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All Journal GEMA : Jurnal Gentiaras Manajemen dan Akuntansi Jurnal Abdimas Multidisiplin
Desi Derina Yusda
Universitas Mitra Indonesia, Lampung, Indonesia
Humanities Economics, Econometrics & Finance Education Social Sciences Other

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Penanganan Keluhan, Kualitas Pelayanan, Kepuasan Pelanggan Della Shafira; Susi Indriyani; Desi Derina Yusda
GEMA : Jurnal Gentiaras Manajemen dan Akuntansi Vol 18 No 1 (2026): GEMA: Jurnal Gentiaras Manajemen dan Akuntansi
Publisher : Lembaga Penelitian, dan Pengabdian Kepada Masyarakat (LPPM) STIE GENTIARAS Bandar Lampung dan berkolaborasi dengan Ikatan Akuntan Indonesia Kompartemen Akuntan Pendidik (IAI KAPd)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47768/gema.v18i1.202606

Abstract

The increasing number of customer complaints from PDAM Way Rilau Bandar Lampung indicates the need to evaluate complaint handling and service quality to improve customer satisfaction. This study aims to analyze the influence of complaint handling and service quality on customer satisfaction at PDAM Way Rilau. The study used a quantitative approach with a survey method involving 381 respondents selected through purposive sampling from 53,029 active customers. Data were collected using a questionnaire and analyzed using multiple linear regression using SPSS version 20. The results showed that complaint handling had a positive and significant effect on customer satisfaction (β = 0.384; t = 4.139; p < 0.001), as did service quality (β = 0.471; t = 6.008; p < 0.001). Simultaneously, both variables significantly influenced customer satisfaction (F = 106.224; p < 0.001) with a coefficient of determination (R²) of 0.360. These findings indicate that service quality and effective complaint handling are important factors in increasing customer satisfaction. Theoretically, this study strengthens the public service management literature by confirming that service quality and complaint handling are the primary determinants of customer satisfaction in regional water service providers.
Penguatan Literasi Pemasaran Digital Pengrajin Emping Melinjo Susi Indriyani; Pipit Novilasari; Desi Derina Yusda; Dwi Silvia; Adhi Nurhartanto
Jurnal Abdimas Multidisiplin Vol 4 No 2 (2026): April
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jamu.v4i2.6092

Abstract

Purpose: This community service program aims to enhance digital marketing literacy among emping melinjo artisans in Bernung Village, Pesawaran Regency, by strengthening their understanding of basic marketing management and the effective use of social media as a marketing tool to support micro-enterprise digital transformation. Research Methodology: The program employed a Participatory Action Research (PAR) approach involving 25 active emping melinjo artisans. Activities were conducted through sequential stages, including initial assessment (pre-test), training on marketing management concepts (segmentation, targeting, positioning, and branding), hands-on digital marketing workshops using social media platforms, mentoring, and final evaluation (post-test). Quantitative analysis was applied using paired sample comparisons to assess changes in participants’ literacy levels. Results: The results indicated a statistically significant improvement in the participants’ digital marketing literacy, with the average score increasing from 50 in the pre-test to 85 in the post-test. Participants demonstrated improved market-oriented thinking and successfully applied the training outcomes by creating business-related social media accounts and producing basic promotional content. Conclusions: The program effectively strengthened digital marketing literacy and facilitated a shift from production-oriented practices to market-oriented strategies among traditional food micro-enterprises. Limitations: The primary limitation lies in the relatively short mentoring period (17-22 November 2025), which restricts the measurement of long-term economic impacts, such as revenue growth and market expansion. Contributions: This program contributes practically by empowering rural microenterprises to adopt digital marketing strategies and academically by offering a replicable community-based model for enhancing digital marketing literacy in post-pandemic contexts.
Co-Authors Adhi Nurhartanto Della Shafira Dwi Silvia Pipit Novilasari Susi Indriyani