Garuda - Garba Rujukan Digital

The Role of Organizational Culture in Driving Knowledge Management and Reducing Customer Complaints: A PLS-Sem Study at PT Xyz Kurniawan, Rizki; Baskoro, Aji; Sensuse, Dana Indra; Safitri, Nadya; Lusa, Sofian
Eduvest - Journal of Universal Studies Vol. 5 No. 6 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i6.51215

High rates of unresolved customer complaints and the absence of structured Key Performance Indicators (KPI) and transparent incentives present significant challenges for PT XYZ, a telecommunications company. These issues undermine employee motivation, operational efficiency, and customer satisfaction, ultimately threatening the company’s profitability and competitive positioning. This study analyzes how Organizational Culture influences Knowledge Management, impacting KPI, System Incentives, and Customer Complaints in a telecommunications company. Using the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, the findings reveal that Organizational Culture significantly enhances Knowledge Management, which serves as a critical mediator in driving organizational effectiveness. The study highlights the strong and significant relationships between Knowledge Management and internal processes, such as KPI and incentive systems, as well as its moderate impact on reducing customer complaints. The results confirm the mediating role of Knowledge Management in linking Organizational Culture to both operational efficiency and customer satisfaction. These findings emphasize the importance of fostering a strong organizational culture to support knowledge-sharing practices, enabling companies to achieve their strategic goals. Future research could expand on these findings by exploring additional mediating variables or applying the model to other industries.

Measuring Factors of Trust in the Use of E-Government: A Multi-Factor Analysis of the E-Government in Indonesia Altino, Iqbal Caraka; Sudarto, Reska Nugroho; Sensuse, Dana Indra; Lusa, Sofian; Putro , Prasetyo Adi Wibowo; Indriasari , Sofiyanti; Brillianto, Bramanti
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 9 No 2 (2025): April 2025
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29207/resti.v9i2.6016

The implementation of dynamic records management applications within the Indonesian government remains relatively limited, with a lack of comprehensive integration between authorised institutions at both the central and regional levels. This research examines the impact of technical aspects, government agency variables, citizen variables, and risk indicators on trust in e-government. Furthermore, this study seeks to establish the effect of social factors and the advantages of trust in e-government. Finally, this research shows how trust in e-government influences satisfaction, willingness to use, and acceptance of e-government. The study examined 117 respondents using the integrated dynamic archival information system - SRIKANDI. Technical and risk factors were found to positively influence trust in e-government, with effects on satisfaction, intention to use, and adoption of e-government. Those who trusted SRIKANDI were more likely to utilize and implement the program. The findings indicate that for civil servants, trust in the government is also a factor influencing the utilisation of e-government services.

Mengeksplorasi Faktor-Faktor Penentu Berbagi Pengetahuan di Sektor Publik: Tinjaun Sistematis-PRISMA Rizky, Fajar; Altino, Iqbal Caraka; Sensuse, Dana Indra; Lusa, Sofian; Safitri, Nadya; Elisabeth, Damayanti
The Indonesian Journal of Computer Science Vol. 14 No. 3 (2025): The Indonesian Journal of Computer Science
Publisher : AI Society & STMIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33022/ijcs.v14i3.4864

Knowledge sharing (KS) plays is essential for improving organizational performance and innovation, enabling faster problem-solving and collaboration. However, in the public sector, participation in KS remains low, hindering organizational learning and development. As Indonesia adopts knowledge management systems in its public sector, challenges emerge in fostering knowledge-sharing behaviors. This study uses the systematic review method, following PRISMA 2020 guidelines, to identify key factors influencing knowledge-sharing intention (KSI) and propose solutions. Through a rigorous selection process, 20 relevant studies were analyzed, categorizing factors into individual, organizational, and technological groups. The results indicate that attitudes, perceived behavioral control, subjective norms, reward systems, and the perceived usefulness of technology have a significant impact on KSI. This study offers a comprehensive reference for future research on KS in the public sector and provides insights for policymakers to design initiatives that enhance organizational learning.

