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"Saat ini banyak cara dalam melakukan investasi, diantaranya adalah investasi dalam bidang pembelian saham perusahaan yang terdaftar dalam Bursa Efek Indonesia. PT Kiwoom Securities Indonesia yang merupakan tempat studi kasus ini merupakan salah satu perusahaan yang dapat membantu dalam melayani transaksi jual-beli saham yang dalam melakukan kegiatannya tersebut ditunjang dengan aplikasi HERO S sebagai aplikasi mobile trading. User Experience yang terdapat dalam aplikasi HERO S masih belum sesuai dengan kebutuhan pengguna. Dalam melakukan pengembangan aplikasi HERO S tersebut PT Kiwoom Securities Indonesia belum mengetahui user experience aplikasi mobile trading yang diinginkan oleh pengguna. Penelitian ini bertujuan untuk menganalisis user experience yang dibutuhkan oleh pengguna aplikasi HERO S. Penelitian ini menggunakan metode Focus Group Discussion (FGD) untuk mendapatkan ide-ide baru atau masukan mengenai user experience aplikasi mobile trading dan Hermeneutika Fenomenologi yang akan digunakan dalam menganalisis data tekstual transkrip hasil FGD, sehingga didapatkan daftar user experience aplikasi mobile trading yang dibutuhkan untuk pengembangan tahap selanjutnya dari aplikasi mobile trading HERO S. Pada akhirnya, telah didapatkan sejumlah 13 user experience aplikasi mobile trading yang dibutuhkan oleh pengguna aplikasi mobile trading HERO S.

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Nowadays, company investation has many methods, the investation of stock procurement which is registered in Indonesia Stock Exchange, is one of them. PT Kiwoom Securities Indonesia where this study is held, is one of the company that can serve stock trading transaction with HERO S as mobile trading application. User experience of HERO S application hasn’t been accordance with user need yet. PT Kiwoom Securities Indonesia had done some development in HERO S application but the company doesn’t know user experience in mobile trading application that is demanded by users.

This research purpose is to analyze experience needs that is required by HERO S application users. This research uses FGD method due to compile new brainstorming or other recommendation about user experience of mobile trading application and hermeneutics phenomenology that will be used to analyze transcript data of FGD to obtain user experience of mobile trading application list which is needed for further development of mobile trading application HERO S. Eventually, this research gets 13 user experience of mobile trading application which required by user of mobile trading application HERO S."

"Penelitian ini mengintegrasikan SERVQUAL, Model Kano dan Quality Function Deployment (QFD) untuk menyusun strategi peningkatan kualitas layanan enterprise portal PT Maskapai Reasuransi Indonesia Tbk (Marein) yang sesuai dengan kebutuhan para penggunanya. Data yang digunakan dalam penelitian ini adalah hasil kuesioner yang disebarkan kepada seratus orang responden yang merupakan karyawan Marein. SERVQUAL didapatkan bahwa dari empat dimensi kualitas layanan yang diukur yaitu Usability, Design, Information Quality dan Service Reliability mendapatkan nilai kesenjangan yang negatif, artinya tingkat kualitas layanan enterprise portal Marein masih rendah. Kemudian dengan menggunakan Model Kano didapatkan lima belas atribut kualitas layanan yang harus ditingkatkan untuk meningkatkan kepuasan pengguna. Metode terakhir adalah QFD yang menghasilkan sebelas technical response berikut prioritas pelaksanaan untuk dapat meningkatkan kualitas lima belas atribut kualitas layanan yang sebelumnya didapatkan dari Model Kano. Rangkaian penelitian tersebut menyimpulkan lima technical response yang memiliki tingkat prioritas tertinggi yaitu integrasi antar aplikasi, penambahan staf, penerapan user requirement management, peningkatan kapasitas server dan desain ulang tampilan.

