Implementation Of Educational Services In The Digital Age At Alfabank Training Center (Lkp) In Semarang
Keywords:
digitization of education; educational services; technology adoption; training institutions; nonformal education
Abstract
This study aims to analyze the implementation of educational services in the digital age, technology adoption strategies, and supporting and hindering factors at the Alfabank Vocational Training Center in Semarang. The study employs a qualitative descriptive approach. Data were collected through interviews, observations, and documentation involving administrators, instructors, and students, then analyzed descriptively. The results show that digitization has been implemented in administration, learning, communication, and evaluation through websites, registration systems, digital learning media, WhatsApp, social media, and Google Forms. However, implementation remains partial, as some services still rely on manual processes. Technology adoption strategies are carried out collectively through internal meetings, training, mentoring, and adapting technology to students’ characteristics. Key supporting factors include infrastructure, instructor competence, course fees, and institutional collaboration with schools. Barriers include limited funding for technology upgrades, competition from free training programs, and limited individual digital competence. Efforts to overcome these barriers involve digital marketing, program innovation, training, and personalized guidance. These findings indicate that successful digitization of educational services depends on the readiness of facilities, human resources, funding capacity, and adaptation to user needs.
References
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Malik, R., Susanti, R., Hidir, A., Resdati, Ihsan, M., & Dzulqarnain, M. F. (2025). Triangulation and domain analysis: Enhancing the credibility and depth of qualitative research. KAMBOTI: Journal of Social Sciences and Humanities, 6(1), 33–41.https://doi.org/10.51135/kambotivol6issue1page33-41
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Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). SAGE Publications.
Muharir, M., & Gani, A. (2024). Educational innovation: The use of information technology to improve the quality of learning at SMK Bina Tama Sleman. Edutech, 23(1).
Mursyidah, L., & Choiriyah, I. U. (2021). Textbook on public service management. Umsida Press. https://doi.org/10.21070/2020/978-623-6833-97-1
Novita Sari, P., & Miyono, N. (2023). The role of school digitization in improving educational quality management at Pembina Public Kindergarten, Semarang Regency. Journal of Learning Innovation in Schools, 4(2), 728–735. https://doi.org/10.51874/jips.v4i2.177
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Purwani, R., Fathoni, A., Sarilan, S., & Siswanto, H. (2024). Transformation of educational administration to optimize the efficiency and quality of educational services in the digital age. Journal of Science and Islamic Studies, 4(1), 53–58. https://doi.org/10.23917/jkk.v4i1.261
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Qomaruddin, Q., & Sa'diyah, H. (2024). A Theoretical Study of Data Analysis Techniques in Qualitative Research: Perspectives of Spradley, Miles, and Huberman. Journal of Management, Accounting, and Administration, 1(2), 77–84. https://doi.org/10.52620/jomaa.v1i2.93
Rifai, A. (2014). Management of computer course programs in specialized fields at LKP Alfabank Semarang. Journal of Non-Formal Education (E-Plus), 2(1). https://doi.org/10.30870/e-plus.v2i1.2947
Rogers, E. M. (2003). Diffusion of Innovations (5th ed.). Free Press.
