Service Complaints Research Articles

Legal Protection for Borrowers for Agreements with Standard Clauses on Implementation Fintech Lending

The purpose of this study is to explore legal protection for loan recipients for agreements with standard clauses in implementationfintech. The research method is normative juridical, with a statutory and conceptual approach. The results of the study show that legal protection in standard agreements shows that it has not been realized properly, this is because there are principlestake it or leave it which then set aside the legal norm in the form of the principle of freedom of contract. Besides, there is no embodiment of the principle of consumer protectionfintech lending, namely transparency and complaint service mechanisms. The legal remedies in the agreement tend to prioritize repressive efforts and override preventive measures by not providing education about the complaint mechanism. which leads to injustice for the recipient of the loan. Keywords: Legal Protection, Fintech Lending, Standard Agreement.

Analisis Kebijakan Pemerintah dalam Mengatasi Masalah Pengagguran di Indonesia Pasca Pandemi Covid-19

Introduction/Main Objectives: This research aims to find government policies for unemployment in Indonesia after Covid 19. Research Methods: The method used in this research is to wait for a qualitative approach with a research library. Finding/Results: The research results show that the government has implemented policies to address the unemployment problem in post-Covid-19 Indonesia, as follows; (1) Allocating funds for handling Covid-19. (2) Organizing income tax incentive programs and relaxing credit payments. (3) Provision of social assistance to 70.5 million informal sector workers who are included in the vulnerable and poor categories. (4) Conduct various competency and productivity based trainings. (5) Expanding job opportunities for workers affected by the pandemic. (6) Opening of consultation, information and complaint services for workers related to Occupational Safety and Health. (7) Issuance of Pre-Employment Cards to develop competency and job opportunities. Conclusion: The government has carried out the right policies to address the problem of unemployment in Indonesia after Covid-19

Service skills in solving hotel guest problems in the food and beverage service department in the post-COVID-19 pandemic in the hospitality world

Hotels have many departments, one of which is food and beverage service, in which the role of the waiter influences the hotel's image in many ways. One of them bridges between guests and waiters. In this case, we need good communication skills when serving guests, as well as dealing with guest complaints by using good and correct communication. The goals given are being able to hone communication skills when dealing with guest problems with Food and Beverages Service. This study applies a qualitative method design, collecting observations on data and literature studies. Based on this research, there are two findings of problems related to communication skills in the hotel sector. The first is how to improve the handling of guest service complaints at hotels and the second is how to overcome obstacles when serving guests during a pandemic. In this article, we explain about Food and Beverage Service. The author applies it to learning in improving communication and problem solving to broaden our understanding, so that we can learn freely and carefully in using standard procedures in hotels and personal quality values, as well as barriers caused by a lack of communication skills in solving problems with guests due to service which is less than perfect.

MALAPEAKA Innovation: Enhancing Public Service Governance in Bone-Bone Subdistrict, Baubau City

Public service quality has always been a problem in all government lines. This is even more pronounced when it is linked to the government's obligation to provide the best services for its people. This condition is also experienced by Bonebone Village, which feels the need to improve the problem of citizen complaint services. Various challenges and obstacles overshadow the process of finding solutions, but the tenacity of the Bonebone Village Head to innovate has yielded equal results for improving the governance of the village government. This study explores the transformation of public services in Bonebone Village through the "MALAPEAKA Innovation". Through a qualitative-descriptive approach, data/information were collected which were then analyzed using the interactive data analysis technique of Miles dkk. The results of the analysis show that the implementation of the MALAPEAKA Innovation has changed the governance of the public service field in Bonebone Village. The complaint service procedure becomes more practical, meaningful, accountable, and transparent, and felt its usefulness to the last beneficiary in the community. The innovation also contributes to the growth of the responsibility and accountability of the village staff, building public awareness, and even opening up space for public involvement in maintaining service quality. Challenges in the implementation of the innovation were also revealed, including limited resources, the absence of policies that form the basis for the implementation of village innovation, and the lack of public awareness to provide suggestions for improving service quality. Recommendations are addressed to the Mayor of Baubau to prepare the Baubau Mayor's Regulation that stimulates innovation. Bappeda Kota Baubau as the planning and budgeting unit of the local government can provide a special activity budget (MAK) for village innovation so as to encourage villages to innovate to improve the governance of the government in their area. Specifically, Balitbangda Kota Baubau stimulates the creation of innovation through education, advocacy, and assistance in the creation of innovation by each regional apparatus so that there is an improvement in the performance of the implementation of local government, especially public services at the village level.

