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Journal of Digital Literacy and Volunteering
Published by Puslitbang Akademi Relawan TIK Indonesia
ISSN : -     EISSN : 29858518     DOI : https://doi.org/10.57119/litdig
Core Subject : Science, Education,
Computer Science & IT Decision Sciences, Operations Research & Management Other
Journal of Digital Literacy and Volunteering (EISSN. 2985-8518) is a scientific journal to publish research results and literature studies. It managed & published by Puslitbang Akademi Relawan TIK Indonesia. This journal published 2 times a year, every January & July (with model publish as you go). Focus & Scope of this journal is in the field of digital literacy, information technology and socio informatics. This journal accepts manuscripts in Indonesian or English according to the template provided.
Arjuna Subject : Ilmu Komputer (semua kategori) - Ilmu Komputer (Lain-Lain)
Articles 69 Documents
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Customer Relationship Management (CRM) Analysis of a Public Complaint Service Website at the Public Service Mall of South Lampung Regency Firdaus Chaniago; M. Natsir Hendy Tri Putra; Hafina Oktaviani; Tri Winarti; M. Said Hasibuan
Journal of Digital Literacy and Volunteering Vol. 3 No. 2 (2025): July
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v3i2.190

Abstract

Public complaint service websites play an important role in supporting the improvement of digital-based public services, particularly within the Public Service Mall (PSM) environment that integrates multiple service institutions. Managing public complaints not only as administrative records but also as a means of managing relationships between government and citizens remains a key challenge in integrated public service delivery. This study aims to analyze Customer Relationship Management (CRM) on the Public Complaint Service Website of the Public Service Mall of South Lampung Regency.This research employed a qualitative approach using a case study method. Data were collected through system observation, interviews with service administrators, and document analysis. The data were analyzed descriptively using a CRM framework consisting of operational CRM, analytical CRM, and collaborative CRM dimensions. The results of the analysis indicate that operational CRM is the most prominent dimension, as reflected in the availability of a structured and well-documented complaint submission process. Meanwhile, analytical CRM and collaborative CRM have not been optimally utilized, particularly in terms of using complaint data for service performance evaluation and strengthening interactive follow-up communication mechanisms. The findings suggest that while the public complaint website has functioned effectively from an operational service perspective, further enhancement is required to enable the system to serve as a strategic instrument for improving the quality of digital public services.
A Quantitative Evaluation of Customer Relationship Management in a Public Complaint Service Website Using System Usability Scale (SUS) M. Nugrahadi Rakhman; Yeni Purnamasari; Rio Gismara; Nurhayati Nurhayati; M. Said Hasibuan
Journal of Digital Literacy and Volunteering Vol. 3 No. 2 (2025): July
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v3i2.191

Abstract

The implementation of digital transformation in public services encourages the government to provide more efficient and accessible services for the public. This study aims to evaluate user experience on the Public Complaint Service Website of the South Lampung Public Service Mall using the System Usability Scale (SUS) and analyze it within the framework of Customer Relationship Management (CRM). A quantitative descriptive approach was used, with data collected through SUS questionnaires completed by 12 respondents. The results indicate that the average SUS score is 72.5, which suggests good system usability, although there is variation in individual scores. Several issues were identified, including the complaint form filling process, the need for follow-up notifications, and the utilization of complaint data for performance analysis. The study concludes that although the system is effective, improvements in areas such as ease of use and transparency of follow-up actions are needed to enhance user satisfaction and strengthen the relationship between the government and the public. The implications of this study highlight the importance of improving CRM management to create more responsive complaint services. Limitations of this study include the limited number of respondents and the use of SUS, which only provides a general overview of usability.
Pengembangan Aplikasi Mobile Travel Guide di Provinsi Lampung Della Niken Indriani; Muhammad Said Hasibuan; Triowali Rosandy
Journal of Digital Literacy and Volunteering Vol. 4 No. 1 (2026): January
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i1.192