Romdona, S., Junista, S. S., & Gunawan, A. (2025). Data collection techniques: Observation, interviews, and questionnaires. JISOSEPOL: Journal of Social, Economic, and Political Sciences, 3(1), 39–47. https://doi.org/10.61787/taceee75
Rusli, M. (2021). Designing Basic/Descriptive Qualitative Research and Case Studies. Al-Ubudiyah: Journal of Education and Islamic Studies, 2(1), 48–60. https://doi.org/10.55623/au.v2i1.18
Sa’idu, N. (2023). Analysis of the quality of educational services at madrasahs under the supervision of Bringin Subdistrict, Semarang Regency, using SERVQUAL. ACADEMIA: Journal of Academic Research Innovation, 3(1), 1–9. https://doi.org/10.51878/academia.v3i1.1957
Safitri, S., Cahyadi, A., & Yaqin, H. (2023). Innovation and diffusion of information technology utilization in Islamic education management. Al-Madrasah: Journal of Elementary Madrasah Education, 7(4), 1706. https://doi.org/10.35931/am.v7i4.2678
Septeani, O., Muhtadi, A., & Miyarso, E. (2025). Evaluation of online course programs at the Course and Training Institute under the Ministry of Basic and Secondary Education. Didaktika: Journal of Education, 14(3), 5435–5450. https://doi.org/10.58230/27454312.2517
Sirajuddin. (2023). An Introduction to Qualitative Research. Makassar State University. https://eprints.unm.ac.id/33391/1/Buku%20Referensi%20Mengenal%20Penelitian%20Kualitatif.pdf
Siregar, A. S., Zulhimma, Z., Oslerking, B., Rambe, A., & Harahap, A. (2024). Optimizing Teacher Administrative Management through the SIAGUD Application at MAN 2 Padangsidimpuan. Edutech, 23(2), 213–229. https://doi.org/10.17509/e.v23i2.69946
Subakti, H., Hurit, R. U., Eni, G. D., Yufrinalis, M., Maria, S. K., Dhamayanti, R., Syamil, A., Mbari, M. A. F., Putra, S. H. J., Solapari, N., Musriati, T., & Amane, A. P. O. (2023). Qualitative research methodology. Media Sains Indonesia.
Sulistiyowati, W. (2021). Textbook on Service Quality: Theory and Application. Umsida Press. https://doi.org/10.21070/2018/978-602-591-436-2
Sutarto, J. (2017). Management of computer course instruction at the Alfabank
Theresiawati, Seta, H. B., Hidayanto, A. N., & Abidin, Z. (2020). Variables affecting e-learning service quality in Indonesian higher education: Students’ perspectives. Journal of Information Technology Education: Research, 19, 259–286. https://doi.org/10.28945/4489
Yakin, I. H. (2023). Qualitative research methods. CV. Aksara Global Akademia.
Yang, C., Kaiser, F., Tang, H., Chen, P., & Diao, J. (2023). Sustaining the quality development of German vocational education and training in the age of digitalization: Challenges and strategies. Sustainability, 15(4), 3845. https://doi.org/10.3390/su15043845
Zaifullah, Z., Cikka, H., Kahar, M. I., Ismail, M. J., & Iskadar, I. (2023). The Role of Community Learning Centers (PKBM) in the Delivery of Nonformal Education in the Society 5.0 Era. Innovative: Journal of Social Science Research, 3(2), 14539–14549. https://doi.org/10.31004/innovative.v3i2.2089
Arini, K. D., Harjanto, B., & Widiastuti, I. (2022). Analysis of the quality of academic services in the Mechanical Engineering Education Study Program at UNS using the SERVQUAL and QFD (Quality Function Deployment) methods. Nozel: Journal of Mechanical Engineering Education, 4(4). https://doi.org/10.20961/nozel.v4i4.72273
Indonesian Internet Service Providers Association. (2025). Survey on Internet Penetration and Internet Usage Behavior in Indonesia 2025. APJII. https://survei.apjii.or.id/
Aziz, A. T., Desmawati, L., & Muarifuddin. (2023). The Application of Digitalization in the “
Badriah, L., & Pramularso, E. Y. (2024). Analysis of Perceptions and Expectations Regarding the Quality of Educational Services in Elementary Schools. CERMIN: Research Journal, 8(1), 53–63. Analysis of Perceptions and Expectations Regarding the Quality of Educational Services in Elementary Schools | CERMIN: Research Journal
Darawong, C., & Widayati, A. (2022). Improving student satisfaction and learning outcomes through the service quality of online courses: Evidence from Thai and Indonesian higher education institutions. Journal of Applied Research in Higher Education, 14(4), 1245–1259. https://doi.org/10.1108/JARHE-02-2021-0074
Darmawan, D., Ganiadi, M., & Mulyanto, F. D. (2025). Implementation of a competency-based training curriculum in the Digital Business Management program at the Banten Institute for Education and Professional Development (LP3I). AJAD: Journal of Community Service, 5(1), 8–14. https://doi.org/10.59431/ajad.v5i1.431
Delcker, J., & Ifenthaler, D. (2022). Digital distance learning and the transformation of vocational schools from a qualitative perspective. Frontiers in Education, 7, 908046. https://doi.org/10.3389/feduc.2022.908046
Dewi, K. H. S., Melati, I. G. A. S., Putera, W. A., Saskara, I. M. R., Ermawati, D., & Mahaputra, I. K. A. D. (2024). Digitalization of Teaching Materials for Tutors at Community Learning Centers (PKBM). Jurnal Abdimas Indonesia, 4(2), 541–552. https://doi.org/10.53769/jai.v4i2.751
Firmansyah, A., Chen, M.-H., Junaedi, I. W. R., Arwani, M., & Kistyanto, A. (2022). The role of transformational leadership, knowledge management, and the learning organization on vocational school performance during the digital era. Frontiers in Psychology, 13, 895341. https://doi.org/10.3389/fpsyg.2022.895341
Hasdiansyah, A. (2025). Introduction to nonformal education: Foundations and practices of out-of-school education. Eureka Media Aksara.