E-Service in government sector: To what extent has NTB.care affected as a smart citizen reporting site for raising government performance

ICT which stands for information and communication technology, is an integral aspect of government work to improve performance in areas such as leadership effectiveness, public engagement, and information disclosure. The main benefit of using ICT in government is that it provides a public forum for generating discussion between stakeholders or between governments. NTB.Care is a public complaint service apps on the performance of local governments in West Nusa Tenggara or NTB. In order to allow the government of the NTB province to report on the performance of the regional work units and regional work units that fall under its jurisdiction, this. The purpose of this research is to investigate the quality of E-Government systems, information, and services, as well as the transparency of their operations. With the assistance of the SmartPLS software, the research approach is quantitative, and it involves evaluating the validity and reliability, as well as hypotheses and regression. This is done in order to create data that can then be correctly examined. According to the findings of our study, the use of e-government is influenced by two factors: the system quality variable and the services quality variable, both of which have a P value of 0.000. On the other hand, the information and transparency variables do not influence the use of e-government.

Complaint Management System Analysis: Online Community Aspiration And Complaint Services

The background of this research is the lack of complaints on the application of the National Public Service Complaint Management System - People's Online Aspirations and Complaints Service (SP4N-Lapor) and the slow handling of complaints submitted by the public. This study aims to determine the implementation of the SP4N-Lapor program in Pontianak City. This type of research is qualitative. The results of the study indicate that the implementation of the SP4N-Lapor program has been specifically measured using the Policy Implementation Theory. Based on the standard variables and policy objectives, the implementation of the program is in accordance with the aims. In addition, the variable resources of facilities and infrastructure are sufficient, but human resources are still not optimal. Variable characteristics of implementing agents have been right on target, variable attitudes or tendencies (disposition) of the implementers have carried out their duties well, variables of communication between organizations and activities of implementing communication have been carried out and established and variables of the economic, social and political environment have been running smoothly. To conclide, the overall implementation has been going well and found the inhibiting factor, namely the limited human resources that hinder the implementation of SP4N-LAPOR.

Desain Aplikasi Pelayanan Keluhan Pelanggan Icon+ Berbasis Mobile Pada PT. Indonesia Comnet Plus SBU Palembang

Along with the increasing number of internet service users at PT Indonesia Comnets Plus (ICON+), the number of customer complaints about the services received also increases. At this time PT. Indonesia Comnets Plus (ICON+) still does not have a system that accommodates customer complaints. Therefore, the author focuses on the purpose of this study to design a Customer Complaint Service Application design for PT. Indonesia Comnet Plus (ICON+) Palembang branch. The customer complaint application at PT Indonesia Comnets Plus (ICON+) is designed using the UML (Unified Modeling Language) tool which is used to describe the system designed and to make it easier to visualize the system designed by the author. This application is designed using Figma to design the user interface. Meanwhile, to design the database design the author uses a sqlite database. The research method applied in this research is the development of the waterfall method which describes a systematic and sequential approach (step by step) in software development. (ICON+). Where customers can submit complaints through this application without having to come directly to the ICON + Office to be more effective and time and cost efficient. As for PT PT Indonesia Comnets Plus (ICON+) this application can provide convenience in managing customer complaints related to services that are being used by PT Indonesia Comnets Plus (ICON+) customers so that they can be handled properly.Keywords : ICON+, Design, Mobile, UML, Waterfall

Does It Pay Off? Brand Knowledge Dissemination and Its Effects on Corporate Brand Pride, Brand- and Service Behaviour of Frontline Personnel

This study aims to explore the effects of brand knowledge dissemination and its influence on corporate brand pride as well as subsequent brand- and service behaviour of service personnel. To achieve this aim, a survey was carried out on a sample of 325 frontline employees with direct customer contact in Germany. The results show that brand knowledge dissemination, as a central aspect of internal brand management (IBM), positively affects corporate brand pride of employees, which in turn influence brand- and service supporting behaviour (e. g. dissemination of service complaints). In addition, moderation analysis revealed that perceived management support for corporate social responsibility (CSR) positively influence the relationship of corporate brand pride and specific brand- and service behaviour. The findings of this study highlight how corporate brand pride of employees can be fostered and how employees can become service champion.

