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All Journal Parole: Journal of Linguistics and Education Jurnal Pendidikan dan Pembelajaran Khatulistiwa (JPPK) Jurnal Ekonomi : Journal of Economic Dimas: Jurnal Pemikiran Agama untuk Pemberdayaan Managament Insight: Jurnal Ilmiah Manajemen VISION Vision: Journal for Language and Foreign Language Learning International Journal of Artificial Intelligence Research The Indonesian Journal of Public Administration (IJPA) Jurnal Penelitian Pendidikan IPA (JPPIPA) Kinerja: Jurnal Ekonomi dan Manajemen Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Jurnal Basicedu JASa (Jurnal Akuntansi, Audit dan Sistem Informasi Akuntansi) JURNAL MANAJEMEN BISNIS JFIOnline EDUMATIC: Jurnal Pendidikan Informatika Jurnal Logistik Indonesia Majalah Ilmiah Bijak Transparansi Jurnal Ilmiah Ilmu Administrasi Jurnal Fundadikdas (Fundamental Pendidikan Dasar) JURNAL LENTERA BISNIS Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat Jurnal Ilmiah Manajemen Kesatuan TEKNOSIAR Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journal of English Teaching and Learning Issues Jurnal Anak Usia Dini Holistik Integratif (AUDHI) Jurnal Bisnisman : Riset Bisnis dan Manajemen JPM: JURNAL PENGABDIAN MASYARAKAT International Journal of Social Learning (IJSL) Arsitekno International Journal of Economy, Education and Entrepreneurship (IJE3) Indonesian Journal of Economy, Business, Entrepreneuship and Finance (IJEBEF) Empiricism Journal Warisan: Journal of History and Cultural Heritage Golden Ratio of Marketing and Applied Psychology of Business Golden Ratio of Mapping Idea and Literature Format Labatila: Jurnal Ilmu Ekonomi Islam EDUKIDS : Jurnal Inovasi Pendidikan Anak Usia Dini Economic Reviews Journal Jurnal Ilmu Akuntansi Mulawarman (JIAM) Jurnal Basicedu Jurnal Karya Abdi Masyarakat Neo Journal of economy and social humanities Jurnal Pendidikan Indonesia (Japendi) Journal of Public Power ABDI UNISAP: Jurnal Pengabdian Kepada Masyarakat El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam El-Mujtama: Jurnal Pengabdian Masyarakat Jurnal Indonesia : Manajemen Informatika dan Komunikasi Journal of Education, Social & Communication Studies Amwaluna: Jurnal Ekonomi dan Keuangan Syariah Journal of Ekonomics, Finance, and Management Studies Journal of Public Atestasi : Jurnal Ilmiah Akuntansi Journal of Moeslim Research Technik Journal of Selvicoltura Asean Journal of Multidisciplinary Sustainability Asean Islamic Studies in the World Sawala Cendekia: Jurnal Peneiltian Multidisiplin
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Journal : JURNAL LENTERA BISNIS

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PENGARUH KUALITAS PENGADUAN, KECEPATAN PENANGANAN DAN KEPUASAN PENGGUNA TERHADAP EFEKTIVITAS FITUR PENGADUAN PLN MOBILE UP3 CIKOKOL Christover, Jean; Djati, Sunding Pantja; Mariam, Siti; Mahadewi, Erlina Puspitaloka
JURNAL LENTERA BISNIS Vol. 15 No. 1 (2026): JURNAL LENTERA BISNIS, JANUARI 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i1.2103

Abstract

In the digital era, public services have transformed through applications such as PLN Mobile. The effectiveness of its complaint feature is influenced by complaint quality, handling speed, and user satisfaction, with digital literacy serving as a moderator. This study aims to analyze the factors affecting the effectiveness of the complaint feature on the PLN Mobile application within the PLN UP3 Cikokol working area.Using purposive sampling, the study involved 120 respondents who are customers of PLN UP3 Cikokol. Data analysis was performed using PLS-SEM with smartpls 4 software. The results indicate that complaint quality, handling speed, and user satisfaction significantly influence complaint feature effectiveness. Notably, complaint quality has the strongest impact on user satisfaction compared to other relationships in the model. Furthermore, digital literacy does not significantly moderate the influence of complaint quality, handling speed, or user satisfaction on feature effectiveness. This suggests that the PLN Mobile complaint feature is sufficiently inclusive, ensuring its effectiveness is accessible to all users regardless of their digital proficiency levels.
PENGARUH LEADER MEMBER EXCHANGE, PSYCHOLOGICAL CAPITAL, DAN HUMAN RESOURCE PRACTICES TERHADAP EMPLOYEE RESILIENCE MELALUI EMPLOYEE ENGAGEMENT Sabrina, Salya Widya; Sutawidjaya, Ahmad Hidayat; Ramli, Abdul Haeba; Mariam, Siti
JURNAL LENTERA BISNIS Vol. 15 No. 2 (2026): JURNAL LENTERA BISNIS, Mei 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i2.2204

