{"id":39788,"date":"2025-12-16T11:06:21","date_gmt":"2025-12-16T04:06:21","guid":{"rendered":"https:\/\/feb.uns.ac.id\/feb\/?p=39788"},"modified":"2025-12-16T11:14:25","modified_gmt":"2025-12-16T04:14:25","slug":"prodi-manajemen-feb-uns-gelar-kuliah-praktisi-bahas-transformasi-digital-layanan-kai","status":"publish","type":"post","link":"https:\/\/feb.uns.ac.id\/feb\/prodi-manajemen-feb-uns-gelar-kuliah-praktisi-bahas-transformasi-digital-layanan-kai\/","title":{"rendered":"Prodi Manajemen FEB UNS Gelar Kuliah Praktisi Bahas Transformasi Digital Layanan KAI"},"content":{"rendered":"<p style=\"text-align: justify;\">Program Studi S1 Manajemen Fakultas Ekonomi dan Bisnis (Universitas Sebelas Maret (FEB UNS) menggelar Kuliah Praktisi Komunikasi Bisnis dengan menghadirkan PT Kereta Api Indonesia (Persero) sebagai mitra industri, Sabtu 29\/11\/2025.<\/p>\n<p style=\"text-align: justify;\">Kegiatan ini merupakan bagian dari upaya Prodi Manajemen memperkuat keterkaitan antara teori akademik dan praktik dunia kerja.<\/p>\n<p style=\"text-align: justify;\">Kuliah praktisi bertema <em>\u201c<\/em>Komunikasi Digital dan Transformasi Layanan: Membangun Pengalaman Pelanggan melalui Aplikasi KAI Access dan Media Sosial<em>\u201d<\/em> tersebut menghadirkan Erni Sylviane Purba, Vice President Public Relations PT KAI, sebagai narasumber.<\/p>\n<p style=\"text-align: justify;\">Acara yang dilaksanakan secara daring dan diikuti oleh mahasiswa Program Studi Manajemen dimoderatori oleh Dr. Intan Novela Qurrotul Aini, S.E., M.Si, Dosen FEB UNS.<\/p>\n<p style=\"text-align: justify;\">Dalam sesi tersebut, narasumber menjelaskan perjalanan kariernya yang berawal dari dunia teknologi, media sosial, hingga akhirnya bergabung dengan KAI pada 2013 sebagai Manajer CRM dan Digital Media.<\/p>\n<p style=\"text-align: justify;\">Di periode ini, KAI mulai mengimplementasikan social media listening yang terintegrasi dengan sistem operasional sehingga perusahaan dapat membedakan suara pelanggan asli, opini publik, hingga komentar dari akun non-pelanggan.<\/p>\n<p style=\"text-align: justify;\"><img decoding=\"async\" class=\"size-medium wp-image-39797 alignleft\" src=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/Foto-1-300x152.png\" alt=\"\" width=\"300\" height=\"152\" srcset=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/Foto-1-300x152.png 300w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/Foto-1-768x390.png 768w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/Foto-1-728x368.png 728w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/Foto-1.png 1338w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>Narasumber menekankan bahwa media sosial kini menjadi kanal penting dalam mendeteksi isu layanan. \u201cSetiap kritik dan apresiasi harus dianalisis. Kami memanfaatkan command center 24 jam yang terhubung dengan contact center dan CCTV analytics di seluruh stasiun,\u201d jelasnya.<\/p>\n<p style=\"text-align: justify;\">Sistem ini memungkinkan KAI mendeteksi potensi krisis layanan, termasuk penanganan kasus pelecehan di area stasiun.<\/p>\n<p style=\"text-align: justify;\">\u201cJangan harap pelaku kekerasan seksual bisa naik kereta, terutama di Jabodetabek. Sistem kami memantau pergerakan pelanggan demi keamanan bersama,\u201d tegasnya.<\/p>\n<p style=\"text-align: justify;\">KAI juga memanfaatkan social media listening untuk membaca kebutuhan penumpang secara akurat. Kritik mengenai kenyamanan kereta ekonomi, fasilitas toilet, hingga permintaan sarana penunjang perjalanan telah melahirkan berbagai perbaikan nyata.<\/p>\n<p style=\"text-align: justify;\">\u201cDari komentar sederhana tentang sandaran kursi hingga permintaan toilet pria-wanita terpisah, semua kami respons melalui inovasi,\u201d jelasnya. Bahkan strategi investasi seperti penyediaan water station diputuskan berdasarkan suara pelanggan\u2014sebagai upaya mengurangi sampah plastik sekaligus meningkatkan kenyamanan.<\/p>\n<p style=\"text-align: justify;\">Dalam satu semester 2025, KAI mencatat lebih dari 6 juta mention terkait layanan kereta api, namun setelah dianalisis, hanya 1,58 juta yang benar-benar merupakan suara pelanggan.<\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-39799 alignright\" src=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-2-1-300x159.png\" alt=\"\" width=\"300\" height=\"159\" srcset=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-2-1-300x159.png 300w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-2-1-768x407.png 768w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-2-1.png 1321w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p style=\"text-align: justify;\">\u201cDi sinilah pentingnya memilah. Kita harus memuaskan pelanggan, bukan sekadar mengikuti dinamika netizen,\u201d tambahnya.