Abstract

Lampung Province has significant tourism potential, supported by a wide variety of natural, cultural, and culinary attractions. However, tourism information is still scattered across various platforms and lacks integration, making it difficult for tourists to access accurate and reliable information. This study aims to develop a mobile travel guide application as an integrated tourism information center for Lampung Province that is structured, interactive, and easily accessible. The research method used is Research and Development (R&D) with the Waterfall system development model, which consists of requirement analysis, system design, implementation, testing, and maintenance stages. The application is developed using Progressive Web App (PWA) technology, enabling mobile access, offline functionality, and responsive performance. The main features of the application include tourism destination information, interactive maps, travel routes, accommodation, culinary recommendations, souvenir centers, and local events. System testing is conducted using black-box testing to ensure that all functionalities operate as expected. In addition, user experience evaluation is carried out using the User Experience Questionnaire (UEQ). The results indicate that the developed application successfully provides integrated tourism information and achieves a good level of user satisfaction. Therefore, this application is expected to assist tourists in planning their trips more effectively and to support digital tourism promotion in Lampung Province.
Tinjauan Persepsi dan Analisis Sentimen Mahasiswa Dalam Implementasi Program Merdeka Belajar Kampus Merdeka Rinda Cahyana; Annas Nurul Hakim; Fajar Al-Husein; Deni Wildan Munawar
Journal of Digital Literacy and Volunteering Vol. 4 No. 1 (2026): January
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i1.193

Abstract

The Independent Learning Campus (MBKM) program is a higher education initiative that provides students with learning freedom and practical experience. However, its implementation still faces challenges, particularly related to low student participation rates, despite positive sentiment toward the program. This study aims to systematically review the literature discussing student perceptions and sentiments regarding their decision to participate in the MBKM program. The method used was a literature review of various scientific publications that examine survey approaches and sentiment analysis using machine learning algorithms. The review results indicate that the main obstacles influencing student decisions include a lack of socialization, limited infrastructure, and a lack of technical understanding related to the program. This study concludes that the integration of survey approaches and digital data analysis has the potential to strengthen understanding of the factors influencing student participation and provide a basis for more responsive and data-driven MBKM policy-making.
Evaluasi Diagnostik Literasi Digital dan Resiliensi Kognitif Mahasiswa Ilmu Komunikasi Suyono Suyono; Janisa Pascawati Lande; Andi Asy'hary J. Arsyad; Rosmini Rosmini
Journal of Digital Literacy and Volunteering Vol. 4 No. 1 (2026): January
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i1.194

Abstract

This study evaluates the digital literacy profile and hoax identification accuracy among first-year communication students using the Indonesian Digital Society Index (IMDI) framework. Adopting an exploratory pilot study approach with a small sample (N=7), the research focuses on providing diagnostic insights for curriculum development in higher education. Data collection involved self-reported competence across ten IMDI indicators and a performance-based test using twelve randomized web contents. Findings reveal a significant disconnect between technical self-defense skills (privacy settings) and critical evaluation abilities (source verification). While students reported high confidence in managing digital privacy, they exhibited a 31% failure rate in detecting hoaxes, particularly those employing authority cues and emotional triggers. The analysis through Elaboration Likelihood Model (ELM) and Truth-Default Theory (TDT) suggests that students frequently rely on peripheral processing routes. This study underscores the urgent need for education interventions that shift focus from administrative digital skills to cognitive resilience.
Eksplorasi dan Visualisasi Data Transaksi Online Retail Untuk Mendukung Pengambilan Keputusan Bisnis Dzaki Al Hafiz; Muhammad Haris Hermanto; Anton Setiawan; Muhammad Said Hasibuan
Journal of Digital Literacy and Volunteering Vol. 4 No. 1 (2026): January
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i1.195

Abstract

The growth of e-commerce generates large and complex transaction data volumes requiring in-depth analysis for business decision-making support. This research applies Exploratory Data Analysis (EDA) approach to the Online Retail UCI dataset (541,909 transactions, 2010-2011) using Python on Google Colab for data cleaning, yielding 392,692 valid records. Analysis focuses on time trends of transactions and revenue, top 7 products by quantity and revenue, and sales distribution across regions through interactive Looker Studio dashboard. Findings reveal seasonal transaction patterns, differences between high-volume vs high-revenue products, and United Kingdom dominance (80% revenue). The interactive dashboard with time and country filters enables flexible data exploration for promotion strategy, inventory management, and market expansion decisions. This research proves data visualization effectiveness as a retail online business decision support system.
Erosi dari Rentang Perhatian Menjadi Hiburan Digital Berlebih Aulia Putri Junitasari; Angellina Putri Febriyanti; Jihan Sahilina Shofa; Sri Isnani Setyaningsih
Journal of Digital Literacy and Volunteering Vol. 4 No. 2 (2026): July (In Progress)
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i2.205