Survei Kepuasan Masyarakat terhadap Pelayanan Pengaduan Masyarakat Lapor Hendi Tahun 2021

Excellent public service is one of the essentials that must be owned by government administrators. However, the challenges of service delivery are still not in accordance with the needs of residents. For this reason, it is necessary to continuously improve quality in order to be able to meet demands and build public trust. The Public Complaint Service present to accommodate public aspirations as a means of improving service and performance of the Semarang City Government. Through this research is expected to know the level of performance of the Public Complaint service unit Lapor Hendi periodically as material for establishing policies in order to improve the quality of further public services. The research uses a quantitative descriptive approach which aims to create a picture or descriptive of a situation objectively using numbers, starting from data collection, interpretation of the data as well as the appearance and results. Public service is any activity carried out by the government for a number of people who have activity that is profitable in a group or unit, and offers satisfaction even though the results are not tied to a product physically. The results of the community satisfaction survey found that there were 7 service aspects that had good performance in providing services. These elements include service requirements, systems, mechanisms and procedures, service fees, service specifications or features, officer behavior, complaint handling, suggestions and feedback, facilities and infrastructure. Meanwhile, service elements whose performance is still not good consist of service time and officer competence. Through the conversion calculation results of the Community Satisfaction Index, a value of 79.228 is obtained, which can be interpreted as the quality of the Public Complaint Management service Lapor Hendi obtain a B predicate or can be called Good.

A natural apology is sincere: Understanding chatbots' performance in symbolic recovery

Although chatbots have been widely used in dealing with service complaints, knowledge about the recovery performance of chatbots is limited. Drawing upon lay belief and emotional competence theory, this research explores symbolic recovery performances of chatbots in two experimental studies. The results show that symbolic recovery from chatbots leads to lower customer satisfaction than symbolic recovery from human employees due to the lay belief that chatbots lack emotional competence. Perceived naturalness and perceived sincerity play a sequential mediating role. Customers perceive chatbots' symbolic recovery to be less natural than that of human employees. Less natural recovery is perceived to be less sincere, thus decreasing customer satisfaction with the recovery. Changing perceived diagnosticity of the lay belief can improve customer satisfaction with chatbots' symbolic recovery. This research enriches theoretical research on symbolic recovery and chatbots, providing information for how companies can effectively use chatbots to make an appropriate recovery.

Value co-destruction causing customers to stop service usage: a topic modelling analysis of dental service complaint data

AbstractThis study aims to identify the types of value co-destruction (VCD) emerging in healthcare services that cause patients to reduce or extinguish their intentions to continue using the services; it also aims to identify the VCD antecedents. Complaints from 1075 dental clinic patients, which are collected as textual data, are analysed in this study. The authors adopt an exploratory approach comprising a quantitative analysis based mainly on the topic model, a type of machine learning, and a qualitative analysis based on the KJ method. Twelve types of VCD were empirically identified, three of which had a significant negative effect on the intention to continue using the service. Ten antecedents that cause these types of VCD were identified, when examined based on a multi-level perspective, institutional factors and social norms were found to be related to the VCD process. This study contributes to understanding the mechanisms by which failures in healthcare services occur and to developing effective decision making to overcome them.

Threat modeling in application security planning citizen service complaints

The mobile-based service complaint application is one way to implement good governance today. Public facilitated to make complaints without going through a complicated process. Security aspects must be considered to protect user privacy. The security design must be considered so that no one is harmed by the application's users damaged in the application's use. This study used threat modeling during the planning stage of developing a citizen service complaint application to obtain information about vulnerabilities. The researcher uses the threat modeling process that the open web application security project (OWASP) organization has formulated as a framework. The researchers took steps to describe application information, determine and rank threats, countermeasures, and mitigation. In the final stage, the spoofing, tampering, repudiation, information disclosure, denial of service and elevation of privilege (STRIDE) threat modeling methodology is used to analyze and assess mitigation actions against threats in the application. The researcher gets a defense strategy to reduce the danger based on the threat analysis results. Threat modeling in the early phase software development life cycle process is constructive in ensuring that software is developed with adequate security based on threat mitigation from the beginning.

