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Encouraging Knowledge Sharing Through Social Media: A Systematic Analysis of Drivers and Influences Ridho, M. Mushlih; Wirabuana, Cakra; Sensuse, Dana Indra; Eitiveni, Imairi; Hidayat, Deden Sumirat; Indriasari, Sofiyanti
Eduvest - Journal of Universal Studies Vol. 5 No. 4 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i4.51117

Abstract

This study systematically investigates the dynamics of knowledge sharing on social media, focusing on identifying driving factors and their impacts. By employing a conventional literature review method and the PICOC structure, this research analyzed 73 studies from 2019 to 2024, revealing key insights into the role of social media in facilitating knowledge sharing. The findings categorize drivers into technological, social, motivational, knowledge-based, and organizational factors, each playing a significant role in enhancing or hindering knowledge sharing activities. The technological infrastructure and user-friendly interfaces, coupled with social dynamics, motivational incentives, the quality of knowledge, and organizational support, emerged as pivotal in propelling knowledge sharing. Conversely, challenges such as privacy concerns, information overload, and the threat of misinformation highlight the need for cautious optimization. This study contributes to the academic and practical understanding of knowledge sharing on social media, offering a foundation for future research and strategies to maximize its potential for innovation and organizational learning.
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

Abstract

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.
Knowledge Management Foundation and Solutions Implementation in Indonesian Government Higher Educational Institution Sihombing, Boy Sandi Kristian; Fatoumatta Binta Jallow; Ghina Fitriya; Dana Indra Sensuse; Sofian Lusa; Damayanti Elisabeth; Nadya Safitri
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 8 No 6 (2024): December 2024
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29207/resti.v8i6.6005

Abstract

The performance of XYZ, a Government Higher Educational Institution (GHEI) in Indonesia is assessed through two unintegrated applications. The 2023 target performance was missed due to miscalculations outside applications while transforming large data amounts. Thus, business intelligence (BI) serves as a knowledge management (KM) tool to integrate those applications to achieve XYZ's target. Because BI is costly and has a 70% failure rate of development plans, a research model was evaluated to look at the current XYZ innovation capability for successful BI adoption from the KM foundation and KM solution implementation. This study used a quantitative method, employing a questionnaire for 94 civil servants and the partial least squares-structural equation model (PLS-SEM) for data analysis. Results indicate in the KM foundation, organizational (O) negatively influences KM process application (KMP) (β = -0.292, Pv = 0.010) while KM infrastructure (I) and process (P) positively influence KMP, but KM technology (T) does not. In KM solutions, KMP is proven to be linked to innovation capability when KM systems are lacking. Hence, several activities are suggested to activate T through T, O, P, and I. The model validated 80% of the hypotheses, laying the groundwork for future studies into which aspects of T strengthen innovation capabilities in GHEI.
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

Abstract

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.
Identifikasi CSF dalam Implementasi Business Intelligence di Organisasi Nirlaba: Studi Kasus di Indonesia Hakim, Mohammad Luqmanul; Sensuse, Dana Indra; Ni Wayan Trisnawaty
The Indonesian Journal of Computer Science Vol. 14 No. 2 (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.v14i2.4848

Abstract

This study aims to identify and analyze the critical success factors (CSFs) for implementing business intelligence (BI) in nonprofit organizations in Indonesia. As the world's most generous country for seven consecutive years, Indonesia shows significant potential in its nonprofit sector, particularly in managing Zakat, Infaq, Sadaqah, and Waqf (ZISWAF). This research employs a systematic literature review (SLR) and a case study on a nonprofit organization adopting a BI system. The study identifies five categories of critical success factors (CSFs): organizational, technological, data management, human resource, and process factors. The findings aim to contribute theoretically and practically to digital transformation strategies in the nonprofit sector while guiding decision-makers in implementing effective and sustainable BI systems.
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

Abstract

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

Abstract

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): Accepted
Publisher : SAFE-Network

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

Abstract

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

Abstract

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.
Customer Knowledge Management Success Factors and Challenges in Service-Related Sectors: A Systematic Literature Review Larasati, Nurul Aulia; Andani, Monica Ratna; Safitri, Nadya; Sensuse, Dana Indra
Eduvest - Journal of Universal Studies Vol. 5 No. 10 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i10.52186

