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All Journal Operations Research: International Conference Series Jurnal Komputer Bisnis Jurnal Teknologi Informasi
Sugiana, Neng Susi Susilawati
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Mathematics

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The Leadership Crisis In The Medium-Sized Business Sector Is Facing A Endemic To Adapt Information Technology ; Case Study SME Entrepreneur Kelurahan Padasuka Bandung Regency Sugiana, Neng Susi Susilawati; Maisa, Asmara Azizah; Dirgantari, Puspo Dewi
Operations Research: International Conference Series Vol. 4 No. 1 (2023): Operations Research International Conference Series (ORICS), March 2023
Publisher : Indonesian Operations Research Association (IORA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47194/orics.v4i1.213

Abstract

Developing a business is a manifestation of growth activities that will be the key to success in going through the continuity of a business. It becomes the basic basis for making decisions that are important for company policy in good situations or in unpredictable situations such as the covid 19 pandemic. A leader in a medium-sized business of course pays attention to all aspects of support that make the decision device taken by paying attention to reactions occurring both internally and in the market. You will see the character of a leader who is ready to face a crisis, especially in adapting information technology as part of the relocation of businesses to digital caused by the difficulty of penetrating the market directly. Researching how many medium-sized business owners in Bandung are adapting the use of information technology as a means of business in 2020-2022. As a result of the leadership crisis, it is feared that it can have an impact on the running of the business by analyzing qualitatively that the behavior of an agile leader will have an impact on the use of information technology in their business. For that it can be seen how much a leader is able to adapt or in other words he is able to accept changes quickly and apply them in his business. For this reason, this research is expected to be a reference tool in terms of leadership characteristics in dealing with crises due to the pandemic or post-Covid-19 pandemic.
GOJEK APP: USER COMFORT AND ACCESSIBILITY Martini, Tini; Azzahra, Hifia Alya; Qolbi, Aprilia Eka Nur; Surahman, Dongki; Sugiana, Neng Susi Susilawati
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.
The Role of Electronic Service Quality in Establishing Customer Satisfaction and Trust in E-Commerce Platforms WK, WAHYU NURJAYA; Nuralisa, Mike; Ramadhona, Marini; Firdaus, Adam; Sugiana, Neng Susi Susilawati
Jurnal Teknologi Informasi Vol 5 No 1 (2025): Jurnal Teknologi Informasi
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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Abstract

The rapid evolution of e-commerce platforms has elevated the significance of electronic service quality (e-service quality) in shaping customer satisfaction and trust. This study aims to examine how e-service quality dimensions—such as reliability, responsiveness, assurance, and website usability—affect customer satisfaction and trust across different cultural backgrounds. A cross-cultural quantitative research design was employed to gather insights from 100 respondents representing diverse nationalities who actively engage in online shopping. Data were collected through structured questionnaires and analyzed using SPSS software to determine the relationships among variables. The findings reveal that e-service quality has a significant and positive impact on both customer satisfaction and trust. Among the service dimensions, website usability and responsiveness emerged as the most influential factors across cultures. Furthermore, the results highlight variations in customer perceptions based on cultural context, suggesting that e-commerce platforms must tailor their service strategies to accommodate cultural preferences. From a practical standpoint, these insights provide actionable implications for e-commerce businesses seeking to enhance their competitive edge in a global market. By understanding the cultural nuances that shape customer expectations, online platforms can develop more personalized and effective service strategies to boost customer loyalty. The uniqueness of this study lies in its cross-cultural approach, combining service quality analysis with cultural sensitivity to deliver more inclusive e-commerce insights. This perspective addresses a critical gap in prior research, which often overlooks cultural influences in service quality assessment.
Co-Authors Azzahra, Hifia Alya Firdaus, Adam Maisa, Asmara Azizah Nuralisa, Mike Puspo Dewi Dirgantari Qolbi, Aprilia Eka Nur Ramadhona, Marini Surahman, Dongki Tini Martini, Tini WAHYU NURJAYA WK