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All Journal Majalah Ilmiah Cahaya Ilmu Jurnal Ilmiah Riset dan Pengembangan International Journal of Multidisciplinary Reseach
Devy Pramudiana, Ika
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Journal : International Journal of Multidisciplinary Reseach

 1 
COLLABORATION-BASED PUBLIC SERVICES: THE ROLE OF THE SURABAYA CITY CIVIL SERVICE POLICE UNIT AND LOCAL STAKESHOLDERS IN SUKOLILO DISTRICT Arif Fitriansyah , Dimas; Roekminiati, Sri; Devy pramudiana, Ika; Pramono , Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This research examines cooperative public service practices involving the Municipal Police (Satpol PP) of Surabaya City and local stakeholders in the Sukolilo District, emphasizing the mapping of the collaboration network, evaluating coordination mechanisms, and identifying challenges and effective strategies that can enhance the execution of local policies. Employing a descriptive qualitative method, data were gathered via in-depth interviews, participatory observations, and document analysis, then analyzed through thematic analysis to uncover interaction patterns, role allocation, and collaborative governance dynamics at the community level. The results indicate that the collaboration network includes governmental bodies, community leaders, local units, business representatives, and security organizations, though the level of interaction and frequency differ by region. Coordination mechanisms function via official platforms and online communication channels; however, issues remain, such as overlapping authorities, uneven information distribution, and restricted human resources. Notwithstanding these challenges, a number of best practices arise, including the utilization of digital communication tools for swift responses, engagement of community leaders in resolving conflicts, and the implementation of collaborative enforcement strategies. The research highlights the necessity to bolster collaborative governance frameworks, improve cross-sectoral capacity development, and standardize coordination methods to enhance the efficiency of public service delivery. This study enhances collaborative governance frameworks in urban settings and provides policy suggestions to strengthen partnership-driven public services.
INCLUSIVE BANKING SERVICE TRANSFORMATION STRATEGY TO INCREASE CUSTOMER LOYALTY AT BRI SIDOARJO BRANCH Fadli Arwan , Dio; Sholichah , Nihayatus; Patria W , Dandy; Devy Pramudiana, Ika
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This study explores public and financial service dynamics in Sidoarjo Regency through two lenses: flood mitigation in Krian District and inclusive banking at Bank BRI. Both sectors face challenges in transitioning from rigid frameworks to adaptive, human-centric ecosystems. Methodologically, this research employs a qualitative descriptive approach. In the first context, findings indicate that synergy between the Environmental Office (DLH) and Disaster Management Agency (BPBD) is rooted in trust-building and data transparency. However, systemic hurdles like budgetary rigidity and jurisdictional ambiguity regarding central government rivers (BBWS) hinder optimal resource sharing. Parallelly, Bank BRI Sidoarjo enhances customer loyalty through "hybrid banking," integrating digital efficiency with high-touch human interaction. The roles of "Mantri" and "Digital Advisors" create emotional loyalty, proving that empathy remains vital amidst digitalization. Both studies conclude that technological advancement reaches peak effectiveness only with institutional frameworks prioritizing human empathy and integration. The research recommends formalizing integrated SOPs and issuing local regulations, such as a Regent Regulation, to provide a legal umbrella for administrative flexibility. This ensures sustainable, inclusive service delivery for the Sidoarjo community.
COLLABORATIVE GOVERNANCE: SYNERGY OF ENVIRONMENTAL AGENCY AND BPBD IN FLOOD MITIGATION IN KRIAN DISTRICT Muslimin; Mustofah , Amirul; Haryati , Eny; Devy Pramudiana, Ika
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This research analyzes the synergy between the Environmental Office (DLH) and the Regional Disaster Management Agency (BPBD) in flood mitigation in Krian District, Sidoarjo, through Collaborative Governance. Krian faces annual flood risks due to land-use changes and high sedimentation. Methodologically, this study employs a qualitative descriptive approach with a case study design. Data were collected through in-depth interviews, observation, and documentation, then analyzed using the Miles, Huberman, and Saldana interactive model. The findings indicate that collaboration has successfully transformed inter-institutional relationships into a synergistic ecosystem. Trust-building and data transparency have minimized "sectoral egos," where DLH utilizes BPBD’s vulnerability mapping for drainage maintenance. Integrated field actions have achieved "small wins" by reducing inundation duration in public areas. However, systemic hurdles remain, including budgetary rigidity and jurisdictional ambiguity regarding rivers under central government authority. Different organizational paces also create response gaps. The study concludes that this collaboration must transition from ad-hoc agreements to a legalized framework. Recommendations include issuing a Regent Regulation for budget flexibility and creating an integrated real-time dashboard to synchronize preventive flood mitigation actions.