Exploring Enabling Factors of E-Recruitment Adoption in the Public Sector and Its Contribution to Public Value Creation Altino, Iqbal Caraka; Sensuse, Dana Indra; Lusa, Sofian; Putro, Prasetyo Adi Wibowo; Wibowo, Wahyu Setyawan; Cahyaningsih, Elin
Journal of Information Systems Engineering and Business Intelligence Vol. 11 No. 2 (2025): June
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jisebi.11.2.200-214

Background: E-recruitment systems are increasingly prevalent in the public sector to improve candidate outreach and enhance transparency. Despite their potential, users remain skeptical due to challenges such as recruitment fraud and limited system availability, especially in developing countries like Indonesia. Consequently, it remains unclear how much e-recruitment systems contribute to public value creation. This uncertainty is mainly because there is a lack of research that directly explores the relationship between these systems and public value creation in the public sector, especially in developing countries. Objective: This research aims to examine the factors that influence the use of e-recruitment systems in the public sector and the impact into creation of public values. Methods: This quantitative study collected data from 408 respondents via an online survey, all of whom had used Indonesian National Civil Service Agency's e-recruitment system. Data were analyzed using the Partial Least Square—Structural Equation Model (PLS-SEM) method. Results: The study revealed that system, information, and service quality have a positive impact on perceived usefulness and perceived ease of use and have a positive impact on the use of the e-recruitment system. It also shows that the adoption of an e-recruitment system gives a positive impact on public value creation. Conclusion: This research highlights the critical role of system information quality in fostering e-recruitment adoption and its positive impact on public value creation in the public sector. These findings enrich previous studies that have not yet explored the direct relationship between the use of e-recruitment systems and public value creation. Future research may investigate technological aspects, like artificial intelligence and virtual reality, that could enhance user experience and the adoption of e-recruitment systems in the public sector. Keywords: E-recruitment, PLS-SEM, Information System Success Model, Technology Acceptance Model, Public Value Theory

Unveiling the Determinants of Knowledge Sharing and Their Impact on Service Innovation Performance in the Government Sector Rizky, Fajar; Altino, Iqbal Caraka; Sensuse, Dana Indra; Lusa, Sofian; Safitri, Nadya; Elisabeth, Damayanti
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 3 (September 2025)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i3.1204

Knowledge sharing serves as a fundamental driver of organizational innovation, particularly in enhancing public service quality, yet remains significantly underutilized in government institutions. Many public sector organizations fail to recognize the value of knowledge sharing due to its perceived long-term benefits and the absence of concrete evidence demonstrating its measurable impact on service innovation performance. This study examines the driving factors of knowledge sharing and its impact on service innovation performance in government organizations. Data was collected through an online survey targeted at National Civil Service Agency (Badan Kepegawaian Negara or BKN) employees. A total of 465 responses were obtained, which analysed using partial least squares structural equation modeling (PLS-SEM). This study demonstrates that organizational, individual, and technological factors play a significant role in the implementation of knowledge sharing. Most importantly, the research provides empirical validation that knowledge sharing behavior directly and substantially enhance service innovation performance - a relationship previously overlooked in public sector studies. By expanding the theoretical framework of Planned Behavior to incorporate these organizational, individual, and technological dimensions, this study offers public administrators compelling evidence to prioritize knowledge sharing initiatives while providing scholars with a more holistic understanding of innovation mechanisms in government contexts. Future studies should explore additional factors beyond the Theory of Planned Behavior that influence knowledge sharing, as well as other knowledge management dimensions affecting service innovation. Further research could also investigate impacts of knowledge sharing beyond innovation performance, such as organizational resilience or employee well-being in public sector contexts.

Unveiling the Determinants of Knowledge Sharing and Their Impact on Service Innovation Performance in the Government Sector Rizky, Fajar; Altino, Iqbal Caraka; Sensuse, Dana Indra; Lusa, Sofian; Safitri, Nadya; Elisabeth, Damayanti
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 3 (September 2025): Accepted
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i3.1204

Knowledge sharing serves as a fundamental driver of organizational innovation, particularly in enhancing public service quality, yet remains significantly underutilized in government institutions. Many public sector organizations fail to recognize the value of knowledge sharing due to its perceived long-term benefits and the absence of concrete evidence demonstrating its measurable impact on service innovation performance. This study examines the driving factors of knowledge sharing and its impact on service innovation performance in government organizations. Data was collected through an online survey targeted at National Civil Service Agency (Badan Kepegawaian Negara or BKN) employees. A total of 465 responses were obtained, which analysed using partial least squares structural equation modeling (PLS-SEM). This study demonstrates that organizational, individual, and technological factors play a significant role in the implementation of knowledge sharing. Most importantly, the research provides empirical validation that knowledge sharing behavior directly and substantially enhance service innovation performance - a relationship previously overlooked in public sector studies. By expanding the theoretical framework of Planned Behavior to incorporate these organizational, individual, and technological dimensions, this study offers public administrators compelling evidence to prioritize knowledge sharing initiatives while providing scholars with a more holistic understanding of innovation mechanisms in government contexts. Future studies should explore additional factors beyond the Theory of Planned Behavior that influence knowledge sharing, as well as other knowledge management dimensions affecting service innovation. Further research could also investigate impacts of knowledge sharing beyond innovation performance, such as organizational resilience or employee well-being in public sector contexts.

