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All Journal Journal of Business, Social and Technology Eduvest - Journal of Universal Studies
Nadya Safitri
Universitas Indonesia
Aerospace Engineering Computer Science & IT Economics, Econometrics & Finance Health Professions Industrial & Manufacturing Engineering Neuroscience Social Sciences

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The Role of Organizational Culture in Driving Knowledge Management and Reducing Customer Complaints: A PLS-Sem Study at PT Xyz Rizki Kurniawan; Aji Baskoro; Dana Indra Sensuse; Nadya Safitri; Sofian Lusa
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.
Customer Knowledge Management Success Factors and Challenges in Service-Related Sectors: A Systematic Literature Review Nurul Aulia Larasati; Monica Ratna Andani; Nadya Safitri; Dana Indra Sensuse
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.
Knowledge Management Success Factors for Indonesia Local Government: Case Study Pontianak City Government Irni Irmayani; Sabrina Editha Putri; Dana Indra Sensuse; Sofian Lusa; Nadya Safitri; Damayanti Elisabeth
Eduvest - Journal of Universal Studies Vol. 5 No. 12 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i12.52446

Abstract

In Indonesia's e-Government, knowledge management is one of mandatory indicators that must be implemented at both the central and local government levels. Unfortunately, the use of knowledge management in Indonesia's local government is still very lacking. This condition is reflected in the e-government management index score at the city level nationally in 2024, which only reached 2.03, categorized as sufficient. However, knowledge management is a crucial foundation for the development of public services and innovation in local government. The aim of this study is to identify the Critical Success Factors (CSF) for the implementation of knowledge management in the Pontianak City Government through survey and interview methods. Data analysis was conducted using Structural Equation Modeling-Partial Least Square, with knowledge management as the latent variable. The results of the study suggest that innovation, measurement, regulation and technology adoption have a significant positive impact on knowledge management implementation strategies in local government. Thes success factors are the used as guidelines for developing knowledge management strategies in the Pontianak City Government, and local government in general.
Explainable Ensemble Learning for Transparent and Efficient Zakat Scholarship Selection Khalid Jasir; Nadya Safitri; Sofian Lusa; Dana Indra Sensuse
Eduvest - Journal of Universal Studies Vol. 6 No. 2 (2026): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v6i2.52639

Abstract

Education financial assistance funded by Zakat, Infaq, and Waqf holds significant potential to support sustainable higher education. Islamic Trust Fund Ar-Raniry faces challenges in the scholarship selection process due to manual processing. This condition leads to operational inefficiency and raises concerns of subjectivity due to a lack of transparency in rejection or acceptance decisions. This study aimed to improve efficiency, objectivity, and transparency of the selection process with a Decision Support System. The study conducted a Decision-Oriented Diagnosis and Feasibility Study to understand the decision-making process. The design of a Decision Support System employed Unified Modeling Language. A prototype created using Low-code/No-code development tools following the Rapid Application Development methodology, while model development adhered to the Cross-Industry Standard Process for Data Mining. The best classification model is a Soft Voting Ensemble of Naïve Bayes, K-Nearest Neighbors, and Support Vector Machine (SVM) with Synthetic Minority Oversampling Technique (SMOTE). The model achieved an Accuracy of 75.63%, a Macro Precision of 72.80%, Minority Class Precision of 65.96%, Macro Recall of 71.16%, Minority Class Recall of 57.41%, F1-score of 71.79%, and AUC ROC of 69.57% in Holdout Testing. Local Interpretable Model-Agnostic Explanation explained the classification results. The main factor affecting classification for the Accepted class is the Fee Level. The implementation resulted in integrated data and automated business processes. Thereby supporting the acceleration of an efficient, objective, and transparent selection process. An implementation strategy was formulated, including parallel conversion, computer-based training, and system support and maintenance.
Enhancing Knowledge Accessibility and Preservation Mohammad Anthony Gufron; Kun R. Wardhana; Dana I. Sensuse; Jonathan S. Lusa; Nadya Safitri
Eduvest - Journal of Universal Studies Vol. 6 No. 7 (2026): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v6i7.53358

Abstract

In the era of digital transformation, effective knowledge management has become essential for organizations to maintain operational continuity, improve productivity, and preserve critical institutional knowledge. The IT Department of Bank ABC faces challenges related to fragmented knowledge storage, limited accessibility to technical information, and potential knowledge loss due to employee turnover. These conditions affect the efficiency of knowledge-sharing processes and employees’ ability to retrieve relevant information when needed. This research aims to design a knowledge repository system that enhances knowledge accessibility and supports the preservation of organizational knowledge within the IT Department of Bank ABC. This study employed a qualitative approach through stakeholder interviews and literature reviews to identify knowledge management challenges, define knowledge requirements, and develop a repository design framework. The analysis was conducted using the SECI knowledge management model, knowledge taxonomy, and User-Centered Design (UCD) approach, supported by Unified Modeling Language (UML) modeling. The results indicate that the proposed repository design can organize operational and technical knowledge into structured domains while providing essential features, including document management, knowledge categorization, search functionality, role-based access control, approval workflows, and audit trails. The proposed system design contributes to improving knowledge accessibility, reducing knowledge silos, and strengthening organizational memory. In conclusion, the knowledge repository provides a strategic framework for Bank ABC’s IT Department to manage, preserve, and utilize knowledge effectively. Future implementation and usability evaluations are recommended to measure its practical impact.
Identifying Key Components of Knowledge Management Strategy in Government: A Systematic Literature Review Sabrina Editha Putri; Irni Irmayani; Dana Indra Sensuse; Sofian Lusa; Nadya Safitri
Journal of Business, Social and Technology Vol. 7 No. 1 (2026): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jbt.v7i1.579

Abstract

Background: Amid digital transformation and the demand for adaptive public governance, Knowledge Management (KM) has become a strategic asset for government agencies. Previous studies have examined individual KM success factors—such as leadership, organizational culture, or technology readiness—yet most remain fragmented, case-specific, and lack an integrated strategic framework tailored to public sector governance. Objective: This study aims to identify key components and effective strategies for implementing KM in government organizations through a Systematic Literature Review (SLR) using the PRISMA 2020 framework. Methods: A total of 600 articles were screened from five leading scientific databases, resulting in 20 eligible studies for in-depth analysis. The review addresses two questions: (1) What are the key components of KM in government. (2) What strategies effectively support KM implementation in the public sector. Results: KM success in government rests on two interrelated domains: KM Foundation (leadership, organizational culture, structure, readiness, and technological infrastructure) and KM Solution (knowledge capture, sharing, discovery processes, regulatory mechanisms, and user-friendly systems). Nine strategic implementation areas were identified, including transformational leadership, human capital development, technology integration, performance alignment, and regulatory strengthening. Unlike prior studies that examined KM components separately, this research integrates fragmented findings into a structured and strategic framework combining foundational and operational dimensions. The study contributes theoretically by conceptualizing KM as a strategic governance capability and practically by offering policy-relevant guidance for strengthening adaptive, collaborative, and knowledge-driven public sector reform. Conclusion: An integrated and strategically aligned KM approach is essential for sustainable and effective public governance.
Co-Authors Aji Baskoro Damayanti Elisabeth Dana I. Sensuse Dana Indra Sensuse Irni Irmayani Jonathan S. Lusa Khalid Jasir Kun R. Wardhana Mohammad Anthony Gufron Monica Ratna Andani Nurul Aulia Larasati Rizki Kurniawan Sabrina Editha Putri Sofian Lusa