ANALYSIS OF COMMUNITY COMPLAINT HANDLING RESPONSIVENESS AS A STRATEGY FOR IMPROVING PUBLIC SERVICE QUALITY AT THE CIVIL SERVICE POLICE UNIT OF SUKOLILO DISTRICT, SURABAYA CITY Zulianingsih, Nur; Devy Pramudiana, Ika; Roekminiati, Sri; Pramono, Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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Modern public services increasingly emphasize high responsiveness. However, the Civil Service Police Unit (Satpol PP) of Sukolilo District faces significant challenges in managing public complaints due to the high dynamics of public order disturbances in an area with dense socio-economic activity. This study aims to analyze the responsiveness of complaint handling as a fundamental strategy for improving the quality of public services, and to identify determinant factors that hinder the effectiveness of service recovery mechanisms at the district level. Employing a qualitative approach with a case study design, the research explores the dynamics of street-level bureaucracy. Data were collected through in-depth interviews with structural officials, field officers, and reporting citizens, complemented by participatory observation of service processes and a review of Standard Operating Procedure (SOP) documents. The analysis integrates service quality and complaint management theories to examine the dimensions of responsiveness and procedural reliability within the law enforcement ecosystem. The findings indicate that officers’ responsiveness remains suboptimal, as the actual average response time frequently exceeds the 1×24-hour standard due to resource constraints and the exercise of discretion that tends to be reactive to social media pressure (viral-based response). The service recovery mechanism is still partial and does not consistently address root causes, directly contributing to stagnant levels of public satisfaction. The study concludes that systemic transformation is essential, recommending real-time integration of digital complaint channels with patrol units and the adoption of a collaborative approach based on community participation to achieve adaptive and accountable services.
THE EFFECTIVENESS OF STREET VENDOR GUIDANCE PROGRAM BY THE CIVIL SERVICE POLICE UNIT OF GRESIK REGENCY BASED ON GOOD GOVERNANCE PERSPECTIVE Rohman, Fatqur; Dwijosusilo, Kristyan; Devy Pramudiana, Ika
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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This study aims to analyze the effectiveness of the street vendor (PKL) guidance program by the Civil Service Police Unit (Satpol PP) of Gresik Regency based on good governance perspective and to identify supporting and inhibiting factors of program effectiveness. The research employs a qualitative method with a descriptive approach. Data collection was conducted through in-depth interviews with eight informants consisting of Satpol PP officials, village head, street vendors, and community members. Data analysis used Miles and Huberman's interactive model which includes data reduction, data display, and conclusion drawing. The theoretical framework used is program effectiveness theory from Duncan in Steers (1985) and good governance principles from UNDP (1997). The results show that the effectiveness of the street vendor guidance program is fairly good with target coverage reaching 73.6% and street vendor compliance rate of 60.4%. The implementation of transparency, accountability, responsiveness, and rule of law principles has been running well, however the participation principle still needs improvement. Supporting factors include regulatory support, inter-agency coordination, humanistic approach, and existence of street vendor associations. Inhibiting factors include limited relocation sites, limited resources, suboptimal compliance rates, and limited street vendor participation. The study recommends enhancing street vendor participation in policy formulation and providing more economically viable relocation sites.
DIGITAL SERVICE TRANSFORMATION AT THE SUB-DISTRICT LEVEL: A STUDY OF THE EFFECTIVENESS OF MYBCA SERVICES FOR BCA BANK CUSTOMERS AT THE PONOROGO COKROAMINOTO BRANCH OFFICE Abdi Pramudya , Rio; Widyawati; Devy Pramudiana, Ika
International Journal of Multidisciplinary Reseach Vol. 2 No. 1 (2026): February
Publisher : International Journal of Multidisciplinary Reseach

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This research aims to describe and analyze the effectiveness of digital service transformation through the myBCA ecosystem at Bank BCA KCP Ponorogo Cokroaminoto within the framework of Public Administration. As the paradigm shifts from Old Public Administration (OPA) toward New Public Service (NPS), public service institutions are increasingly required to prioritize citizen dignity, transparency, and accountability. This study employs a qualitative descriptive approach, using in-depth interviews, passive participatory observation, and documentation to capture the depth of human perception and social interaction in public services. Informants were selected through purposive sampling, including branch management, frontliners (Customer Service and Tellers), and customers. The results indicate that the migration to the myBCA ecosystem has successfully achieved significant service efficiency by shifting routine administrative burdens from bank counters directly to the customers' hands. Through features like Single ID, customers can manage multiple accounts independently, which is particularly beneficial for high-mobility business actors in the Cokroaminoto area. This phenomenon, identified as debureaucratization, allows frontliners to shift their focus from clerical tasks to high-quality