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"This book explores the disruptive changes in the media ecosystem caused by convergence and digitization, and analyses innovation processes in content production, distribution and commercialisation. It has been edited by Professors Miguel Túñez-López (Universidade de Santiago de Compostela, Spain), Valentín-Alejandro Martínez-Fernández (Universidade da Coruña, Spain), Xosé López-García (Universidade de Santiago de Compostela, Spain), Xosé Rúas-Araújo (Universidade de Vigo, Spain) and Francisco Campos-Freire (Universidade de Santiago de Compostela, Spain). The book includes contributions from European and American experts, who offer their views on the audiovisual sector, journalism and cyberjournalism, corporate and institutional communication, and education. It particularly highlights the role of new technologies, the Internet and social media, including the ethics and legal dimensions. With 30 contributions, grouped into diverse chapters, on information preferences and uses in journalism, as well as public audiovisual policies in the European Union, related to governance, funding, accountability, innovation, quality and public service, it provides a reliable media resource and presents lines of future development."

"This book provides a comprehensive overview of multiple access techniques used in the cellular industry. The usage of multiple access techniques in telecommunications enables many users to share the same spectrum in the frequency domain, time domain, code domain or phase domain. Licenses are given, by the FCC, to operate wireless communication systems over given bands of frequencies, with the smaller bands, (channels), reused to provide services to other users. Thus, bandwidth efficiency is vital, as the speed and size of digital data networks continue to expand. This brief also uses numerous illustrations to bring students up-to-date in the practical applications of multiple access techniques, which can then be put to work in the industry. Primarily, electrical engineering students who study telecommunications, as well as engineers and designers working in wireless communications, would find this book useful."

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BIM 4D dapat digunakan sebagai media komunikasi visual yang dapat mensimulasikan proses konstruksi, termasuk proyek infrastruktur, kepada seluruh stakeholder. Salah satu keuntungannya adalah dapat meningkatkan kualitas komunikasi yang dapat memberikan dampak positif terhadap tahap perencanaan waktu konstruksi, yang mana merupakan salah satu aspek penting pada proses bisnis kontraktor. Penelitian ini menggunakan metode kualitatif melalui wawancara, validasi pakar, dan observasi partisipatif untuk mengidentifikasi aktivitas utama pada fase perencanaan waktu konstruksi, peran BIM 4D dalam aktivitas tersebut, dan stakeholder yang terlibat. Sebagai hasilnya, dikembangkan suatu strategi perencanaan waktu konstruksi berbasis BIM 4D dalam bentuk prosedur operasional standar dan alur komunikasi, agar dapat digunakan sebagai referensi pedoman implementasi BIM di Indonesia.

 

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4D BIM can be utilized as a visual communication media that simulates construction process, including infrastructure projects, to all stakeholders. One of its benefits is to enhance communication quality that can positively affect infrastructure construction time planning phase, which was one of the most important aspect in contractor`s business process. This research used qualitative method through interviews, expert validation, and participative observation to identify main activities in construction time planning phase, 4D BIM role in those activities, and involved stakeholders. As a result, 4D BIM based construction time planning strategy in the form of standard operating procedure and communication flow was developed to be used as guideline references for BIM implementation in Indonesia.

 

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"Tesis ini membahas kualitas pelayanan pengaduan masyarakat yang diselenggarakan oleh Pusat Pelayanan Informasi dan Pengaduan (PINDU) Kabupaten Pinrang. Meski telah berupaya mewujukan pelayanan pengaduan berkualitas baik, jumlah pengaduan yang masuk ke PINDU cenderung menurun setiap tahunnya. Penelitian ini bertujuan menganalisis kualitas pelayanan pengaduan PINDU Pemkab. Pinrang diukur dengan pendekatan hierarchical model of perceived service quality. Penelitian ini menggunakan paradigma positivist. Pengumpulan data dilakukan secara kuantitatif melalui survei dalam bentuk penyebaran kuisoner. Responden penelitian adalah masyarakat Pinrang yang pernah merasakan pelayanan pengaduan PINDU pada tahun 2018–2019 sebanyak 103 responden. Pengolahan data menggunakan software Microsoft Excel 2010, Statistical Package for the Social Sciences (SPSS) 22 dan aplikasi MSI Stat97.XLA. Analisa data dilakukan secara deskriptif. Hasil penelitian menunjukkan bahwa kualitas pelayanan pengaduan PINDU berada pada kategori cukup baik dengan capaian nilai sebesar 3.3556. Oleh karenanya, Pemkab Pinrang perlu meningkatkan kualitas pelayanan PINDU. Upaya ini dapat dimulai secara berurut dari dimensi dengan nilai persepsi terendah hingga dimensi dengan nilai persepsi tertinggi yaitu kualitas hasil, kualitas lingkungan fisik dan kualitas interaksi.