Efektifitas Penggunaan Mobile Payment Qris dalam Meningkatkan Penjualan UMKM di Bidang Kuliner (Studi UMKM Suryakencana Bogor) Sinaga, Andri Parulian; Jannah, Miskol; Raafigustina, Try Annisa; Sitompul, Sabar; Lusa, Sofian
Jurnal Impresi Indonesia Vol. 4 No. 9 (2025): Jurnal Impresi Indonesia
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jii.v4i9.6913

Seiring dengan pertumbuhan media digital yang begitu pesat, maka beragam bentuk transaksi digital juga turut berkembang. Salah satu alat transaksi yang tumbuh signifikan adalah Quick Response Code Indonesia Standar (QRIS). Peningkatan jumlah QRIS merchant dan QRIS user berkorelasi dengan peningkatan volume dan nominal transaksi yang diproses oleh masing-masing merchant setiap tahunnya termasuk pada UMKM. Penelitian ini bertujuan untuk membuktikan dan menganalisis implikasi serta efektifitas penggunaan QRIS dalam meningkatkan penjualan UMKM bidang kuliner di Suryakencana Bogor. Penelitian ini menggunakan metode kualitatif deskriptif dengan melakukan sesi wawancara dengan narasumber secara langsung, sampel dalam penelitian ini adalah pelaku UMKM bidang kuliner di Suryakencana Bogor. Hasil dari penelitian ini menunjukkan beberapa implikasi positif diantaranya dari segi peningkatan penjualan, kemudahan dalam bertransaksi menggunakan QRIS. Dari segi efektifitas, hasil analisis dapat dikatakan efektif dapat dilihat dari beberapa aspek yaitu dari segi pemahaman program, prestasi kerja, ketepatan sasaran, pencapaian tujuan, dan perubahan nyata. Temuan ini mengimplikasikan pentingnya peningkatan literasi digital pelaku UMKM dan optimalisasi infrastruktur pendukung untuk memaksimalkan manfaat QRIS. Penelitian ini merekomendasikan kolaborasi antara pemerintah, penyedia layanan, dan pelaku UMKM untuk mengatasi kendala teknis dan meningkatkan adopsi QRIS secara lebih merata.

Sentiment Analysis and Topic Modeling for Discovering Knowledge in Indonesian Mobile Government Applications Hamid, Ricky Bahari; Andriansyah, Chandra; Sensuse, Dana Indra; Lusa, Sofian; Elisabeth, Damayanti; Safitri, Nadya
Jurnal Teknik Informatika (Jutif) Vol. 6 No. 5 (2025): JUTIF Volume 6, Number 5, Oktober 2025
Publisher : Informatika, Universitas Jenderal Soedirman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52436/1.jutif.2025.6.6.4991

The accelerated rate of government applications development in Indonesia has introduced new opportunities and challenges in delivering digital public services. While thousands of apps have been developed, systemic issues ranging from usability flaws to authentication failures persist, as reflected in user reviews on platforms like the Google Play Store. This study adopts a knowledge discovery approach to extract actionable insights from more than 17,000 user-generated reviews across three major government applications: Satusehat, Digital Korlantas, and M-Paspor. A hybrid methodology is applied, combining RoBERTa-based sentiment classification, BERTopic-based topic modeling, cosine similarity analysis, and qualitative user validation. The findings reveal recurring issues in authentication, interface design, and system responsiveness that span across organizational boundaries. Cross-app topic correlation highlights critical shared pain points such as login failures and unintuitive UI that undermine user trust in e-government services. Mapping these insights onto the SECI knowledge management model, this research contributes both practical recommendations and a replicable analytical framework for public agencies seeking to institutionalize user feedback. By transforming fragmented digital feedback into organizational knowledge, this study supports continuous service improvement and strengthens the foundation for user-centric e-government.

Evaluasi Kualitas Layanan E-Government Pada Aplikasi Pendaftaran Seleksi Calon Aparatur Sipil Negara Menggunakan Model E-GovQual Berdasarkan Perspektif Pengguna Abdullah, Puja Putri; Rahmawati, Rina; Sensuse, Dana Indra; Lusa, Sofian; Arief, Assaf; Adi, Prasetyo
Jurnal Teknologi Informasi dan Ilmu Komputer Vol 9 No 6: Desember 2022
Publisher : Fakultas Ilmu Komputer, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25126/jtiik.2022956130

