Services In Indonesia Research Articles

The effect of perceived quality on purchase intention with mediation of perceived value at RevoU Indonesia

Indonesia education sector is rapidly evolving with the integration of EdTech, driven by increased internet connectivity and digital device access. Despite this growth, the purchase intention rate for paid online learning programs remains low, as many consumers favor free trials over committing to full programs. This study aims to analyze the effect of perceived quality on purchase intention, with perceived value as a mediating factor, for RevoU online educational services in Indonesia. In the Indonesian EdTech market, perceived quality and value are critical considerations influencing consumer intention to invest in paid programs. This study uses a quantitative method by distributing questionnaires to 100 respondents who have participated in the free RevoU mini courses. The data were analyzed using SmartPLS 4. The results indicate that perceived quality has a positive and significant effect on purchase intention, suggesting that the higher the perceived quality of the educational services, the greater the likelihood of consumer intention to purchase. Additionally, perceived value also positively and significantly impacts purchase intention, highlighting the importance of providing great value to customers. The findings underscore that both perceived quality and value play essential roles in influencing purchase intention, suggesting that RevoU should emphasize consistent quality and communicate the value of its programs effectively to encourage customer intention and also compete in the Indonesian EdTech market.

Predicting patron satisfaction on library service using machine learning approaches: A case study in Indonesia

ABSTRACT The advancement of information technology has diminished the traditional role of libraries, necessitating modernization to enhance patron satisfaction. This study focuses on predicting patron satisfaction with library services in Indonesia using machine learning models. By examining key factors such as collection, service, infrastructure, building, and staff, the research aims to identify the most significant contributors to patron satisfaction. Various machine learning algorithms, including KNN, Logistic Regression, CART, Random Forest, LightGBM, CatBoost, and XGBoost, were compared to determine their predictive performance. Data from the National Library of Indonesia’s Reading Habit Survey in 2023, encompassing 10,200 respondents, was utilized. The findings reveal that LightGBM achieved the highest accuracy and lowest RMSE, highlighting its efficacy in predicting library patron satisfaction. Key predictors of satisfaction identified include staff, service, and infrastructure. These insights can guide librarians and policymakers in enhancing library services to meet patron needs better. Future work will explore advanced machine learning techniques and expand the study to other public service domains.

Analyzing the Effects of Platform Reliability, Response Time, Safety Features, and User Experiences, on Customer Loyalty in Industrial Online Transportation Service in Indonesia

This study investigates the effects of platform reliability, response time, safety features, and user experience on customer loyalty within the industrial online transportation services in Indonesia. Utilizing a quantitative approach, data were collected from a sample of users through structured questionnaires. The results revealed significant positive relationships between all examined factors and customer loyalty, with safety features and user experience being the most influential. The findings emphasize the importance of reliable platforms, timely service, robust safety measures, and positive user experiences in enhancing customer retention. These insights provide practical implications for companies in the online transportation sector to develop strategies that foster customer loyalty and maintain a competitive advantage.

The Influence of Financial Literacy, Digital Literacy, and Social Capital on Digital Bank Financial Inclusion through Ease of Use an Intervening Variable

The growth of internet users in Indonesia has experienced a significant increase year by year, reaching 78.19% of the total population in 2022-2023. This indicates a broader penetration of the internet among Indonesian society. The national digital banking transaction value shows an increasing trend, reaching Rp5,098.6 trillion in August 2023, reflecting the growing adoption of digital financial services in Indonesia. This increase is supported by the ease of access offered by banks and online financial management, in line with the preferences of the digital era's growing generation, thus Generation Z quickly and comfortably adopts digital banking services. This brings the potential for greater financial inclusion among the younger generation.This study employed a quantitative approach with a causal purpose, applying the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB), and Theory of Reasoned Action (TRA). The dependent variable (financial inclusion), the intervening variable (ease of use), and the independent variables (financial literacy, digital literacy, and social capital). This study, which includes 200 Bandung City-based Generation Z digital bank customers, uses the Structural Equation Model (SEM) based on Partial Least Square (PLS) as its analytical tool. The study's findings demonstrate that Generation Z's digital bank customers in Bandung City already have very high levels of social capital, financial inclusion, digital literacy, and ease of use. Furthermore, it was shown that the effects of digital literacy, social capital, and financial literacy on financial inclusion might be moderated by simplicity of use. Financial inclusion is also significantly impacted directly by social capital, digital literacy, and financial literacy. It is intended that this research will provide a greater understanding of the variables impacting Generation Z's financial inclusion and how those characteristics may affect policies aimed at boosting the availability and use of financial services in the digital age.

