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Analysis of the Influence of Service Innovation and Customer Relationship Management on the Satisfaction of Andalalin Applicants at BPTJ with Service Quality as an Intervening Variable

Year: 2025

Type: article

Abstract: Background: The approval process for Traffic Impact Analysis (Andalalin) in the Jabodetabek area has been hindered by suboptimal service quality wich results in long processing times at the Greater Jakarta Transportation Management Agency (BPTJ). These inefficiencies stem from a reliance on manual systems and limited digitalization, utilizing only Google Mail for data submission and Zoom for discussions as needed. This lack of a fully integrated system has led to reduced transparency in the licensing process. Addressing these challenges requires an evaluation of service quality, service innovation, and Customer Relationship Management (CRM) to enhance applicant satisfaction.  Materials and Methods: This study employs a quantitative approach with a descriptive research design to analyze the influence of service quality, service innovation, and CRM on the satisfaction of Andalalin applicants. Data were collected through surveys of 294 respondents who applied for Andalalin approval from 2017 to June 2024. A non-probability sampling technique with a saturated sampling method was used. Data analysis was conducted using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach.  Results: The findings indicate that technology-based service innovations and effective CRM strategies significantly improve service quality and applicant satisfaction. The results confirm that a more integrated digital system would enhance efficiency and transparency in the Andalalin approval process.  Conclusion: Implementing digital innovations and strengthening applicant relationships are crucial for optimizing the Andalalin approval process. It is recommended that BPTJ develop a comprehensive digital system to improve service effectiveness and overall applicant satisfaction in the Jabodetabek region.

DOI: 10.38124/ijisrt/25mar980

Authors: Angga Kusumadiharja, Mudjiardjo ., Endang Sugiharti, Cecep Pahrudin, Yana Tatiana

Institution: Institute of Transportation and Logistic Trisakti

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Sustainable cities and communities

Open Access status: gold

OpenAlex ID: W4408943553

FWCI:

Cites: 17

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Related to: 10