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p-Index From 2021 - 2026
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All Journal Journal of Social Research Eduvest - Journal of Universal Studies
Achmad Ghazali
Institut Teknologi Bandung, Indonesia
Aerospace Engineering Humanities Computer Science & IT Economics, Econometrics & Finance Education Health Professions Neuroscience Social Sciences

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Improving Bank Digital Services Using Design Thinking Method William Michael Mathew Chellizto Simanjuntak; Achmad Ghazali
Eduvest - Journal of Universal Studies Vol. 5 No. 2 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i2.50867

Abstract

The COVID-19 pandemic accelerated the shift to digital banking, exposing critical gaps in the infrastructure of Bank IRIS, a pseudonym for a prominent international bank operating in Jakarta. During the migration process, Bank IRIS customers' complaints were also piling up; these usually include but are not limited to issues on poor connectivity, repeated errors, and poor responses from the customer service representatives. Design thinking was applied in researching these problems through a structured process divided into five phases, namely: empathize, define, ideate, prototype, and test. In the Empathy phase, consumer interviews and feedback analysis showed that there were significant problems: frequent connectivity errors and poor service recovery. The core problems highlighted in the Define phase were issues of inadequate connectivity, frequent errors, and poor responses from customer service. Proposed solutions during Ideate included the use of CDN, AI-powered chatbots for real-time support, adoption of network indicator to decrease transaction risks, thorough staff training programs, and iterative feedback loop. During the Prototype phase, this research deployed a narrative prototype, presenting scenarios to research subjects that identified problems and provided solutions. Customers were actively contributing to the improvement of these proposals by providing their views in order to co-create feasible remedies. Finally, in the Testing phase, proposed solutions effectively addressed consumer pain points, enhanced customer satisfaction, and received positive feedback from stakeholders. This study gives actionable strategies to improve digital banking services and provides insights that can benefit other banks facing similar challenges in digital transformation.
Evaluating Knowledge Co-Creation Within One Dentsu: Collaboration and Governance in Dentsu Indonesia Cindy Vera Gita Kencana; Achmad Ghazali
Eduvest - Journal of Universal Studies Vol. 5 No. 9 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i9.51342

Abstract

This research is based on the problem that although One Dentsu has been strategically adopted, in Indonesia this initiative has not been fully internalized in the daily working process. One of the main challenges is the absence of a systematic Knowledge Co-Creation (KCC) mechanism and a formal organizational governance structure that supports cross-functional collaboration. This research uses a qualitative approach with a single case study method. Data were collected through in-depth interviews with five respondents who are key stakeholders of strategic service units in Dentsu Indonesia, specifically those with a strategic role in One Dentsu. This research uses Knowledge Co-Creation (KCC) theory as the main framework, which includes four main phases: knowledge donating, knowledge collecting, knowledge replication, and network citizenship. Aside from that, Knowledge Governance theory is also used to evaluate how far the organizational structure supports or hinders the KCC process, as well as to identify governance strategies currently in place. The results of the research show that the KCC process in Dentsu Indonesia takes place informally and in an unstandardized manner. Every individual has a different understanding of the meaning of One Dentsu, and there is no formal training or guidance that explains how to implement it comprehensively and in detail. In practice, the implementation of cross-functional collaboration occurs spontaneously and often depends on personal initiatives rather than organizational systems. 
Employee Perceptions of Sustainability Programs: Motivation or Green Fatigue Rury Nur Utomo; Achmad Ghazali
Journal of Social Research Vol. 5 No. 8 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i8.3298

Abstract

The increasing adoption of Environmental, Social, and Governance (ESG) practices has encouraged organizations to implement sustainability programs as part of their strategic and operational activities. Although sustainability initiatives are expected to enhance employee engagement and organizational commitment, excessive sustainability demands may potentially create psychological pressure and green fatigue among employees. This study aimed to examine whether employees perceive workplace sustainability programs primarily as a source of motivation or as a contributor to green fatigue. A quantitative approach with a cross-sectional survey design was employed. Data were collected from 202 employees working in organizations implementing sustainability or ESG-related initiatives in Indonesia. The collected data were analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM) with SmartPLS to evaluate the relationships between Sustainability Program Perception, Employee Motivation, and Green Fatigue. The results showed that sustainability program perception had a significant positive effect on employee motivation (? = 0.699, p < 0.001), indicating that sustainability initiatives can strengthen employee engagement, organizational pride, and meaningful work experiences. However, sustainability program perception did not significantly influence green fatigue (? = -0.018, p = 0.889), and employee motivation also showed no significant effect on green fatigue (? = -0.156, p = 0.199). These findings indicate that sustainability programs function more as motivational drivers rather than sources of employee exhaustion. The study concludes that organizations should integrate sustainability initiatives with effective communication, employee participation, and recognition systems to maximize motivational benefits while maintaining employee well-being.
Co-Authors Cindy Vera Gita Kencana Rury Nur Utomo William Michael Mathew Chellizto Simanjuntak