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All Journal JURNAL PUSTAKA KOMUNIKASI International Journal of Humanities Education and Social Sciences
Fajarina Fajarina
Universitas Esa Unggul, Jakarta
Humanities Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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Optimasi Kepuasan Pelanggan Melalui Teknologi Informasi dan Komunikasi Omnichannel Beko Appliances Indonesia Angga Aulia Jaya; Fajarina Fajarina
Jurnal Pustaka Komunikasi Vol 9, No 1 (2026): Accredited by Kemendikbud Dikti SK No. 79/E/KPT/2023
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/pustakom.v9i1.5985

Abstract

This study aims to examine how the implementation of an omnichannel-based information and communication technology system optimizes customer satisfaction at PT Beko Appliances Indonesia and to identify the challenges that emerge during its implementation. The novelty of this research lies in the integration of Media Richness Theory and CRM concepts in analyzing omnichannel service systems, making it one of the first in-depth case studies to explore omnichannel implementation within the home-appliance industry. Using a post-positivist paradigm and an interpretive qualitative case-study design, data were collected through in-depth interviews with key informants, observations of the company’s omnichannel system, and supporting literature review. The findings indicate that the omnichannel system significantly enhances customer experience, as reflected in the increase in Net Promoter Score (NPS), improved operational efficiency and effectiveness based on rising KPI values, strengthened customer loyalty shown by the Consumer Retention Rate (CRR), and higher product sales. Nevertheless, several challenges persist, including high dependence on internet connectivity, limited system scalability during high-volume interactions, user adaptation barriers, the need for continuous system maintenance, and data security risks. These findings imply that the success of an omnichannel system relies heavily on robust technological infrastructure, comprehensive staff training, and consistent organizational readiness.
MNCTV Reporters Professionalism in Covering and Writing News on the 2024 Regional Head Elections (Pilkada) in Indonesia Arifin Saleh Harahap; Andry Susanto; Erna Febriani; Dzakwan Amar Zuhdi; Ballian Siregar; Fajarina Fajarina; Euis Nurul Bahriah
International Journal Of Humanities Education and Social Sciences (IJHESS) Vol 5 No 6 (2026): IJHESS JUNE 2026
Publisher : CV. AFDIFAL MAJU BERKAH

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55227/ijhess.v5i6.2375

Abstract

This study aims to test the professionalism of MNCTV reporters in covering and writing news, focusing on knowledge, skills, and work ethics. The theory used in this study is the establishment of a media agenda to further criticize the editorial policy on reporting assignments to reporters. The research method used is a qualitative case study. The results of the study show that MNCTV reporters are quite professional in covering and writing news, although there are some things that deserve to be criticized. The news presented still contains many ceremonial activities related to regional elections, such as visits to the community and the dissemination of campaign promises. News that criticizes the weaknesses of regional candidates is still less prominent. In fact, news like this is very important for viewers to know so that it can be a reference material in choosing the best regional head candidate. Every contestant in a campaign always tends to spread promises. Ideally, MNCTV reporters criticize such promises as balanced social control when covering and writing news
Co-Authors Andry Susanto Angga Aulia Jaya Arifin Saleh Harahap Ballian Siregar Dzakwan Amar Zuhdi Erna Febriani Euis Nurul Bahriah