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All Journal FORUM STATISTIKA DAN KOMPUTASI Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi LOSARI: Jurnal Pengabdian Kepada Masyarakat JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur Jurnal Progress Administrasi Publik (JPAP) Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) JRAP (Jurnal Riset Akuntansi dan Perpajakan) Journal of Artificial Intelligence and Digital Business Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Setia Mengabdi: Jurnal Pengabdian Kepada Masyarakat Competitive KarismaPro TGO Journal of Community Development Journal of Fundamental Management (JFM) Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik
Iwan Kurniawan
Politeknik STIA LAN Bandung
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Public Health Social Sciences Transportation Other

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Customer Satisfaction Index (CSI) sebagai Alat Ukur Kepuasan Peserta BPJS Ketenagakerjaan Cabang Bandung Suci Gustomo, Sheva Roga; Asri, Melati Dewi; Ravenska, Nanda; Kurniawan, Iwan
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 3 (2025): Agustus - October
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i3.2660

Abstract

This study aims to measure participant satisfaction with the services provided at the Bandung Suci Branch Office of BPJS Ketenagakerjaan and to formulate recommendations for service improvement. The research employed a descriptive quantitative method, with primary data collected through questionnaires distributed to 107 participants, complemented by field observations. The analysis was conducted using the Customer Satisfaction Index (CSI) approach with five indicators of customer satisfaction proposed by Kotler and Keller, namely product quality, service quality, emotional conditions, price, and cost. The findings indicate that participant satisfaction falls into the “fairly satisfied” category, with a CSI score of 61.82%. The lowest-performing dimensions include responsiveness, cost, empathy, reliability, product quality, and assurance. These results highlight the need for improvements, particularly in service speed and efficiency. As a follow-up, the study recommends a redesigned queuing system at the branch office to enhance service effectiveness and optimize participant satisfaction.
ANALISIS PENGELOLAAN ASET DALAM MENDUKUNG OPERASIONAL PELAYANAN DI MAL PELAYANAN PUBLIK KOTA CIMAHI Hermawati, Ema; Afandi, Muhamad Nur; Yustiono, Eris; Kurniawan, Iwan
Jurnal Progress Administrasi Publik Vol. 5 No. 2 (2025): Jurnal Progress Administrasi Publik (JPAP)
Publisher : Program Studi Administrasi Publik, FISIP, Universitas Tulang Bawang Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37090/61bet020

Abstract

Asset management is one of the important aspects in supporting the operational services at the Public Service Mall (MPP) of Cimahi City as a center for integrated services for the community. This research aims to analyze asset management at the MPP of Cimahi City. The research method used is descriptive qualitative with data collection techniques through interviews, observations, and documentation studies. The analysis is conducted using the asset management theory approach according to Siregar which includes five indicators: asset inventory, legal audit, asset valuation, asset optimization, and supervision and control. The results of the study indicate that asset management at the MPP of Cimahi City is already functioning quite well. However, several constraints were found, namely the presence of assets in several tenants that do not have asset inventory labeling, in addition, the inventory data regarding asset damage and loss is still minimal, and there are assets that have not been optimally utilized. The conclusion of this study is that asset management in the MPP of Cimahi City has generally supported operational services, but there are still constraints in the aspects of asset inventory and asset optimization. To address this, a digital reporting system is needed to record asset damage or loss in real time. Additionally, it is necessary to prepare clear and structured Standard Operating Procedures (SOP) regarding the management of regional-owned goods. The next effort involves socialization and education for tenant officers and related parties involved in asset management, including technical training in the operation of certain assets.   Keywords: Asset Management; Public Service Mall; Service Operation
PERAMALAN STRUCT THERMAL DAN STICKER THERMAL DI POS KANTOR CABANG UTAMA BANDUNG Elisa Salsabila, Nisa; Rahmawati, Ati; Kurniawan, Iwan; Wulandari Atur Rejeki, Putri
Competitive Vol. 20 No. 2 (2025): Jurnal Competitive
Publisher : PPM Universitas Logistik dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36618/competitive.v20i2.4385

