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International Journal of Cyber and IT Service Management (IJCITSM)
Published by Pandawan Sejahtera Indonesia
ISSN : 27971325     EISSN : 2808554X     DOI : https://doi.org/10.34306/ijcitsm
Core Subject : Science,
Computer Science & IT Decision Sciences, Operations Research & Management
International Journal of Cyber and Service Management (IJCITSM) is an international peer-reviewed journal that publishes high quality and refereed papers which reports original research and innovative applications in all areas of Computer Science, Informatics, Electronics Engineering, Communication Network and Information Technologies. Papers for publication in the journal are selected through rigorous peer review, to ensure originality, timeliness, relevance, and readability. The journal also seeks clearly written survey and review articles from experts in the field, to promote insightful understanding of the state-of-the-art and technology trends.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Sistem Informasi Menejemen
Articles 115 Documents
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Impact of Motivation on Compensation and Discipline at Musi Rawas Public Works Suwarno Suwarno; Irma Idayati; Hardi Mulyono; Dewi Paramita; Efa Ayu Nabila
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.172

Abstract

This study examines the effects of work discipline and compensation on employee performance, with work motivation as a moderating factor. Addressing critical challenges in public sector HR management, this research aims to understand how these variables interact to influence performance. A quantitative approach was adopted, with data collected from 62 respondents using observation, questionnaires, interviews, and documentation. The analysis methods included simple linear regression, correlation coefficients, t-tests, determination tests, and Moderated Regression Analysis (MRA). The findings reveal significant positive relationships between compensation and employee performance (tcalculate = 3.636 ≥ ttable = 1.670) and between work discipline and employee performance (tcalculate = 4.722 ≥ ttable = 1.670, R = 0.521). Furthermore, work motivation strengthens these relationships, amplifying their overall impact on performance. These results highlight the importance of timely compensation, robust disciplinary practices, and effective motivational strategies. Practical recommendations are provided for HR improvements within the Musi Rawas Public Works Department, and future research is encouraged to explore additional factors such as leadership and organizational culture.
The Role of Artificial Intelligence in Human Capital Management: A Review at PT. Pos Indonesia Sora Baltasar; Tonggo Marbun
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.175

Abstract

PT. Pos Indonesia is committed to overcoming digital era challenges by implementing strategic transformations, particularly through the adoption of Artificial Intelligence (AI). AI plays a key role in enhancing operational efficiency, service quality, and revenue growth. It optimizes logistics, accelerates courier services, and personalizes customer interactions, contributing to an 18.64% increase in business revenue in 2023, reaching Rp 5,479,12 billion. This growth is driven by AI based automation in supply chain management and customer data analysis. The goal of this research is to explore how PT. Pos Indonesia can address AI implementation gaps and optimize its use to gain sustainable competitive advantages in operations and Human Capital Management (HCM). It also aims to provide strategies for developing human resource management and enhancing efficiency through AI. In HCM, AI improves recruitment, training, and employee development, supporting skill analysis, personalized training, and performance evaluation. This transformation aligns with AKHLAK values, fostering collaboration and adaptability while supporting remote work models for O-Rangers and postal agents via realtime monitoring. AI also helps PT. Pos Indonesia adapt to the evolving e-commerce industry by optimizing delivery routes, predicting demand, and empowering digital platforms like Pospay. Automation improves cost efficiency and customer service, strengthening PT. Pos Indonesia position in the digital logistics and courier services market. Through AI integration in HCM and operations, PT. Pos Indonesia enhances profitability and establishes sustainable competitive advantages, positioning itself as a model for technology driven business innovation in Indonesia logistics and financial sectors.
Facing Global Dynamics with Effective Strategy: A Tasted Organizational Change Management Approach Ronal Aprianto; Chandra Lukita; Asep Sutarman; Richard Andre Sunarjo; Rifqa Nabila Muti; Ellen Dolan
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.177

Abstract

In an era of rapid globalization and digital transformation, organizations must adopt adaptive strategies to navigate complex market shifts. This study explores a tested Organizational Change Management (OCM) approach to enhance business resilience and sustainability. Using a quantitative research methodology, we conducted a structured survey involving 200 business executives across various industries to analyze the effectiveness of strategic OCM models. The results indicate that organizations implementing structured OCM frameworks experience a 35% increase in operational efficiency, a 28% improvement in employee adaptability, and a 40% reduction in resistance to change. Our study introduces a novel hybrid model, integrating Kotters Change Model with Agile methodologies, ensuring a balance between structured change and adaptive flexlibility. The findings contribute to existing literature by demonstrating how real time data driven decision making enhances the success rate of organizational transformations. This research provides valuable insights for business leaders and policymakers in aligning corporate strategies with global market dynamics, fostering innovation, and maintaining competitive advantages.
Unveiling the Role of SmartPLS and Technology in Analyzing HR Dynamics for Organizational Effectiveness Lista Meria; Andriyansah Andriyansah; Felix Sutisna; Alexander William; Lukita Pasha
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.179

