Fauzan, Zaki Tifani (2026) Perancangan Strategi Integrasi Platform Layanan Berdasarkan Evaluasi Efisiensi dan Penerimaan Pengguna Dengan Data Evelopment Analysis (DEA) dan Technology Acceptance Model (TAM). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penggunaan beberapa platform yang terpisah dalam layanan berbasis loket dapat menimbulkan fragmentasi proses, perpindahan antaraplikasi, serta beban pengelolaan sistem yang kurang efisien. Penelitian ini bertujuan mengukur efisiensi relatif platform layanan, menyusun rancangan strategi integrasi, dan mengevaluasi penerimaan pengguna terhadap platform terintegrasi pada organisasi objek penelitian. Pengukuran efisiensi dilakukan terhadap 13 platform sebagai Decision Making Unit menggunakan Data Envelopment Analysis model BCC berorientasi input, dengan biaya operasional aplikasi sebagai input dan transaction success rate sebagai output. Hasil DEA menunjukkan lima platform berada pada frontier efisiensi, sedangkan delapan platform lainnya belum efisien. Analisis peer group menunjukkan satu platform menjadi benchmark dominan, sementara uji leave-one-out menunjukkan bahwa struktur frontier relatif stabil. Hasil DEA digunakan sebagai dasar penentuan prioritas evaluasi dan benchmark efisiensi, sedangkan keputusan integrasi juga mempertimbangkan keterkaitan proses bisnis dan kebutuhan teknis. Rancangan integrasi disusun melalui penyatuan akses layanan pada satu antarmuka dan lapisan orkestrasi, dengan aplikasi tertentu tetap dipertahankan sebagai sistem backend. Evaluasi penerimaan teknologi dilakukan terhadap 150 pengguna internal menggunakan Technology Acceptance Model dan dianalisis dengan PLS-SEM. Hasil pengujian menunjukkan bahwa perceived ease of use berpengaruh signifikan terhadap perceived usefulness, perceived usefulness berpengaruh signifikan terhadap attitude toward using, dan attitude toward using berpengaruh signifikan terhadap behavioral intention. Pengaruh langsung perceived ease of use terhadap attitude toward using tidak signifikan, tetapi berpengaruh tidak langsung melalui perceived usefulness dan attitude toward using. Penelitian ini menghasilkan strategi integrasi berbasis efisiensi, kelayakan proses, dan penerimaan pengguna sebagai dasar implementasi platform layanan secara bertahap.
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The use of multiple separate platforms in counter-based services may lead to process fragmentation, frequent application switching, and inefficient system management. This study aims to measure the relative efficiency of service platforms, formulate an integration strategy, and evaluate user acceptance of an integrated platform within the organization under study. Efficiency was assessed across 13 platforms as Decision Making Units using an input-oriented BCC Data Envelopment Analysis model, with application operating costs as the input and transaction success rate as the output. The DEA results identified five efficient platforms and eight inefficient platforms. Peer group analysis revealed one dominant benchmark, while the leave-one-out test indicated that the efficiency frontier was relatively stable. DEA results were used to determine evaluation priorities and efficiency benchmarks, while integration decisions also considered business process relationships and technical requirements. The proposed integration design consolidates service access through a single interface and orchestration layer, while selected applications remain operational as backend systems. Technology acceptance was evaluated using the Technology Acceptance Model based on responses from 150 internal users and analyzed using PLS-SEM. The results show that perceived ease of use significantly affects perceived usefulness, perceived usefulness significantly affects attitude toward using, and attitude toward using significantly affects behavioral intention. The direct effect of perceived ease of use on attitude toward using was not significant, although a significant indirect effect was identified through perceived usefulness and attitude toward using. This study produces an integration strategy based on efficiency, process feasibility, and user acceptance as a foundation for gradual platform implementation.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Integrasi Layanan Digital, Efisiensi Operasional, Data Envelopment Analysis (DEA), Technology Acceptance Model (TAM), PLS-SEM. Digital Service Integration, Operational Efficiency, Data Envelopment Analysis (DEA), Technology Acceptance Model (TAM), PLS-SEM |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T57.74 Linear programming T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.62 Decision support systems |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Zaki Tifani Fauzan |
| Date Deposited: | 14 Jul 2026 01:01 |
| Last Modified: | 14 Jul 2026 01:01 |
| URI: | http://repository.its.ac.id/id/eprint/134830 |
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