Garuda - Garba Rujukan Digital

Peran Kualitas Layanan dan Harapan Pelanggan terhadap Kepuasan melalui Nilai yang Dirasakan Siregar, Izza Nur Lathifa; Ravenska, Nanda; Fitriani , Laksmi; Tindaon, Susi Susanti
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 6 No. 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4898

Purpose: Customer satisfaction is a critical benchmark in assessing the performance of state-owned enterprises (SOEs) as it represents public trust and long-term service sustainability. In the electricity sector, performance is measured not only by technical indicators but also by the ability to fulfill customer expectations and deliver perceived value. Methodology/Approach: The research employed a quantitative explanatory design, surveying 249 customers of PLN UP3 Bandung who had used the contact center service within the last six months, selected using purposive sampling. Data validity and reliability were tested with SPSS, while hypothesis testing and structural modeling were conducted using SEM-PLS with SmartPLS. Results/Findings: The analysis demonstrates that service quality has a strong and significant influence on perceived value and satisfaction (0.688). Customer expectations also positively affect perceived value (0.241). Moreover, perceived value mediates the influence of both variables on customer satisfaction, with a path coefficient of 0.823. These findings led to the formulation of five strategic initiatives aimed at strengthening customer interaction and improving satisfaction levels at PLN UP3 Bandung. Conclusions: The study concludes that enhancing service quality and aligning with customer expectations directly and indirectly increases satisfaction through perceived value. Strengthening perceived value contributes to customer loyalty, trust, and sustainable service delivery. Limitations: The study is limited to one PLN regional unit and a short data collection period. Contribution: This research provides practical insights for PLN in optimizing service strategies and enriches academic discussions on the mediating role of perceived value in shaping satisfaction.

Public Service Innovation Through E-Government: A Case Study of the Bandung District Court, Class 1a Special SHABIRA, Azka Lina Sani; TINDAON, Susi Susanti; SUDRAJAT, Achmad Sodik; HARAHAP, Anggi Syahadat
Journal of Governance, Taxation and Auditing Vol. 4 No. 2 (2025): Journal of Governance, Taxation and Auditing (October - December 2025) -
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/jogta.v4i2.1611

Digital transformation in the judicial sector represents a key aspect of e-Government implementation, aimed at enhancing the effectiveness, transparency, and accountability of public services. The Supreme Court of the Republic of Indonesia has developed various technology-based innovations, including the Case Tracking Information System (SIPP), e-Court, Integrated Service Center (PTSP) Online, and the Supervisory Information System (SIWAS). The Bandung District Court Class 1A Special, as one of the courts with a high caseload, faces an urgent need to adopt digital service innovations. This study aims to analyze the implementation of e-Government-based public service innovations in the Bandung District Court Class 1A Special. A qualitative approach with descriptive analysis was employed, supported by secondary data from regulations, official Supreme Court reports, and SIPP records of the Bandung District Court. The analysis was carried out using the SWOT-TOWS framework to identify enabling factors, barriers, and opportunities for system development. The findings indicate that e-Government innovations have improved service accessibility, accelerated administrative processes, and strengthened case transparency. However, challenges remain, including limited platform integration, non-real-time data updates, uneven human resource capacity, and low levels of digital literacy among users. The proposed optimization strategies include enhancing system interoperability, providing intensive training for court staff, and strengthening technical regulations to ensure consistent implementation. This study contributes theoretically to the discourse on e-Government-based public service innovation and offers practical recommendations for the Supreme Court and district courts in building more responsive, transparent, and sustainable public services.