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This study integrates SERVQUAL, Kano Model and Quality Function Deployment (QFD) to develop strategies for improving service quality of PT Maskapai Reasuransi Indonesia Tbk. (Marein) enterprise portal based on its users needs. The data used in this study are responds to questioners by onehundred employees of Marein. The result of SERVQUAL method shows that four of service quality measured ie Usability, Design, Information Quality and Service Reliability has a negative gap score, meaning that the level of service quality of Marein’s enterprise portal is lower than expected. Then by using Kano Model this study obtained fifteen attributes of service quality that should be improved to increase its user satisfaction. The last method being used is QFD which provides eleven technical responses along the priority score that should be implemented to improve the service quality. The study concluded a series of five technical response that has the highest priority which are integration between applications, the addition of staff, implementation of user requirement management, increasing server capacity and redesign."

"Kemunculan era ekonomi digital disambut baik oleh PT. Telkom Indonesia dengan meluncurkan sebuah website SOBAT-UKM untuk mendukung perkembangan perekonomian di Indonesia, khususnya segmen usaha kecil dan menengah. Website SOBAT-UKM diharapkan menjadi wadah digital untuk berkonsultasi seputar hal-hal yang berkaitan dengan dunia bisnis supaya pelaku bisnis bisa mengembangkan bisnisnya. Salah satunya melalui layanan konsultasi online yang merupakan fitur yang terdapat pada website SOBAT-UKM. Data pada tahun 2016 menunjukkan bahwa target setiap bulan untuk transaksi pada fitur konsultasi belum pernah tercapai sama sekali. Hal ini tentu sangat berhubungan dengan tingkat penerimaan pelaku UKM dalam memanfaatkan situs SOBAT-UKM. Dari permasalahan inilah peneliti ingin mengetahui faktor-faktor apa yang memengaruhi pengguna dalam memanfaatkan fitur konsultasi online SOBAT-UKM. Model penerimaan untuk melakukan penelitian ini adalah UTAUT. Metode pengumpulan data yang dilakukan menggunakan kuesioner, sedangkan pengolahan dan penarikan kesimpulan menggunakan Partial Least Square PLS . Berdasarkan pengolahan data, dapat diketahui faktor-faktor yang memengaruhi pengguna dalam menggunakan layanan konsultasi online SOBAT-UKM. Faktor-faktor tersebut adalah Effort Expectancy dan Social Influence yang memiliki pengaruh signifikan terhadap Behavioral Intention, serta Facilitating Conditions dan Behavioral Intention yang memiliki pengaruh signifikan terhadap Use Behavior.

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The emergence of the digital economy era was welcomed by PT. Telkom Indonesia by launching a website SOBAT UKM to support the economic development in Indonesia, especially the small and medium business segment. Website SOBAT UKM is expected to be a digital container to consult about matters relating to the business world so that business people can grow their business. One of them through online consultation service which is a feature found on website SOBAT UKM. Data by 2016 indicates that the monthly targets for transactions on consultation features have never been achieved at all. This is certainly very related to the acceptance level of SMEs in utilizing SOBAT UKM sites.

From this problem, the researcher wanted to know what factors influenced the users in using the online consultation feature of SOBAT UKM. The acceptance model for doing this research is UTAUT. Methods of data collection conducted using questionnaires, while processing and withdrawal of conclusions using Partial Least Square PLS . Based on data processing, it can be seen the factors that affect the user in using online consultation services SOBAT UKM. These factors are Effort Expectancy and Social Influence which has a significant influence on Behavioral Intention, as well as Facilitating Conditions and Behavioral Intention which has a significant influence on Use Behavior."

