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All Journal TSARWATICA (Islamic Economic, Accounting, and Management Journal) International Journal of Applied Finance and Business Studies
Sari, Ade Kurnia
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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THE CHALLENGE DIGITALISATION OF PENSION FUND SERVICES FOR ELDERLY PENSIONERS: EVALUATION OF THE USE OF DAPENBUN ONLINE APPLICATION AT PTPN III MEDAN Sari, Ade Kurnia; dia, wid; Lestari Nasution, Annio Indah
TSARWATICA (Islamic Economic, Accounting, and Management Journal) Vol. 6 No. 2 (2025)
Publisher : STIESA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35310/tsarwatica.v6i2.1383

Abstract

Digitalisation has been a key driver in the transformation of Indonesia's financial sector and pension services, but elderly retirees face various obstacles, such as low digital literacy, limited internet access, and physical difficulties in using technology. This article discusses the challenges of digitalisation of pension fund services for elderly retirees through an evaluation of the use of the Dapenbun Online application at PTPN III Medan. This research uses a descriptive qualitative approach with data collection techniques through observation, in-depth interviews, and documentation studies. The results show that although the Dapenbun Online application offers easy access to information and pension claims, it still has various challenges. Therefore, this article recommends solutions such as ball pick-up services, development of telephone services, and training to improve technological understanding among retirees, in order to create a more inclusive and responsive service to the needs of elderly retirees.
Analysis of administrative service quality in ensuring the accuracy of pension benefit payments at PTPN IV regional 1 Sari, Ade Kurnia; Nasution, Annio Indah Lestari; Nurlaila, Nurlaila
International Journal of Applied Finance and Business Studies Vol. 13 No. 3 (2025): Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v13i3.407

Abstract

This study aims to analyze the quality of administrative services in ensuring the accuracy of pension benefit payments at PTPN IV Regional 1 by using a descriptive qualitative approach through interviews and observations. The background of this research stems from the importance of administrative service effectiveness in ensuring the welfare of retirees as part of sustainable human resource governance. The quality of administrative services is a strategic factor in building public trust and ensuring that retirees’ financial rights are fulfilled accurately and on time. The results show that, in general, administrative services have been carried out in accordance with standards, particularly in terms of payment timeliness, compliance with administrative procedures, and the reliability of digital systems. However, several challenges remain, such as limited digital literacy among elderly participants, technical issues in the application, and insufficient staffing, making the services less responsive. This condition indicates a gap between service standards and the capabilities of some participants, requiring optimization strategies such as personalized assistance, automatic reminder systems, manual service alternatives, and human resource capacity building to make services more inclusive, adaptive, and capable of ensuring accurate pension payments sustainably. Theoretically, this study contributes to the development of the concept of public service quality within the context of pension administration, particularly regarding the dimensions of responsiveness and equitable access for vulnerable groups. Practically, the findings are expected to serve as a foundation for PTPN IV management in formulating policies to enhance digital-based administrative services that are more inclusive and participant satisfaction-oriented.
Co-Authors Achmad Sumbaryadi, Achmad dia, wid Heru Purwanto Lestari Nasution, Annio Indah Nasution, Annio Indah Lestari Nurlaila Nurlaila