Abstract

The phenomenon of brain rot has attracted increasing attention alongside the growing consumption of short-form digital content, particularly among Generation Z and Generation Alpha. Although numerous studies have examined the effects of gadget and social media use on concentration, research that comprehensively explores brain rot from neurological, psychological, and educational perspectives remains limited. Therefore, this article aims to examine the mechanisms underlying the development of brain rot, analyze its impact on attention span and executive function, and identify its implications for social and educational life. This study employs a literature review method using a descriptive qualitative approach. The data were collected from articles indexed in Google Scholar and Crossref published between 2020 and 2025. Of the 187 articles identified during the initial search, 32 articles were selected for further analysis based on predetermined inclusion and exclusion criteria. The findings indicate that exposure to fast-paced, repetitive, and low-depth digital content can foster a tendency toward instant gratification through the activation of the dopamine reward system. This condition contributes to reduced attention span, weakened executive function, diminished critical thinking skills, and an increased tendency to become easily distracted. Furthermore, the impacts of brain rot extend beyond cognitive aspects, affecting psychological well-being through increased anxiety and fear of missing out (FOMO), social aspects through declining interpersonal interaction quality, and educational aspects through reduced capacity for deep and sustained learning. The novelty of this article lies in its integration of findings from neuroscience, psychology, and education to explain the relationship between instant digital content consumption and changes in cognitive abilities and individual behavior. These findings highlight the importance of strengthening digital literacy, regulating gadget use, and promoting support from families and educational institutions to encourage healthier and more balanced digital habits.
Peran Persepsi Manajemen CSR dalam Memoderasi Dampak Paparan Pencemaran Terhadap Tingkat Keluhan Kesehatan Masyarakat Sekitar di PT. Bumi Mineral Sulawesi Nur Fadhilah Safrillah; Abri Hadi; Yayuk Pratiwi Seran
Journal of Digital Literacy and Volunteering Vol. 4 No. 2 (2026): July (In Progress)
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i2.212

Abstract

Indonesia's nickel smelting sector has undergone accelerative expansion yet generates substantial health implications for populations surrounding operational sites. This investigation explores the function of managerial cognitive constructions regarding corporate social accountability in moderating correlations between contaminant exposure and manifestations of community health grievances at PT Bumi Mineral Sulawesi. Applying explanatory case study methodology with data source triangulation, the investigation involved comprehensive interviews with corporate managerial structures, affected communities, and systematic documentation analysis. Findings indicate pollutant exposure contributes to escalating respiratory dysfunction and hydrological source degradation affecting collective welfare. Managerial perceptions regarding social responsibility demonstrate moderative potential, constrained by limited implementation, reactive orientation, transparency deficiency, and community participation limitations. The study confirms the urgency for social responsibility transformation toward strategic integration responsive to health necessities through health surveillance construction, emission control technology investment, and participatory governance mechanisms to actualize equilibrium between economic expansion and sustainable social prosperity
Strategi Media Konsultan Ilmu Komunikasi Dalam Program Edukasi Literasi Digital Masyarakat Sumiyati Sumiyati; Muhammad Billi Putera Mas Agung
Journal of Digital Literacy and Volunteering Vol. 4 No. 2 (2026): July (In Progress)
Publisher : Puslitbang Akademi Relawan TIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57119/litdig.v4i2.218

Abstract

The exponential development of information technology has created a digital literacy paradox in Indonesia: high internet penetration does not match the digital literacy skills of the population. This puts Indonesia in a vulnerable position against cybercrime, while also highlighting the crucial role of communication consultants as non-government actors in digital literacy. This study uses a systematic literature review (SLR) method with PRISMA protocols to analyze 42 selected articles from the Scopus, Web of Science, Google Scholar, and DOAJ databases (2015–2025). The synthesis findings show that the Critical Analytical approach is the dominant strategy used by communication consultants, proving relevant for both professional groups and youth. Unlike government programs that tend to be one-way, the consultant approach offers longer interaction times and higher levels of active participation. This study contributes to formulating a consultative communication model that integrates the four pillars of digital literacy (CABE) specifically based on audience demographics. As a practical implication, it is suggested that the government start considering involving communication consultants structurally to complement mass digital literacy programs so they can be more personal and participatory.

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