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All Journal Journal of Governance Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Investasi Jurnal Syntax Transformation Jurnal Syntax Imperatif : Jurnal Ilmu Sosial dan Pendidikan Jurnal Ilmiah Publika Reputation : Jurnal Hubungan Masyarakat Devotion: Journal of Research and Community Service International Journal of Social Service and Research International Journal of Science and Society (IJSOC) Indonesian Journal of Multidisciplinary Science Journal of Social Research COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Journal Of World Science Jurnal Signal Journal of Comprehensive Science Edunity: Kajian Ilmu Sosial dan Pendidikan Journal of Social Science Asian Journal of Management Analytics INJURITY: Journal of Interdisciplinary Studies Jurnal Indonesia Sosial Teknologi Jurnal Indonesia Sosial Sains Journal Research of Social Science, Economics, and Management Jurnal Pendidikan Indonesia (Japendi) Matriks Jurnal Ekonomi, Teknologi dan Bisnis ATHENA: Journal of Social Culture and Society Apollo: Journal of Tourism and Business Indonesian Journal of Advanced Research (IJAR) Equivalent: Jurnal Ilmiah Sosial Teknik IMAGIONARY : Jurnal Seni, Desain dan Multimedia Triwikrama: Jurnal Ilmu Sosial Salus Publica Jurnal Psikologi Jurnal Ilmu Komunikasi dan Sosial Politik Journal Of Public Policy (Social Politics) Sciences (Polisci) Journal Of Economic Sciences (Ekuisci) Journal of Education Sciences (Edusci) Journal of Management, Economic, and Financial Asian Journal of Social and Humanities INTERACTION Communication Studies Journal CONVERSE Journal Communication Science Federalisme : Jurnal Kajian Hukum Dan Ilmu Komunikasi Jurnal Greenation Sosial dan Politik Prosiding Seminar Nasional Ilmu Manajemen Kewirausahaan dan Bisnis Aksi Kita: Jurnal Pengabdian Kepada Masyarakat Jurnal Pintar Pengabdian dan Pemberdayaan Masyarakat
Siti Khumayah
Universitas Swadaya Gunung Jati
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Neuroscience Physics Public Health Social Sciences Other

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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.
Effectiveness of the Kuningan Samsat Service: Responding to the Challenges of Productivity and Public Satisfaction Salsabila, Adinda Salwa; Khumayah, Siti
Asian Journal of Social and Humanities Vol. 4 No. 6 (2026): Asian Journal of Social and Humanities
Publisher : Pelopor Publikasi Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59888/ajosh.v4i6.684

Abstract

The One-Stop Administration System (SAMSAT) is a public service institution that plays an important and strategic role in managing motor vehicle administration and interacts directly with the community. In carrying out its duties, this institution faces various operational challenges, including queue congestion at certain hours, disruptions in the application system, and a lack of behavioral consistency among officers. This study aims to analyze the effectiveness of SAMSAT Kuningan services based on the three dimensions of Richard M. Steers’ theory, namely productivity, community satisfaction, and adaptability, as well as to identify inhibiting factors and efforts to improve them. The method used is descriptive qualitative, with data collection techniques consisting of in-depth interviews, field observations, and document analysis. The results show that service productivity is relatively high because revenue realization almost entirely meets the target, with a large volume of vehicles served every day. Most people expressed satisfaction with the services received, which were generally categorized as good, although variations in user experience were still found. The adaptability aspect shows the progressive implementation of digital innovation; however, its utilization is not evenly distributed among the community. This study concludes that SAMSAT Kuningan services are generally effective but still require improvements in service consistency, the reliability of technological systems, and strengthened adaptation efforts to achieve full optimization.
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
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
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.
Pinkan Mambo’s Donuts: Consumer Perceptions Of Product Personal Branding Strategies febrian, Vickry; khumayah, Siti; andriany, Dian
Jurnal Ilmu Komunikasi Dan Sosial Politik Vol. 3 No. 4 (2026): April - Juni
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62379/jiksp.v3i4.4344

