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p-Index From 2021 - 2026
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All Journal Journal of Social Research Journal Research of Social Science, Economics, and Management
Ahmad Muklason
Institut Teknologi Sepuluh Nopember, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Utilization of Business Intelligence Dashboards for Continual Improvement of It Services and Efficient Workforce Demand Prediction Based on Service Desk Ticket Data Afandi Chalid Sahuri; Ahmad Muklason
Journal of Social Research Vol. 5 No. 4 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i4.3077

Abstract

In the digital age, organizations must provide efficient and reliable IT services to ensure business continuity. The implementation of ITIL 4 as a framework for IT service management has become essential in many organizations, including PT XYZ. However, challenges persist in service performance reporting, particularly due to manual, time-consuming processes and the absence of predictive analytics. This research focuses on the design and development of a Business Intelligence (BI) dashboard that integrates ITIL 4 principles to automate reporting, track SLA trends, and predict IT workforce needs. Using historical ticket data, this study employs ARIMA forecasting to predict future ticket volumes and optimize workforce planning. The BI dashboard provides a visual, real-time overview of service performance, ticket status, and SLA compliance, replacing traditional manual processes. Interviews with IT managers from various regions of PT XYZ inform the dashboard's design, ensuring it meets operational and strategic needs. The results indicate that the BI dashboard significantly improves reporting efficiency, enhances SLA monitoring, and supports data-driven decision-making. The integration of descriptive and predictive analytics provides a robust decision-support framework, promoting continual improvement in IT service management. Future research will enhance the system by incorporating external variables and hybrid forecasting models.
Adopting Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) on Intention to Use EV Charging Station at Pertamina Green Energy Station Dani Sanjaya Putra; Ahmad Muklason
Journal Research of Social Science, Economics, and Management Vol. 5 No. 10 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i10.1455

Abstract

The acceleration of the national energy transition has encouraged Pertamina to develop Green Energy Stations (GES) as integrated energy service centers, including the provision of Electric Vehicle (EV) Charging Stations. Although the electric vehicle ecosystem shows progressive growth, the utilization rate of public SPKLU is still not optimal, so an empirical study is needed on the determinants of intention to use. This study integrates the Theory of Planned Behavior (TPB) and Technology Acceptance Model (TAM) frameworks to analyze the influence of Attitude, Subjective Norm, Perceived Behavioral Control, Economic Factor, Green Advertising, Perceived Usefulness, and Perceived Ease of Use on the intention to use EV Charging Stations in Pertamina GES. The research approach used is quantitative with explanatory research. Primary data was collected through the distribution of an online questionnaire to 230 relevant respondents and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) through SmartPLS. The analysis includes validity, reliability, outer model, inner model, and hypothesis testing. The findings of the study showed that the variables Perceived Ease of Use, Subjective Norm, Green Advertising, and Economic Factor had a positive and significant effect on the intention to use EV Charging Station, while Perceived Usefulness, Attitude, and Perceived Behavioral Control were not significant and Attitude did not mediate the influence of other variables. These results confirm that the intention of use is more influenced by practical factors, social influences, environmental messages, and cost considerations. These findings form the basis for strategic recommendations to strengthen ease of service,
Co-Authors Afandi Chalid Sahuri Dani Sanjaya Putra