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PERAN KEADILAN PROSEDURAL DAN KEADILAN ANTAR PRIBADI DALAM MENENTUKAN KEBERHASILAN DAN KEPUASAN PENANGANAN KOMPLAIN Angga Pandu Wijaya; Widya Prananta; Made Virma Permana
Jurnal Bisnis Terapan Vol. 7 No. 1 (2023): Jurnal Bisnis Terapan
Publisher : Politeknik Ubaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jbt.v7i1.5335

Abstract

Service companies often face complaints due to the challenges of providing standardized services. Unlike manufacturers that produce standardized products using machines, service companies are more susceptible to consumer complaints. Procedural justice and interpersonal justice are factors that determine the success rate of complaint handling. This study aims to examine the impact of procedural justice and interpersonal justice on complaint satisfaction through complaint handling. The study adopted a quantitative approach and involved a sample of 181 respondents, specifically consumers who have filed complaints with service companies. The test results demonstrate that both procedural justice and interpersonal justice significantly influence the effectiveness of complaint handling. The research also confirms that complaint satisfaction is influenced by both procedural justice and interpersonal justice. The study's findings indicate that successful complaint handling partially mediates the relationship between procedural justice, interpersonal justice, and complaint satisfaction. This research underscores the importance of procedural justice and interpersonal justice for service companies. They should prioritize complaint handling to establish customer loyalty and prevent negative word-of-mouth.
Pengabdian kepada masyarakat melalui peningkatan pemahaman inovasi teknologi sektor keuangan bagi guru di Kabupaten Sragen Asmarani Ramli; Ayup Suran Ningsih; Rini Fidiyani; Yogi Swaraswati; Made Virma Permana; Sherley Ika Christanti; Harumsari Puspa Wardhani; Lubna Firdausa Hasna; Radha Evi Nur Rizki; Ferra Tiara Maharani
SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Vol 10, No 2 (2026): April
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jpmb.v%vi%i.38637

Abstract

AbstrakPengabdian kepada masyarakat melalui peningkatan pemahaman inovasi teknologi sektor keuangan bagi guru di Kabupaten Sragen dilaksanakan sebagai upaya memperkuat literasi digital dan keuangan di kalangan pendidik. Guru memiliki posisi strategis sebagai agen perubahan yang berperan tidak hanya dalam pembelajaran di kelas, tetapi juga dalam memberikan edukasi kepada siswa dan masyarakat. Kegiatan ini bertujuan agar guru mampu memahami, memanfaatkan, dan mengedukasi tentang inovasi teknologi keuangan seperti dompet digital, QRIS, aplikasi investasi, serta layanan keuangan digital lainnya. Pelaksanaan kegiatan menggunakan pendekatan partisipatif-edukatif melalui ceramah, seminar interaktif, diskusi kelompok, dan praktik langsung penggunaan teknologi keuangan. Materi yang disampaikan mencakup pengenalan inovasi keuangan digital, manfaat penggunaannya, serta risiko yang perlu diantisipasi, termasuk keamanan data dan perlindungan konsumen. Hasil kegiatan menunjukkan peningkatan pemahaman guru, dengan peningkatan pemahaman risiko digital sebesar lebih dari 55% dan pemahaman manfaat teknologi keuangan hingga 65%, baik untuk kepentingan pribadi maupun sebagai bekal mentransfer literasi keuangan kepada siswa. Program ini selaras dengan regulasi nasional, antara lain Undang-Undang Nomor 4 Tahun 2023 tentang Pengembangan dan Penguatan Sektor Keuangan (UUP2SK), Peraturan Presiden Nomor 114 Tahun 2022 tentang Strategi Nasional Keuangan Inklusif, serta POJK No. 12/POJK.07/2018 tentang Inovasi Keuangan Digital, sehingga mendukung penguatan literasi keuangan dan digital di era transformasi teknologi. Kata kunci: hukum; invovasi; keuangan; pengabdian; ITSK. AbstractThe service to the community, aimed at improving teachers' understanding of financial sector technology innovation in Sragen Regency, was carried out as an effort to strengthen digital and financial literacy among educators. Teachers hold a strategic position as agents of change, playing a role not only in classroom learning but also in providing education to students and the broader community. This activity aims to enable teachers to understand, utilize, and educate others about financial technology innovations, including digital wallets, QRIS, investment applications, and other digital financial services. The implementation of activities employs a participatory-educational approach, incorporating lectures, interactive seminars, group discussions, and hands-on practice with financial technology. The material presented includes the introduction to digital financial innovation, its benefits, and the risks that need to be anticipated, including data security and consumer protection. The results of the activity indicate an increase in teachers' knowledge and awareness of the importance of mastering financial technology, both for personal gain and as a means to transfer financial literacy to students. This program is in line with national regulations, including Law Number 4 of 2023 on the Development and Strengthening of the Financial Sector (UUP2SK), Presidential Regulation Number 114 of 2022 on the National Strategy of Inclusive Finance, and POJK No. 12/POJK.07/2018 on Digital Finance Innovation, thus supporting strengthening financial and digital literacy in the era of technological transformation. Keywords: law; innovation; finance; devotion; ITSK.