Abstract

Customer Knowledge Management (CKM) has become crucial for organizations in service-related sectors aiming to enhance customer satisfaction, loyalty, and overall performance through effective management of knowledge for, from, and regarding customers. However, implementing CKM presents both opportunities and significant hurdles. The purpose of this study is to provide an exhaustive understanding of these aspects by systematically reviewing recent literature to identify the critical success factors and key challenges associated with CKM implementation in service-related sectors. A systematic literature review (SLR) was conducted following established guidelines, searching major academic databases (Scopus, IEEE Xplore, ACM Digital Library, Taylor & Francis, ScienceDirect) for relevant studies published up to 2025. Following a rigorous screening and quality assessment process, 21 primary studies were selected for data extraction and synthesis. The findings reveal several key success factors categorized under Technology (e.g., CRM platforms, collaborative tools), Organization (e.g., top management support, customer-oriented culture, clear strategy), Human (e.g., employee skills, training, trust), and CKM Process (e.g., effective knowledge acquisition, sharing, application). Conversely, significant challenges identified include strategic issues (e.g., lack of clear objectives, difficulty measuring value), technological barriers (e.g., lack of appropriate technology, data integration issues), organizational and cultural resistance (e.g., lack of sharing culture), and human resource challenges (e.g., skill gaps, high turnover, knowledge hiding). This review consolidates current knowledge, offering valuable insights for practitioners seeking to navigate CKM implementation in service industries and providing directions for future research.
Co-Authors Abdullah, Puja Putri ACHMAD FUAD Ade Fitria Lestari Adhitama, Raihansyah Yoga Adi Pratama, Yoga Adi Suryaputra Paramita Aditya, Silfa Kurnia Afifah Nefiratika Agnes Agnes Ahmad Jurnaidi Wahidin Ajie Tri Hutama Akbarsyah Anza, Fikri Akhsan, Rivaldi Rizalul Alfiani, Husna Altino, Iqbal Caraka Alusi, Fahmi Amastini, Fitria Andani, Monica Ratna Anditama, Muhammad Rizky Andriansyah, Chandra Ansis, Ronny Aprilia, Relaci Ariani, Septi Arief Ramadhan Arief Ramadhan Arif Wahyudi Ariq Naufal Satria Aryanto Aryanto Assaf Arief Assaf Arief Assaf Arief Assaf Arief, Assaf Astrianty, Rani Aprilia Ayu Bintang Nurrachma Gunawan Ayu Bintang Nurrachma Gunawan Ayu Bintang Nurrachma Gunawan Aziz, Riva Abdillah Baskoro, Aji Basnur, Prajna Wira Binsar Tampahan Binsar Tampahan Binsar Tampahan Brillianto, Bramanti Budi, Nur Fitriah Ayuning Cahyaningsih, Elin Damayanti Elisabeth Damayanti Elisabeth Damayanti Elisabeth Darmawan Baginda Napitupulu Darmawan Napitupulu Deden Sumirat Hidayat Deden Sumirat Hidayat, Deden Sumirat Desiana Nurul Maftuhah Destriani, Rahma Dewi Sartika Dewi, Yesi Puspita Diaz Saputra Dieny Sukmiati Dieny Sukmiati Dieny Sukmiati Dwi Handoko Dwi Handoko Dwi Handoko Dwi Handoko Edi Abdurachman Ekawati, Rika El Farisi, Salman Elin Cahyaningsih Elin Cahyaningsih Elisabeth, Damayanti Elkaf Fahrezi Soebianto Putra Erisva Hakiki Purwaningsih Evi Yulianti EVI YULIANTI Fachri Munandar Fahmi Alusi Fahmi Alusi Fahmi Alusi Faradillah Faradillah Fathurahman Ma'ruf Hudoarma Fatoumatta Binta Jallow Fauzia Nur, Pita Larasati Ferdian Maulana Akbar Ferry Febrianto Fikri Akbarsyah Anza Firdaus, Aditya Reza Firmansyah Apryadhi Fithri Selva Jumeilah Fitria Amastini Fitria Rahma Sari Fitria Rahma Sari Fitria Rahma Sari Fitriya, Ghina Ford Lumban Gaol Franky Juhar Furqon, Moehammad Arief Galih Reksa Lingga Respati Geni, Lenggo Ghina Fitriya Giffari, Rafi Goldie Gunadi Hakim, Mohammad Luqmanul