"ABSTRACTPersaingan yang sengit antara dua penyedia aplikasi transportasi online di Indonesia, Grab dan Go-Jek, mendorong pengembangan aplikasi yang tidak hanya andal namun juga harus berorientasi pada pelanggan. Pada konteks gig economy, pelanggan dapat disebut sebagai client/consumer dan gig workers. Kelengahan perusahaan dalam mengelola pelanggan dapat mengakibatkan beralihnya pelanggan ke aplikasi kompetitor. Hal ini tentunya dapat berakibat kepada penurunan citra maupun profit dari perusahaan. Penelitian ini akan membahas evaluasi yang dilakukan terhadap sistem e-CRM pada aplikasi transportasi daring di Indonesia. Penelitian dilakukan dengan menganalisis dimensi-dimensi atau fitur-fitur e-CRM pada aplikasi transportasi daring, kemudian mencari tahu apakah fitur-fitur tersebut memiliki pengaruh positif terhadap variabel dependen electronic service quality (e-SQ) atau e-servqual. Dimensi-dimensi e-CRM yang dianalisis diantaranya: multimedia, speed, information quality, navigation, privacy & security, rewards, personalization, payment option, tracking information, online community, dan customer service. Sementara dimensi e-SQ yang digunakan adalah efficiency, system availability, fullfilment, privacy, responsiveness, dan contact. Analisis dan pengolahan data dilakukan menggunakan metode partial least square - structural equation modelling. Hasil dari penelitian adalah fitur e-CRM yang merupakan penanda kualitas layanan elektronik pada aplikasi transportasi daring adalah, navigation, privacy & security, online community dan customer service. Nilai pengujian hipotesis pada setiap fitur diterima pada tingkat signifikansi 5%. Implikasi dari penelitian ini adalah memberikan daftar fitur e-CRM apa saja yang terdapat pada aplikasi transportasi daring. Selain itu, hasil akhir penelitian berupa fitur yang menjadi penanda kualitas layanan elektronik dapat dimanfaatkan sebagai solusi dalam mengatasi kekecewaan pelanggan transportasi daring.

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ABSTRACTFierce competition between two providers of ride hailing applications in Indonesia, Grab and Go-Jek, encourages the development of the application that are not only reliable but also have to be customer-oriented. In the context of gig economy, customers can be called as client/consumer and gig workers. The absence in managing customers can result in their shifted to competitor applications. It can decline the company's image and profit. This study will discuss evaluations conducted on e-CRM systems in ride hailing applications in Indonesia. Research was conducted by analysing e-CRM dimensions or features in ride hailing applications, then finding out whether those influence electronic service quality (e-SQ) or e-servqual. The e-CRM dimensions that are analysed include: multimedia, speed, information quality, navigation, privacy & security, rewards, personalization, payment options, tracking information, online community, and customer service. While the e-SQ dimensions that used are efficiency, system availability, fullfillment, privacy, responsiveness, and contact. Data analysis and processing is done using the method of partial least square - structural equation modelling (PLS-SEM). The results of the study are the e-CRM feature as signal of the electronic service quality in ride hailing applications are navigation, privacy & security, online community and customer service. The value of hypothesis testing on each feature is accepted at a 5% significance level. The implication of this research is to provide a list of e-CRM features in online transportation application. In addition, the features itself as the final results can be used as solution to overcome the customers's dissastifaction from online transportation.

"

"Penelitian ini membahas mengenai kepuasan pelanggan dalam lembaga keuangan nonbank. Penelitian akan melihat seberapa besar tingkat kepuasan pelanggan dan dimensiapa saja yang memberikan pengaruh terbesar dan terkecil dalam pembentukan tingkatkepuasan pelanggan. Hal ini dilakukan karena sebagai sebuah organisasi keuangannon bank, kepuasan pelanggan adalah salah satu syarat yang harus dipenuhi untukkebelangsungan hidup oragnisasi tersebut.Peneliti menggunakan SERVQUAL sebagai metode untuk mengukur tingkatkepuasan pelanggan karena metode ini adalah metode paling komprehensif dalammeneliti faktor pembentukan kepuasan pelanggan.Hasil temuan dapat digunakan untuk merumuskan strategi komunikasi yang lebihfokus. Strategi komunikasi dapat diarahkan untuk menyasar ke faktor yang palingberpengaruh dalam membentuk kepuasan pelanggan.Bagi kajian ilmu komunikasi, hasil peneltian ini sangat berguna untuk melihatbagaimana dalam sebuah organisasi keuangan non bank kepuasan pelangganterbentuk, dan faktor-faktor apa saja yang memiliki pengaruh lebih besar dari yanglainnya.