Abstract

The increasing complexity of organizational environments necessitates a deeper understanding of how management scope and Human Resource (HR) strategies interact to enhance organizational effectiveness. This study examines the integration of management functions and HR practices to address critical gaps in optimizing performance, particularly in dynamic and resource constrained settings. Using the SmartPLS methodology, empirical data was analyzed to evaluate the influence of management scope dimensions and HR strategies on organizational performance. The findings reveal that aligning HR strategies with well defined management functions significantly enhances adaptability, operational efficiency, and employee engagement. Specifically, strategic planning enables organizations to respond effectively to market disruptions, while efficient resource allocation fosters collaboration and productivity. However, challenges such as misaligned priorities, resistance to change, and resource limitations pose significant barriers to successful integration. Addressing these issues through adaptive leadership and innovative management approaches strengthens resilience and promotes sustainable growth. The study underscores the critical role of management HR alignment in leveraging human capital as a competitive advantage. By bridging theoretical frameworks with practical applications, this research provides valuable insights for managers seeking to navigate complex organizational dynamics. The findings highlight the importance of integrating management and HR strategies to foster long term organizational resilience and performance in rapidly evolving business landscapes.
Technology Implementation on Objectives and Key Results in PT. Pos Indonesia 2020-2024 Period Tonggo Marbun; Sora Baltasar; Eeng Ahman
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.182

Abstract

This study aims to evaluate the implementation of technology in supporting the Objectives and Key Results (OKR) system at PT. Pos Indonesia during the 2020–2024 period, as part of the transformation into a more agile company. In its efforts to undergo business transformation, PT. Pos Indonesia utilizes technology to support various strategic objectives, such as market share growth, digital transformation, operational efficiency, and the development of customer based services. The technologies implemented include digital applications such as PosAja and PosPay, ERP systems, big data analytics, cloud based data digitization, and work process automation. As an agile company, PT. Pos Indonesia focuses on flexibility, cross-team collaboration, and data driven decision making to quickly respond to market changes. Research results show that the implementation of technology successfully increased transparency, collaboration, and accountability in the execution of OKRs. This technology also supports operational efficiency, service modernization, and the optimization of digital-based human resource management. However, challenges such as limited technological infrastructure, adaptation to a technology based work culture, and the need for employee training remain obstacles that need to be addressed. With a comprehensive agile approach, PT. Pos Indonesia has shown initial success in integrating technology to support OKR, while also strengthening its capabilities in responding to challenges and opportunities in the digital era. Continuous efforts are needed to refine the implementation and drive more adaptive innovation in the future
Innovation Practices and External Support for MSME Performance and Survival in Indonesia Pauline Henriette Pattyranie Tan; Martinus Tukiran; Dewi Wuisan
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 2 (2025): October
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i2.184

Abstract

Amidst the rapid development of the digital economy, innovation practices are critical for enhancing performance and ensuring the sustainability of Micro, Small, and Medium Enterprises (MSMEs) in Indonesia. As the backbone of the national economy, contributing significantly to GDP and employment, MSMEs are vital for macroeconomic resilience and inclusive growth. However, they consistently encounter systemic challenges in maintaining business performance and long-term survival, particularly within highly competitive and volatile markets, exacerbated by the aftermath of the COVID-19 pandemic. This study aimed to analyze the impact of innovation practices on MSME business performance and survival in Indonesia, with external support serving as a moderating factor. Using a purposive sampling technique, data was collected from 281 MSME actors in Jabodetabek who had embraced innovation. SEM-PLS analysis revealed that innovation practices positively and significantly affect both business performance and survival. Interestingly, external support did not moderate the influence of innovation practices on business performance but did moderate its effect on business continuity.
Advancing Higher Education: Longitudinal Study on AI Integration and Its Impact on Learning Marviola Hardini; Hetilaniar Hetilaniar; Semaria Eva Elita Girsang; Souza Nurafrianto Windiartono Putra; Ihsan Nuril Hikam
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.185

