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All Journal RESLAJ: Religion Education Social Laa Roiba Journal
Melia Eka Lestiani
Universitas Logistik dan Bisnis Internasional Bandung
Religion Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Pengaruh Transparansi, Keterlacakan, Keamanan Data dan Adopsi Inovasi Blockchain Terhadap Kepercayaan dan Kinerja Penanganan Komplain pada PT Pos Indonesia Dicky Anggriawan; Melia Eka Lestiani; Agus Purnomo
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 9 (2026): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v8i9.13373

Abstract

This study aims to analyze and verify the influence of transparency, traceability, data security, and Blockchain innovation adoption on customer trust, as well as their impact on complaint-handling performance at PT Pos Indonesia’s Tanjungpandan Branch Office. The study is motivated by issues such as information asymmetry and structural failures in the tracking mechanisms of conventional SAP ERP systems, which have led to a high volume of consumer complaints (YLKI 2025 data) and a low Top Brand Index score of 9.40% relative to competitors. The research employed a quantitative approach combined with an explanatory design. Primary data were collected from 110 respondents selected via purposive sampling, comprising logistics partners, corporate clients, and major retail users. A 1–5 Likert scale was utilized. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS), with SmartPLS software employed for the analysis. The results indicate that all 13 hypotheses were accepted, showing positive and significant relationships. Blockchain innovation adoption proved to have the most dominant influence on customer trust (0.386), while traceability emerged as the primary driver for enhancing complaint-handling performance (0.308). R-Square values ​​demonstrate that the model explains 75.1% of the variance in trust and 81.6% of the variance in complaint-handling performance, classifying it as an excellent predictive model. Furthermore, trust was found to partially mediate the relationships between the variables. In conclusion, transitioning to a decentralized digital architecture offers a strategic solution for PT Pos Indonesia to eliminate information asymmetry, restore service credibility, and achieve operational efficiency in resolving customer complaints.
Analisa Seleksi Subkontraktor Proyek Fabrikasi Bejana Tekan Menggunakan Pendekatan AHP–Topsis dan Risk Assessment pada Industri EPC Fikri Auliya Pangestu; Melia Eka Lestiani; Agus Purnomo
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 10 (2026): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v8i10.13384

Abstract

PT X is an EPC company in Indonesia operating within a highly complex industry. This study aims to achieve the following primary objectives: to identify the significance level of the criteria used in selecting subcontractors for pressure vessel fabrication and to provide selection recommendations based on an MCDM. This research demonstrates an integrated assessment utilizing the AHP and TOPSIS methods. The AHP evaluation results indicate that quality (0.33) is the most critical criterion, followed by technical aspects (0.26), pricing (0.15), Health, Safety, and Environment / HSE (0.12), delivery (0.06), and inventory (0.06). Based on the TOPSIS evaluation, subcontractor ABC achieved the highest priority weight (0.54), followed by DEF (0.46) and GHJ (0.20). Furthermore, the risk assessment of the criteria shows that three main criteria are classified as high-risk, namely the technical and pricing criteria with a score of 14.60, and the quality criterion with a score of 12.68
Co-Authors Agus Purnomo Dicky Anggriawan Fikri Auliya Pangestu