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Ika Devy Pramudiana
Universitas Dr. Soetomo Surabaya
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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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.
EVALUATION OF PASSPORT SERVICE QUALITY THROUGH THE M-PASPOR APPLICATION IN SIMPLIFYING SERVICES AT THE CLASS I SPECIAL IMMIGRATION OFFICE, TPI SURABAYA Hafids Sutatak; Fedianty Augustinah; Ika Devy Pramudiana; Sri Kamariyah
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12182

Abstract

The development of information technology has driven the transformation of public services, including in the immigration sector, which is now transitioning to digitalization to improve efficiency. One of the innovations introduced is the M-Paspor application, which allows the public to apply for passports online to minimize classic issues such as long queues and bureaucratic inefficiencies. This study aims to evaluate the quality of passport services through the M-Paspor application at the Immigration Office Class I Special TPI Surabaya and identify challenges and opportunities in simplifying public services. The research employs a qualitative method to explore the perceptions and experiences of the public and immigration officers regarding the use of the M-Paspor application. Data were collected through in-depth interviews with passport applicants and immigration officers, as well as direct observations of service processes at the immigration office. The evaluation focuses on five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness, to provide a comprehensive understanding of the application's effectiveness in simplifying public services. The findings indicate that although the M-Paspor application has reduced some bureaucratic issues, several challenges remain, particularly concerning system reliability and the public's ability to use technology. Some users continue to face technical difficulties, such as frequent server errors, rapidly filled service quotas, and data entry errors that require them to repeat the registration process. The study concludes that while the M-Paspor application holds great potential to improve passport service quality, significant improvements in system stability, user education, and technological infrastructure are needed to achieve optimal results.
EVALUASI KEBIJAKAN PELAYANAN FEEDER WIRA-WIRI SEBAGAI TRANSPORTASI TERINTEGRASI DI KOTA SURABAYA Ryco Tarnuwardhana Putra; Alifatul Reniwati Zumroh; Ika Devy Pramudiana
Journal of Governance and Public Administration Vol. 3 No. 1 (2025): Desember
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jogapa.v3i1.3520

Abstract

Kebijakan Feeder Wira-Wiri Suroboyo merupakan upaya Pemerintah Kota Surabaya dalam meningkatkan keterjangkauan dan integrasi sistem transportasi publik, khususnya pada aspek first mile dan last mile menuju Suroboyo Bus. Penelitian ini bertujuan untuk mengevaluasi pelaksanaan kebijakan tersebut berdasarkan enam kriteria evaluasi kebijakan William N. Dunn, yaitu efektivitas, efisiensi, kecukupan, pemerataan, responsivitas, dan ketepatan. Penelitian menggunakan pendekatan kualitatif deskriptif dengan sumber data sekunder berupa regulasi, laporan kinerja Dinas Perhubungan, serta literatur ilmiah terkait kebijakan transportasi perkotaan. Analisis dilakukan dengan membandingkan tujuan kebijakan dengan capaian implementasi menggunakan kerangka evaluasi Dunn. Hasil penelitian menunjukkan bahwa layanan Feeder Wira-Wiri telah cukup efektif dalam meningkatkan aksesibilitas dan konektivitas antarmoda melalui pengoperasian 12 koridor dan 52 unit armada yang melayani sekitar 2.500 penumpang per hari. Dari aspek efisiensi, penggunaan armada berkapasitas kecil sesuai dengan karakteristik jalan lingkungan, meskipun frekuensi dan sinkronisasi jadwal masih perlu ditingkatkan. Aspek kecukupan dan pemerataan menunjukkan perluasan jangkauan layanan, namun distribusi armada antar koridor belum sepenuhnya seimbang. Responsivitas tercermin dari tingginya minat pengguna, sedangkan ketepatan kebijakan terlihat dari kemampuannya menjawab kebutuhan aksesibilitas kawasan permukiman menuju moda transportasi massal. Secara keseluruhan, kebijakan Feeder Wira-Wiri berkontribusi positif dalam mendukung sistem transportasi publik terintegrasi di Kota Surabaya, namun masih memerlukan penguatan integrasi operasional dan pemerataan layanan agar manfaat kebijakan dapat dirasakan secara optimal dan berkelanjutan.
The Quiet Quitting Phenomenon among State Civil Appa-ratus and Its Implications for the Effectiveness of Personnel Administration at the Regional Development Planning Agency of Sidoarjo Regency Yuli Ekowati; Ulul Albab; Ika Devy Pramudiana; Sapto Pramono
Dynamics Social : International Journal of Social Sciences and Communication Vol. 2 No. 3 (2026): International Journal of Social Sciences and Communication
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/dynamicssocial.v2i3.322