Abstract

Penelitian ini menganalisis akurasi peramalan persediaan struct thermal Pospay dan sticker thermal cetak resi di PT Pos Kantor Cabang Utama Bandung. Permasalahan yang sering terjadi adalah stockout karena pengelolaan persediaan masih dilakukan secara manual. Tujuan penelitian ini untuk menganalisis akurasi peramalan, serta menghitung safety stock dan reorder point. Pendekatan yang digunakan adalah kuantitatif deskriptif, dengan metode Single Exponential Smoothing (SES) pada data bulanan dari Januari 2022 hingga Mei 2025. Hasilnya, untuk struct thermal Pospay, SES (α=0.2) menunjukkan akurasi "cukup" dengan MAPE 38,27%, hasil peramalan adalah 152 unit, safety stock 26 unit, dan reorder point 49 unit. Sementara untuk sticker thermal cetak resi, SES menunjukkan akurasi "rendah" (MAPE 54,07%), dengan hasil peramalan 107 unit, safety stock 22 unit, dan reorder point 38 unit. Rendahnya akurasi ini disebabkan oleh pola data yang sangat fluktuatif.
Strategi Pengembangan Desa Wisata melalui Pendekatan Analisis SWOT: Studi Kasus Tugu Utara, Kabupaten Bogor Iwan Kurniawan; Laksmi Fitriani; Melati Dewi Asri; Ramdani Priatna
Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik Vol 29, No 1 (2026)
Publisher : Pusat Pembelajaran dan Strategi Kebijakan Talenta Aparatur Sipil Negara Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31845/jwk.v29i1.1023

Abstract

This study explores the development strategy of Tugu Utara Tourism Village, Bogor Regency, using a SWOT analysis approach (Strengths, Weaknesses, Opportunities, Threats). The purpose of this research is to design an effective and sustainable strategy for rural tourism development by identifying the internal and external factors that influence it. The research method employed is a descriptive-qualitative approach, with data collection techniques including interviews, field observations, and document studies. The results indicate that Tugu Utara Village possesses abundant natural resources and high human resource potential but is still constrained by inadequate infrastructure, weak coordination among stakeholders, and limited financial support. The recommended strategy, based on the SWOT quadrant, is a diversification strategy that leverages existing strengths to address emerging threats. This research emphasizes the importance of collaboration between the community, government, and private partners in creating competitive and sustainable tourism products. The application of ecotourism principles has been gradually implemented as the foundation for developing the tourism village. In addition, enhancing human resource capacity, improving infrastructure, and utilizing information technology are key factors for the success of this strategy.
Peningkatan Pelayanan Publik: Pengelolaan Ekowisata Di Daerah Provinsi Yogyakarta Berdasakan Ulasan Sentimen Pengunjung Iwan Kurniawan
Jurnal Wacana Kinerja: Kajian Praktis-Akademis Kinerja dan Administrasi Pelayanan Publik Vol 27, No 2 (2024)
Publisher : Pusat Pembelajaran dan Strategi Kebijakan Talenta Aparatur Sipil Negara Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The development of ecotourism, especially in the Provinsi Yogyakarta region known for its rich natural and cultural potential, depends on the improvement of public services. The aim of this research is to identify the strengths and weaknesses in the public services provided by destination managers in Provinsi Yogyakarta through visitor sentiment analysis toward ecotourism in the area. Additionally, the purpose of this sentiment analysis is to explore whether visitors have a positive, negative, or neutral impression of these ecotourism attractions and to evaluate tourism management with various strategies for improvement. The research method uses a quantitative approach by collecting secondary data and processing it through sentiment analysis. The research findings show that tourist destinations in Provinsi Yogyakarta receive predominantly positive reviews, with 44 positive reviews compared to 11 negative ones. Beaches, mountains, museums, and temples are the most frequently visited destinations. Therefore, the development strategies should focus more on these four tourist destinations.
PENILAIAN FINANCIAL DISTRESS PADA PERUSAHAAN BADAN USAHA MILIK NEGARA (BUMN) TAHUN 2019-2024 Afifah Nur Maulinda; Nur Imam Taufik; Reni Wijayanti; Iwan Kurniawan
Journal of Fundamental Management (JFM) Vol. 5 No. 2 (2025): JULI 2025
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jfm.v5i2.34693