Fintech lending fraud prevention strategy: A case study

This study aims to determine the strategy of the Financial Services Authority (OJK) to prevent people from being trapped in fintech lending fraud. This qualitative research used case study method by employing semi-structured in-depth interview as the technique to collect data from five respondents. The research data were processed with the help of Computer Assisted Qualitative Data Analysis Software (CAQDAS), namely the NVivo 11 software application. The results show that there are three main strategies used by OJK Special Region of Yogyakarta, Indonesia to prevent the public from being scammed by fintech lending: First, massive implementation of financial literacy education in a comprehensive manner to improve public financial literacy; second, use of the Consumer Protection Portal Application (APPK) as a digital complaint service for the public and consumers to report the Financial Services Business Actors (PUJK) who are suspected of committing fintech lending fraud; third, maximizing the role of Regional Investment Alert Task Force (SWID) in publishing a list of legal and illegal financial services, including fintech lending.

Inovasi Pelayanan Pengaduan Masyarakat Melalui Aplikasi Wargaku Berbasis Android di Dinas Komunikasi dan Informatika Kota Surabaya

One form of effort to improve the quality of public services is to provide broad access to the public to submit complaints on public services provided by the organizers. With this wide access, it is hoped that the community can actively participate in encouraging the realization of excellent public services. Some public services that receive complaints, have not been able to answer complaints submitted from the community to optimally overcome these conditions, it is necessary to make efforts to improve the implementation of public services, especially in complaint services to achieve quality and optimal public services. As an embodiment in this case, it is necessary to make a new breakthrough in public services in the form of innovation. The Wargaku application is a breakthrough for the Surabaya City Government as a form of public service, namely a responsive and informative complaint service. The purpose of this research is to find out, describe and analyze the application of Public Complaint Service Innovation through the Android-Based Wargaku Application at the Surabaya City Communication and Information Office. The type of research used is descriptive qualitative. In this study using data collection techniques in the form of interviews with informants, observations, and documentation. Furthermore, the data analysis model in this study uses an interactive data analysis model consisting of data collection, data presentation, data condensation, and drawing conclusions. The results obtained from this study indicate that the application of the complaint service system through the Wargaku application at the Surabaya Communication and Information Service in service has experienced a good improvement. Then in terms of innovation, the application of public complaints services through the Wargaku application has fulfilled the needs of the community in facilitating complaint services in the city of Surabaya.

The Influence of Information Systems and Knowledge on the Implementation Effectiveness of Livin' by Mandiri Application

<p>This study aimed to analyze the effect of information systems and user knowledge on the implementation effectiveness of Livin’ by Mandiri application. The research population is Bank Mandiri KCP Semarang MT Haryono customers who have used Livin’ by Mandiri as many as 466,856 customers. The number of samples used was 100 people who were taken using simple random sampling. The data collected were analyzed using multiple linear regression. The results showed that the information system and knowledge had a positive and significant effect on the implementation effectiveness of Livin’s by Mandiri application. The results of the study concluded that customer knowledge about the application system has a more dominant influence on the implementation effectiveness compared to knowledge. According to this result, service providers of Livin by Mandiri should update their information systems, provide good complaint services, and educate consumers through social media channels.</p>

Efektivitas E-Lapor Dalam Upaya Peningkatan Kualitas Pelayana Di Diskominfo Kabupaten Bandung

The application of the E-LAPOR application is a forum to convey development aspirations or complaints from the community regarding the problems that are being felt and to increase two-way interaction between the community and the government in overseeing development programs. The purpose of this study is to analyze how the effectiveness of the application of E-LAPOR in the management of public service complaints in Bandung Regency. This study uses the theory of effectiveness according to Sutrisno who suggests that there are four variables that affect organizational effectiveness, environmental characteristics, characteristics and policies of management practices. This study uses descriptive qualitative research methods and data analysis techniques used are the Miles and Huberman models which include data reduction, data presentation, and drawing conclusions. The results of the study indicate that the application of the E-LAPOR application in Bandung Regency makes it easier for the public to submit complaints or reports on problems or issues in government agencies that are being felt. However, in its implementation it is not effective, seeing that there are still problems that occur. The suggestion given by the researcher is that the monitoring system needs to be developed again, such as making a new feature where Diskominfo can unify the follow-up of complaints or problems from the community to the realization stage.

