enterprise (BUMDes) management and its contribution to the economic independence of Tabore Village, Mantangai District, Kapuas Regency, Central Kalimantan. A descriptive qualitative case-study design was used. Data were collected through in-depth interviews, observation, and documentation involving six informants: the village head, BUMDes director, treasurer, Village Consultative Body chair, district community-empowerment officer, and a community leader. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, while validity was established through source and technique triangulation. Duncan’s organizational-effectiveness framework—goal achievement, integration, and adaptation—and Friedmann’s community-empowerment perspective guided the analysis. The findings indicate that BUMDes management is moderately effective, although integration and adaptation remain weak. Village-generated revenue increased by 85.3% between 2021 and 2024, but fiscal dependence on central Village Funds remains high. Business diversification is limited, financial governance is not standardized, and community participation is largely passive. The study recommends standardized operating procedures, structured managerial training, improved transparency and participation, digital financial records, and more intensive district and regency-level assistance adapted to remote-area conditions.
ZERO WASTE PROGRAM TO SUPPORT SUSTAINABLE DEVELOPMENT GOALS (SDGS) IN URBAN AREAS Wasis Riyanto; Nihayatus Sholichah; Ika Devy pramudiana
International Journal of Multidisciplinary Reseach Vol. 2 No. 4 (2026): Agustus
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

Urban waste generation continues to rise along with population and consumption growth, while capacity management still relies on downstream handling so that waste reduction at the source remains suboptimal; this is the main problem underlying the study. This study aims to analyze the implementation of the zero waste program in Surabaya City and its contribution to achieving the Sustainable Development Goals (SDGs). A qualitative descriptive approach with a case study design was used. The population comprised waste management stakeholders in Surabaya City, with a sample of ten informants selected purposively, including environmental agency officials, field officers, 3R waste facility managers, waste bank administrators, environmental cadres, residents, business actors, collector partners, and academics. Data were collected through interviews, observation, and documentation, supplemented by 2024 secondary data, then analyzed using the Miles and Huberman interactive model through data reduction, data display, and conclusion drawing, and validated through triangulation. The results show that Surabaya manages approximately 99% of its waste, yet source reduction only reached 7.43% and residue at 3R facilities reached 47%, with a composition dominated by organic waste at 55.5%; community participation is the decisive factor for success. It is concluded that the zero waste program contributes to SDGs 11, 12, and 13, but its sustainability requires strengthening source separation, community education, and shifting the success indicator from the volume of waste handled toward the volume prevented, reused, and recycled
Co-Authors Alifatul Reniwati Zumroh Anik Yuesti Charity Oktoliya Dandi Patrija Wirawan Enggar Rahayu Putri Fedianty Augustinah Hakip Ika Devy Pramudiana Ika Devy Pramudiana Ika Devy Pramudiana Ika Devy Pramudiana Imas Rostika Kristyan Dwijosusilo Nurul Suhesti R Ayu Erni Jusnita Raditya Adi Kartika Sari Dewi Rambu Lika Sri Andayani Sri Kamariyah Sri Kamariyah Valeria Ulu Valeria Ulu Veronika Nugraheni Sri Lestari Wasis Riyanto Whimar Admojo Widyawati Widyawati Widyawati Zainal Fatah Zainal Fatah Zuhdi Ahmadi Rafiatma