Abstract

Penelitian ini bertujuan menilai tingkat kesehatan dan mengidentifikasi potensi financial distress pada enam Badan Usaha Milik Negara (BUMN) yang terdaftar di Bursa Efek Indonesia (BEI) selama periode 2019–2024. Menggunakan metode deskriptif kuantitatif dengan pendekatan studi dokumentasi dan data sekunder, penilaian dilakukan berdasarkan Keputusan Menteri BUMN Nomor KEP-100/MBU/2002 melalui delapan rasio keuangan utama (ROE, ROI, Rasio Kas, Rasio Lancar, Collection Periods, Perputaran Persediaan, TATO, dan Rasio Total Modal Sendiri terhadap Total Aset). Hasil studi menunjukkan dua BUMN sehat, dua kurang sehat, dan dua mengalami financial distress, dengan penurunan tingkat kesehatan terutama dipengaruhi oleh rendahnya rasio profitabilitas dan likuiditas. Penelitian ini juga memberikan rekomendasi strategis bagi BUMN, investor, dan pemerintah untuk peningkatan kinerja keuangan dan pencegahan krisis.
Cerdas Literasi Keuangan: Edukasi Gemar Menabung dan Pencegahan Pinjaman Ilegal di Desa Pamulihan Kabupaten Sumedang Iwan Kurniawan; Laksmi Fitriani; Ati Rahmawati; Euis Nurmalia; Ramdani Priatna; Edah Jubaedah; Tetty Kurniati
LOSARI: Jurnal Pengabdian Kepada Masyarakat Vol. 7 No. 2 (2025): Desember 2025
Publisher : LOSARI DIGITAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53860/losari.v7i2.484

Abstract

The low level of financial literacy among rural communities, particularly in Pamulihan Village, Sumedang Regency, has created challenges in household financial management and increased vulnerability to illegal lending practices. This community service project focused on fostering saving awareness from an early age and raising public caution against illegal loans. The program was conducted by the Community Service Team of Politeknik STIA LAN Bandung, involving early childhood students of PAUD Khairunnisa and their parents as the target group. The method applied was a participatory-educative approach through interactive lectures, group discussions, and quiz-based evaluations to measure participants’ understanding. The results indicate improved knowledge among participants regarding types of savings, saving practices, and characteristics of illegal loans. Furthermore, a collective awareness emerged to start saving regularly and to avoid illegal borrowing, along with the initiation of family saving groups by participants. These findings highlight the beginning of a social transformation toward wiser and more sustainable financial behavior.
The Enhancing Strategic Planning Capacity through Data Validation and Administrative Analysis: A Community Service Initiative Alya Rihadatul Aisy; Iwan Kurniawan; Saekul Anwar
TGO Journal of Community Development Vol. 3 No. 2 (2025): July - December
Publisher : Trescode Green Organization

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56070/jcd.v3i2.408

Abstract

This Community Service (PKM) activity aims to provide guidance on and describe the administrative planning analysis process involved in drafting the 2025–2029 Strategic Plan (Renstra) for the West Java Province Library and Archives Agency (Dispusipda). Drafting a Strategic Plan is a crucial component of local government governance, serving to define the direction of medium-term policies, programs, and activities. The study employs a descriptive qualitative method based on field-based guidance activities, encompassing participant observation, document review, and activity documentation. Data analysis was conducted using the Miles and Huberman interactive model, utilizing analytical tools such as problem/decision trees, fishbone analysis, and cascading analysis. The guidance process revealed that drafting the Strategic Plan involved formulating strategic issues in the library and archives sector, aligning performance targets and indicators, and adjusting data within the digital planning application (Japati). Key challenges included data source inconsistencies and variations in information structures across activities. Through this guidance activity, these challenges were addressed by strengthening data governance, enhancing cross-unit coordination, and implementing multi-layered data verification and validation. This Community Service activity makes a tangible contribution to improving the quality of public planning governance and ensuring the validity of regional planning documents.
PENDEKATAN LEAN SUPPLY CHAIN MANAGEMENT PADA PENGELOLAAN DISTRIBUSI DAN PERSEDIAAN PROGRAM RUMAH PANGAN KITA (RPK) PERUM BULOG DI KOTA BANDUNG Lulu Sani Ardiani; Iwan Kurniawan; Euis Nurmalia; Caesar Octoviandy Purba
KarismaPro Vol. 17 No. 01 (2026): Karismapro
Publisher : Program Studi Manajemen, Universitas Al Ghifari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53675/rb0vr544