Abstract

The phenomenon of quiet quitting, defined as employees performing only at the minimum threshold of formal obligations without initiative or meaningful engagement, has emerged as a pressing global issue within bureaucratic governance. This study aims to analyze the manifestation of quiet quitting among the State Civil Apparatus (ASN), identify its contributing factors, and examine its implications for personnel administration effectiveness at the Regional Development Planning Agency (Bappeda) of Sidoarjo Regency. Employing a qualitative approach, data were collected through purposive in-depth interviews with six informants, non-participant observation, and document review. Data analysis utilized the interactive model of Miles, Huberman, and Saldaña (2014), with validity ensured through source and technique triangulation. Findings reveal that quiet quitting manifests across three dimensions of disengagement: physical, characterized by task-completion orientation without extra effort; cognitive, marked by presenteeism and learned helplessness; and emotional, reflected in apathy and avoidance-based work orientation. Contributing factors include career stagnation, imbalanced workload distribution, and insufficient recognition of ASN contributions, all of which represent breaches of the psychological contract. The implications are evident in declining productivity, service quality, and responsiveness. This study contributes to Indonesian public administration literature by documenting “silent normalization” and “contribution invisibility” as novel insights into quiet quitting within local government bureaucracy.
COLLABORATIVE GOVERNANCE IN STRENGTHENING SOCIAL COHESION: A CASE STUDY OF THE DEVELOPMENT OF BHINNEKA PARK AS AN INCLUSIVE PUBLIC SPACE IN SURABAYA CITY Alifatul Reniwati Zumroh; Ryco Tarnuwardhana Putra; 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 explores the dynamics of Collaborative Governance in strengthening social cohesion through the development of Bhinneka Park as an inclusive public space in Surabaya. Rapid urbanization in major Indonesian cities often leads to social fragmentation and the fading of interactions among heterogeneous residents. Addressing these modern urban challenges requires a shift from rigid top-down approaches to a collaborative paradigm involving the government, private sector, and civil society. This research utilizes a qualitative descriptive case study method, positioning the researcher as the key instrument to examine the depth of collaborative dynamics. Data collection was conducted through triangulation, including in-depth interviews with government officials, CSR representatives, academics, and marginalized groups, alongside participant observation and documentation. The findings indicate that the development of Bhinneka Park represents a significant paradigm shift toward a multi-stakeholder ecosystem where the Surabaya City Government acts as a facilitative leader. By integrating private sector capital through transparent Corporate Social Responsibility (CSR) schemes and involving local communities in the planning phase, the project has successfully built trust and shared understanding. Conceptually, the park serves as a "third space" that manifests spatial justice, particularly by providing standardized accessibility for people with disabilities, thus shifting their status from mere observers to invited subjects. Sociologically, Bhinneka Park functions as an organic peace laboratory that deconstructs identity stereotypes and reduces social prejudice through cross-identity interactions. This process strengthens bridging social capital, where residents from diverse ethnic, religious, and economic backgrounds feel a sense of belonging and equal rights to the city. The integration of participatory governance and non-discriminatory design effectively mitigates horizontal conflicts and urban fragmentation. Ultimately, the study concludes that resilient social cohesion can be achieved when public spaces are managed as inclusive ecosystems prioritizing dialogue, spatial justice, and cross-sector accountability. This collaborative model serves as a vital precedent for other cities in using public space development as a sustainable social integration strategy amidst modern polarization.
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.
CULTURE-BASED UMKM EMPOWERMENT THROUGH COLLABORATIVE GOVERNANCE: A CASE STUDY OF WIT-WITAN MARKET, ALASMALANG VILLAGE, BANYUWANGI Zahra Nurkhawarin; Ika Devy Pramudiana; Sapto Pramono; Sri Kamariyah
International Journal of Multidisciplinary Reseach Vol. 2 No. 3 (2026): June
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