Rancang Bangun Sistem Informasi Pelayanan Administrasi Model Desa Cerdas Berbasis Web di Desa Mumbang Jaya

The use of information technology in Mumbang Jaya Village which is located at Jl. Radin Intan No.49, Mumbang Jaya, Jabung, East Lampung Regency, South Sumatra 34184 with a population of 10470 people with 226 heads of families known to problems such as conveying information to the community in the form of activities and announcements are still carried out using notice boards or using pamphlets, so that the impact that arises is the high operational costs and information coverage which is limited. Another problem is that the process of processing villagers' data and information on letter requests that are carried out is still done manually, such as residents having to come to the village office to apply for letters based on the required file, this has an impact on the slow process and can cause data collection errors.The method used in the research is extreme programming based on a brief history that software development is widely used for faster development by covering the stages of planning, design, coding and testing. The system is built using php programming language and Mysql database which aims to facilitate or implement the use of website technology to obtain information in urban villages. The results of the study are in the form of a population data administration service system and complaints services with a smart village model to provide convenience in conveying important information to the community. The implementation of the population administration information system using a web-based government to citizen model produces a system with three main features, namely requests for letters, complaints, criticisms and suggestions and can see information about the village.

Peningkatan Berkelanjutan dalam Pengelolaan Limbah Medis Padat COVID-19 Di Fasilitas Pelayanan Kesehatan : Systematic Review

AbstractHealth care facilities need to improve services continuously by implementing a Quality Management System, namely ISO 9000: 2015. ISO 9000: 2015 in its implementation is continuous quality improvement (CQI). Success in implementing this quality standard through continuous improvement can provide customer satisfaction and improve service performance. In an effort to improve quality, it is necessary to have quality indicators. One of the quality indicators is the management of solid medical waste(SMW) in accordance with regulations. During the COVID-19 pandemic, the number of cases increased resulting in the accumulation of solid medical waste to increase. Objective: to improve the management of COVID-19 SMW in health facilities. Method: PRISMA. This method is used to evaluate the management of COVID-19 SMW in health facilities so that new innovations are found. Barriers in Indonesia and abroad are the lack of infrastructure, knowledge, funds, storage, transportation, monitoring and evaluation. The buildup of COVID-19 SMW results in the transmission of the COVID-19 virus, so efforts are needed to improve it. The implementation requires top management commitment and is communicated and documented. Furthermore, supervision, monitored and evaluated. Barriers related to lack of facilities and knowledge of officers. Improvement efforts require commitment from top management. The recommendations provided are energy recovery facilities, Build-Operate-Transfer-Agreement, Electronic Scheduled Waste, complaint services, coaching clinic, and pyrolysisKeywords: continuous improvement, quality indicators, solid medical waste

Efektivitas Layanan Sahabat Perempuan dan Anak (SAPA) 129 (Studi Kasus Kualitas SDM Pada Layanan SAPA 129 di Kementerian PPPA)

The Ministry of Women's Empowerment and Child Protection has launched the Call Center Service Friends of Women and Children (SAPA) 129 in collaboration with PT Telekomunikasi Indonesia (PT Telkom Indonesia) on March 8, 2021. The SAPA 129 service is one form of implementation of Presidential Regulation Number 65 of 2020 related to the addition of the duties and functions of the Kemen PPPA as a final referral service provider for women victims of violence. The SAPA 129 service is a revitalization of the public complaint service as a tangible manifestation of the state's presence in protecting women and children. SAPA 129 services are carried out by the Deputy for Protection of Women's Rights and the Deputy for Special Protection for Children. Based on data from the PPPA Ministry, the number of reports of cases of violence against women and children from March 2021 to February 2022 increased sharply. However, this increase in the number of reports did not increase with the increase in the number and quality of Human Resources (HR) owned by the Ministry of PPPA. This study aims to determine the effectiveness of SAPA 129 services related to handling cases of violence against women and children. The research method used is a qualitative approach, with primary data sources in the form of interviews, observations, and data triangulation. An alternative solution that can be provided is by conducting training or technical guidance related to the 6 functions of SAPA 129 services. The strategy adopted is networking with cross-Ministerial / Institutional and Community Institutions, especially those that have service institutions for handling cases and children in the implementation of training and technical guidance as well as sharing knowledge / good practice in optimizing SAPA services 129.Keywords: Public Service; Violence; Women; ChildrenÂ

Factors Influencing Continuance Intention of Complaint Service: A Case Study of QLUE

The quality of information systems is the key to user satisfaction with an information system application. As a theoretical basis, this study uses the Information System Success Model to discuss the influence of the quality of information systems on the continued use of Information Systems applications. Qlue is used as a case study as one of the complaint service applications. This study uses a questionnaire with 299 data collected using Google Forms which are distributed through various social media. Then to test the hypothesis, we processed the data by Partial Least Square (PLS) using SmartPLS application. This study explains that the factors that influence the intention to continue using Qlue are satisfaction with system quality and information quality, including aesthetic design, immediacy, and customization.