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Articles

Analysis of the Effectiveness of Priority Customer Complaint Services at BNI Emerald Services Nurnabila, Zahra Akilah; Khumayah, Siti
Indonesian Journal of Advanced Research Vol. 5 No. 1 (2026): January 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijar.v5i1.16112

Abstract

This study examines the effectiveness of complaint handling for BNI Emerald priority customers at Bank BNI KCU Cirebon, where high service expectations contrast with ongoing issues such as slow resolution, inconsistent service quality, and limited follow-up communication. Using a descriptive qualitative approach, data were collected through interviews, observations, and documentation involving priority customers, relationship managers, and customer service officers. Analysis was guided by service effectiveness indicators (Gibson et al.) and complaint handling criteria (Johnston & Mehra). The findings show that while complaint handling follows established procedures, its effectiveness remains suboptimal, particularly in resolution timeliness, information transparency, and customer satisfaction. Staff competence and accessible complaint channels support service delivery, whereas layered escalation, limited personnel, and inconsistent communication hinder optimal performance.
Implementation of Waste Management Policy by the Environment Agency: A Case Study of Waste Transportation Equipment at the Gunung Santri Landfill, Cirebon Regency Nur Wahidin; Fernando Hakim; Siti Khumayah; Rahmayanti Rahmayanti
Jurnal Indonesia Sosial Teknologi Vol. 6 No. 8 (2025): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v6i8.9098

Abstract

Waste management is a crucial issue in urban environmental governance, particularly concerning the effectiveness of transportation systems to final disposal sites (FDS). This study aims to examine the implementation of waste management policies by the Cirebon Regency Environmental Agency, focusing on a case study of waste transportation vehicles at the Gunung Santri FDS. The approach used is qualitative, with a case study method to deeply explore the dynamics of policy implementation in the field. The analysis is conducted using George C. Edward III’s policy implementation theory, which includes four main variables: communication, resources, implementer disposition, and bureaucratic structure. Data is collected through in-depth interviews, participatory observation, and document analysis. The research findings indicate that the implementation of waste transportation policies still faces various challenges, such as limited fleet capacity, suboptimal distribution of transportation schedules, and weak coordination among technical departments within the DLH bureaucratic structure. However, there are also improvement efforts, including updates to transportation standard operating procedures (SOPs), procurement of new fleets, and the involvement of village officials in the transportation system. The conclusion of this study emphasizes the importance of strengthening resources and cross-sector communication, as well as the need to reformulate the operational system of transportation based on regional mapping and the frequency of waste generation. This study contributes in the form of technical policy recommendations for local governments and enriches the literature on the implementation of environmental policies at the local level.
Realizing Good Governance Through the Role of Regional Inspectorates: An Analysis of Stakeholder Perceptions in Brebes Regency Afwan Abdi Salam; Siti Khumayah; Sri Wulandari
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v11i3.63941

Abstract

The realization of good governance in local governments remains a persistent challenge, particularly in ensuring accountability, transparency, and effective internal supervision, as the role of the Regional Inspectorate, as part of the Government Internal Supervisory Apparatus (APIP), is often constrained by structural limitations and diverse stakeholder expectations. This study aims to analyze stakeholder perceptions of the role of the Regional Inspectorate in realizing good governance in Brebes Regency and to identify key obstacles that shape these perceptions. Using a qualitative descriptive approach, data were collected through in-depth, semi-structured interviews, observation, and document analysis involving purposively selected informants from internal government institutions, village administrations, law enforcement agencies, and civil society organizations. The data were analyzed inductively through thematic interpretation and triangulation to ensure credibility and analytical rigor. The findings indicate that stakeholders generally perceive the Regional Inspectorate as undergoing a transformation from a traditional watchdog into a strategic partner that supports accountability, legal compliance, and risk mitigation; however, this perception is not evenly distributed due to constraints such as limited human resources, delays in responding to public complaints, insufficient transparency of supervision results, and structural dependence within the regional bureaucratic hierarchy. In addition, divergent expectations emerge between bureaucratic actors who emphasize preventive guidance and mentoring and civil society actors who prioritize enforcement and sanctioning functions. The study implies that strengthening good governance at the local level requires enhancing the institutional independence of the Regional Inspectorate, optimizing workload and response mechanisms, and improving transparency through the more substantive use of digital information platforms.
Pengaruh Implementasi Kebijakan Bantuan Pangan Non Tunai Terhadap Efektivitas Pengeluaran Konsumsi Rumah Tangga di Kabupaten Indramayu Habib Rahman; Siti Khumayah; Nursahidin Nursahidin
Jurnal Pendidikan Indonesia Vol. 5 No. 12 (2024): Jurnal Pendidikan Indonesia (Japendi)
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v5i12.6585