Analysis of Customer Retention Determinant Factors on Generation Z Digital Wallet Services in Indonesia

This study aims to identify the factors influencing customer retention in Generation Z's use of digital wallet services in Indonesia. The research uses PLS-SEM through SmartPLS 4.1.0. A total of 334 respondents from various cities in Indonesia participated in the survey. The analysis employs outer model evaluation and inner model evaluation to examine the relationships between brand image, attention to safety, consumer satisfaction, and customer retention. The findings indicate that brand image does not have a direct effect on customer retention but exerts a significant indirect effect through consumer satisfaction. Consumer satisfaction fully mediates the relationship between brand image and retention, while it partially mediates the relationship between attention to safety and retention. The strength of the mediation effect was confirmed using the bootstrapping method. These results provide valuable insights for digital wallet service providers in developing strategies to retain Generation Z users by enhancing both brand image and security features, ultimately improving consumer satisfaction.

Transformasi Layanan SIM Nasional Presisi (SINAR) melalui Inovasi Aplikasi Digital Korlantas Polri di SATPAS Colombo Surabaya

The implementation of public services in Indonesia is regulated by Law Number 25 of 2009, namely a series of activities to meet service needs in accordance with regulations for every citizen and resident. This service includes goods, services or administrative services provided by public service providers. In addition, through Presidential Instruction Number 3 of 2003 concerning national policies and strategies for developing E-government, communication and information technology is utilized in government processes to increase the efficiency and effectiveness of government administration. One form of e-government-based public service innovation introduced by the National Police Chief is the National Police Traffic Corps Digital application in the form of the SINAR Service with the aim of providing more effective and efficient public services in the driving license (SIM) renewal process which can be accessed online. The aim of this research is to describe the Digital Application Innovation of the National Police Traffic Corps in the SINAR (Precision National Driving License) Service at SATPAS Colombo Surabaya. This research uses a qualitative descriptive approach. The research results show that: 1) Relative Advantage, This innovation was accepted quickly, even though there were internal challenges related to the applicant's signals and devices. 2) Compatibility, acceptance of innovation is fast, but some people still don't know about SINAR services because socialization is not yet comprehensive. 3) Complexity, innovation is accepted quickly, but there are technical problems such as lag or bugs when uploading photos. 4) Triability, positive and rapid acceptance of the innovation due to internal testing by the development team, Satpas staff, as well as a two-week trial with SIM applicants that successfully identified and fixed problems, ensuring the application meets user needs. 5) Observability, innovation is accepted quickly in society, but there are still deficiencies in data collection on applicant queues by security officers that need to be considered.

Fuzzy Multi Attribute Decision Making Determining House DSS

The property industry in Indonesia is experiencing rapid development along with improving economic conditions, causing consumers to face difficulties in choosing a house that suits their preferences. Various factors such as price, location, facilities, and payment methods often make decisions complex. The Fuzzy Multi Attribute Decision Making (FMADM) method is used to determine and evaluate the best options based on the degree of suitability of all criteria, with ranking carried out using the defuzzy method. The results of this study are expected to provide practical solutions for consumers in choosing a house that suits their needs and improve the quality of property developer services in Indonesia. The author's test results show that 72% of users feel helped by this solution method.

Performance Analysis of Higher Education Public Service Agencies: A Case Study of the Indonesian Civil Pilot Academy Banyuwangi

A Public Service Agency, known by the Indonesian nomenclature as Badan Layanan Umum (BLU), is a government institution with the autonomy to manage its finances effectively and efficiently and provide public services. BLU is crucial for delivering essential services in Indonesia, including specialized education in the transportation sector. Despite their significance, BLU institutions like the Indonesian Civil Pilot Academy Banyuwangi face operational inefficiencies, financial constraints, and human resource challenges that hinder organizational performance. This study investigates these challenges, focusing on how financial management, human resource issues, and operational inefficiencies affect educational outcomes. The research employed a qualitative case study approach using semi-structured interviews, document analysis, and field observations. Data were collected from key stakeholders, including students, lecturers, and staff, to assess organizational performance in the educational process, human resource management, and general operations. Findings reveal that while facilities and educator engagement have improved, issues such as lecturer absenteeism, student input quality, and the need for continuous staff training persist. This study contributes to the body of knowledge by demonstrating the critical role of Total Quality Management (TQM) and Cross-Functional Integration (CFI) in improving public service agency performance. The research offers practical recommendations for enhancing lecturer performance, refining student admissions, and developing powerful individuals through sustainable training. This expectation can give Public Service Agency management an outlook for increasing performance organization and support mission, as well as the Agency of Human Resources Development (BPSDM) on Transportation vision.

