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All Journal Journal of Business and Management Journal The Winners The Asian Journal of Technology Management (AJTM) Journal of Business Management Education (JBME) Jurnal Studi Manajemen dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) TIJAB (The International Journal of Applied Business) Jurnal Teknologi Dan Sistem Informasi Bisnis Journal of Economics and Business UBS JURNAL ECONOMINA Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Jurnal Sistem Informasi
Nila Armelia Windasari
Institut Teknologi Bandung, Indonesia
Aerospace Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Neuroscience Social Sciences

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Develop Tourism Destination Attributes for Marlina Group to Enhance Customer Intention to Visit Farhan Aditya Utomo; Nila Armelia Windasari
Journal Research of Social Science, Economics, and Management Vol. 5 No. 3 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i3.1153

Abstract

This study aims to develop tourism destination attributes for Marlina Group in Lemahsugih, Majalengka, to enhance customer intention to visit. The research applies a mixed-method approach combining qualitative exploration and quantitative validation. Qualitative data were collected through in-depth interviews with key stakeholders, including tourism practitioners, government representatives, and the Marlina Group management, to identify gaps and opportunities across six tourism destination attributes: Accessibility, Attraction, Activities, Available Packages, Ancillary Services, and Amenities (6A). Quantitative data were obtained from 376 respondents through structured questionnaires, and analyzed using Structural Equation Modeling with Partial Least Squares (SEM-PLS) to test the relationships between these attributes and intention to visit. The findings reveal that Accessibility, Attractions, and Activities are the most influential factors in shaping tourist intention to visit, while Ancillary Services, Amenities and Available Packages play supporting roles than being primary drivers. The study contributes both theoretically, by extending tourism destination attribute frameworks in the context of rural tourism, and practically, by providing Marlina Group with a structured strategy to transform Lemahsugih from a supporting agro-tourism area into a competitive rural tourism destination
Organisational Readiness for AI Contact Center Adoption in Indonesian Banking Ryaas Mishbachul Munir; Nila Armelia Windasari
JURNAL ECONOMINA Vol. 5 No. 8 (2026): JURNAL ECONOMINA, Agustus 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i8.3809

Abstract

Artificial intelligence (AI) is transforming customer service operations in banking, with contact centers as a primary deployment. This study examines the causal structure of organisational readiness factors for AI contact center adoption in Indonesian banking and develops a scenario planning framework to guide implementation strategy across institutional contexts. The research employs a sequential multi-method design: ten in-depth interviews (IDI) across six functional domains (contact center operations, product management, regulatory and risk, technology and AI, compliance, and customer perspective); reflexive thematic analysis to identify and consolidate implementation factors; DEMATEL (Decision-Making Trial and Evaluation Laboratory) causal analysis by eight domain experts; MICMAC structural classification; and four-scenario strategic planning. Thematic analysis of interview transcripts consolidated 10 final factors using discriminant validity criteria. DEMATEL analysis (n = 8; normalisation parameter s = 33.875; significance threshold α = mean(T) + 1·SD = 0.8259) identified 19 significant causal relationships. The 10 factors were categorised within the Technology-Organisation-Environment (TOE) framework. DEMATEL causal analysis revealed that all five Cause factors (r−c > 0) belong to these dimensions: FIN, MAN, PEL, KOM, and NAS, while the Effect factors belong to these dimensions: AKU, KEA, DAT, INF, and REG. AI Response Accuracy is the most structurally central factor, confirming its role as the convergence point of all causal investment pathways. MICMAC structural analysis classified Financial Readiness, Management Commitment, and Agent Competency as Driving variables; Technology Infrastructure, AI Response Accuracy, and Data Security as Relay amplifiers; Data Availability and Regulatory Compliance as Output indicators; and HR Training and Customer Readiness as Autonomous variables. CLD analysis identified five reinforcing loops (R1–R5) and one balancing loop (B1). The scenario planning framework constructs a two-axis matrix: Organisational Readiness (X = FIN×0.55 + MAN×0.45, weights proportional to r−c magnitudes) and Ecosystem Support (Y = NAS). Four scenarios are mapped against KBMI institutional profiles: Scenario A (Optimal Transformation, KBMI IV), Scenario B (Independent Innovation, KBMI III), Scenario C (Ecosystem-Led Adoption, Digital banks), and Scenario D (Pre-Adoption, KBMI I–II conventional banks). The principal finding is that AI contact center implementation in Indonesian banking is fundamentally an organisational challenge that manifests as a technology challenge. Financial readiness and management commitment must precede technology selection; data quality and AI accuracy are outputs of organisational investment, not independent prerequisites. These findings invert the conventional technology-first implementation narrative and provide empirically grounded, KBMI-stratified guidance for banking practitioners, regulators, and future research.
Co-Authors Anggraini, Adeilla Rahmi Arnita, Devi Catharina Cita Padmasari Delanny Dwi Nugrahini Sani Dyah Ayu Sekar Melati Farhan Aditya Utomo Fathia Noor Rahma Ghassani Nabila Tanri Halim Budi Santoso Handi Aulia Triyafebrianda Millianda, Pridya Equita Muhammad, Irham Alifa Noviani, Stefani Dwi Primadana, Ligasyah Arnanda Qodariah, Elis Rahma Hanum Kusuma Putri Rahmayati, Annisa Dini Readdy Aria Yendola Reza Ashari Nasution Ronald Cahaya Perdana Sihombing Rusnandi, Linda Sendy Lediana Ryaas Mishbachul Munir Shafira, Nadine Sya'ban, Muhammad Iqbal Rizqi Trisnahadi, Nabila Nurshaina Aisha Widhyawan Prawiraatmadja