Abstract

The integration of Artificial Intelligence (AI) into higher education is reshaping the learning landscape. This longitudinal study explores AI impact on learning outcomes, student engagement, and the overall educational experience, focusing on five key variables: AI-enabled Personalized Learning (AIPL), Student Engagement Metrics, Cognitive Skill Development (CSD), Digital Literacy Advancement (DLA), and Educational Resource Optimization (ERO). Using Structural Equation Modeling (SEM) with SmartPLS, the study analyzes these variables to assess AI effectiveness as a pedagogical tool. By evaluating how AI influences student engagement and academic performance, this research highlights the potential of AI to enhance cognitive skills and digital literacy, optimize educational resources, and improve learning efficiency. The study spans multiple academic terms to track the evolving impact of AI, ensuring its long-term sustainability in modern education. The findings aim to inform future strategies for AI integration in higher education, contributing to the broader discourse on AI transformative role in education and providing actionable insights for educators and policymakers. By focusing on the core principles of AI-driven innovation and learning optimization, this research seeks to offer evidence-based recommendations to improve the quality and accessibility of education.
Emotional Well-Being and Psychological Support in Infertility A Multi-Modal AI Approach Ninda Lutfiani; Dhea Ayunanda Astrieta; Viedya Wildan; Hasta Sulistyaningrum; Muhammad Rehan Anwar; Eka Dian Astuti
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.188

Abstract

Infertility affects millions of couples worldwide, often leading to significant emotional distress. Despite advancements in medical treatments such as IVF, the psychological challenges associated with infertility remain under-addressed. This study introduces a multi-modal AI system that integrates natural language processing (NLP), sentiment analysis, and voice interaction to provide personalized psychological support for individuals and couples experiencing infertility. A Randomized Controlled Trial (RCT) was conducted with 200 participants, comparing the AI intervention group to a control group receiving standard care. The AI system demonstrated significant reductions in anxiety and depression levels (GAD-7 and PHQ-9), as well as improvements in emotional well-being (PANAS). The intervention group reported higher user satisfaction (85%) and engagement, with participants using the system an average of four times per week. The AI system ability to offer empathetic, real time emotional support was highly rated by users. However, challenges such as cultural sensitivity and voice interaction accuracy were noted. This study highlights the potential of AI in mental health, particularly in addressing the often overlooked psychological needs of individuals facing infertility. The findings suggest that AI-driven solutions can bridge gaps in psychological care by providing scalable, cost-effective, and accessible support. Further research is needed to refine the system capabilities and explore its long-term impact on emotional well-being.
Predicting Consumer Purchase Intention in Personal Shopper Services Using Big Data Analytics and SEM Suryari Purnama; Cicilia Sriliasta Bangun; Erlina Puspitaloka Mahadewi
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.192

Abstract

The rapid growth of informal personal shopper (Jastip) services in Indonesia, driven by social media, reflects a growing market demand for convenient access to diverse products, though the lack of formal guarantees in transactions highlights the critical role of consumer trust. This study aims to explore the antecedents of consumer trust price, perceived risk, and reputation and their influence on online purchase intention within the Jastip context. Employing a quantitative research approach with a causal design, data was collected from 130 Jastip consumers in Jakarta, Indonesia, via an online questionnaire, and analyzed using Structural Equation Modeling (SEM) with Lisrel software. The results indicate that price and reputation significantly and positively influence consumer trust, which in turn directly impacts online purchase intention. Crucially, consumer trust fully mediates the relationship between price and online purchase intention, as well as between reputation and online purchase intention. However, perceived risk was found to have no significant influence on consumer trust, nor did it mediate the relationship between perceived risk and online purchase intention. These findings highlight the importance of price perception and reputation in cultivating consumer trust, which is essential for driving online purchase intention in Jastip services, while suggesting that factors like hedonic motivations or social trust may override traditional risk assessments in informal online service contexts.
Digital Governance Model for Zakat Based on MUI Fatwas in Indonesia Erni Juliana Al Hasanah Nasution
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 2 (2025): October
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i2.195

Abstract

The rapid advancement of zakat digitalization in Indonesia has not received adequate support from comprehensive normative guidance. Against this backdrop, this research maps the disparities between the Council of Indonesia Ulama (MUI) fatwas and digitalization of zakat administration, while designing a governance model to bridge existing gaps. The study positions MUI as the central focus due to its status as the apex fatwa authority that confers Sharia legitimacy upon Islamic financial practices, including zakat operations. Methodologically, this research employs a qualitative multi-method design comprising systematic content analysis of 30 MUI zakat fatwas issued between 1982-2024, cross-jurisdictional comparative review of digital zakat governance frameworks, and thematic synthesis of primary materials (fatwas) and secondary sources (peer-reviewed articles and relevant regulations). The core findings demonstrate that only 6.7 percent of these fatwas directly and substantively address digitalization, indicating a material regulatory lacuna. The consequences encompass ambiguity regarding Sharia compliance, disincentives toward innovation, and fragmented standards in digital technology deployment and data governance within zakat institutions. In response, this paper proposes a Fatwa-Based Digital Zakat Governance Framework organized around three fundamental pillars: (1) Sharia-aligned digital innovation, (2) technology-enabled operational efficiency, and (3) digital accountability mechanisms. The framework incorporates a phased implementation roadmap and provides actionable guidance for practitioners and regulators. Overall, this model supports the sustainable digital transformation of Indonesia's zakat institutions while preserving Sharia compliance requirements.

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