Understanding the key driver of e-government services continuance usage intention: An integrated model of Expectation Confirmation Model and Technology Acceptance Model

Continuous usage is crucial for ensuring the longevity of technological advancements. The success of e-government is contingent upon its ongoing use, rather than its initial acceptance. Nevertheless, there has been a dearth of scholarly research on the ongoing use of e-government services. The objective of this study was to identify the primary factors that influences the continued use of e-government services in Indonesia. The research model was created by integrating both Expectation Confirmation Model and Technology Acceptance Model, two theories that are frequently employed in the adoption of technology. The data was obtained by administering an online survey to 217 Indonesian citizens who had previously utilized the Online Citizen Aspiration and Complaints Service (LAPOR) e-Government services. The results indicate that perceived ease of use had a substantial impact on citizen satisfaction and perceived usefulness. In contrast to previous research conducted in the context of e-Government, it was found that perceived usefulness did not have a significant correlation with the intention to continue using the system. The most significant predictor of continued intention to use was citizen satisfaction. Surprisingly, satisfaction was more significantly influenced by perceived ease of use than perceived usefulness. The implications of these findings are elaborated upon.

Perceived Benefits And Perceived Behavioral Control Toward Fintech Adoption Intention In Banking Products

This study aims to verify the relationship between perceived benefits and perceived behavioral control on fintech adoption intention on banking products and services in Indonesia. This quantitative study uses the technology acceptance model (TAM) approach and the theory of planned behavior (TPB). The sampling technique uses purposive sampling, with a sample size of 545 respondents. The data source used is primary data. Data were collected by distributing questionnaires built using Google Forms and distributed through social media. The data analysis technique uses a structural equation model based on partial least squares (SEM-PLS) with the help of SmartPLS software. The study's results prove that perceived benefits and perceived behavioral control positively affect fintech adoption intention. This study can theoretically prove that the TAM and TPB theories can be applied together and explain the relationship between research variables. Practically, the TAM and TPB theories can be used together as a policy-making model for implementing fintech innovation in banking.

An Analysis Study on the Effect of the Use of Electronic Medical Records on the Effectiveness and Efficiency of Services at Public Health Centers (Puskesmas) in Indonesia: A Systematic Review

Background: EMR utilize electronic systems to store, manage, and share patient health information more efficiently and accurately. Given the importance of using EMR in improving the quality and efficiency of health services in Indonesia, this study aims to systematically review the existing evidence related to the effectiveness of EMR implementation on the effectiveness and efficiency of services at Puskesmas in Indonesia. This study follows the PRISMA 2020 standard, examining English literature from 2014 to 2024. The study excluded editorials, reviews from the same journal, and submissions without DOI. PubMed, SagePub, SpringerLink, and Google Scholar are used as literary sources. Results: Initially getting 360 articles from online databases (PubMed, SagePub, SpringerLink, and Google Scholar), eight relevant papers were selected after three rounds of screening for full-text analysis. Conclusion: Overall, the use of Electronic Medical Records at primary healthcare in Indonesia provides many advantages in terms of the effectiveness and efficiency of health services, especially in accelerating queue waiting time, registration, service in the police, and drug taking. However, to achieve optimal implementation, efforts to improve technology infrastructure, training for health workers, and good network management are needed to overcome technical obstacles and ensure smooth service flow at the primary healthcare.

Building the Foundation of Indonesia’s Digital Economy: Encourging the Adoption of Bitcoin and Blockchain Technology to Increase Financial Inclusion and Efficiency

This research aims to promote the adoption of bitcoin and blockchain technology to enhance financial inclusion and efficiency in Indonesia. A mixed-method approach was used, involving qualitative interviews with experts and users of blockchain and bitcoin, as well as quantitative surveys distributed to students and the general public. Findings suggest that these technologies can improve efficiency in the financial sector by reducing costs and improving accessibility, especially for people without access to traditional banking services. However, the successful implementation of blockchain and bitcoin requires proper education on their use. Theoretical implications highlight the role of blockchain in advancing digital financial inclusion, while practical implications point to the need for government regulations and strategies for financial institutions. This research offers insights into supporting digital economic transformation and improving the efficiency of financial services in Indonesia.

