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All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Teknik dan Ilmu Komputer Jurnal Edukasi dan Penelitian Informatika (JEPIN) Journal of Computer Science and Informatics Engineering (J-Cosine) Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Journal of Information Systems and Informatics Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Ekonomi dan Bisnis Kontemporer Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen International Journal of Applied Business and International Management Citra Delima Scientific journal of Citra Internasional Institute JuTISI (Jurnal Teknik Informatika dan Sistem Informasi)
Marcel Marcel
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Nursing Public Health Social Sciences

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Enhancing IT Service Desk for Hybrid Work: Insight from a TOE and TTF Case Study Marcel, Marcel; Aotearoa, Garpepi Hanief
Journal of Information System and Informatics Vol 7 No 1 (2025): March
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i1.971

Abstract

Adopting hybrid work has brought new challenges of IT service desks in small companies with limited resources. This study focuses on a software company in Jakarta with 15 employees, exploring how its size influences the ability to resolve issues, manage tickets, and keep both remote and on-site staff satisfied. Utilizing the Technology-Organization-Environment (TOE) Framework and the Task-Technology Fit (TTF) Model, we investigated ticket records, surveyed 13 employees, and conducted group discussions for deeper analysis. On average, the initial response time was 3.5 hours, but remote staff often faced slower resolutions, averaging 3.8 hours compared to 3.2 hours for on-site employees. The most common problems were connectivity issues, which made up 40 percent of tickets, and login and access challenges, which made up 30 percent. Feedback from a Survey indicated moderate satisfaction with most ratings between 3 and 4 on a 1–5 scale, with gaps in communication and guidance, particularly for remote workers being identified. We suggest refined troubleshooting, enhanced communications, and simplified tracking methods for monitoring issues (real time) to overcome these challenges. These improvements may allow small businesses to make the most of IT support, minimize recurring issues and better accommodate hybrid workplace needs.
Contextual ITSM Adoption Across Educational Levels: A University and a Secondary School in Jakarta Marcel, Marcel; Azhar, Nur Chalik
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1081

Abstract

This research investigates contextual ITSM adaptation across educational levels through a comparative case study of a university and secondary school in Jakarta. Using qualitative methodology with interviews, observations, and document analysis, we examined implementation patterns at University X (5,000 students, 12 IT staff) and SMA Y (450 students, 2 IT staff). Results show universities achieved semi-formal ITSM maturity levels 2-3 while secondary schools operated at pragmatic levels 1-2, reflecting resource disparities where universities allocated 4% versus 1.5% of operational budgets to IT services. Key findings reveal persistent perception gaps where academic staff predominantly view IT as "repair function" rather than strategic service, with most service requests still submitted through informal channels instead of standardized procedures. Three primary implementation challenges emerged: resource limitations, structural complexity, and cultural resistance. Based on these findings, we propose a phased transformation model (Stabilization, Standardization, Development) accommodating "layered maturity" - allowing institutions to operate at different maturity levels across ITSM domains rather than uniform advancement. This research contributes a contextual ITSM implementation framework bridging industry standards with educational realities, providing practical guidance for institutions balancing digital transformation aspirations with resource constraints, particularly relevant for developing countries facing similar educational technology challenges.
A Novel UX-Centered ITSM Framework for Technology Startups: Beyond Traditional Service Management Marcel, Marcel; Marzuqi, Tubagus Ahmad
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1118

