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All Journal Journal of Business and Management Journal of Economic, Bussines and Accounting (COSTING) Journal of Economics and Business UBS BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi International Journal of Social Service and Research Interdisciplinary Social Studies Eduvest - Journal of Universal Studies JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Journal Integration of Management Studies
Sushandoyo, Dedy
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Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences

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Journal : Journal Integration of Management Studies

 1 
Improving Customer Service Performance Using PPT and SECI: A Literature Review of Bluegreen Bank Case Sekartaji, Benedicta Anggit; Sushandoyo, Dedy
Journal Integration of Management Studies Vol. 3 No. 1 (2025)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v3i1.282

Abstract

Customer service is crucial in the banking industry, directly impacting customer satisfaction, trust, and overall business performance. However, many financial institutions face challenges in managing knowledge effectively, leading to inconsistent service quality, operational inefficiencies, and regulatory compliance risks. This study examines the role of Knowledge Management (KM) in enhancing customer service performance, with a specific focus on the People, Process, and Technology (PPT) framework and the SECI Model (Socialization, Externalization, Combination, and Internalization). Through a systematic literature review (SLR), this study synthesizes insights from academic research on KM implementation in banking customer service, identifying key benefits, challenges, and best practices. The findings reveal that effective KM adoption significantly improves service accuracy, reduces response times, and enhances customer engagement by ensuring service representatives have instant access to structured knowledge repositories. Furthermore, KM facilitates regulatory compliance and data security by providing automated updates on financial policies, fraud prevention measures, and data protection standards. However, barriers such as employee resistance, fragmented knowledge systems, and outdated IT infrastructure hinder the implementation of KM frameworks in banking institutions. To address these challenges, this study recommends integrating AI-driven KM platforms, standardizing knowledge-sharing practices across branches, and fostering a knowledge-sharing culture through training and incentives. Banks can leverage structured KM frameworks to enhance operational efficiency, build long-term customer loyalty, and strengthen their position in an increasingly digitalized financial landscape. Future research should explore the role of AI and emerging technologies in optimizing KM practices for customer service excellence.
E-Commerce Platforms as Business Agility Reinforcement To Compete In The Market: Cases Of Indonesian MSME Tisyani, Aisha Salsabila; Sushandoyo, Dedy
Journal Integration of Management Studies Vol. 1 No. 1 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v1i1.23

Abstract

Despite having many vulnerabilities for being small, around 99.99% of businesses in Indonesia belong to the MSME category. Many companies consider going digital to face vulnerabilities such as limited resources, fierce competition, and environmental changes. Among all the different approaches to Digital Transformation, adopting a digital business ecosystem like an e-commerce platform is more suitable for MSMEs for its source and cost efficiency. However, only around 19% of the total number of MSMEs in Indonesia have adopted a digital business ecosystem by using e-commerce platforms. This study explores the impacts e-commerce platforms brought to various business aspects in MSMEs and whether e-commerce adoption help reinforce MSMEs' business agility to remain competitive in the market. To reach the aim of the study, we used qualitative research by interviewing six small business owners utilizing e-commerce platforms. The findings of this study show that adopting an e-commerce platform has generated changes that positively impact four business aspects: business operation, organization, marketing, and product development. These changes signify an improvement in agility. By gaining this knowledge, we hoped this study could serve as a guide to motivate more MSMEs to venture into the digital realm through e-commerce platforms.
Co-Authors Adjisena, Muhammad Daffa Angelina, Dian Anggara Wisesa Ardanta, Wigakarim Aryo Dwi Harprayudi Aurik Gustomo Donald Crestofel Lantu Fahri Muhammad, Fahri Hakim, Bachtiar Firdaus Lukman Kusmono, Bayu Wisnu Ady Nandini, Widya Nugraha, Arwin A. Sekartaji, Benedicta Anggit Thariq, Muhammad Tisyani, Aisha Salsabila Yolanda*, Hilda Yuni Ros Bangun