consultative services that require empathy and deep analysis. Furthermore, the study finds that the success of digital adaptation is fundamentally supported by the synergy between E-Service Quality and the responsiveness of bank personnel. While the application provides usability and reliability, the role of staff as "digital educators" remains crucial in bridging the digital divide for less tech-savvy customers. Proactive responsiveness and "digital empathy" demonstrated by frontliners and security personnel enhance public trust by ensuring that professional human support is always accessible. In alignment with Law No. 25 of 2009 concerning Public Services, the transparency and real-time information provided by myBCA minimize information asymmetry and strengthen institutional legitimacy. Ultimately, digital efficiency at KCP Ponorogo is defined by a balance between reliable systems and responsive personnel, creating an inclusive and agile banking ecosystem
EFFECTIVENESS OF VILLAGE FUND USE ON PHYSICAL AND NON-PHYSICAL INFRASTRUCTURE DEVELOPMENT IN ENAROTALI VILLAGE, PANIAI REGENCY Mote, Evikson; Devy Pramudiana, Ika; Widyawati
International Journal of Multidisciplinary Reseach Vol. 2 No. 1 (2026): February
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This study aims to evaluate the effectiveness of Village Fund utilization for physical and non-physical infrastructure development in Enarotali Village, East Paniai District, Paniai Regency, and to uncover the influencing factors in order to strengthen transparent and accountable village financial governance. The research approach used is qualitative with analytical descriptive method, where data is collected through participatory observation, in-depth interviews with key informants such as the Village Head and community leaders, and documentation of the 2023-2025 Village Budget realization report. The results of the study indicate that the use of Village Funds in Enarotali Village in the implementation of physical and non-physical infrastructure development is classified as effective due to the continuity of well-planned work programs. Quantitatively, the realization of the 2023-2025 physical budget ranges from 70% to 73% (Rp477 million - Rp548 million) which is focused on road construction to Mount Pogei tourist area and drainage maintenance. Meanwhile, the realization of the non-physical budget ranged from 10% to 11% (Rp63 million – Rp82 million) allocated for technical guidance on village tourism development, entrepreneurship training, and strengthening the capacity of BUMDes. This effectiveness is supported by four main indicators: the achievement of welfare-oriented goals, thorough planning through the Musrenbangdes forum, the preparation of appropriate programs in accordance with Law Number 6 of 2014, and a monitoring system involving the community and district auditors. Despite challenges such as geographical constraints and delays in disbursement of funds from the local government, which often only arrived at the end of the year, the village government was able to maintain synchronization between the development of physical infrastructure and improving the quality of human resources. This success proves that good coordination between participatory planning and strict monitoring is the main key to minimizing budget irregularities while ensuring maximum benefits for the community in remote areas of Enarotali Village.
HEALTHCARE SERVICE INNOVATION IN ISOLATED REGIONS: AN ANALYSIS OF THE MOBILE PUSKESMAS PROGRAM IN PAPUA Ibrahim; Dwijosusilo , Kristyan; Devy Pramudiana, Ika
International Journal of Multidisciplinary Reseach Vol. 2 No. 1 (2026): February
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Health service accessibility in isolated areas of Papua represents a critical problem faced by Indonesia, where communities must travel 2-3 days on foot to reach the nearest health facility, resulting in high maternal and infant mortality rates. This study aims to analyze the effectiveness of the Mobile Health Center (Puskesmas Bergerak) Program implementation in Papua in improving access and quality of health services in isolated areas using Everett M. Rogers' diffusion of innovation theory. This research employs a qualitative method with data collection through in-depth interviews with key informants including the Head of Yakonde Village Kurulu District Yahukimo Regency, Head of Wainaga Village, health center staff, and service recipients. Primary data was collected through direct observation and analysis of program evaluation documents to understand the dynamics of health service innovation adoption in isolated areas. Research findings indicate significant success of the Mobile Health Center Program with total elimination of maternal mortality over the past 3 years in Yakonde Village, elimination of infant mortality cases due to diarrhea and high fever, and spontaneous program adoption by neighboring villages through observational learning. This program has successfully transformed health service accessibility from previously unreachable to routine reality with medical team visits every two weeks. The study recommends strengthening the monitoring system, increasing operational budget, developing service protocols adapted to Papua conditions, and establishing local health cadres for program sustainability.
Co-Authors Abdi Pramudya , Rio Arif Fitriansyah , Dimas Arinda, Tata Novia Dwijosusilo , Kristyan Dwijosusilo, Kristyan Fadli Arwan , Dio Haryati , Eny Ibrahim Kamariyah, Sri Kuswanto, Andri Mote, Evikson MUSLIMIN Mustofah , Amirul Patria W , Dandy Pramono , Sapto Pramono, Sapto Putri Octafiani, Putri Roekminiati, Sri Rohman, Fatqur Sholichah , Nihayatus Widyawati Zulianingsih, Nur