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All Journal Jurnal Teknik Industri J@TI (TEKNIK INDUSTRI) Journal of ICT Research and Applications
Budhi Prihartono
Industrial and Engineering Management , Faculty of Industrial Technology, Institut Teknologi Bandung, Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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The Development of Customer Loyalty Model for Mobile Travel Agent Application Budhi Prihartono; Muhammad Azhar Ashari; Aldila Rizkiana
Jurnal Teknik Industri Vol. 21 No. 1 (2020): February
Publisher : Department Industrial Engineering, University of Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (358.603 KB) | DOI: 10.22219/JTIUMM.Vol21.No1.1-11

Abstract

The growth of smartphone users in Indonesia opens up business opportunities for service providers, particularly via m-commerce. However, along with these great opportunities and rivalry, service providers are required to make consumers faithful to the products and services they deliver.  This research aims to develop a conceptual model for an application based on m-commerce, particularly mobile travel agent applications.  The research model is based on applying five dimensions of Mobile Service Quality (M-S-QUAL), customer engagement, and commitment as the predecessor factors of customer loyalty.  The study was conducted on 760 MTA application users who participated in an online survey.  The data were divided into two groups based on income level to be further analyzed using the Multigroup Structural Equation Modeling (SEM).  The Multigroup SEM analysis shows that the concept of customer loyalty was explained differently by the two groups with different income levels.
Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia Budhi Prihartono; Karina Rizky Ismantia; Fidruzal Fahlevi
Jurnal Teknik Industri Vol. 24 No. 1 (2023): February
Publisher : Department Industrial Engineering, University of Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/JTIUMM.Vol24.No1.1-16

Abstract

The impact of technology on public transport has led to a new online transportation service. Its emergence makes the competition increasingly competitive. Therefore, customer loyalty becomes an important aspect of winning the competition. This research analyzed the effect of customer service, service delivery, onboard experience, public image, service value, and customer satisfaction on customer loyalty to online transportation. 517 respondents were obtained and divided into two groups: captive rider and choice rider. Data processing is carried out using a multigroup SEM technique. The results showed that there was a significant moderation effect of the different characteristics of users. In the captive rider group, onboard experience and service value did not affect customer satisfaction, and service value did not affect customer loyalty. Customer satisfaction influenced customer loyalty, and the effect was more robust than the choice rider group. In the choice rider group, the public image did not affect customer satisfaction, but service value influenced customer loyalty. Factors proven to influence customer loyalty significantly can be developed by companies to improve their competitive advantage in an increasingly competitive market of online transportation services.
Leveraging Data Management Capabilities for Innovation Capabilities: The Moderating Role of Cross-Functional Integration Destina Ratna Asih Khodijah Kadarsah; Rajesri Govindaraju; Budhi Prihartono
Journal of ICT Research and Applications Vol. 17 No. 3 (2023)
Publisher : DRPM - ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5614/itbj.ict.res.appl.2023.17.3.7

Abstract

In today’s dynamic and competitive business environment, data are crucial for sustaining a competitive advantage. Organizations are also constantly seeking ways to enhance their innovation capabilities in order to stay ahead of the competition. One critical factor that has been identified as influential in enabling innovation are the organization’s data management capabilities. Past studies have found that cross-functional integration may enhance the impact of data management on innovation. Hence, this study aimed to investigate the influence of data management capabilities on explorative and exploitative innovation by considering the role of cross-functional integration as a moderating variable. This study used 116 data samples from medium and large companies across different industries in Indonesia. The PLS-SEM analysis was applied to test the research hypotheses. The results indicate that data management capabilities as a third-order construct, consisting of three dimensions, namely data governance, technology, and skills, have significant direct influences on explorative and exploitative innovation. This study demonstrated that cross-functional integration still plays an important role in amplifying the relationship between data management capabilities and innovation capabilities, especially in relation to explorative innovation.
PERANCANGAN STRATEGI PENGELOLAAN RISIKO PEMANGKU KEPENTINGAN BERBASIS PROSES BISNIS PADA PT X Prihartono, Budhi; Annasthacia, Gracella Audrey Phlycia; Fahlevi, Fidruzal
J@ti Undip: Jurnal Teknik Industri Vol 18, No 2 (2023): Mei 2023
Publisher : Departemen Teknik Industri, Fakultas Teknik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jati.18.2.120-129

Abstract

PT X merupakan perusahaan tambang pasir di daerah Cimangkok, Sukabumi yang sedang mengalami kesulitan dalam mencapai target produksi. PT X memiliki target produksi pasir sebesar 600-700 m3 per bulan namun rata-rata hasil produksi hanya mencapai 400-500 m3per bulan. Penelitian ini bertujuan untuk mengelola risiko pemangku kepentingan yang menghambat perusahaan dalam mencapai target produksinya. Untuk memperoleh hasil analisis risiko yang lebih holistik, penelitian akan meninjau analisis interaksi risiko dengan integrasi metode Interpretive structure modelling dan matriks MICMAC. Hasil analisis risiko pemangku kepentingan menunjukkan bahwa terdapat empat risiko utama yang masuk ke dalam kategori risiko influent dan perlu dikelola oleh perusahaan, yaitu komunikasi yang kurang efektif antar pekerja, hambatan operasional akibat human error, pekerja tidak melakukan operasi sesuai dengan prosedur, dan kurangnya pekerja dengan kapabilitas dan pengetahuan yang memadai. Risiko-risiko ini berasal dari proses bisnis inti yang berkaitan dengan proses bisnis penambangan pasir. Untuk mengelola risiko pemangku kepentingan PT X, hasil studi mengusulkan 4 strategi, yaitu perbaikan struktur organisasi perusahaan, penyusunan job description, penyusunan standard operating procedure, dan pelatihan serta sertifikasi keterampilan teknis pekerja. Abstract[Title: Strategy Design for Pemangku kepentingan-Risk Management Based on Business Process at PT X] PT X is a sand mining company located in Cimangkok area, Sukabumi, which is experiencing difficulties in achieving production targets. With a target of 600-700 m3, PT X can only manage to reach an average of 400-500 m3 sand production. This study aims to manage pemangku kepentingan risk at PT X. To obtain a more holistic risk analysis result, this study involves risk interaction analysis with the integration of the ISM and MICMAC methods. The result shows that there are four main risks from the influential category that need to be managed by the company: ineffective communication among workers, operational problems caused by human error, workers not performing their works according to procedures, and lack of workers with adequate capabilities and knowledge. This risk comes from core business processes that are related to sand mining. To manage the risk of PT X's stakeholders, the results of the study propose 4 strategies: improvement of the company's organizational structure, development of job description, development of standard operating procedures, and training as well as technical certification for workers.Keywords: core business process; stakeholder risk; risk interaction; risk mitigation; ISM-MICMAC
Co-Authors Aldila Rizkiana Annasthacia, Gracella Audrey Phlycia Destina Ratna Asih Khodijah Kadarsah Fahlevi, Fidruzal Karina Rizky Ismantia Muhammad Azhar Ashari Rajesri Govindaraju