Abstract

This research explores the integration of User Experience (UX) principles into IT Service Management (ITSM) frameworks within resource-constrained B2B SaaS technology startups. Through a comprehensive qualitative case study methodology involving semi-structured interviews with seven stakeholders, participatory observation across 12 sessions, and systematic document analysis at a Jakarta-based startup serving SMEs, we uncovered a critical paradox: companies selling superior UX solutions to clients often neglect these principles in internal IT management. The primary contribution is a novel adaptive UX-Centered ITSM conceptual model featuring three interconnected layers: Core Principles, Implementation Domains, and Operational Elements, designed for incremental implementation based on startup capacity. Unlike rigid existing ITSM frameworks, this model introduces a prioritized approach with "Must Have," "Should Have," and "Can Be Added" categorizations specifically tailored for startup contexts. The research identified five contextual factors influencing implementation: organizational culture, leadership structure, resource limitations, team dynamics, and SME client characteristics. Findings reveal that UX-centered ITSM not only addresses internal operational challenges but creates strategic alignment between internal practices and external value propositions, forming the foundation for market credibility and business sustainability. This framework provides startup managers and IT practitioners with an actionable roadmap for transforming ad-hoc internal systems into user-centered services that support operational excellence while enhancing competitive positioning in digital transformation markets.
Building Digital Trust in Jakarta’s Micro and Small Enterprises: From Awareness to Adaptation Marcel, Marcel; Monica, Katherin
Journal of Information System and Informatics Vol 7 No 3 (2025): September
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i3.1246

Abstract

Digital transformation opens many opportunities for micro, small, and medium enterprises (MSMEs) while also creating new challenges in security and trust. This study examines how MSMEs in Jakarta build digital trust through basic information security practices using a mixed-method approach. A survey involving 30 MSMEs showed that 70 percent of respondents understood the importance of strong passwords and 80 percent were aware of phishing risks. However, only 40 percent used two-factor authentication and 20 percent followed formal security guidelines. Interviews with ten business owners revealed that awareness often develops after personal experiences with fraud, while adaptive strategies such as self-learning, small internal training sessions, and the use of built-in security tools help them cope with limited knowledge and resources. The integration of quantitative and qualitative findings resulted in a conceptual model of incremental digital trust adaptation that progresses through awareness, practical adaptation, and gradual governance. Theoretically, the model explains digital trust as a continuous and context-based process within MSMEs. Practically, it provides guidance for governments, business associations, and digital platforms in creating simple, scalable, and realistic programs to strengthen the digital resilience of small enterprises.
International Marketing Management: PT. Sampoerna Tbk Laksono, Abdi Suryo; Marcel, Marcel; Kee, Daisy Mui Hung; Mengjiao, Liu; Fang, Loh Yi; Yi, Low Xin; Zein, M. I. Mahavira
International Journal of Applied Business and International Management Vol 5, No 1 (2020): April 2020
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v5i1.771

Abstract

The announcement of the cigarette excise tax increase made on September 13, 2019 was very surprising, but Sampoerna respected the President's decision. At present, Sampoerna is working to determine how to manage the impact of the increase. While waiting for the details of the excise tax policy to be officially released, Sampoerna intends to submit two recommendations to the Government to support the continuation of employment.
Integrasi Model IS Success, ServQual dan TTF dalam Penyederhanaan Katalog Layanan TI di Lembaga Pendidikan Non-Formal Marcel, Marcel; Kristiani, Evelline; Aotearoa, Garpepi Hanief
JEPIN (Jurnal Edukasi dan Penelitian Informatika) Vol 11, No 1 (2025): Volume 11 No 1
Publisher : Program Studi Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26418/jp.v11i1.88700

Abstract

Penelitian ini berangkat dari permasalahan yang dihadapi lembaga pendidikan non-formal dalam mengelola beragam layanan teknologi informasi (TI). Studi kasus dilakukan pada sebuah lembaga kursus di Jakarta yang mengalami kesulitan akibat kompleksnya katalog layanan TI yang mereka gunakan. Meski telah mengadopsi lebih dari 15 jenis layanan TI, pengorganisasian yang kurang baik membuat pengguna kesulitan memahami dan mengaksesnya. Dengan mengintegrasikan tiga kerangka teoritis (Information Systems Success Model, ServQual Model, dan Task-Technology Fit), penelitian ini mengkaji dampak penyederhanaan katalog terhadap persepsi pengguna dan efisiensi operasional lembaga. Data dikumpulkan melalui wawancara dengan 11 narasumber dan survei terhadap pengguna sebelum dan sesudah penyederhanaan katalog. Hasil penelitian menunjukkan perbaikan signifikan setelah penyederhanaan katalog. Kepuasan pengguna meningkat dari 3,0 menjadi 4,3 pada skala 5 poin. Efisiensi operasional bertambah sekitar 35%, sementara keluhan teknis berkurang 60%. Pengguna juga melaporkan kesesuaian yang lebih baik antara teknologi dan tugas mereka, dengan skor yang naik dari 3,4 menjadi 4,5. Temuan ini memperkaya pemahaman tentang bagaimana kualitas informasi dalam katalog layanan dapat mempengaruhi kepuasan pengguna dan efektivitas sistem TI. Penelitian ini menunjukkan bahwa lembaga pendidikan non-formal dapat mengoptimalkan investasi TI yang ada melalui penyederhanaan katalog, tanpa harus melakukan perubahan besar pada infrastruktur teknologi yang sudah ada.
Membangun Platform Digital Desa Margamulya Tanjung Kait Untuk Menuju Masyarakat Society 5.0 Hayat, Cynthia; marcel, marcel; Putro, Endi; Windarto, Yudhi; Perangin Angin, Prasasti; Mudita, Damida Shu; Setiawan, Theodorous Stevanus; Christian, Juan; Putratama, Andhika; Christian, Neil
Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Vol. 7 No. 2 (2024): April 2024
Publisher : STMIK Royal

