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All Journal Desimal: Jurnal Matematika Jurnal Ilmiah Edunomika (JIE) Budimas : Jurnal Pengabdian Masyarakat Al Khidma: Jurnal Pengabdian Masyarakat Jurnal Ilmiah MADIYA: Masyarakat Mandiri Berkarya Journal of Comprehensive Science Jurnal Pengabdian Masyarakat Indonesia
Desmon Gunadi Siagian
Politeknik Negeri Medan
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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PENGARUH DIGITAL COMPLAINT HANDLING TERHADAP KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN: STUDI PADA PT PLN (PERSERO) ULP HELVETIA Siagian, Desmon Gunadi; Sirait, Katrin Jenny; Haro, Jamardua; Tarigan, Jenny Sari; Manurung, John Sihar
JURNAL ILMIAH EDUNOMIKA Vol. 10 No. 1 (2026): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v10i1.18613

Abstract

Digital transformation in customer complaint handling has become a strategic necessity for public service providers, including PT PLN (Persero). This study aims to examine the effect of Digital Complaint Handling on Service Quality and Customer Satisfaction, as well as to analyze the mediating role of Service Quality among customers of PLN ULP Helvetia. A quantitative approach was employed using PLS-SEM analysis on 150 respondents who had utilized the Chempion Mobile application. The results indicate that Digital Complaint Handling significantly influences Service Quality (β = 0.78) and Customer Satisfaction (β = 0.31). Furthermore, Service Quality significantly affects Customer Satisfaction (β = 0.62). The mediation analysis reveals that Service Quality partially mediates the relationship between Digital Complaint Handling and Customer Satisfaction, with an indirect effect of 0.484 and a VAF value of 61%. These findings confirm that the success of digital service initiatives is determined not only by technological implementation but also by the extent to which they improve overall service quality. The study suggests that optimizing digital service features and strengthening service quality dimensions are crucial strategies for enhancing customer satisfaction.
Meningkatkan Literasi Keuangan Melalui Digitalisasi Pencatatan Keuangan Untuk UMKM (Toko Permata Almina Medan) Desmon Gunadi Siagian; Andreas Panjaitan; Debora Silvia Hutagalung; Artha Putri Br. Karo; Yohana Yulianti Simbolon
JURNAL PENGABDIAN MASYARAKAT INDONESIA Vol. 4 No. 2 (2025): Juni : Jurnal Pengabdian Masyarakat Indonesia (JPMI)
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jpmi.v4i2.5262

Abstract

This community service activity aimed to improve financial literacy among Micro, Small, and Medium Enterprises (MSMEs) through the digitalization of financial record-keeping at Toko Permata Almina, located in Pusat Pasar Medan. The activity was conducted on May 10, 2025, using a training approach focused on basic financial literacy and the use of the Tokoku digital bookkeeping application. The results showed a significant increase in participants' understanding of the importance of systematic financial recording. Participants were able to use the Tokoku application to record daily transactions and acknowledged the benefits of automatic financial reports provided by the application for analyzing business performance. Furthermore, participants experienced higher efficiency compared to manual recording methods. Overall, this activity positively impacted the enhancement of digital skills and supported data-driven business decision-making.
Co-Authors Abdul Munif Andreas Panjaitan Anggiat Parlindungan Simbolon Artha Putri Br. Karo Asima Manurung Debora Silvia Hutagalung Jamardua Haro - Jenny Sari Tarigan John Sihar Manurung - Katrin Jenny Sirait Manurung, Jhon Sihar Rismawati Sarah Rouli Tambunan, Sarah Rouli Silitonga, Grace Christina Lasmaida Syahdan, M. Sakti Yohana Yulianti Simbolon