Abstract

Kemiskinan di Kabupaten Indramayu, dengan tingkat tertinggi di Jawa Barat, mendorong pemerintah mengimplementasikan Program Bantuan Pangan Non-Tunai (BPNT) untuk meringankan beban ekonomi keluarga miskin melalui bantuan saldo elektronik. Penelitian ini menganalisis pengaruh BPNT terhadap efektivitas pengeluaran konsumsi rumah tangga menggunakan metode kuantitatif dengan analisis Propensity Score Matching (PSM). Data Susenas 2023 dari 1.040 rumah tangga dianalisis menggunakan perangkat lunak STATA versi 17. Hasil penelitian menunjukkan bahwa Program Bantuan Pangan Non-Tunai (BPNT) berhasil menjangkau rumah tangga rentan, khususnya keluarga dengan kepala rumah tangga yang berpendidikan rendah, memiliki jumlah anggota keluarga yang besar, serta merupakan pemegang Kartu Keluarga Sejahtera (KKS). Fleksibilitas penyaluran uang tunai meningkatkan efektivitas, meskipun masih terdapat tantangan seperti ketidaktepatan data dan koordinasi antar-lembaga. Program ini efektif dalam meringankan beban rumah tangga miskin, tetapi memerlukan perbaikan pengawasan dan penyesuaian kebijakan untuk hasil yang optimal
Peran Konten “I Can Fix That” @Nadyabels Dalam Mengatasi Masalah Kecantikan Wajah Indah Nurilah; Siti Khumayah; Farida Nurfalah
Jurnal Greenation Sosial dan Politik Vol. 4 No. 1 (2026): Jurnal Greenation Sosial dan Politik (Februari - April 2026)
Publisher : Greenation Publisher & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jgsp.v4i1.611

Abstract

Perkembangan media sosial telah melahirkan fenomena beauty influencer yang berperan penting dalam membentuk persepsi masyarakat tentang kecantikan salah satunya @nadyabels dengan konten khas “I Can Fix That” yang menampilkan solusi atas permasalahan wajah melalui platform tiktok. Kekhasan konten @nadyabels terletak pada penggunaan sound “I Can Fix That” dengan gaya penyampaian berbisik yang menciptakan kesan personal, didukung format visual yang minim narasi konten @nadyabels berperan signifikan dalam membentuk persepsi followers mengenai tata cara penggunaan makeup dengan menanamkan keyakinan bahwa setiap permasalahan kecantikan wajah dapat diatasi melalui teknik yang tepat. Penelitian ini bertujuan untuk menganalisis strategi personal branding @nadyabels, memahami peran konten “I Can Fix That” dalam membentuk persepsi followers tentang tata cara penggunaan makeup, dan mengungkap dinamika interaksionisme simbolik yang terjadi antara @nadyabels dan followers. Metode penelitian yang digunakan adalah kualitatif deskriptif penelitian ini menganalisis konten berdasarkan teori personal branding Peter Montoya dan interaksionisme simbolik George Herbert Mead. Data diperoleh melalui wawancara dengan lima informan followers aktif @nadyabels dan observasi konten tiktok. Hasil penelitian menunjukkan bahwa strategi personal branding @nadyabels mengimplementasikan delapan konsep Peter Montoya secara baik dengan permasalahan wajah terlebih dahulu kemudian menawarkan solusi.
Implementation Of The Digital Population Identity (IKD) Service Program Policy Pratiwi, Chandra; Khumayah, Siti
Jurnal Polisci Vol 3 No 4 (2026): Vol 3 No 4 March 2026
Publisher : ann4publisher@gmail.com