Hamid, Ricky Bahari Hanif Sudira Harjanto Prabowo Harjanto Prabowo Hartanto, Adi Herlambang Permadi Hidayat Akbar Hidayat Akbar Hidayat, Ilatifah Nur Hudoarma, Fathurahman Ma'ruf Husain Husain I Made Agus Ana Widiatmika I Made Agus Ana Widiatmika I Made Agus Ana Widiatmika I Nyoman Adi Putra Ignatius Adrian Mastan Iklima Ermis Ismail Imairi Eitiveni Imanuddin, Kamila Alifia Inayah, Suci - Indra, Muhammad Nadhirsyah Indria, Sofi Indriasari , Sofiyanti Indriasari, Sofianti Jallow , Fatoumatta Binta Jani Richi R. Siregar Jeffry Adityapriatama Jonathan Sofian Lusa Jonathan Sofian Lusa Jonathan Sofian Lusa Juraida, Erni Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Kristian, Natalia Kurniawan, Shabrina Salsabila Larasati, Nurul Aulia Lathiful Alamsyah Lenggo Geni Lia Ellyanti Louis Dwysevrey Ompusunggu Lusa, Sofian Lusa, Sofian Lusi Fajarita Maharani, Nandhita Zefania Marbanie, Ridwan Marwan Wahyudin Masbudi, Handika Maulana, Miftahul Meilinda Puji Pamungkas Mia Agustina Miftahul Maulana Miftahul Maulana Miftahul Maulana Mirza Triyuna Putra Moehammad Arief Furqon Moehammad Arief Furqon Moh. Anshori Aris Widya Muhamad Adhytia Wana Putra Rahmadhan Muhammad Fadhiel Alie Muhammad Farid Fadhlan Muhammad, Miftah Nababan, Cynthia Deborah Nadya Safitri Nadya Safitri Nadya Safitri Nadya Safitri, Nadya Nandhita Zefania Maharani Napitupulu, Darmawan Nashrul Hakiem Nashrul Hakiem Nefiratika, Afifah Ni Wayan Trisnawaty Novia Agusvina Nur Chasanah Nur Chasanah Nur Chasanah Nur Chasanah Nur Fitriah Ayuning Budi Nurzaitun Purwasih Nurzaitun Purwasih Nurzaitun Purwasih Oki Priyadi Permadi, Herlambang Pita Larasati Fauzia Nur Pita Larasati Fauzia Nur Pita Larasati Fauzia Nur Pradipta, Dhea Junestya Prasetyo Adi Prasetyo Adi Prasetyo Adi Wibowo Putro Prasetyo Adi Wibowo, Prasetyo Adi Prastowo, Rahardito Dio Pratiwi, Maharani Eka Prayoga, Sigit Hadi Prihantara Arif Budi Santosa Prima, Pudy Puji Rahayu Puji Rahayu Purwaningsih, Erisva Hakiki Purwaningsih, Erisvaha Kiki Purwasih, Nurzaitun Putra Tresna Linge Putra, Dion Lamilga Sudiono Putra, Risma Bayu Putro , Prasetyo Adi Wibowo Putro, Prasetyo Adi Wibowo R. Sapto Hendri Boedi Soesatyo Rabiah Al Adawiyah Rahmat Nurcahyo Rahmat Nurcahyo Ramadhan, Yudistira Rani Aprilia Astrianty Rendra Gustriansyah Rian Rahmanda Putra Rias Kumalasari Devi Richi R. Siregar, Jani Ridho, M. Mushlih Ridwan Afandi Rina Rahmawati, Rina Ringgi Cahyo Dwiputra Rini Muliahati Risma Bayu Putra Risma Bayu Putra Risma Bayu Putra Rizaldy Septa Amanda Rizaldy Septa Amanda Rizki Kurniawan, Rizki Rizky, Fajar Robby Hermansyah Romlah, Ummu Habibah Ronny Ansis Rudy Sugiharto Iskandar Ryan Randy Suryono S.Pd. M Kes I Ketut Sudiana . Salman Alfarisi Salman El Farisi Salman El Farisi Saputro, Singgih Dwi Sari, Fitria Rahma Sarika Afrizal Sarika Afrizal Sarika Afrizal, Sarika Semlinda Juszandri Bulan Septian Bagus Wibisono Shabrina Salsabila Kurniawan Sigit Hadi Prayoga Sigit Hadi Prayoga Sigit Hadi Prayoga Sihombing , Boy Sandi Kritian Sihombing, Boy Sandi Kristian Slamet Darmawan Sofian Lusa Sofian Lusa Sofian Lusa Sofian Lusa Sofian Lusa Sofian Lusa Sofiyanti Indriasari Sudarto, Reska Nugroho Suhaidir, Wiliam Sukmiati, Dieny Sumirat Hidayat, Deden Sutoyo, Mochammad Arief Hermawan Suwardiman, Suwardiman Suwiyanto, Viktor Syarifah Hanum Tambunan, Ester Marta Tampahan, Binsar Tanjung, Aldiyan Muhammad Tinny D Kaunang Tokuro Matsuo Triyono, Gandung Tsaqif Alfatan Nugraha Ummi Azizah Rachmawati Wahab, Iis Hamsir Ayub Wanda Kinasih Warkim Warkim Warkim Warkim, Warkim Wendy Nur Falaq Wendy Nur Falaq Wibowo, Wahyu Setyawan Widiatmika, I Made Agus Ana Wiliam Suhaidir Wiliam Suhaidir Wiliam Suhaidir Wirabuana, Cakra Yasin, Yordan Yaziji, Warda Yolanda Yosephine Zebua Yudho Giri Sucahyo Yudho Giri Sucahyo Yulianingsih Yulianingsih