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All Journal Journal of Management and Social Sciences NAAFI: JURNAL ILMIAH MAHASISWA
M. Khairul Anwar
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Library & Information Science Social Sciences Transportation

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Inovasi Pelayanan Kesejahteraan Mitra UMKM Melalui Aplikasi Betang Mobile di PT. Bank Pembangunan Kalimatan Tengah Fiqih Noverian Eka Putra; Ika Devy Pramudiana; M. Khairul Anwar
Journal of Management and Social Sciences Vol. 4 No. 1 (2025): Journal of Management and Social Sciences
Publisher : Sekolah Tinggi Ilmu Administrasi Yappi Makassar Jl. Sumba no 46, Kota Makassar, Sulawesi Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimas.v4i1.1755

Abstract

This study aims to analyze the implementation of the Betang Mobile application as an innovation in welfare services for MSME partners at PT. Bank Pembangunan Kalimantan Tengah. The study uses a qualitative approach with in-depth interviews and document analysis to explore the experiences and perspectives of various stakeholders involved, including MSME customers, customer service, and bank management. The research method applied is a case study with an innovation diffusion theory approach as proposed by Everett M. Rogers (1995). In this study, five key characteristics of innovation diffusion relative advantage, compatibility, complexity, trialability, and observability are used to evaluate the impact and acceptance of the Betang Mobile application among MSME partners. Data collected from interviews with informants, including MSME customers and customer service, indicate that 75% of MSME players feel the application enhances service access, while 85% of users find the application compatible with their needs. The findings show that the Betang Mobile application has provided benefits in terms of efficiency and ease of access for MSME partners. About 40% of users report increased satisfaction, and 82% consider the application more efficient compared to traditional methods. Challenges include the adoption of technology by older MSME players and those in remote areas. Based on these findings, the study recommends that Bank Pembangunan Kalimantan Tengah focus on digital education for MSME partners, strengthen data security systems, and consistently update features to maintain the application's relevance. In conclusion, the Betang Mobile application has proven to make a positive contribution to the welfare services of MSME partners, with visible impacts on the accessibility and efficiency of banking services. To enhance the effectiveness of this application, it is recommended that Bank Pembangunan Kalimantan Tengah address challenges related to technology adoption and data security, as well as conduct regular evaluations of the application's features to keep them aligned with evolving user needs.
Analisis Kualitas Pelayanan Penerbitan Surat Keterangan Tempat Tinggal Orang Asing (SKTT-OA) pada Dinas Kependudukan dan Pencatatan Sipil Kota Surabaya Moh. Afif Subhan; Ika Devy Pramudiana; M. Khairul Anwar; Dendy Patrija W
NAAFI: JURNAL ILMIAH MAHASISWA Vol. 1 No. 1 (2024): Desember: JURNAL ILMIAH MAHASISWA (NAAFI)
Publisher : Pusat Penelitian dan Pengabdian (P3M) STKIP Majenang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62387/naafijurnalilmiahmahasiswa.v1i1.78

Abstract

This study aims to analyze the quality of service in issuing the Certificate of Temporary Stay for Foreigners (SKTT-OA) at the Department of Population and Civil Registration (Dispendukcapil) in Surabaya City. Using a descriptive qualitative approach, this research refers to the service quality dimensions proposed by Parasuraman, Zeithaml, and Berry, which include tangible, reliability, responsiveness, assurance, and empathy. Data were collected through observation, interviews with staff and SKTT-OA applicants, as well as documentation related to the service process. The research findings indicate that, in general, the quality of service at Dispendukcapil Surabaya is adequate. The tangible dimension reflects complete facilities, although maintenance of some infrastructure such as computers and printers needs improvement. The reliability dimension shows high dependability with professionalism and good communication skills from the staff, including with Foreign Nationals (WNA). In the responsiveness dimension, the staff’s promptness in providing fast and responsive service to applicants’ needs is evident. However, in the assurance dimension, although data security guarantees and clear procedures are in place, inter-agency processes often cause delays. The empathy dimension is highly appreciated due to the friendly and attentive attitude of the Dispendukcapil staff toward WNA. This study concludes that the SKTT-OA service meets most of the quality standards but requires improvement in facility maintenance and inter-agency coordination. The recommendations include improving infrastructure maintenance, strengthening the online service system, providing continuous staff training, and conducting regular evaluations of applicant satisfaction to ensure service quality is maintained.
Co-Authors Dendy Patrija W Fiqih Noverian Eka Putra Ika Devy Pramudiana Moh. Afif Subhan