Haq, M. S., Wagino, W., Rofiah, K., & Aini, N. (2021). Development of an academic services information system application based on CodeIgniter. Journal of Educational Administration and Management, 4(2), 139–151. https://doi.org/10.17977/um027v4i12021p139
Hasnida, S. S., Adrian, R., & Siagian, N. A. (2023). Educational transformation in the digital age. Indonesian Education Star Journal, 2(1), 110–116.
Latifah, L., & Ngalimun, N. (2023). Post-pandemic educational recovery through digital
LKP Alfabank Semarang. (2023). Alfabank Semarang Profile 2023 [Institutional document]. https://fliphtml5.com/ubsbt/pdnf/PROFIL_ALFABANK_SEMARANG_2023/
Malahati, F., B, A. U., Jannati, P., Qathrunnada, Q., & Shaleh, S. (2023). Qualitative Research: Understanding the Characteristics of Research as a Methodology. Journal of Elementary Education, 11(2), 341–348. https://doi.org/10.46368/jpd.v11i2.902
Malik, R., Susanti, R., Hidir, A., Resdati, Ihsan, M., & Dzulqarnain, M. F. (2025). Triangulation and domain analysis: Enhancing the credibility and depth of qualitative research. KAMBOTI: Journal of Social Sciences and Humanities, 6(1), 33–41.https://doi.org/10.51135/kambotivol6issue1page33-41
Mardiana, V. D., & Hidayati, D. (2022). Digital transformation of thematic learning implementation in schools during the pandemic. Perspectives on Educational Science, 36(1). https://doi.org/10.21009/PIP.361.9
Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). SAGE Publications.
Muharir, M., & Gani, A. (2024). Educational innovation: The use of information technology to improve the quality of learning at SMK Bina Tama Sleman. Edutech, 23(1).
Mursyidah, L., & Choiriyah, I. U. (2021). Textbook on public service management. Umsida Press. https://doi.org/10.21070/2020/978-623-6833-97-1
Novita Sari, P., & Miyono, N. (2023). The role of school digitization in improving educational quality management at Pembina Public Kindergarten, Semarang Regency. Journal of Learning Innovation in Schools, 4(2), 728–735. https://doi.org/10.51874/jips.v4i2.177
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Purwani, R., Fathoni, A., Sarilan, S., & Siswanto, H. (2024). Transformation of educational administration to optimize the efficiency and quality of educational services in the digital age. Journal of Science and Islamic Studies, 4(1), 53–58. https://doi.org/10.23917/jkk.v4i1.261
Putri, L. D., Putri, D. S., & Soelfema. (2024). Literacy education in the technological era to address the digital divide in society. Pustaka: Journal of Cultural Studies, 5(1), 12–21. https://doi.org/10.56910/pustaka.v5i1.1817
Qomaruddin, Q., & Sa'diyah, H. (2024). A Theoretical Study of Data Analysis Techniques in Qualitative Research: Perspectives of Spradley, Miles, and Huberman. Journal of Management, Accounting, and Administration, 1(2), 77–84. https://doi.org/10.52620/jomaa.v1i2.93
Rifai, A. (2014). Management of computer course programs in specialized fields at LKP Alfabank Semarang. Journal of Non-Formal Education (E-Plus), 2(1). https://doi.org/10.30870/e-plus.v2i1.2947
Rogers, E. M. (2003). Diffusion of Innovations (5th ed.). Free Press.
