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All Journal Paduraksa : Jurnal Teknik Sipil Universitas Warmadewa Majalah Ilmiah Matematika Komputer Prosiding Semnastek Sinkron : Jurnal dan Penelitian Teknik Informatika Perspektif : Jurnal Ekonomi dan Manajemen Universitas Bina Sarana Informatika JURNAL LENTERA : Kajian Keagamaan, Keilmuan dan Teknologi Jurnal Pilar Nusa Mandiri SMARTICS Journal IKRA-ITH Informatika : Jurnal Komputer dan Informatika Jurnal Pertahanan : Media Informasi tentang Kajian dan Strategi Pertahanan yang Mengedepankan Identity, Nasionalism dan Integrity JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal Teknologi Sistem Informasi dan Aplikasi Jurnal Basicedu JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Journal on Education Capture : Jurnal Seni Media Rekam JTP - Jurnal Teknologi Pendidikan JISIP: Jurnal Ilmu Sosial dan Pendidikan Aptisi Transactions on Technopreneurship (ATT) Jurnal Teknologi Komputer dan Sistem Informasi Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Jurnal Informasi dan Teknologi Journal of Music Science, Technology, and Industry (JOMSTI) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Inovasi Informatika Jurnal Teknik Informatika (JUTIF) Journal La Multiapp Indonesian Journal of Networking and Security - IJNS Jurnal Pendidikan Sains dan Komputer International Journal Software Engineering and Computer Science (IJSECS) Jurnal Interkom : Jurnal Publikasi Ilmiah Bidang Teknologi Informasi dan Komunikasi Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) Jurnal Basicedu Internet of Things and Artificial Intelligence Journal SATIN - Sains dan Teknologi Informasi Jurnal Pendidikan Teknologi Informasi (JUKANTI) JTKSI (Jurnal Teknologi Komputer dan Sistem Informasi)
Richardus Eko Indrajit
Pradita University
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When Touch Cannot Be Digitized: ArchiMate Enterprise Architecture for Omnichannel Wellness Services Heni Rohmawati; Handri Santoso; Januponsa Dio Firizqi; Erick Dazki; Richardus Eko Indrajit
Sinkron : jurnal dan penelitian teknik informatika Vol. 10 No. 4 (2026): Research Articles October 2026
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/sinkron.v10i4.16739

Abstract

Wellness providers such as massage studios are digitalizing their booking, membership, and home-visit channels, yet the service they sell still happens through a therapist's hands, a condition that omnichannel services and phygital services research, grown largely out of retailing, rarely translates into architectural specification. This study designs an enterprise architecture for a micro-enterprise wellness services provider in Banten, Indonesia, that plans three channels, namely regular on-site massage, monthly membership, and home service. Following design science research and TOGAF ADM phases A to D, six ArchiMate models were developed and then analysed through a digitizability lens that classifies every touchpoint as fully digitizable, digitally mediated, or irreducibly physical. Five of the nine normalized activities are fully digitizable and every one of them is information handling, two are digitally mediated, and the two irreducibly physical activities, the therapist's travel and the massage itself, appear in none of the six models. That omission is precisely what makes a distinct family of frictions architecturally invisible. Twelve anticipated frictions are therefore separated into boundary frictions, which exist because the service is physical, and generic digital frictions. The resulting target architecture surrounds the physical activity with an information envelope of identity assurance, shared availability, arrival status, and safety tracing. What cannot be digitized can still be surrounded by information that reduces uncertainty. The artifact is evaluated analytically and ex ante, no implementation exists yet, and systematic measurement is the necessary next step.
Co-Authors Abdinagoro, Sri Bramantoro Abdul Rahman Abraham, Irfan Agus Purwanto Ahmad Baehaqi Ahmad Baehaqi, Ahmad Akbar, Achmad Fathurrazi Alfa Yohannis Amalia Nurain Amanda, Djaja Amirudin Amirudin Amirudin Amirudin Andika Bayu Hasta Yanto Andreas Putra Wijaya Andri Purwoko Aryo Nugroho Awaluddin Tjalla Awaludin Tjalla Bagus Prasetyo Budiono Bambang Suharjo Basit, Muhamad Subhi Bayu Saputra bayu Yasa Wedha Bram Sivadjati Budi Setiawan Carlia Isneniwati Cecep Kustandi Chudra, Glenny Crosley, Nathaniel Daniel Avian Karjadi Daniel Hasiholan Tinambunan Dazki, Erick Dewanti, Paula Diana Diana Dimas Prawira dinisfusya'ban, dinisfusya'ban Djarot Hindarto Dodi Permadi Dwi Atmodjo Wismono Prapto Ega Wachid Radiegtya Eka Fitriani Eka Fitriani Eka Waras Kristianto Eko Setiawan Elliana Gautama Endang Sri Palupi Ervina Waty Fajar Priyono Fangky Antoneus Sorongan Fauzi, Muh. Fa’uzobihi, Fa’uzobihi Felix Fernando Oroh Ferdy Achmad Zulfikar Glenny Chudra Grand Grand Guntur Haludin H. A. Danang Rimbawa Hadri Helmi Hamdani, Ibnu Handri Santoso Handri Santoso Handri Santoso Handri Santoso Handri Santoso Hasan Basri Hengky, Ng Heni Jusuf Heni Rohmawati Hidayat, Nurul Hidayat, Rachmad Syarul Hindarto, Djarot Idris Gautama So Ika Kurniawati Isra Ruddin Isra Ruddin ISWAHYUDI ISWAHYUDI Januponsa Dio Firizqi Lucia Sri Istiyowati M. Yusuf Samad Manaek, Roy Maria Magdalena Maria Magdalena Michael, Dennis Moch Sukardjo Mochamad Isnin Faried Muh Fauzi Muh Fauzi Muh Fauzi Muh Fauzy Muh. Masri Sari Muhamad Nur Arifin Muhammad Handika Darmawan Muhammad Rizki Fahdia Mulyadi, Grace Devina Muqorobin, Muqorobin Popy Purnamasari Wahid Suyitno, Popy Purnamasari Wahid Pratama , Arif Pratama, Arif Prawira, Dimas Yudha Prawira, Khairul Thamrin Purawidjaja, Ratna Amalia Puri Ratna Larasati Purnama, Wandi R. Aditya Gunawan, R. Aditya R. Sapto Hendri Boedi Soesatyo Rachmadi, Pratiwi Radiegtya, Ega Wachid Refgiufi Patria Avrianto Refgiufi Patria Avrianto Refgiufi Patria Avrianto Refgiufi Patria Avrianto Rezkiani Rezkiani Rido Dwi Kurniawan Rido Kurniawan Rifky Permana Riska Aryanti Royadi Royadi Ruddin, Isra Rudy A.G. Gultom Saeful Bahri Saiful Azhari Muhammad Saiful Azhari Muhammad Santoso, Handri Sari, Muh Masri Sentosa, Steve Situmorang, Robinson Stephen Edlin Stephen Edlin Subhi Basit, Muhamad Sugeng Priyanto, Sugeng Suharjo, Bambang Surti Kanti Susatyo, R Wahyu Indra Syahrir Syahrir Taufiqurrochman Taufiqurrochman Thamrin Sofian Tinambunan, Daniel Hasiholan Tjalla, Awaludin Tri Agus Setiawan Tri Wahyudi Ummy Kalsum Unggul, Akhmad Viktor Gunawan Vinardo Widjaja, Herman Wiyadi, Yudi Permana Wiyanto, Novianthony Yadi Karyadi Yakob Jati Yulianto Yudianto, Tri Yumalia, Astria