Penelitian ini bertujuan untuk mengevaluasi salah satu aplikasi e-government pada instansi Badan Kepegawaian Negara (BKN) yaitu aplikasi SSCASN (Sistem Seleksi Calon Aparatur Sipil Negara) yang digunakan pada proses pendaftaran seleksi Aparatur Sipil Negara (ASN). Berdasarkan ulasan dari media sosial masih terdapat permasalahan pada penggunaan SSCASN sehingga aplikasi perlu dievaluasi. Dalam penelitian ini, kuesioner dibagikan kepada 205 responden dengan kriteria pernah mengikuti pendaftaran CASN dan menggunakan aplikasi SSCASN. Dalam menyusun indikator pernyataan penelitian ini menggunakan model e-GovQual dan untuk mengolah data menggunakan pendekatan PLS-SEM. Hasil penelitian memperlihatkan bahwa semua variabel yang diusulkan yaitu Reliability, Efficiency, Trust, dan Citizen Support memiliki hubungan positif dan signifikan terhadap kualitas layanan e-government pada aplikasi SSCASN. Hasil dengan pengaruh yang paling tinggi diperoleh oleh variabel Efficiency yang mendapatkan persentase dengan nilai 42,3%, disusul dengan Reliability dengan nilai 32,2%, Trust dengan nilai 25%, dan Citizen Support dengan nilai 7%. Adapun rekomendasi yang kami berikan berdasarkan hasil evaluasi adalah BKN sebagai instansi yang bertanggungjawab dalam pengembangan aplikasi SSCASN harus memprioritaskan semua indikator yang ada pada variabel Efficiency dan Reliability karena mendapatkan nilai tertinggi dan paling berpengaruh pada kualitas layanan SSCASN. Sedangkan dalam aspek Trust dan Citizen Support, BKN harus mulai melakukan beberapa perbaikan seperti meningkatkan tingkat keamanan aplikasi dan meningkatkan kualitas layanan helpdesk support pada aplikasi SSCASN. AbstractThe goal of this research is to assess one of the e-government applications at National Civil Service Agency (BKN), namely SSCASN (Sistem Seleksi Calon ASN) which is used in the registration process for selection of State Civil Apparatus (ASN) candidate. Based on reviews from social media and helpdesk data report on SSCASN 2021, there are still problems in using SSCASN so the application needs to be evaluated. In this study questionnaires were distributed to 205 respondents who had registered for CASN and used the SSCASN application. In compiling indicators, this research statement uses the E-GovQual model and to process data using the PLS-SEM approach. The results showed that all the proposed variabels, Reliability, Efficiency, Trust, and Citizen Support, had a positive and significant relationship with the quality of e-Government services in SSCASN application. The variable with the highest influence is obtained by Efficiency received a score of 42.3 %, followed by Reliability with 32.2 %, Trust with 25%, and Citizen Support received a score of 7%. The recommendation that we provide is that BKN as the responsible institution for developing SSCASN must prioritize all indicators in the Efficiency and Reliability variabels because they get the highest score and have the most influence on the quality of SSCASN services. In terms of Trust and Citizen Support, BKN must start to make some improvements, such as increasing the level of application security and improving the quality of helpdesk support services for SSCASN application.

Strategi Transformasi Digital LPP TVRI Tereuri, Shabrina; Azhari Rangkuti, Herry; Satria, Riri; Lusa, Sofian
Jurnal Etnik: Ekonomi-Teknik Vol 1 No 4 (2022): ETNIK : Jurnal Ekonomi dan Teknik
Publisher : Rifa'Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54543/etnik.v1i4.30

The television industry is undergoing a digital revolution. Infrastructure-based broadcast services with linear programs in the form of news, sports and entertainment broadcasts at certain times, have experienced the disruption of video streaming and on-demand viewing services based on digital platforms. TVRI as a public broadcasting institution also suffered a similar blow. With the mission of providing television broadcasting services to all corners of the archipelago, TVRI must maintain a balance playing in linear programming to be able to reach remote areas that have not been reached by digital platforms, and definitely digitally transform to secure its position in the TV and video industry market. To be able to digitally transform LPP TVRI requires the right strategy to be able to successfully survive market changes and still be able to carry out the government's mission to deliver TV broadcasts to all corners of the archipelago. This study aims to formulate a digital transformation strategy of LPP TVRI from traditional TV to digital to digitally capable TV. Based on the research conducted, it can be concluded that to develop a strategy in implementing digital transformation, among others, by developing a digital strategy using the framework owned by Sunil Gupta. After that, it can be concluded that the developed digital strategy focuses on building new capabilities, namely to make TVRI a Digital Broadcaster. By applying the Freemium model to certain content

Title

Found 28 Documents
Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title Search

Found 28 Documents Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title

Found 28 Documents
Search