Abstract

This study examines the influence of Leader–Member Exchange, Psychological Capital, and Human Resource Practices on employee resilience, with employee engagement positioned as a mediating variable. The research was conducted at Universitas Terbuka Tangerang using a quantitative approach, involving a sample of 130 respondents. Data analysis was carried out using the Structural Equation Modeling (SEM) method through SmartPLS 4 software. The findings indicate that all three main variables significantly contribute to employee resilience. Furthermore, employee engagement is proven to act as a mediator that strengthens the relationships among these variables, confirming that optimizing workplace relationships and implementing effective HR policies are key to building resilience in the work environment. Theoretically, this research contributes to the development of organizational behavior studies, particularly regarding the role of Leader–Member Exchange, Psychological Capital, and Human Resource Practices in increasing employee resilience in the context of distance learning-based higher education organizations. Practically, the results of this study can serve as a basis for organizations in designing adaptive human resource management strategies by improving the quality of working relationships between leaders and employees, strengthening psychological capital, and optimizing human resource management practices to increase employee resilience in facing changes and work pressures.
Co-Authors - Khaeruman Abdul Haeba Ramli Adisti Primi Wulan Aditya Halim Perdana Kusuma Putra Putra Adrifa, Zacky Putra Agung Aji Perdana Agung Edi Rustanto Ahdi Riyono Ahmad Suriansyah Ahmad Zainal Ajat Sudrajat Al Kausar, Al Kausar Ali, Zulfiqar Almansuri, Anton Amalia Sapriati Amrullah Amrullah Anak Agung Ketut Diatmika Ardhana, Nugroho Aji Arif, Zaenal Arifah, Muhammad Syahroni Arifin, Antoni Ludfi Arsyi Rizqia Amalia Aulia, Nur Nabila Azhar Nampira, Ardi Bagiastra, I Ketut Begum, Ayesha bt Rushdi, Hashlina Budi, Erwanto Budi, Erwanto Catur Kepirianto Cholifihani, Muhamad Cholifihani, Muhammad Christover, Jean Cornelius Rantelangi Damayanti, Si Luh Putu Dedi Junaedi, Dedi Defran, Hanif Muhammad Dewi Purnamasari Dewi, Maya Puspita Dihin Septyanto Din Azwar Uswatun Djati, Sunding Pantja Djoko Sutrisno Ekawati, Rosa Eni Rosnija Eric Hermawan Ernawati Ernawati Eros Rosmiati Evi Novita Evinovita, Evinovita Fadillah, Nida Sri Nur Fahrosa, Salsa Meisita Fatiani, Kurunul Ferry Diyanti Fika Aryani Hamidah, Asti Hendriadi, Hendriadi Hendriks, Pieter Herlina Herlina Hidayat, Yusup Rachmat I Ketut Suma I Wayan Suastra Ibnu Abni Lahaya Ida Bagus Putu Arnyana Ida Nurhaida Imelda Fajriati Indrajaya, Titus Irsan Tricahyadinata IRWANSYAH Irwansyah Irwansyah Ismaya, Sakti Brata Judijanto, Loso Juliana Juliana Kadafi, M. Amin Kalim, Muchamad Nur Kanaya, Aida Suni Khaeruman Khoidar Amirus Khoirunisa, Nurul Kusnadi Laela Fitriani, Baiq Laksana, I Putu Yoga Lutfiyah, Zalfa Waspa Ma'mun, Nadiah Macdhy, Reshanty Dea Nur Mahadewi, Erlina Puspitaloka Maharani, Alfiana Citra Majid Wajdi Maksum Radji Maratis, Jerry Ma’mun, Nadiah Megawaty Meidiyanty, Elvira Muhammad Nafi Annury, Muhammad Nafi Mustafa, Muhammad Naldo, Jufri Naldo Nefianto, Tirton Nuriska Utami, Annida Nurpadilah, Maila Oktavia, Kiki Nur Omar, Rina Haji Panji Kresna, Egi Petrus Jhon Alfred Depa Dede Pindiharti, Dewi Prakoso, Hauzan Afif Prasetyo, Wisnu Budi Pratama, Mario Putra Purbasari, U.K. Purnomo, Subekhi Hadi Purnomo, Suseno Hadi Raharjo Raharjo Rahayu Apriliaswati Rahayu, Astrid Raheem, Bareq Raad Ramadan, Sahrul Riyanti Riyanti Rohani, Laila Rois, Ajun Rojuaniah Rojuaniah Ropi Marlina Rozamuri, Arif Murti Rusdiah Iskandar Saadillah, Ramdhani Sabrina, Salya Widya Saputra, Radiansyah Harry Sari, Fitri Eka Sari, Hani Mayang Sayyidatul Fadlilah Septiningrum, Kartika Ayu Setyaningrum, Angela Selvia Shunhaji, Akhmad Silvester Masias Siso Sina, Muhammad Ibnu Sinaga, Samuel J. Siti Nurhidayati Siti Tarwiyah Sujatmiko, Anang Sumartana, I Made Suriyadi, Suriyadi Suroyo Suroyo Surryanto Djoko Waluyo Suryani, Devina Ratna Susanto Susanto Sutawidjaya, Ahmad Hidayat Sutawijaya, Ahmad Hidayat Syahla, Tamara Syech Idrus Tablante, Dennish Tablante, Dennish H. Thamanda, Dhea Rusli Toaha, Muhammad Uzma, Sidratul Muntaha Vikaliana, Resista Wicaksana, Harits Hijrah Widiyanti, Indri Ayu WIJAYA WIJAYA, WIJAYA Yogi Prihandoko Yohana, Erni Yolanna, Yolla Yusuf, Marwah