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33330/jurdimas.v7i2.2872

Abstract

The village of Margamulya Tj. Kait is one of the foster villages of LPPM Ukrida. From the results of interviews and direct observations, there are several main issues faced by partners, including: limited access and dissemination of financial information and village profiles to external parties as well as to the villagers themselves. Community service is conducted by utilizing technology to develop a digital village community ecosystem where social media-based platforms serve as everyday communication, socialization, and collaboration tools. The implementation method is carried out through: (1) development of social media platforms; (2) training on platform usage. With the developed social media platform program, the target output is achieved through the evaluation of activities, where the benefit of interaction between village officials and villagers, as well as the dissemination and access to important information, becomes easier. Keywords: digital platform; village digitalization; digital village; margamulya village
KONTRIBUSI MAHASISWA UNIVERSITAS INTERNASIONAL BATAM DALAM PEMILU 2024 DEMI MENINGKATKAN PENGGUNAAN INTERNET YANG SEHAT Nicolaas, Leslie Patricia Calindra; Rifani, Rifani; Purwati, Diah Indah; Erick, Erick; Bakkara , Gegorius Cristian; Putri, Intan Triana; Ping, Kory Keith; Putra, Andiko Damar; Kristiyani , Wenny; Arman, Arman; Marcel, Marcel; Lai, Agnes Cynthia; Candra, Nicholas Kisu; Heriyanto, Heriyanto; Ramulia, Kevin
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 5 No. 4 (2024): Volume 5 No. 4 Tahun 2024
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v5i4.33439

Abstract

Pemilihan umum merupakan fondasi utama dalam sistem demokrasi yang berfungsi untuk memastikan keadilan dan integritas politik. Dalam konteks Pemilu 2024, tantangan terkait disinformasi dan penggunaan teknologi yang tidak bertanggung jawab menuntut adanya partisipasi aktif dari berbagai elemen masyarakat, termasuk mahasiswa. Artikel ini mengkaji peran mahasiswa Universitas Internasional Batam dalam mengintegrasikan nilai-nilai Pancasila melalui penyuluhan tentang pemilu sehat di media sosial, serta partisipasi mereka dalam pengawasan pemilu secara langsung bersama Badan Pengawas Pemilihan Umum (Bawaslu). Penyuluhan yang dilakukan secara digital tidak hanya bertujuan untuk meningkatkan kesadaran dan partisipasi pemilih, tetapi juga untuk mengedukasi masyarakat tentang pentingnya penggunaan internet yang sehat dalam menghadapi disinformasi. Di sisi lain, kolaborasi mahasiswa dengan Bawaslu dalam pengawasan langsung di Tempat Pemungutan Suara (TPS) pada 14 Februari 2024, menunjukkan komitmen mahasiswa dalam menjaga integritas proses pemilu. Hasil penelitian ini menunjukkan bahwa integrasi antara penyuluhan berbasis media sosial dan pengawasan langsung oleh mahasiswa berperan signifikan dalam menciptakan pemilihan umum yang jujur dan transparan, serta menjadi manifestasi nyata dari pengamalan nilai-nilai Pancasila dalam menghadapi tantangan teknologi yang modern.
Asuhan Kebidanan Continuity Of Care amelia, fitra; Marcel, Marcel
Citra Delima Scientific journal of Citra Internasional Institute Vol. 7 No. 2 (2024): Citra Delima Scientific journal of Citra Internasional Institute
Publisher : Institut Citra Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33862/citradelima.v7i2.377

