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All Journal Aksi Kita: Jurnal Pengabdian Kepada Masyarakat International Journal of Multidisciplinary Reseach
Widyawati
Universitas Dr. Soetomo Surabaya
Computer Science & IT Economics, Econometrics & Finance Education Engineering Environmental Science Social Sciences Other

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Pendampingan Dan Edukasi Penggunaan Customer Service Mobile KAI Sebagai Inovasi Layanan Prima pada Angkutan Lebaran Raditya Adi Kartika; Ika Devy Pramudiana; Nihayatus Sholichah; Sri Kamariyah; Widyawati
Aksi Kita: Jurnal Pengabdian kepada Masyarakat Vol. 1 No. 4 (2025): JULI-AGUSTUS
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/9fm8b356

Abstract

Peranan customer service sebagai wajah perusahaan menjadi sangat penting dalam usaha mendapatkan dan mempertahankan pelanggan. Diadakannya customer service mobile di PT Kereta Api Indonesia pada masa angkutan lebaran yaitu untuk memberikan pelayanan yang terbaik kepada pelanggan berupa segala bentuk informasi mengenai PT. Kereta Api Indonesia dan mendengarkan keluhannya serta memberikan mereka Solusi. Customer service mobile bertanggung jawab untuk memberikan informasi serta pelayanan kepada pelanggan sehubungan dengan berbagai informasi mengenai seputar perjalanan kereta api. Layanan customer service mobile juga membantu untuk memecah terjadinya antrian baik dalam proses check in tiket, kedatangan kereta, penggunaan trolly untuk barang bawaan, dan lain sebagainya. Metode yang digunakan adalah memberikan pendampingan secara intensif dan berkelanjutan kepada mahasiswa peserta magang kerja dalam rentang waktu pelaksanaan kegiatannya. Adapun hasil pembahasan penelitian ini peran petugas Customer Service Mobile KAI mampu melaksanakan tugasnya sebagai pemberi informasi yang dibutuhkan oleh pelanggan kereta api disaat masa angkutan lebaran maupun memperkenalkan produk-produk yang diberikan oleh PT KAI. Pengabdian kepada masyarakat yang dilakukan mencakup empat tahap utama, yaitu tingkah laku sopan, cara penyampaian informasi yang tepat sasaran, waktu penyampaian yang sesuai, dan keramahan. Peneliti melayani pelanggan kereta api dengan sikap sesuai SOP agar informasi yang diberikan memuaskan. Informasi atau tindakan ini diberikan sesuai kebutuhan pelanggan kereta api, seperti pemesanan ataupun pembatalan tiket kereta api, pemesanan e-porter. Penyampaian informasi disesuaikan dengan kondisi penumpang, apakah terburu-buru atau tidak. Dalam hal keramahan, petugas Customer Service Mobile selalu menerapkan prinsip 7S saat melayani pelanggan.
ANALYSIS OF OPPORTUNITIES AND CHALLENGES FOR DEVELOPMENT OF THE MALINAU REGENCY (INDONESIA) - MALAYSIA BORDER AREA Bilung Ajang; Kresna Adhi Prahmana; Widyawati
International Journal of Multidisciplinary Reseach Vol. 2 No. 4 (2026): Agust
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

Malinau Regency shares a border with Malaysia, but progress has been uneven. The Human Development Index rose to 74.72 in 2024, while the poverty rate also rose to 6.94 percent. Residents in remote sub-districts remain isolated and dependent on supplies from Malaysia. This study aims to map the opportunities and challenges for development in Malinau's border areas while developing strategies that balance security and well-being. The method used is a qualitative case study design. The population comprised communities and stakeholders in five border sub-districts: Kayan Hulu, Kayan Selatan, Bahau Hulu, Pujungan, and Sungai Boh. The sample was selected purposively, consisting of twelve key informants, ranging from regional planners, border managers, sub-district heads, and traditional leaders to traders, health workers, and teachers. Data were collected through in-depth interviews, observations, and document reviews, then analyzed using the Miles, Huberman, and Saldaña model. Data were summarized, presented, and conclusions were drawn, supported by a SWOT analysis using the IFAS and EFAS matrices. As a result, the biggest challenges are isolation, high costs in the region, cross-border dependencies, and fragmented coordination. Opportunities lie in resource wealth, indigenous social capital, and support for national priorities. An IFAS score of 2.37 and an EFAS score of 2.66 place Malinau in Quadrant I with coordinates of +0.75 and +0.70, respectively, suggesting an aggressive strategy. However, these opportunities can only be achieved if internal weaknesses are addressed first. In conclusion, Malinau's underdevelopment is structural. Opportunities will only be unlocked if connectivity, basic services, the local economy, and integrated data are improved within a welfare border framework.
RESPONSIVENESS OF AMBULANCE MOBILIZATION SERVICES IN HANDLING ELDERLY EMERGENCIES AT THE MAGETAN PSTW UPT Agus Suprapto; Sri Roekminiati; Widyawati
International Journal of Multidisciplinary Reseach Vol. 2 No. 5 (2026): Oktober
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

The rapid growth of the elderly population demands the readiness of an adaptive and responsive social service system from the government. In social care settings, handling medical emergencies for the elderly requires ensuring a golden hour through responsive and measurable evacuation services. This study aims to examine and analyze the dynamics of ambulance mobilization services responsiveness in handling medical emergencies for the elderly at the UPT Panti Sosial Tresna Werdha (PSTW) Magetan. The research method used is qualitative with a descriptive analytical design. The research subjects were determined purposively, including ambulance drivers as key informants, and the Head of the UPT, accompanying nurses, and beneficiaries as supporting informants. Data collection was conducted through in-depth interviews, passive participatory observation, and logbook documentation studies. Data validity was tested using source and technique triangulation, while data analysis applied the interactive model of Miles, Huberman, and Saldaña. The results of the study indicate that ambulance mobilization services at the UPT PSTW Magetan have been running responsively and effectively. This responsive performance is supported by two main pillars. First, the consistent preventive fleet maintenance management carried out by the Mobilization Service Operator, including engine maintenance, electrical systems, siren function, and the availability of sterile oxygen, ensures the fleet is always in "Ready for Service" status. Second, the timely response time for medical evacuations to Dr. Sayidiman Regional Hospital averages 25 to 30 minutes, with a fleet preparation time of only 5 to 10 minutes after the report is received. Theoretically, these findings reflect the actualization of the New Public Service (NPS) paradigm and the role of ambulance drivers as street-level bureaucrats who use discretion positively, quickly, and humanely to prioritize the safety of vulnerable groups. This study recommends strengthening digital coordination channels with referral hospitals, Basic Life Support (BLS) training for drivers, and proposing a reserve fleet to mitigate emergency escalations.
Co-Authors Agus Suprapto Bilung Ajang Ika Devy Pramudiana Kresna Adhi Prahmana Nihayatus Sholichah Raditya Adi Kartika Sri Kamariyah Sri Roekminiati