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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.
Optimalisasi Sistem SAP dalam Pengelolaan Keuangan Digital di Departemen Perbendaharaan PT Pelindo Multi Terminal Desmon Gunadi Siagian; Josefa Sitorus; Katrin Jenny Sirait
Al Khidma: Jurnal Pengabdian Masyarakat Al Khidma Vol. 6 No. 2 April - Juni 2026
Publisher : Sekolah Tinggi Ilmu Al-Qur'an (STIQ) Amuntai Kalimantan Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35931/ak.v6i2.5775

Abstract

Pengelolaan keuangan yang efisien dan transparan menjadi kebutuhan utama dalam mendukung operasional perusahaan, terutama pada industri logistik dan pelabuhan yang kompetitif seperti PT Pelindo Multi Terminal. Divisi Pengelolaan Keuangan dan Perpajakan melalui Departemen Perbendaharaan memiliki peran sentral dalam merencanakan, menyalurkan, dan mengawasi arus kas perusahaan. Permasalahan yang dihadapi mitra adalah kesulitan pegawai dalam mengingat kode-kode transaksi SAP yang bersifat teknis dan tidak intuitif, yang berdampak pada efektivitas kerja. Kegiatan ini bertujuan untuk mengidentifikasi prosedur kerja serta memberikan rekomendasi peningkatan kompetensi teknis pengguna SAP. Metode yang digunakan dalam pelaksanaan kegiatan adalah observasi langsung, partisipasi aktif dalam proses keuangan, dan analisis penerapan sistem ERP. Hasil kegiatan menunjukkan bahwa proses keuangan seperti rekap permintaan dan pertanggungjawaban virtual account, rekonsiliasi bank, dan perekapan rekening koran dapat terlaksana dengan lancar. Kesimpulan dari kegiatan ini menegaskan pentingnya pelatihan berbasis praktik dan pemanfaatan fitur SAP seperti Custom Menu untuk meningkatkan efisiensi dan akurasi kerja. Kegiatan ini berkontribusi dalam meningkatkan kesiapan SDM menghadapi tuntutan sistem digital berbasis ERP di lingkungan korporasi.
Co-Authors Abdul Munif Andreas Panjaitan Anggiat Parlindungan Simbolon Artha Putri Br Karo Asima Manurung Hutagalung, Debora Silvia Jamardua Haro - Jenny Sari Tarigan John Sihar Manurung - Josefa Sitorus Katrin Jenny Sirait Manurung, Jhon Sihar Rismawati Sarah Rouli Tambunan, Sarah Rouli Silitonga, Grace Christina Lasmaida Syahdan, M. Sakti Yohana Yulianti Simbolon