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62885/polisci.v3i4.1153

Abstract

Background. Population administration services in Cirebon Regency are carried out in accordance with Minister of Home Affairs Regulation Number 72 of 2022, including the Digital Population Identity policy. Based on a report from the Population and Civil Registration Office of Cirebon Regency as of July 2025, the Digital Population Identity activation rate has only reached 5.06% of the established national target of 30%. This low achievement is the main focus of the study. This study aims to analyze and explain the implementation of the Digital Population Identity (IKD) service program in Cirebon Regency using the theory of George C. Edward III. The method used is a descriptive qualitative approach, with data collected through interviews and document analysis. Data validity is tested using triangulation techniques. The results show that the implementation of the Digital Population Identity policy is supported by active communication through social media and direct outreach, as well as strong commitment from implementers, since Digital Population Identity is considered a solution to the limited availability of electronic ID card blanks. However, there are still obstacles in terms of resources, such as a lack of specialized personnel and disruptions in the central server network, as well as in the bureaucratic structure, which does not yet have technical standard operating procedures (SOPs) at the local level. The study concludes that the implementation of the IKD in Cirebon Regency has not been effective. The development of specific local SOPs, an increase in the number of specialized human resources, and the strengthening of network infrastructure are required to ensure the sustainability of digital transformation.
The Phenomenon of Phubbing in Interpersonal Communication Among Teenagers in Cirebon Fauziah, Riska; Khumayah, Siti; Wihayati, Welly
International Journal of Social Service and Research Vol. 6 No. 4 (2026): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v6i4.1385

Abstract

Phubbing is the act of someone ignoring the people around them because they are too focused in using their cell phones. Among adolescents, phubbing has now become a serious issue in social interactions. This study has the aim to find out about the various forms of phubbing, the triggering factors, the impact on victims, as well as the effectiveness of interpersonal communication regarding phubbing among adolescents in Cirebon. A descriptive qualitative method and purposive sampling were implemented for this study, involving six informants, which comprises three perpetrators and three victims of phubbing. Through in-depth interviews as well as observation, data were collected and then analyzed with the Miles and Huberman model. The findings revealed that there are five forms of phubbing behavior and there are five main factors that trigger it, which are dependency on social media, poor skills of communication, low self-control, Fear of Missing Out (FoMO), along with the influence of social environment. The findings indicate that phubbing leads to ineffective interpersonal communication, as evidenced by disruptions in the five elements of communication: openness, empathy, positive attitude, support, and equality. This study emphasizes the importance of digital literacy in raising adolescents’ awareness of the value of full presence in social interactions.
Abandoned Children: The Legacy Of Poverty That Never Ends Its Handling Tiar Handayani; Wulani Wulani; Mukarto Siswoyo; Siti Khumayah
Journal of Social Research Vol. 3 No. 7 (2024): Journal of Social Research
Publisher : International Journal Labs

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

Abstract

Abandoned children have many experiences that come from harsh environments and not all of them are accepted by society. Therefore, special approaches and treatments are needed to help them develop their thinking processes, teach them how to build relationships between the past, present and future, and direct them towards patterns of behavior that are acceptable to society. This study uses qualitative research methods. This study uses qualitative data where this data is obtained from selected informants who are relevant and have the competence to provide the research data selected by the researcher. Data collection techniques were collected through documentation studies, interviews and observations. The results of this study show that the number of abandoned children in Cirebon City is around 70 people. The Cirebon city social service has a program to foster abandoned children, namely GSM, social guidance, family, understanding parenting and teaching and learning activities. This study uses the implementation theory of Van Meter and Van Horn The implementation stage can be seen from 6 important variables when achieving an implementation, namely: objectives and policy size, attitudes (disposition) of implementers, infrastructure and human resources, characteristics of implementing agents, communication activities and implementers between organizations, as well as the political, social and economic environment. The results of this study show that the policy of the Abandoned Children Development program at the Cirebon City Social Service is not optimal because of low budget sources, so the implementation of the policy has not fully met the standards. Social protection is aimed at helping the poor and vulnerable population, especially those who experience other welfare problems.
Cirebon Students' Cultural Shock In Adaptation To Lectures In Germany Isma Qonaah; Komalasari Komalasari; Siti Khumayah; Farida Nurfalah
Journal of Social Research Vol. 3 No. 10 (2024): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v3i10.2247

Abstract

Germany is one of the destinations for prospective students aiming to continue their higher education. This study aims to understand how Cirebon students adapt to academic activities and the challenges they face while studying in Germany. The research uses a qualitative method with a descriptive approach. Data collection techniques include in-depth interviews, observations, and a review of relevant previous research articles and related documents. The study employs intercultural communication theory, which covers aspects such as culture shock and adaptation phases to a new culture. The results show the stages that Cirebon students go through when adapting to a new culture: the honeymoon phase, characterized by initial excitement and enthusiasm about the new culture; followed by the frustration phase due to experiencing culture shock when facing the new culture. The next phase is readjustment, where students begin to understand and start learning about the new culture in their living environment and campus. The final phase is resolution, where Cirebon students accept the new culture in Germany. Before adaptation occurs, the study highlights challenges faced during academic activities in Germany, which are caused by internal factors such as religion, food, and weather.
Effectiveness of the Cheap Food Movement Program in Improving Food Security in Kuningan District Siti Khumayah; Euis Nurohmah
Interdiciplinary Journal and Hummanity (INJURITY) Vol. 5 No. 3 (2026): Injurity: Interdiciplinary Journal and Humanity
Publisher : Pusat Publikasi Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58631/injurity.v5i3.1529