Abstract

The rapid expansion of social media has transformed the way public figures market products and engage with audiences. This study explores how Pinkan Mambo’s personal branding strategy on social media shapes consumer perceptions of Donat Pinkan Mambo. A qualitative case study approach was employed, involving digital observation, documentation, and in-depth interviews with six informants. The findings reveal that consistent self-representation, personal storytelling, and interactive communication contribute to consumers’ cognitive understanding, emotional attachment, and purchase intention. The study concludes that personal branding operates not merely as promotional exposure but as a symbolic mechanism influencing how consumers interpret and evaluate products.
Denny Sumargo's Podcast As A Source Of Information Social Issues From The Audience's Perspective Zahranisa, Azhira; Siti Khumayah; Aghnia Dian Lestari
Interaction Communication Studies Journal Vol. 3 No. 1 (2026): May
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/interaction.v3i1.5702

Abstract

The development of new media has driven changes in how people access information, including their understanding of social issues. The emergence of new media in the form of podcasts broadcast via YouTube has become a widely used medium, including Denny Sumargo’s podcast. This study aims to describe listeners’ perspectives on Denny Sumargo’s podcast as a medium for social issues, explain the motives behind their choice of this podcast, and analyze their post-listening experiences based on the Uses and Gratifications theory. The study employs a descriptive qualitative approach using in-depth interviews with five informants and observations of YouTube viewer comments. The results indicate that the Denny Sumargo Podcast is viewed as an information medium that presents social issues in depth. Listeners’ motivations include cognitive, affective, personal integration, social integration, and tension relief needs. Listeners’ experiences are informative, emotional, and reflective, and they foster social awareness and discussion. This study affirms the role of podcasts as a new medium in shaping understanding of social issues in the digital space.
A Business Proposal: A Study of Netizens' Perceptions of the Cancel Culture Phenomenon in the Film Industry Putri, Sarifhatul Aini Yuliyus; Khumayah, Siti; Lestari, Aghnia Dian
Journal Of Social Science (JoSS) Vol 5 No 4 (2026): Journal of Social Science
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/qy92bh12