Abstract

The Rumah Pangan Kita (RPK) program is a strategic initiative implemented by Perum Bulog to enhance food security by bringing food distribution closer to the public. RPK serves as a distribution partner that connects the government with consumers more effectively; however, its implementation still faces challenges such as supply delays, which indicate potential waste in the supply chain. This study aims to describe the application of Lean Supply Chain Management in the management of RPK distribution and inventory in the city of Bandung. A mixed-methods approach was used, specifically a sequential exploratory study, with data collected through interviews, observations, and documentation from Perum Bulog and three RPK partners representing high, medium, and low transaction volumes. The analysis was conducted using the five principles of Lean Supply Chain Management, namely Define Value, Value Stream Mapping, Flow, Pull System, and Perfection, and was supported by the identification of the Seven Wastes. The research findings indicate that the implementation of Lean Supply Chain Management in the distribution process of the Rumah Pangan Kita Program has been quite successful. However, waste—primarily in the form of waiting time was still identified, caused by digital system synchronization issues, network disruptions, transaction approval queues, and delays in commodity fulfillment under certain conditions. Therefore, proposed improvements focus on reducing waiting times through the optimization of digital systems, enhanced interdepartmental coordination, and better inventory management to make the distribution process more effective and efficient.
PENINGKATAN KUALITAS PELAYANAN MELALUI OPTIMALISASI PENANGANAN KELUHAN NASABAH PADA PT PEGADAIAN UPC CIJERAH KOTA BANDUNG Aliya Rahmasari; Iwan Kurniawan; Eris Yustiono; Anggi Syahadat Harahap
KarismaPro Vol. 17 No. 01 (2026): Karismapro
Publisher : Program Studi Manajemen, Universitas Al Ghifari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53675/6yh9gq68

Abstract

Complaint handling is one of the measures that can be taken to improve service quality. However, the implementation of complaint handling at PT Pegadaian UPC Cijerah still faces challenges, particularly in documenting complaints submitted directly by customers. This study aims to describe the implementation of customer complaint handling, identify the obstacles encountered, examine its relationship with service quality, and formulate recommendations for optimizing complaint handling at PT Pegadaian UPC Cijerah in Bandung City. This study uses a qualitative method with a case study approach. Data were collected through observation, interviews, and documentation involving three internal informants and ten customers selected through purposive sampling. The results indicate that complaint handling has been carried out fairly well through the stages of receiving, recording, processing, responding to and resolving, and evaluating complaints. However, several obstacles remain, including suboptimal recording of direct complaints, changes in customer contact information, and increased customer volume during certain periods. Prompt, responsive, and communicative complaint handling contributes to better service quality. The research output is a digital PEKA (Customer Complaint Recording) form based on Google Forms to support more systematic complaint documentation, monitoring, and evaluation. Thus, complaint handling at PT Pegadaian UPC Cijerah has been implemented fairly well but still needs optimization, particularly in complaint recording and documentation.
Co-Authors Adhika Bergi Nugroho Afandi, Muhamad Nur Afifah Nur Maulinda Agus Rahayu Aliya Rahmasari Alya Rihadatul Aisy Anang Kurnia Anggi Syahadat Harahap Asri, Melati Dewi Ati Rahmawati Bagus Sartono Budi Setiawan Setiawan Caesar Octoviandy Purba Dwiputrianti, Septiana Edah Jubaedah Elisa Salsabila, Nisa Euis Nurmalia Euis Nurmalia Fandi Ahmad Fitriani, Laksmi Gustomo, Sheva Roga Hasna Ruwaidah Nikmatullah Heny Hendrayati Hermawati, Ema Ikaputera Waspada, Ikaputera Islam, Varih Rizky Laksmi Fitriani Laksmi Fitriani Lulu Sani Ardiani Maya Sari Melati Dewi Asri Muhammad Nur Afandi Nanda Ravenska Nur Imam Taufik Puspita, Gita Cahyani Rahmawati, Ati Raisa Rafifiti Choerunnisa Ramdani Priatna Reni Wijayanti Rosalinda Fatrianingsih Saekul Anwar Sarah Asrina Rangkuti Tetty Kurniati Wulandari Atur Rejeki, Putri Yustiono, Eris Yustiono