Abstract

Kuningan District, as an agricultural area, still faces problems of price stability and food affordability, especially ahead of religious holidays when food prices surge. To address these issues, the local government, through the Kuningan District Food Security and Agriculture Agency, has implemented the Cheap Food Movement program as part of the national policy to control inflation and strengthen food security. This study aims to analyze the effectiveness of the implementation of the Cheap Food Movement in improving food security, with a focus on accessibility, price affordability, and public perception. Data analysis refers to J.P. Campbell's (1970) theory of effectiveness, which includes five indicators: program success, target success, program satisfaction, input-output suitability, and overall goal achievement. This study uses a qualitative descriptive method with data collection through direct observation, interviews, and documentation, as well as applying source and method triangulation to test data validity. The results of the study indicate that the Cheap Food Movement program contributes to improving food access and affordability and encourages an increase in the Food Security Index (IKP), although there are several aspects that need improvement, such as target data integration, funding consistency, and budget sustainability to optimize program effectiveness.
Co-Authors Abdul Jalil Hermawan Abdul Jalil Hermawan, Abdul Jalil Abdullah Abdullah Adelia, Kania Destriawati Adi Nugraha Adiansyah, Achmal Hakim Adinda Salwa Salsabila Adinda Salwa Salsabila Afwan Abdi Salam Aghnia Dian Lestari Agnia, Neneng Siti Agus Supriyadi Ajeng Putri Wulan Guritno Akbar, M. Hikmal Aldi Febrian Jaya Alfandi Fadillah Alfitri, Alfi Alifa Aliya Rivani Putri Alya Sabrina Rahmadhani Amellia Amellia Andi Lala Anez, Celbi Angelica, Nevlin Angga Kurniawan Aninditto Rivally Sudarisman Apriliani, Zahra Arni Apriliyanti, Rena Arthawidya, Wita Aryana, Regina Ayu Apriliyani Azahra, Ditha Arditia Azhira Zahranisa Baihaqi, Anienda Noor Laila Balqis Salsabilah, Lady Bayu Permana, Novandi Bayu Pratama Al-farizi Billa, Putri Salsa Brian, Calvino Cahyani Cahyani Chuluk, Nisa Amelia Cindy Aulia Rahmadina Daimah Daimah Davita, Sacharissa Dedeh Ermawati Dedet Erawati Defi Febrianti Desi Maelinda Desi Permatasari Desy Permatasari Dewi, Meliyana Wati Dharliana Hardjowikarto Dharliana Hardjowikarto Dian andriany Dian Lestari, Aghnia Dicky Triansyah Dimas Widi Dwiputra Dimas Zuanfaizin Pamungkas Dinanty, Yolanda Dara Diny Tri Agustin Dirgantara Yosef Dwi Lestari Elga Elgia Eprin Endang Sutrisno Eni Listiana Euis Nurohmah Fadhila, Rheza Yapi Fadhilah, Amiroh Nur Fadhillah Shofa Lucyana Fadillah, Alfandi Faiz Abdul Haq Faiz Muhammad Kautsar Fani Maharani Farida Nurfalah Farida Nurfalah, Farida Fatwa Mutaqin Faudzi, Azwar Fauziah, Riska Fayyadh Fadhlurrohman Assegap Febrian Jaya, Aldi Fernando Hakim Fiki Azkiya Filiah Nuralifah Fira Hasanah Firman Fathurrahman Fresy Latifah Azies Frizqy Afia Grandi Gani Akbar, Muhamad Ghina Amaliyah Gita Wibowo, Tifanny Aurelia