This study aims to analyze the empowerment of culture-based MSMEs in Wit-Witan Market, Alasmalang Village, Banyuwangi Regency, from a state administration perspective. Wit-Witan Market is a local economic development model that integrates the preservation of the Osing Tribe's cultural identity with productive economic activities. Using a descriptive qualitative approach, this study examines how cultural capital in the form of traditional culinary, traditional clothing, and the concept of an environmentally friendly market is converted into economic capital with high bargaining power. The results show that empowerment in Wit-Witan Market applies a bottom-up scheme that places the community as the main actor, while the village government acts as a facilitator through collaborative governance involving Pokdarwis, BUMDes, and local residents. This integration has succeeded in creating a new economic space that improves community welfare without eliminating the authenticity of local traditions. However, this study also identified several crucial challenges, namely fluctuations in traders' income influenced by weather factors and seasonal visits, as well as the inconsistency of managerial capacity building and digital financial literacy programs from related agencies. Theoretically, the success of the Wit-Witan Market reflects the effectiveness of the implementation of Community-Based Tourism (CBT) and collaborative governance in creating sustainable economic independence. Although it has become a good practice in local wisdom-based economic development, it is necessary to strengthen the commitment to collaboration, continuously scheduled mentoring, and periodic evaluation to ensure the sustainability of the economic and social impacts for the local community in the future.
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
SERVICES OF THE SURABAYA CITY ENVIRONMENTAL SERVICE IN SUPPORTING SUSTAINABLE DEVELOPMENT THROUGH CONTROLLING WASTE INTO THE SEA Paulus Kohar; Sri Roekminiati; 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

This study aims to analyze the services of the Surabaya City Environmental Agency (DLH) in supporting sustainable development through controlling waste into the sea based on the principles of good governance. The background of this study is based on the urgency of the problem of coastal water pollution in Surabaya City due to the discharge of domestic and industrial waste that has not been fully controlled, resulting in a decline in the quality of the marine ecosystem and the welfare of coastal communities. This condition demands an in-depth evaluation of the quality of local government services in managing waste based on the principles of good governance. The study used a qualitative descriptive method with a case study approach. Data were obtained through in-depth interviews, field observations, and documentation, then analyzed using the interactive model of Miles, Huberman, and Saldaña. The results show that the transparency of the Surabaya City DLH services has been running quite well through the provision of information on digital media and socialization activities, although access to real-time environmental data is still limited. Service responsiveness is quite good with the availability of various public complaint channels, but is still hampered by limited personnel and monitoring technology. The effectiveness and efficiency of services are demonstrated by an increase in the Water Quality Index (IKA) from 52 in 2022 to 61 in 2025, as well as an increase in the number of communal wastewater treatment plants (WWTPs) from 48 to 79. The novelty of this research lies in the integrated analysis of three dimensions of good governance in the context of urban coastal waste management services in Surabaya, a context that has not been widely studied specifically in Indonesia.
Co-Authors Alifatul Reniwati Zumroh Alifatul Reniwati Zumroh Andri Purdiono Aris Sunarya Fedianty Augustinah Ghany Kusuma Wardhani Hafids Sutatak Haryati, Eny Joko Arianto Muhammad Bahrul Ghofar Nihayatus Sholichah Nihayatus Sholichah Paulus Kohar Raditya Adi Kartika Rosalina Mega Putri Ryco Tarnuwardhana Putra Sapto Pramono Servinus Manek Bria Sri Andayani Sri Kamariyah Sri Kamariyah Sri Roekminiati Ulul Albab Wasis Riyanto Whimar Admojo Widyawati Yuli Ekowati Zahra Nurkhawarin Zainal Fatah