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This study discusses the customer satisfaction measurement in the non-bank financial

institutions. The study will look the level of customer satisfaction and what

dimension gives the largest and smallest influence in the formation of customer

satisfaction levels.

This is done because as a non-bank financial organization, customer satisfaction is

one of the requirements that must be met for the organizations for its lifecycle.

Researchers using SERVQUAL, as a method to measure the level of customer

satisfaction, due to its comprehensiveness to examine the formation of customer

satisfaction.

The findings can be used to formulate a more focused communication strategy.

Communication strategies can be directed to targeting the most influential factor in

shaping customer satisfaction.

For the study of communication science, the results of this research are very useful to

see how in a non-bank financial organization established customer satisfaction, and

what are the factors that have greater influence than others"

"Seorang apoteker memegang peranan penting baik di Apotek, Pedagang Besar Farmasi maupun Industri Farmasi. Apoteker harus memenuhi standar kompetensi sebagai persyaratan untuk memasuki dunia kerja dan menjalani Praktik Kerja Profesi. Standar kompetensi Apoteker terdiri dari sepuuh standar kompetensi kemampuan yang diharapkan Apoteker untuk dapat memahami peran Apoteker dan meningkatkan kompetensi. Oleh karena itu, dilaksanakan Praktik Kerja Profesi Apoteker di Apotek Kimia Farma, PT Anugerah Pharmindo Lestari dan PT Takeda Indonesia selama periode Bulan Februari-September 2020. Selama melaksanakan praktik kerja, diharapkan calon Apoteker dapat memperluas wawasan, pemahaman dan pengalaman untuk melakukan pekerjaan kefamasian di tempat praktik kerja.

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A pharmacist plays an important role in both the Pharmacy, Pharmaceutical Wholesalers and Pharmaceutical Industry. Pharmacists must meet competency standards as requirements for entering the world of work and undergoing Professional Work Practices. Pharmacist competency standards consist of all competency standards that are expected by Pharmacists to be able to understand the pharmacist's role and improve competence. Therefore, the Professional Work Practices of Pharmacists at Kimia Farma Pharmacy, PT Anugerah Pharmindo Lestari and PT Takeda Indonesia during the period February-September 2020. During the work practice, it is hoped that prospective pharmacists can broaden their knowledge, understanding and experience to carry out medical work in workplace.

"

"ABSTRAKKemudahan akses informasi melalui internet mendorong kebutuhan akan informasikesehatan saat ini terus meningkat. Berdasarkan survey Asosiasi Penyelenggara JasaInternet (APJII) pada tahun 2017, sebanyak 51,06 aktivitas pemanfaatan internet dibidang kesehatan adalah pencarian informasi kesehatan, yang kemudian memunculkanberbagai pilihan media baru dengan berbagai fitur yang dapat dimanfaatkan dalammencari informasi kesehatan, termasuk aplikasi kesehatan daring.Tujuan dari penelitian ini adalah untuk memperoleh informasi mendalam tentang motif,pola penggunaan aplikasi kesehatan daring serta bagaimana penggunaannya dapatmemenuhi kebutuhan informasi kesehatan penggunanya. Penelitian ini merupakan studikualitatif dengan desain Rapid Assesment Procedure dengan pendekatan teori dankomunikasi Uses and Gratification. Pengumpulan data dilakukan dengan metodewawancara mendalam terhadap 10 orang perempuan pengguna aplikasi di wilayahJabodetabek pada bulan April-Juni 2019.Hasil penelitan menunjukkan motif penggunaan aplikasi adalah mengkonfirmasiinformasi kesehatan langsung ke tenaga kesehatan, memperoleh informasi pengobatansecara cepat dan mudah dan informasi terkait gejala penyakit dan tindakan awalpenanganannya. Aplikasi digunakan saat informan mengalami gejala sakit, baik untukkondisi dirinya maupun anggota keluarga karena merasakan kenyamanan, respon yangcepat serta privasi yang terjaga karena konsultasi bersifat anonim.Media baru menawarkan kemudahan akses dan komunikasi yang interaktif sehinggadapat memudahkan akses informasi dan pelayanan kesehatan dan diharapkan dapatmeningkatkan upaya promotif dan preventif. Saat ini kebijakan teknis terkait pelayanankesehatan daring sangat dibutuhkan untuk mengakomodir keberadaan aplikasi sekaligusmelindungi masyarakat pengguna terkait keamanan dan keselamatan saat mengaksespelayanan kesehatan di era digital.