Implementasi Program Kartu Identitas Anak (KIA) di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bandung Barat Azzahra, Aqila; Tindaon, Susi Susanti
Jurnal Pendidikan Tambusai Vol. 8 No. 3 (2024)
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai, Riau, Indonesia

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

Penelitian ini dilaksanakan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bandung Barat. Tujuan dari penelitian ini yaitu untuk mengetahui bagaimana implementasi program Kartu Identitas Anak (KIA) pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bandung Barat, dan untuk mengetahui faktor penghambat dalam implementasi program Kartu Identitas Anak (KIA) pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bandung Barat. Penelitian ini menggunakan metode deskriptif kualitatif dengan pendekatan studi lapangan. Hasil penelitian berdasarkan Implementasi Program David C.Korten, terdiri dari tiga elemen utama yaitu program, pelaksanaan program, dan kelompok sasaran, menunjukkan bahwa tingkat kepemilikan KIA di Kabupaten Bandung Barat masih rendah. Faktor penghambat program Kartu Identitas Anak (KIA) di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bandung Barat meliputi Proses administratrif yang rumit serta adanya masalah teknis, Kurangnya dukungan sumber daya, Urgensitas dari program masih terbilang rendah. Upaya yang dapat dilakukan yaitu memperkuat sosialisasi kepada masyarakat, menyederhanakan prosedur pembuatan KIA, meningkatkan kapasitas organisasi, memanfaatkan teknologi informasi, dan melakukan evaluasi berkala terhadap pelaksanaan program.

Peran Kualitas Layanan dan Harapan Pelanggan terhadap Kepuasan melalui Nilai yang Dirasakan Siregar, Izza Nur Lathifa; Ravenska, Nanda; Fitriani , Laksmi; Tindaon, Susi Susanti
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4898

Purpose: Customer satisfaction is a critical benchmark in assessing the performance of state-owned enterprises (SOEs) as it represents public trust and long-term service sustainability. In the electricity sector, performance is measured not only by technical indicators but also by the ability to fulfill customer expectations and deliver perceived value. Methodology/Approach: The research employed a quantitative explanatory design, surveying 249 customers of PLN UP3 Bandung who had used the contact center service within the last six months, selected using purposive sampling. Data validity and reliability were tested with SPSS, while hypothesis testing and structural modeling were conducted using SEM-PLS with SmartPLS. Results/Findings: The analysis demonstrates that service quality has a strong and significant influence on perceived value and satisfaction (0.688). Customer expectations also positively affect perceived value (0.241). Moreover, perceived value mediates the influence of both variables on customer satisfaction, with a path coefficient of 0.823. These findings led to the formulation of five strategic initiatives aimed at strengthening customer interaction and improving satisfaction levels at PLN UP3 Bandung. Conclusions: The study concludes that enhancing service quality and aligning with customer expectations directly and indirectly increases satisfaction through perceived value. Strengthening perceived value contributes to customer loyalty, trust, and sustainable service delivery. Limitations: The study is limited to one PLN regional unit and a short data collection period. Contribution: This research provides practical insights for PLN in optimizing service strategies and enriches academic discussions on the mediating role of perceived value in shaping satisfaction.

Exploring artificial intelligence adoption challenges: bridging the technology gap for marketing advancements Tindaon, Susi Susanti; Banurea, Jonas Meylan Freddy
IAES International Journal of Artificial Intelligence (IJ-AI) Vol 15, No 1: February 2026
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijai.v15.i1.pp56-65

Artificial intelligence (AI) holds immense potential to enhance marketing strategies for micro, small, and medium enterprises (MSMEs). However, significant barriers, including financial constraints, limited digital literacy, and inadequate government support, hinder its widespread adoption. This study compares AI adoption challenges across two Indonesian MSME ecosystems; tourism-oriented Bali and agrarian Garut using the diffusion of innovation (DOI) lens and complementary model⎯technology organization environment (TOE), technology acceptance model (TAM), unified theory of acceptance and use of technology (UTAUT). The findings reveal that MSMEs in Bali exhibit characteristics of "early adopters" and "early majority," driven by the demands of the tourism sector. In contrast, MSMEs in Garut align more with "late majority" and "laggard" profiles, constrained by infrastructural and resource limitations. By mapping these regional disparities onto the DOI curve, this study provides actionable insights for policymakers. It advocates for the development of ecosystem-aware, tailored strategies to bridge the digital divide and foster inclusive digital transformation, enabling MSMEs across diverse regions to leverage AI for a sustainable competitive advantage.

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