Grandi, Frizqy Afia Habib Rahman Hagies Ferdiansyah Akbar Haifa Nurul Anfi, Aura Haikal Fajrin Hamdi, Rizal Hanan, Ruina Adzra Haryani, Salzabila Hasanah, Fira Helsa Liski Hendrawan, Ruli Herlina Nur W Hindratma, Deffy May Husniati, Meylina Iis Aisah, Iis Ika Atikah Ikah Marikah Ikawati, Fina Ilham Fauzian Andika Ilham Wahyudin Iman Nuryadi Imawan , Khaerudin Indah Nurilah Ipik Permana Iqlima Anindia Halimatussa'diyah Isma Azza Isma Qonaah Ismatuzzaeni Ismatuzzaeni Ismatuzzaeni, Ismatuzzaeni Istinaroh, Titin Iwan Yusuf Ridwan Jannah, Ghina Roudhotul Juliana, Encep Kacung Arif Rohman Kartini Kartini Khaerudin Imawan Khalimatul Sa'diyah, Salsabilah Khoirul Umam Komalasari Komalasari Komalasari Komalasari Krisna Pratiansyah, Panji Ladini, Idfi Eva Leni Rohida Lestari, Ratna Ayu Listiana, Eni Lita, Lita Lukita, Farhan Zerlinda Lusiana Herawati Lutfi Nur Baity M. Nuruzzaman Mardiani, Lina Meisy Septia Muzdalifah Meylani, Memey Miastuti Miftahul Jannah Miftahul Jannah Moch Fakhruroji Mochamad Adam Syahdani Moh Sutarjo Moh Sutarjo Moh. Sutarjo Mohammad Zidan Ramdhani Mohd Naufal Bin Yunos Muabdan, Muabdan Muchtar, Aiman Aditya Muhaemin, Enjang Muhamad Gani Akbar Muhammad Fauzan Hazami Muhammad Hudan Fathanudin Muhammad Triesnabayu Muhammad Zainal Muttaqin Mukarto Siswoyo Muriany, Jossy Andro Mutaqin, Fatwa Nadia Nisa Aulia Nadya Salsabilla Stephanie Nadya Salsabilla Stephanie Nafa Meliayana Nevlin Angelica Nisrina Nur Alfi Laili Nugraha, Noval Nur W, Herlina Nur Wahidin Nurahman, Reza Nurhana Dhea Parlina Nurilawati, Nurilawati Nurmalia, Indah Nurnabila, Zahra Akilah Nursahidin . Nuryadi, Iman Oktoviani, Lia Patmawati Patmawati Pizah, Azhar Nur Aulia Prafieta Amarta Pratiwi, Chandra Putri Amalia Putri Wulan Supriatin Putri, Aprilia Sabila Putri, Faradita Sari Eka Putri, Nabila Putri, Nadya Angelica Difiana Putri, Olivia Dwi Marliana Rafly Ananda Yanuar Rahmandika, Rizal Rahmat Hidayat Rahmat Hidayatullah Rahmayanti Rahmayanti Rahmayanti Rahmayanti Rahmayanti Restu Holiskya Rhevallino Daneztha Sulintang Ria Apriliyani Putri Ridwan, Iwan Yusuf Risti Agustina Riyati, Rin Rizal Rahmandika Ropiah Ropiah Rudi Setiawan Salsa Azzahra Irvanianto Salzabila Haryani Sandy Jatmika Fauzan Santoso, Akbar Putra Sari, Siti Nadia Sarifhatul Aini Yuliyus Putri Sehan Yudha Fahreza Selamonika, Tiara Septiany, Fenny Silvi Riani Siti Adira Kania Siti Anisah Siti Fatimah Siti Fatimah Sri Wulandari Sri Wulandari Suhartanti, Sita Wirantik Sukari Sukari Sukari Sukari, Sukari Suratno, Ade Inggit Suryati, Iis Susanti, Andhini Indah Sutarjo Sutarjo Syahdani, Mochamad Adam Syahputra, Ahmad Reynaldi Syahril Ramadhan, Raden Muhammad Syuban Tri Andoyo Tazqiyatas Safira Teddy Arif Permana Tiar Handayani Tiyarna, Achmad Ivan Tri Andoyo, Syuban Triansyah, Dicky Umami, Roisatul Vickry febrian Wahyudin, Ilham Welly Wihayati Welly Wihayati, Welly Widyanto Widyanto Winda Winda Winda Winda Wita Arthawidya Wulani Wulani Yanuar, Rafly Ananda Yones, Novita Yosa Yosa Yosa, Yosa Yudha Fahreza, Sehan Yulia Puji Lestarii Yulistiani Yulistiani Yusuf Yusuf Zain, Yoga Pramudya Azhar