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ABSTRACTThe easy access to information through the internet has encouraged the need for healthinformation are continue to increase. According to Indonesian Internet Service ProviderAssociation In 2017, there were 51.06 of internet utilization activities in the healthsector were health information searches which then gave rise to a variety of online or newmedia choices that could be utilized in seeking health information, including mobilehealth applications.The purpose of this study is to obtain in-depth information about motives, patterns of useof mobile applications online health consultation and how the used of it could meet healthinformation needs among urban women in the Jabodetabek area. This research is aqualitative study with a Rapid Assessment Procedure design with new media theoryapproaches and Uses and Gratification communication theory. Data collection wascarried out by in-depth interview method with 10 female users of the application in theJabodetabek area in April-June 2019.The results of the research show that the motive for using the application is to confirmhealth information directly to health workers, obtain medical information more quicklyand easily and information regarding symptoms of the disease and its treatment measures.The application is used when the informant experiences symptoms of pain orexperiencing illness, both for the condition of their self or their family members becauseof its comfortable, fast response and it maintained their privacy since the consultationoccured anonymously.New media offers an easy access thorugh interactive communication especially whenexperiencing symptoms of illness so that it can facilitate health services. At present,technical policies related to online health services are needed to accommodate theexistence of applications while protecting the user regarding the security and safetyaspects when accessing health services in the digital era."

"[ ABSTRAKLayanan infrastruktur teknologi informasi TI merupakan salah satu dari sekian faktor yang dapat memberikan keunggulan kompetitif bagi sebuah perusahaan di mana faktor ini sebagai pondasi dasar dari ketersediaan layanan bisnis yang memiliki kemampuan perubahan yang cepat dan tak terduga Perusahaan perlu bereaksi cepat dalam menghadapi masalah maupun peluang dalam memanfaatkan infrastruktur TI tersebut secara optimal Transformasi teknologi yang dicanangkan oleh Finnet merupakan salah satu bentuk reaksi tersebut dengan slogannya ldquo Always On and Global Class Infrastructure rdquo Harapan akan infrastruktur TI di Finnet yang mampu menerapkan transformasi teknologi tersebut sebagai permasalahan yang muncul dan akan dibahas dalam penelitian ini Sebelum melakukan perbaikan perlu dilakukan evaluasi terlebih dahulu untuk mengetahui kondisi saat ini Tahapan evaluasi yang dilakukan penelitian ini dimulai dari penerapan kerangka kerja COBIT 5 yang digunakan untuk memetakan kebutuhan pemangku kepentingan hingga menjadi proses proses yang akan dievaluasi Kerangka kerja ITIL 2011 digunakan untuk memberikan fokus dan detil yang lebih baik terhadap evaluasi layanan infrastruktur TI Standar ISO IEC 15504 tentang Process Assessment digunakan sebagai metode dalam menghitung tingkat kapabilitas proses proses ITIL 2011 tersebut Kombinasi ketiga metode tersebut memberikan dimensi baru akan kemungkinan untuk menerapkan standar pengukuran kematangan COBIT 5 pada ITIL 2011 Rekomendasi perbaikan yang dihasilkan dalam penelitian ini terdiri dari dua deliverable yaitu prioritisasi proses proses yang perlu diperbaiki atau ditingkatkan kapabilitasnya berdasarkan Importance Performance Analysis IPA dan rekomendasi metrik Critical Success Factor CSF dan Key Performance Index KPI berdasarkan ITIL 2011 beserta rekomendasi perbaikan secara generik yang disusun untuk meningkatkan kapabilitas proses yang diteliti