Romdona, S., Junista, S. S., & Gunawan, A. (2025). Data collection techniques: Observation, interviews, and questionnaires. JISOSEPOL: Journal of Social, Economic, and Political Sciences, 3(1), 39–47. https://doi.org/10.61787/taceee75
Rusli, M. (2021). Designing Basic/Descriptive Qualitative Research and Case Studies. Al-Ubudiyah: Journal of Education and Islamic Studies, 2(1), 48–60. https://doi.org/10.55623/au.v2i1.18
Sa’idu, N. (2023). Analysis of the quality of educational services at madrasahs under the supervision of Bringin Subdistrict, Semarang Regency, using SERVQUAL. ACADEMIA: Journal of Academic Research Innovation, 3(1), 1–9. https://doi.org/10.51878/academia.v3i1.1957
Safitri, S., Cahyadi, A., & Yaqin, H. (2023). Innovation and diffusion of information technology utilization in Islamic education management. Al-Madrasah: Journal of Elementary Madrasah Education, 7(4), 1706. https://doi.org/10.35931/am.v7i4.2678
Septeani, O., Muhtadi, A., & Miyarso, E. (2025). Evaluation of online course programs at the Course and Training Institute under the Ministry of Basic and Secondary Education. Didaktika: Journal of Education, 14(3), 5435–5450. https://doi.org/10.58230/27454312.2517
Sirajuddin. (2023). An Introduction to Qualitative Research. Makassar State University. https://eprints.unm.ac.id/33391/1/Buku%20Referensi%20Mengenal%20Penelitian%20Kualitatif.pdf
Siregar, A. S., Zulhimma, Z., Oslerking, B., Rambe, A., & Harahap, A. (2024). Optimizing Teacher Administrative Management through the SIAGUD Application at MAN 2 Padangsidimpuan. Edutech, 23(2), 213–229. https://doi.org/10.17509/e.v23i2.69946
Subakti, H., Hurit, R. U., Eni, G. D., Yufrinalis, M., Maria, S. K., Dhamayanti, R., Syamil, A., Mbari, M. A. F., Putra, S. H. J., Solapari, N., Musriati, T., & Amane, A. P. O. (2023). Qualitative research methodology. Media Sains Indonesia.
Sulistiyowati, W. (2021). Textbook on Service Quality: Theory and Application. Umsida Press. https://doi.org/10.21070/2018/978-602-591-436-2
Sutarto, J. (2017). Management of computer course instruction at the Alfabank
Theresiawati, Seta, H. B., Hidayanto, A. N., & Abidin, Z. (2020). Variables affecting e-learning service quality in Indonesian higher education: Students’ perspectives. Journal of Information Technology Education: Research, 19, 259–286. https://doi.org/10.28945/4489
Yakin, I. H. (2023). Qualitative research methods. CV. Aksara Global Akademia.
Yang, C., Kaiser, F., Tang, H., Chen, P., & Diao, J. (2023). Sustaining the quality development of German vocational education and training in the age of digitalization: Challenges and strategies. Sustainability, 15(4), 3845. https://doi.org/10.3390/su15043845
Zaifullah, Z., Cikka, H., Kahar, M. I., Ismail, M. J., & Iskadar, I. (2023). The Role of Community Learning Centers (PKBM) in the Delivery of Nonformal Education in the Society 5.0 Era. Innovative: Journal of Social Science Research, 3(2), 14539–14549. https://doi.org/10.31004/innovative.v3i2.2089
Published
2026-10-20
How to Cite
Elsye Melani Zulfa Tsabita, & Bagus Kisworo. (2026). Implementation Of Educational Services In The Digital Age At Alfabank Training Center (Lkp) In Semarang. International Journal of Education, Vocational and Social Science , 5(04), 3515-3534. https://doi.org/10.63922/ijevss.v5i04.6978
Contact Person +6282139474255
Email : ijevss@citakonsultindo.or.id / editor.ijevss@gmail.com