Strategi Public Relations PT. MNC Sekuritas Dalam Meningkatkan Brand Awareness Melalui Event Investor Gathering

Business in the securities company industry is very competitive, with many competitors offering similar services in Indonesia. This competition encourages securities companies to continue to increase and expand their client base, as well as maintain a good reputation in this industry. So that securities companies can continue to be able to survive amidst this business competition, business people must think hard to provide the best service for investors and partners. work to attract a wide audience. Public Relations is a communication activity carried out with a specific purpose. This is the case with the strategy carried out by PT. MNC Sekuritas with the aim of building Brand Awareness appropriately both in the competition and in the minds of the public. The background to this research was wanting to know the Public Relations strategy of PT. MNC Sekuritas in Increasing Brand Awareness. This research uses a qualitative descriptive method. The results of the research showed that there were achievements from the investor ghatering event. After this activity was held, respondents seen from the company's internal research statistical graphic data, in March there was an increase in potential investors, followers, and views of the motion trade application also increased by 15%. Apart from that, MNC Sekuritas' public relations succeeded in inviting investor ghatering participants to provide education and introduce MNC Sekuritas itself, in increasing Brand Awareness through partnership collaboration, events, communities, brand awareness is very important therefore complete information is very important because it influences the communication process itself .

The Workload and Stress Levels Among Staff Nurses in the Inpatient Ward of a Secondary Health Care Service in Indonesia

The Workload and Stress Levels Among Staff Nurses in the Inpatient Ward of a Secondary Health Care Service in Indonesia

Efektivitas Pelayanan Publik Bagi Pasien Pengguna BPJS di RSUD dr. M. Soewandhie Kota Surabaya

A survey conducted by the Ombudsman of the Republic of Indonesia indicates that public services in Indonesia are still unsatisfactory, particularly in the healthcare sector, which is one of the basic rights of the community. Through the Social Security Administering Body (BPJS) program, the government strives to provide social security to the public, including access to quality healthcare services. However, there are still challenges in the effectiveness of public services, especially in the context of hospitals. A surprise inspection by the Mayor of Surabaya at the Dr. Mohamad Soewandhie Regional General Hospital revealed several deficiencies in service, which were subsequently addressed by the hospital with various improvements, including increased efficiency and the use of technology. Therefore, this study aims to explore the effectiveness of public services for BPJS patients at Dr. Mohamad Soewandhie Regional General Hospital in Surabaya, with the hope of providing deeper insights into the performance of public services in government institutions. This research uses qualitative research techniques with a descriptive strategy. The location of the study is Dr. Soewandhie Regional General Hospital in Surabaya. Based on our observations and interviews with various parties, we determined that the services provided by Dr. Soewandhie Regional General Hospital to BPJS Kesehatan patients have successfully achieved the main goals of the program, namely providing adequate and quality infrastructure, facilities, and healthcare services for patients. However, there are challenges such as the renewal of BPJS accounts that have expired.

User Satisfaction and Challenges in Plavon Dukcapil Online Services

General Background: The effectiveness of public administration services in Indonesia is crucial as the country transitions to digital platforms. Specific Background: This study examines the online services of Plavon Dukcapil in Rangkah Kidul Village, Sidoarjo Subdistrict, highlighting challenges faced by elderly users in navigating these services. Knowledge Gap: While existing research addresses the advantages of e-government, few studies focus on user satisfaction and effectiveness in rural areas, particularly regarding Plavon Dukcapil. Aims: This research aims to assess the effectiveness of Plavon Dukcapil's online services, focusing on community satisfaction related to service quality, speed, and accessibility. Results: Findings indicate that although service productivity aligns with regulations, efficiency is hindered by incomplete documentation and delays. Community satisfaction is compromised as many residents prefer in-person services over online options. Novelty: This study offers new insights into the operational challenges of e-government in rural Indonesia and highlights the need for improved community engagement. Implications: Enhancing communication and technical support for users, especially the elderly, could significantly improve the effectiveness and satisfaction of Plavon Dukcapil services, fostering better public service delivery in the digital era. Highlights: Digital Transformation: The study emphasizes the role of technology in enhancing public service accessibility and efficiency. Community Preferences: Many residents still prefer traditional in-person services over online platforms, indicating a gap in user experience. Need for Engagement: Improved communication and support for vulnerable populations, particularly the elderly, are essential for increasing online service effectiveness. Keywords: Plavon Dukcapil, Online Services, Community Satisfaction, E-Government, Public Administration

Revolutionizing efficiency: The path to sustainable oilfield services in Indonesia's energy landscape – The case of Pertamina drilling services