Abstract

Pregnancy and childbirth is a physiological thing, if not managed properly and correctly it will become pathological.Continuity of care includes integrated services for mothers and children from pre-pregnancy to childbirth, postnatal period and childhood. The purpose of this research providing continuous care to Mrs. E aged 32 years multipara at PMB Evi Apriani. The results showed that the care provided from pregnancy, childbirth, postpartum and newborn all went smoothly and the condition of mother and baby was good and healthy. Conclusion, after being given continuity of care from pregnancy, childbirth, postpartum and newborn all went smoothly and the condition of the mother and baby was normal.Suggestions for health workers to maintain the quality of health services and early screening to determine continuous obstetric care and quality of service.
Rancang Bangun Aplikasi Tes Minat dan Bakat Berbasis Web dengan Pendekatan Scrum Jeffry, Jeffry; Marcel, Marcel
Jurnal Teknik Informatika dan Sistem Informasi Vol 10 No 2 (2024): JuTISI
Publisher : Maranatha University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jutisi.v10i2.8896

Abstract

The selection of majors that align with students' interests and talents plays a crucial role in determining their academic success and future careers. However, the Faculty of Psychology faces significant challenges related to the efficiency of the interest-aptitude testing process and the quality of counseling services. Conventional approaches relying on manual forms and booklets have proven to be ineffective and time-consuming. Therefore, this research introduces an innovative solution in the form of a web-based interest test application designed using the agile scrum method. This application is designed to implement the RIASEC theory (Realistic, Investigative, Artistic, Social, Enterprising, and Conventional), which helps identify students' interests based on various types of interests and talents. The RIASEC theory offers a comprehensive framework for understanding students' interest tendencies, subsequently facilitating more accurate major selection. The agile scrum method was chosen to ensure the iterative development of the application and responsiveness to user feedback, thereby making it adaptable to the specific needs of the Faculty of Psychology. In initial testing, this application has shown the potential to improve the efficiency of the interest-aptitude testing process and the quality of counseling services. Features such as an intuitive user interface, automated data processing, and detailed test result reports are expected to reduce the time and resources required in the conventional process. Additionally, this application also allows easier access for students to take interest-aptitude tests anytime and anywhere, thus expanding the reach of counseling services. With this solution, it is hoped that the Faculty of Psychology can address existing constraints and provide more effective and efficient services in assisting students in selecting majors that align with their interests and talents. This application not only provides technological solutions but also contributes to improving the quality of education and career development for students in the future.
Co-Authors Alexander, Jessica Amelia, Fitra Amyou Amyou Aotearoa, Garpepi H. Aotearoa, Garpepi Hanief Arman Arman Azhar, Nur Chalik Bakkara , Gegorius Cristian Candra, Nicholas Kisu Christian, Juan Christian, Neil Cynthia Hayat Cynthia Hayat Derry Susilo Endi Putro Erick, Erick Fang, Loh Yi Heriyanto Heriyanto Herman Nurtjahjo Jeffry Jeffry Kee, Daisy Mui Hung Kristiani, Evelline Kristiyani , Wenny Lai, Agnes Cynthia Laksono, Abdi Suryo Marzuqi, Tubagus Ahmad Mengjiao, Liu Monica, Katherin Mudita, Damida Shu Nicolaas, Leslie Patricia Calindra Perangin Angin, Prasasti Ping, Kory Keith Pratama, Dimas W. Purwati, Diah Indah Putra, Andiko Damar Putratama, Andhika Putri, Intan Triana Rajkawel Rajkawel Ramulia, Kevin Rianto Nurcahyo Rifani, Rifani Setiawan, Theodorous Stevanus Vin Cent Yi, Low Xin Yudhi Windarto Zein, M. I. Mahavira