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All Journal Journal of Data Mining and Information Systems Jurnal Ticom: Technology of Information and Communication
Bayu Waspodo
UIN Syarif Hidayatullah Jakarta
Computer Science & IT

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Analisis Kualitas Layanan Terhadap Loyalty Behavior ada Aplikasi SRIBU Menggunakan Metode E-Servqual Faiz Rizki Saputra; Bayu Waspodo; Evy Nurmiati
JDMIS: Journal of Data Mining and Information Systems Vol. 4 No. 1 (2026): February 2026
Publisher : Yayasan Pendidikan Penelitian Pengabdian Algero

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54259/jdmis.v4i1.7085

Abstract

The phenomenon of low app ratings and technical complaints on the Google Play Store became the background of this main research to expand which service quality dimensions are able to maintain the user base. The method used is E-SERVQUAL which includes seven dimensions: Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Contact, and Compensation. Data were collected through questionnaires from 405 respondents who use the SRIBU Mobile application and analyzed using the Partial Least Square-Structural Equation Modeling approach through SmartPLS software. The results showed that the aggregate service quality was assessed as good with an average value of 1.0379. The results of hypothesis testing confirmed that the dimensions of Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, and Contact have a significant effect on user satisfaction. Furthermore, user satisfaction was proven to have a very strong positive and significant influence on loyalty behavior with a path coefficient value of 0.875. However, the Compensation dimension was found to have no significant influence on satisfaction. In addition, the Contact and Compensation dimensions showed poor values ​​indicating that there are aspects of the service that have not met user expectations. This study recommends that PT SRIBU Digital Kreatif prioritize improvements to customer support channels and compensation policies to minimize service failures and strengthen user loyalty amidst intense digital economic competition.
Perencanaan Strategis Sistem Informasi Menggunakan Kerangka Ward and Peppard: Studi Kasus PT Mayasari Bakti Muhammad Farhan Widyansyah; Bayu Waspodo
Jurnal Ticom: Technology of Information and Communication Vol 14 No 2 (2026): Jurnal Ticom-Januari 2026
Publisher : Asosiasi Pendidikan Tinggi Informatika dan Komputer Provinsi DKI Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70309/ticom.v14i2.176

Abstract

Guna memastikan keselarasan antara tujuan bisnis dengan implementasi teknologi, perencanaan strategis sistem informasi (PSSI) memegang peranan krusial. Studi kasus pada PT Mayasari Bakti ini dirancang untuk mengevaluasi faktor-faktor internal dan eksternal perusahaan, menganalisis rantai nilai (value chain), serta memformulasikan strategi SI/TI menggunakan kerangka Ward & Peppard yang didukung oleh analisis SWOT (IFAS & EFAS) dan McFarlan Strategic Grid. Berdasarkan analisis, diperoleh skor IFAS sebesar 2,40 dan EFAS sebesar 2,60, yang memosisikan perusahaan dalam kuadran strategi agresif. Analisis Value Chain berhasil memetakan aktivitas bisnis utama yang memerlukan dukungan sistem informasi, sementara McFarlan Grid menghasilkan portofolio aplikasi yang terkategorisasi dalam empat kuadran strategis. Studi ini menyajikan sebuah roadmap implementasi SI/TI untuk jangka pendek, menengah, dan panjang sebagai panduan transformasi digital bagi PT Mayasari Bakti.
Co-Authors Evy Nurmiati Faiz Rizki Saputra Muhammad Farhan Widyansyah