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All Journal VISI SAKTI: Jurnal Industri Kreatif dan Inovatif
Evlin Anariska Sebayang
Universitas Efarina
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PENINGKATAN KINERJA PELAYANAN PUBLIK KELURAHAN MELALUI PENERAPAN BALANCED SCORECARD TERINTEGRASI Uning Heri Gagarin; Hendri Mayanta; Evlin Anariska Sebayang
Jurnal Industri Kreatif dan Inovatif Vol. 3 No. 2 (2025): Pengembangan Komunikasi Visual dan Komunikasi Digital
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/visisakti.v3i2.1032

Abstract

This Community Service activity aims to improve the performance of urban village public services through the implementation of an integrated Balanced Scorecard (BSC) as a performance management system that translates the vision and mission into strategic objectives, key performance indicators (KPIs), service targets, and periodic monitoring and evaluation mechanisms. Problems faced by partners include variations in service times, service standards that are not yet uniform among officers, inconsistent process documentation, and performance reporting that is not yet indicator-based. Interventions are carried out through measuring service baselines, developing strategy maps, formulating KPIs and SLAs, preparing SOPs and file checklists, developing performance dashboards (Excel/Google Sheet), and assisting with monthly performance review meetings. The expected results are reduced waiting times and service completion times, increased SOP compliance, increased citizen satisfaction, and the formation of a culture of continuous improvement in the urban village.
STRATEGI PERSONALISASI KONTEN DIGITAL DALAM MENINGKATKAN CUSTOMER LOYALTY DI E-COMMERCE INDONESIA Uning Heri Gagarin; Hendri Mayanta; Evlin Anariska Sebayang
Jurnal Industri Kreatif dan Inovatif Vol. 3 No. 2 (2025): Pengembangan Komunikasi Visual dan Komunikasi Digital
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/visisakti.v3i2.1047

Abstract

This study examines digital content personalization strategies to enhance customer loyalty in Indonesian e-commerce, an industry experiencing rapid growth yet facing major retention challenges (high churn). The study aims to analyze the level of implementation, the impact of personalization, key factors affecting its effectiveness, the mechanism linking personalization to loyalty, and to develop an actionable framework tailored to the Indonesian context. Using a mixed-methods design with a sequential explanatory approach, the research includes a quantitative phase (survey of 500 respondents) and a qualitative phase (in-depth interviews, case studies, expert interviews, and focus group discussions). The findings indicate that digital content personalization significantly affects customer loyalty with a total effect of β = 0.45. β=0.45, mediated by perceived relevance, customer satisfaction, and trust in brand. The results further highlight the importance of data quality, as well as the moderating roles of privacy concerns and customer involvement. In addition, real-time personalization and omnichannel integration are more effective than batch approaches. The study proposes the Indonesian E-commerce Personalization Framework (IEPF) structured around four pillars (Data Foundation, Technology Enablement, Content Strategy, and Measurement & Optimization) and estimates an average ROI of 382%. The research implies that effective personalization depends not only on technology, but also on understanding consumers’ behaviors and privacy concerns.
Co-Authors Hendri Mayanta Uning Heri Gagarin