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All Journal JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS (JHSSB) Review of Multidisciplinary Education, Culture and Pedagogy (ROMEO)
Erna Sukmawati
SMK Negeri 1 Malang, Indonesia
Humanities Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Development of Mobile Learning-Based Educational Media to Enhance Understanding of Service Quality in Customer Service Septia Rizky Widya Lestari; Andi Basuki; Erna Sukmawati
REVIEW OF MULTIDISCIPLINARY EDUCATION, CULTURE AND PEDAGOGY Vol. 5 No. 4 (2026): AUGUST
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/romeo.v5i4.2312

Abstract

In the modern business landscape, mastering service quality is a crucial competency for vocational graduates entering the workforce. This study aims to develop valid, practical, and effective mobile learning-based educational media to improve students’ understanding of service quality in customer service at SMK Negeri 1 Malang. The research problem focuses on students’ low understanding of the concept of customer service quality as well as the limitations of educational media that support flexible and interactive learning. This study employed the Research and Development (R&D) method using the 4D model, which includes the define, design, develop, and disseminate stages. The research subjects consisted of 10th-grade students in Class MPLB 2 at SMK Negeri 1 Malang. Data collection techniques included an expert validation questionnaire, a user response questionnaire, and pre- and post-tests. The results showed that the developed learning media was categorized as acceptable based on evaluations by subject matter experts and media experts. Furthermore, the media was deemed practical based on the students’ positive responses during the learning process. The effectiveness test results showed an increase in students’ understanding of service quality material, as indicated by N-Gain scores in the moderate to high categories. The findings suggest that mobile learning can serve as an alternative learning medium that supports more flexible, interactive, and contextual vocational learning in customer service courses at vocational high schools.
SINTAKSA Learning Media Innovation as a Simulation of Correspondence and Digital Archiving Workflows to Enhance Student Engagement in Office Management Nyoman Krisdiantoro; Andi Basuki; Erna Sukmawati
JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS Vol. 5 No. 3 (2026): MAY
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/jhssb.v5i3.2316

Abstract

The low student engagement in correspondence and archiving lessons within secondary vocational education, often exacerbated by digital device facility disparities, demands innovative, inclusive, and contextual learning media. This study aims to develop a digital simulation-based learning medium SINTAKSA (Sinergi Tata Kelola Surat dan Arsip) and evaluate its feasibility, practicality, and effectiveness in enhancing multidimensional student engagement. Using a Research and Development (R&D) method based on the systematic ADDIE model, this study involved 33 eleventh-grade Office Management students selected via purposive sampling. Data were collected using expert validation instruments, user practicality questionnaires, and a multidimensional student engagement scale measuring behavioral, emotional, and cognitive dimensions. The results demonstrated that the developed simulation media achieved high feasibility (83.75%) based on media and subject matter experts, and exceptional user practicality (93.71%). Crucially, student engagement significantly increased from a mean score of 71.84 to 84.01, with marked improvements in emotional (70.69 to 84.52), behavioral (71.55 to 83.57), and cognitive dimensions (73.28 to 83.94). These findings confirm that digital workflow simulations designed for multi-device accessibility can bridge infrastructural gaps, lower students’ cognitive load, and holistically elevate active learning behaviors in vocational education.
Co-Authors Andi Basuki Nyoman Krisdiantoro Septia Rizky Widya Lestari