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All Journal JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika)
Hermawan, Fairuz Fernanda
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Computer Science & IT Decision Sciences, Operations Research & Management Education

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Netflix's Digital Transformation Strategy: A Systematic Review of Challenges and Risk Mitigation Approaches Nelsa, Putri; Paradita, Anggraeni Xena; Hermawan, Fairuz Fernanda; Ghifari, Muhamad Yazid; Lubis, Muharman
JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Vol 10, No 2 (2025)
Publisher : STKIP PGRI Tulungagung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29100/jipi.v10i2.5927

Abstract

Digital transformation requires organizations to quickly adapt and keep up with technological changes and developments to remain competitive. Implementing transformation helps improve performance, efficiency, revenue, and organizational culture. However, the process is complex, difficult, and high-risk. Failure in digital transformation can be highly detrimental due to the significant investments required in terms of material and human resources. Not only do some organizations fail, but many are also able to overcome these challenges and succeed in transforming in the desired direction. One large and successful company in digital transformation is Netflix. This large streaming-based company is interesting to analyze for its achieved success. This study's purpose is to identify and analyze the strategies used by Netflix in overcoming challenges and risks during the digital transformation process. This study employs the Systematic Literature Review (SLR) method. Information was gathered from journals and articles spanning the last 4-5 years. This search used tools such as Google Scholar, Semantic Scholar, and an application called Publish Perish8, with keywords like "Transformasi digital," "Strategy digital," and "Netflix" in Indonesian, and "digital transformation," "digital strategy," and "Netflix" in English.
Integrasi Sistem Reward dan Penilaian Kinerja Berbasis KPI dalam Mendukung Knowledge Management pada Layanan Pelanggan Digital Edwinsyah, Muhammad; Hermawan, Fairuz Fernanda; Dinayatullah, Ledi; Lubis, Muharman
Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) Vol 10, No 2 (2025): Edisi Agustus
Publisher : STIKOM Tunas Bangsa Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30645/jurasik.v10i2.900

Abstract

In the digital service era, the role of Knowledge Management (KM) becomes increasingly critical in ensuring efficient, responsive, and high-quality customer interactions. However, the effectiveness of KM implementation is not only determined by technological infrastructure, but also by the motivation and active participation of service agents. This study examines the integration of reward systems and Key Performance Indicator (KPI)-based performance appraisal in supporting KM practices within digital customer service environments. Using a Systematic Literature Review (SLR) method and a reflective case study of the live chat service unit of a leading Indonesian e-commerce company (Bukalapak), this research reveals how reward mechanisms and KPI structures influence knowledge sharing behaviors, agent performance, and service quality. The findings indicate that hybrid KPI systems combining quantitative metrics (such as response time and CSAT) and qualitative assessments (such as communication quality) alongside tiered reward schemes, significantly enhance agent engagement and knowledge utilization. Additionally, continuous feedback from the Quality Assurance team strengthens organizational learning and service innovation. This study offers theoretical and practical contributions in designing integrated strategies to reinforce KM through performance measurement and motivation systems in digital service sectors.
Co-Authors Dinayatullah, Ledi Edwinsyah, Muhammad Ghifari, Muhamad Yazid Muharman Lubis Nelsa, Putri Paradita, Anggraeni Xena