<\/p>\n<p style=\"text-align: justify;\">Narasumber juga mencontohkan penanganan isu viral seperti kasus \u201cTumbler\u201d. Menurutnya, KAI memilih merilis klarifikasi pada malam hari setelah melihat tingginya intensitas percakapan siang hari. Ia menegaskan bahwa status <em>lepas dinas<\/em> bukanlah pemecatan, melainkan prosedur perlindungan bagi pegawai saat proses klarifikasi berlangsung.<\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-39801 alignleft\" src=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-3-300x158.png\" alt=\"\" width=\"300\" height=\"158\" srcset=\"https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-3-300x158.png 300w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-3-768x404.png 768w, https:\/\/feb.uns.ac.id\/feb\/wp-content\/uploads\/2025\/12\/foto-3.png 1323w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p style=\"text-align: justify;\">Selain itu, ia memaparkan bahwa KAI telah menyelamatkan lebih dari 12.000 barang penumpang dengan nilai lebih dari Rp12 miliar, menunjukkan integritas perusahaan dalam menjaga barang pelanggan.<\/p>\n<p style=\"text-align: justify;\">KAI kini mengelola lebih dari 400 juta penumpang per tahun, dengan proyeksi mencapai 500 juta penumpang pada akhir 2025. Angka tersebut menunjukkan tingginya dampak ekonomi dari layanan kereta api bagi masyarakat.<\/p>\n<p style=\"text-align: justify;\">\u201cKereta api tidak hanya memindahkan orang, tetapi menggerakkan ekonomi. Ada hotel, kuliner, dan sektor lain yang bergerak bersamaan,\u201d ungkapnya.<\/p>\n<p style=\"text-align: justify;\">Pada tingkat global, KAI tengah mempersiapkan diri untuk menawarkan International Operation &amp; Management Service, termasuk peluang menjadi operator di Abu Dhabi dan negara lain. Digitalisasi, elektrifikasi, dan penguatan strategi jangka panjang menjadi fokus pengembangan ke depan.<\/p>\n<p style=\"text-align: justify;\">Dalam penutup, narasumber menyampaikan kebanggaannya dapat hadir di UNS sebagai bagian dari upaya edukasi publik. Berbagai studi kasus komunikasi KAI bahkan telah menjadi rujukan mahasiswa S1 dan S2.<\/p>\n<p style=\"text-align: justify;\">\u201cKAI ingin menunjukkan transparansi dan kesiapan untuk menjadi bagian dari transformasi ekonomi Indonesia dan kontribusi global,\u201d ujarnya.<\/p>\n<p style=\"text-align: justify;\">Kuliah umum ini sekaligus memperkuat kolaborasi antara KAI dan lingkungan akademik dalam mengembangkan kajian komunikasi, transformasi digital, dan pelayanan publik berbasis data.<\/p>\n<p style=\"text-align: justify;\">Kegiatan kuliah praktisi ini juga sejalan dengan pencapaian Sustainable Development Goals (SDGs), khususnya SDG 4 (Pendidikan Berkualitas) melalui penguatan pembelajaran berbasis praktik industri, SDG 9 (Industri, Inovasi, dan Infrastruktur) melalui pemaparan transformasi digital dan inovasi layanan transportasi, serta SDG 11 (Kota dan Permukiman Berkelanjutan) melalui pengembangan transportasi publik yang aman, inklusif, dan berkelanjutan.<\/p>\n<p style=\"text-align: justify;\">\n","protected":false},"excerpt":{"rendered":"<p>Program Studi S1 Manajemen Fakultas Ekonomi dan Bisnis (Universitas Sebelas Maret (FEB UNS) menggelar Kuliah Praktisi Komunikasi Bisnis dengan menghadirkan PT Kereta Api Indonesia (Persero) sebagai mitra industri, Sabtu 29\/11\/2025. [&hellip;]<\/p>\n","protected":false},"author":129,"featured_media":39794,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[105,93],"tags":[],"class_list":["post-39788","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fakultas","category-s1_mnj"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Prodi Manajemen FEB UNS Gelar Kuliah Praktisi Bahas Transformasi Digital Layanan KAI - Fakultas Ekonomi dan Bisnis Universitas Sebelas Maret<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/feb.uns.ac.id\/feb\/prodi-manajemen-feb-uns-gelar-kuliah-praktisi-bahas-transformasi-digital-layanan-kai\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Prodi Manajemen FEB UNS Gelar Kuliah Praktisi Bahas Transformasi Digital Layanan KAI\" \/>\n<meta property=\"og:description\" content=\"Program Studi S1 Manajemen Fakultas Ekonomi dan Bisnis (Universitas Sebelas Maret (FEB UNS) menggelar Kuliah Praktisi Komunikasi Bisnis dengan menghadirkan PT Kereta Api Indonesia (Persero) sebagai mitra industri, Sabtu 29\/11\/2025. 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