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ABSTRACT

Infrastructure services of information technology IT is one of the factors that can provide a competitive advantage for a company where this factor as the basic foundation of the availability of business services that have the ability to change quickly and unexpectedly Companies need to react quickly to problems and opportunities in the use of the IT infrastructure optimally Transformation technology launched by Finnet is one form of the reaction with the slogan Always On and Global Class Infrastructure There is vision of IT infrastructure in Finnet to capable of implementing such technology transformation as problems that arise and will be discussed in this study Before doing repairs need to be done prior evaluation to determine current conditions Stages of the evaluation conducted by this study starts from the application of the COBIT 5 framework is used to map the stakeholders needs to be COBIT 5 processes that will be evaluated ITIL 2011 framework is used to provide focus and better detail on the evaluation of IT infrastructure services Standard ISO IEC 15504 on Process Assessment is used as a method to calculate the level of capability of the processes of the ITIL 2011 The combination of these three methods give a new dimension that shows possibility to apply the measurement standard maturity on COBIT 5 to ITIL 2011 Recommendations for improvement generated in this study consisted of two deliverables namely prioritization processes need to be improved or enhanced capabilities based on Importance Performance Analysis IPA and the recommendation metrics Critical Success Factor CSF and Key Performance Index KPI based on ITIL 2011 along with recommendations for improvement generically prepared to increase the capabilities of the processes under this study ;Infrastructure services of information technology IT is one of the factors that can provide a competitive advantage for a company where this factor as the basic foundation of the availability of business services that have the ability to change quickly and unexpectedly Companies need to react quickly to problems and opportunities in the use of the IT infrastructure optimally Transformation technology launched by Finnet is one form of the reaction with the slogan Always On and Global Class Infrastructure There is vision of IT infrastructure in Finnet to capable of implementing such technology transformation as problems that arise and will be discussed in this study Before doing repairs need to be done prior evaluation to determine current conditions Stages of the evaluation conducted by this study starts from the application of the COBIT 5 framework is used to map the stakeholders needs to be COBIT 5 processes that will be evaluated ITIL 2011 framework is used to provide focus and better detail on the evaluation of IT infrastructure services Standard ISO IEC 15504 on Process Assessment is used as a method to calculate the level of capability of the processes of the ITIL 2011 The combination of these three methods give a new dimension that shows possibility to apply the measurement standard maturity on COBIT 5 to ITIL 2011 Recommendations for improvement generated in this study consisted of two deliverables namely prioritization processes need to be improved or enhanced capabilities based on Importance Performance Analysis IPA and the recommendation metrics Critical Success Factor CSF and Key Performance Index KPI based on ITIL 2011 along with recommendations for improvement generically prepared to increase the capabilities of the processes under this study , Infrastructure services of information technology IT is one of the factors that can provide a competitive advantage for a company where this factor as the basic foundation of the availability of business services that have the ability to change quickly and unexpectedly Companies need to react quickly to problems and opportunities in the use of the IT infrastructure optimally Transformation technology launched by Finnet is one form of the reaction with the slogan Always On and Global Class Infrastructure There is vision of IT infrastructure in Finnet to capable of implementing such technology transformation as problems that arise and will be discussed in this study Before doing repairs need to be done prior evaluation to determine current conditions Stages of the evaluation conducted by this study starts from the application of the COBIT 5 framework is used to map the stakeholders needs to be COBIT 5 processes that will be evaluated ITIL 2011 framework is used to provide focus and better detail on the evaluation of IT infrastructure services Standard ISO IEC 15504 on Process Assessment is used as a method to calculate the level of capability of the processes of the ITIL 2011 The combination of these three methods give a new dimension that shows possibility to apply the measurement standard maturity on COBIT 5 to ITIL 2011 Recommendations for improvement generated in this study consisted of two deliverables namely prioritization processes need to be improved or enhanced capabilities based on Importance Performance Analysis IPA and the recommendation metrics Critical Success Factor CSF and Key Performance Index KPI based on ITIL 2011 along with recommendations for improvement generically prepared to increase the capabilities of the processes under this study ]"