PurposeThis study explores strategic and technological approaches for sustainable oil production in Indonesia, focusing on policy frameworks, eco-innovation, and supply chain resilience to align with national and global standards. It also analyzes the organizational transition of Pertamina Drilling Service Indonesia (PDSI) to better navigate industry challenges with the outcome of a framework sustainable practices. Design/methodology/approachUtilizing Soft Systems Methodology (SSM) to analyze primary qualitative data, the research examines PDSI's adaptation to depict the current business environment and challenges both domestically and globally, addressing industry demands. It focuses on operational objectives, strategic asset management, regulatory compliance, and market positioning. SSM offers a comprehensive framework for understanding and modeling the organizational changes within PDSI. FindingsThe transition to a functional organizational structure has led to enhanced operational efficiency, clearer role definition, and improved employee retention and development strategies at PDSI. The study also highlights the industry's challenges, including high risks, capital intensity, environmental concerns, and fluctuating oil prices, and how PDSI is strategically responding to these challenges. Research limitations/implicationsThe study faces limitations due to reliance on specific data sources and the inherent complexity of the oil and gas sector. However, it offers valuable insights into the dynamics of organizational change in a high-risk industry. Practical implicationsThe findings provide a roadmap for PDSI in addressing operational efficiency, human resource management, and organizational agility. This includes aligning business expansion with environmental sustainability and enhancing competitiveness through technological innovation. Social implicationsBy focusing on strategic employee development and retention, the study underscores the importance of human capital in the oil and gas industry, impacting social aspects of business operations. Originality/valueThis research contributes to the understanding of organizational transitions in the oil and gas sector. It offers a unique perspective on how PDSI can achieve sustainable growth and industry leadership through a functional organizational structure, underlined by a comprehensive framework emphasizing efficiency, adaptability, and continuous improvement.

Key Factors of Urban Public Transportation Services Implementation in Indonesia: A Knowledge Management Perspectives

It is well-recognized that the availability of public transportation has a significant impact on urban transportation networks. In Indonesia, the government is still having difficulties to establish a reliable public transportation system. One important aspect that can be utilized in establishing a reliable public transportation system is to utilize knowledge management in its services. This study aims to identify key factors from knowledge management perspectives related to the implementation of public transportation services. To achieve this objective, this study conducted qualitative research on 12 users of public transportation services in Indonesia. The results of this study indicate that there are several key factors related to the implementation of public transportation services from knowledge management perspectives, such as Real-Time Information, Digital Accessibility, User Engagement and Trust, Platform Functionality and Quality, Digital Inclusive Strategy, Knowledge Dissemination Method, Help Desk Reliability, and Knowledgeable Officer.

The Urgency of Implementing a Cyber Notary in Indonesia: A Comparative Study with The United States

Introduction: Current technological developments have an influence on all aspects of human life, including government administration. Notaries are non-governmental public officials who provide public services in providing good governance for the community. However, notarial services in Indonesia are carried out conventionally, which slows down notarial services. Different things happened in America. America is a country that has advanced technology.Purposes of the Research: The aim of this research is to analyze the urgency of implementing cyber notary in Indonesia, find differences in legal regulations and application of law regarding cyber notary in Indonesia and America and find the right solution in organizing cyber notary in Indonesia.Methods of the Research: The research used normative juridical method with secondary data from primary legal sources including various laws and acts like Law Number 2 of 2014, Law Number 30 of 2014, and others related to notarial acts, personal data protection, and blockchain technology in California and Illinois.Results of the Research: The research reveals Indonesia lacks comprehensive laws for cyber notaries. Learning from the US, which has established regulations, Indonesia needs to revise its Notary Law to incorporate cyber notaries and uphold principles of good governance.

MOBILE BANKING ADOPTION: THE ROLE OF PERFORMANCE AND TRUST

This study examines the impact of performance and trust on the acceptance of mobile banking services in Indonesia. This study employs a survey questionnaire administered to 183 individuals in Indonesia who have adopted mobile banking services. The methodology employed is Partial Least Squares Structural Equation Modelling (PLS-SEM) to assess the correlation between latent and measured variables. The research findings indicate that performance has a notable and beneficial influence on trust. Additionally, trust plays a mediating role in the connection between performance and the adoption of mobile banking. These findings highlight the significance of achieving high performance to enhance user trust and promote the acceptance of mobile banking services. Therefore, banks and financial institutions must prioritize enhancing technical efficiency and establishing and upholding consumer confidence.