Abstract

Social media has become a digital public sphere that plays a significant role in shaping public opinion and social sanctions against public figures. One emerging phenomenon is "Cancel Culture," which refers to the collective action of the public to withdraw support from individuals perceived to have committed wrongdoing. In the film industry, an actor's behavior on social media can significantly impact how the public perceives the films in which they star. This research aims to analyze the relationship between actors' behavior on social media, the emergence of the "Cancel Culture" phenomenon, and public reception of the Indonesian version of the film "A Business Proposal". This reserch employs a descriptive qualitative approach using data collection techniques such as social media observation, in-depth interviews, and documentation. This research employs Stuart Hall's Reception Theory to identify the audience's interpretive positions (dominant, negotiation, and opposition) and to understand Cancel Culture as a mechanism of social sanction in the digital space. The results indicate that audiences actively construct meaning regarding actors' behaviors, leading to varied receptions including acceptance, negotiation, and rejection toward Cancel Culture practices. These findings confirm that social media functions not only as a communication medium but also as an arena for shaping public opinion and exercising social control within the film industry.
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.
Co-Authors Abdul Jalil Hermawan Abdul Jalil Hermawan, Abdul Jalil Adelia, Kania Destriawati Adi Nugraha Adiansyah, Achmal Hakim Afwan Abdi Salam Aghnia Dian Lestari Agnia, Neneng Siti Agus Supriyadi Agustin, Diny Tri Akbar, M. Hikmal Aldi Febrian Jaya Alfandi Fadillah Alfitri, Alfi Alifa Amarta, Prafieta Andriany, Dian Anez, Celbi Angelica, Nevlin Angga Kurniawan Angga Kurniawan Apriliani, Zahra Arni Apriliyanti, Rena Arthawidya, Wita Aryana, Regina Azahra, Ditha Arditia Baihaqi, Anienda Noor Laila Balqis Salsabilah, Lady Bayu Permana, Novandi Billa, Putri Salsa Brian, Calvino Cahyani Cahyani Chuluk, Nisa Amelia Cindy Aulia Rahmadina Davita, Sacharissa Dedeh Ermawati Dedet Erawati Dewi, Meliyana Wati Dharliana Hardjowikarto Dharliana Hardjowikarto Dian Lestari, Aghnia Dimas Zuanfaizin Pamungkas Dinanty, Yolanda Dara Dirgantara Yosef Dwiputra, Dimas Widi Endang Sutrisno Eni Listiana Euis Nurohmah Fadhila, Rheza Yapi Fadhilah, Amiroh Nur Fadhillah Shofa Lucyana Fadillah, Alfandi Fahrul Rozi Fani Maharani Farida Nurfalah Farida Nurfalah, Farida Fatwa Mutaqin Faudzi, Azwar Fauziah, Riska Febrian Jaya, Aldi Febrian, Vickry Fernando Hakim Fiki Azkiya Fira Hasanah Gani Akbar, Muhamad Gita Wibowo, Tifanny Aurelia Grandi, Frizqy Afia Habib Rahman Hagies Ferdiansyah Akbar Haifa Nurul Anfi, Aura Hamdan Muzakky Hamdi, Rizal Hanan, Ruina Adzra Haryani, Salzabila Hasanah, Fira Hendrawan, Ruli Herlina Nur W Hindratma, Deffy May Husniati, Meylina Iis Aisah, Iis Ikawati, Fina Imawan , Khaerudin Ipik Permana Irvanianto, Salsa Azzahra Isma Qonaah Ismatuzzaeni, Ismatuzzaeni Istinaroh, Titin Jannah, Ghina Roudhotul Juliana, Encep Kartini Kartini Kautsar, Faiz Muhammad Khaerudin Imawan Khalimatul Sa'diyah, Salsabilah Khoirul Umam Komalasari Komalasari Komalasari Komalasari Krisna Pratiansyah, Panji Ladini, Idfi Eva Leni Rohida Lestari, Aghnia Diah Lestari, Ratna Ayu Listiana, Eni Lita, Lita Lukita, Farhan Zerlinda Lusiana Herawati Luthfi, Muhammad Farhat M. Nuruzzaman Madinah, Asifa Hijrotul Mardiani, Lina Meylani, Memey Miastuti Miftahul Jannah Miftahul Jannah Moch Fakhruroji Mochamad Adam Syahdani Moh Sutarjo Moh. Sutarjo Mohd Naufal Bin Yunos Muabdan, Muabdan Muchtar, Aiman Aditya Muhaemin, Enjang Muhamad Gani Akbar Muhammad Triesnabayu Mujahidin, Sulthon Mukarto Siswoyo Muriany, Jossy Andro Mutaqin, Fatwa Nadia Nisa Aulia Nadya Salsabilla Stephanie Nevlin Angelica Nugraha, Noval Nur W, Herlina Nur Wahidin Nurahman, Reza Nurhana Dhea Parlina Nurilawati, Nurilawati Nurmalia, Indah Nurnabila, Zahra Akilah Nursahidin . Nurul Nabila Afifah Nuryadi, Iman Oktoviani, Lia Permana, Teddy Arif Pizah, Azhar Nur Aulia Pratiwi, Chandra Putri Amalia Putri, Aprilia Sabila Putri, Faradita Sari Eka Putri, Nabila Putri, Nadya Angelica Difiana Putri, Olivia Dwi Marliana Putri, Sarifhatul Aini Yuliyus Rahmandika, Rizal Rahmat Hidayat Rahmat Hidayatullah Rahmayanti Rahmayanti Rahmayanti Rahmayanti Rahmayanti Rhevallino Daneztha Sulintang Ria Apriliyani Putri Ridwan, Iwan Yusuf Riyati, Rin Rizal Rahmandika Rudi Setiawan Salsabila, Adinda Salwa Salzabila Haryani Santoso, Akbar Putra Sari, Siti Nadia Selamonika, Tiara Septiany, Fenny Silvi Riani Siti Anisah Siti Fatimah Siti Fatimah Sri Wulandari Sri Wulandari Suhartanti, Sita Wirantik Sukari Sukari, Sukari Suratno, Ade Inggit Suryati, Iis Susanti, Andhini Indah Syahdani, Mochamad Adam Syahputra, Ahmad Reynaldi Syahril Ramadhan, Raden Muhammad Syuban Tri Andoyo Tazqiyatas Safira Tiar Handayani Tiyarna, Achmad Ivan Tri Andoyo, Syuban Tri Yanti Monika Triansyah, Dicky Umami, Roisatul W Windawati Wahyudin, Ilham Welly Wihayati, Welly Widyanto Widyanto Winda Winda Winda Winda Wulani Wulani Yanuar, Rafly Ananda Yones, Novita Yosa, Yosa Yudha Fahreza, Sehan Yulia Puji Lestarii Yulistiani Yulistiani Yusuf Yusuf Zahranisa, Azhira Zain, Yoga Pramudya Azhar