FORESTRY COMPANY SATISFACTION TOWARDS ONLINE INFORMATION SYSTEM IMPLEMENTATION OF FOREST PRODUCT MANAGEMENT (SI-PUHH)

Mangatas Simanjuntak,Teddy Rusolono,Arief Daryanto

doi:10.17358/ijbe.2.1.12

Abstract

This research was conducted with the aim 1) to analyze gaps that occurs between perception and expectations of the company implementation of SI-PUHH Online, 2) to analyze the level of satisfaction of the company implementation of SI-PUHH Online 3) Formulate a strategy to improve the quality of service implementation PUHH Information System Online. Analysis of the data used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results showed that there are five attributes that considered important in determining customer satisfaction. These five attributes are: 1) System Online has a server that is up to date with internet bandwidth that is large so it is not easy down and can be accessed quickly; 2) response rapid administrator/operator; 3) accurate data in accordance with entrian company; 4) There is a backup server; and 5) Officer SI-Online PUHH always willing to help. The fifth attribute is an attribute that has a high level of importance, but in its implementation or performance is still unsatisfactory. Customer Satisfaction Index (CSI) on the implementation of this SIPUHH Online amounted to 72,07%, meaning that customers satisfied on the performance of services carried out by the Ministry of Environment and Forestry, but must maintain and improve the performance SERVQUAL PUHH Information System Online is to be able to satisfy the users company PUHH Information System Online. Keywords: SI-PUHH Online, SERVQUAL, IPA, CSI

Highlights

Forests in Indonesia are parts of the largest tropical forests in the world which should be properly managed due to their important role in improving the lives of the nation
Expectation and Satisfaction-level Assesment of Online SI-PUHH Service dressed and wear badges while on duty, and the largest score goes to X8 attribute that is the Administrators of online SI-PUHH master any problems complained by the company i.e. certainty in handling time based on the agreement established
The highest performance score goes to X19 attribute of SERVQUAL i.e. the Ministry of Environment and Forestry gives the user id to the company to access online SI-PUHH with the average score of the performance level of 4,13 or "satisfied". These results indicate that administration of 'user id' to companies of IUPHHKHA by Ministry of Environment and Forests has met the expectations of the company and helps the company to control access to secure data

Summary

Introduction

Forests in Indonesia are parts of the largest tropical forests in the world which should be properly managed due to their important role in improving the lives of the nation. Its utilization process requires permit procedure, including Business Permit Timber Forest Product Utilization of Natural Forests (IUPHHKHA) in production forest. Forest-usage covers wide range of activities starting from forest planning, harvesting, forest skidding, measuring, wood testing, and transportation. The pressures coming from local and international environmentalists against the practices of forest management in Indonesia, including forest degradation and deforestation through illegal logging practices result in lower global competitiveness of wood raw material- based industries in Indonesia. Consequenlty, the government continues to make effort in improving forest-usage to be conducted by following the principles of Sustainable Forest Management (SFM), supported by online Information Systems Management of Forest (SIPUHH)

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