Kata Kunci:

Penanganan Pengaduan, Kualitas Pelayanan, Kualitas Interaksi, Kualitas Lingkungan Fisik, Kualitas Hasil.

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This thesis discusses the quality of public complaint services organized by the Center for Information and Complaints Service (PINDU) of Pinrang Regency. Although PINDU has made efforts to deliver good quality complaint services, the number of complaints tends to decrease every year. This study aims to analyze the quality of complaint services at the PINDU of the Pinrang Regency Government measured by the hierarchical model of perceived service quality approach. This study uses a positivist paradigm. The data was collected quantitatively using a survey method through questionnaires. Research respondents were the Pinrang community that had experienced PINDU complaint services between 2018–2019, with total respondents of 103. Data processing used Microsoft Excel 2010, Statistical Package for the Social Sciences (SPSS) 22, and the MSI Stat97.XLA application. Data analysis was done descriptively. The result shows that the complaints service quality of PINDU is in a good enough category with a score of 3.3556. Therefore, Pinrang Regency Government needs to improve the quality of PINDU services. This effort can be started sequentially from the dimension with the lowest perceived value to the dimension with the highest perceived value, namely the quality of the results, the quality of the physical environment, and the interaction quality.

Key Words:

Complaint Handling, Service Quality, Interaction Quality, Physical Environment Quality, Outcome Quality."

"Perangkat electronic data capture (EDC) merupakan salah satu perangkat pembayaran yang menerima alat pembayaran berbasis kartu. Dalam komunikasinya dengan host bank, biasanya EDC menggunakan jaringan seluler dan kabel. Jaringan seluler lebih populer untuk diterapkan untuk perangkat EDC dikarenakan fleksibilitas dan kemudahan instalasi. Koneksi yang buruk dan tidak kompatibel dengan jaringan 4G dan 5G menjadi beberapa masalah dalam perangkat ini. Tesis ini membandingkan quality of service dan tekno-ekonomi pada jaringan seluler eksisting dan M2M pada koneksi 2G/3G menggunakan data quality index dan cost benefit analysis sebagai metode penelitian. Metode data quality index menunjukkan data kinerja aktual tergantung pada kemampuan perangkat EDC, sedangkan pada metode cost benefit analysis menampilkan kelayakan investasi atas kedua jaringan ini. Hasil penelitian memberikan gambaran kepada pengguna atas QoS dan kelayakan investasi jaringan M2M yang akan diimplementasikan di perangkat EDC mereka. Hasil penelitian menunjukkan bahwa jaringan M2M memiliki QoS yang lebih baik dengan 99,03% dibandingkan jaringan legacy dengan 96,05%. Jaringan M2M juga mendapatkan tingkat keberhasilan transaksi 98,43%, sedangkan jaringan legacy hanya mendapatkan tingkat keberhasilan transaksi 95,82%. Pada kelayakan investasi jaringan legacy memiliki nilai CBR dan PBP yang lebih baik dibandingkan jaringan M2M, hasil ini dipengaruhi oleh besarnya OPEX dari jaringan M2M meskipun nilai pendapatannya lebih tinggi. Pada investasi rekomendasi ditetapkan target net income sebesar minimal 99% dari NPV terbaik. Pada perhitungannya, didapatkan perbandingan jumlah EDC 43.42% pada jaringan legacy dan 56.58% pada jaringan M2M. Dari investasi rekomendasi ini, didapatkan nilai NPV investasi Rp. 308,625,530,678,484, CBR senilai 247.55 dan PBP 0.021 tahun.

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Electronic data capture (EDC) device is one of the payment devices that accept card-based payment instruments. To communicate with the host bank, it is common for EDC to use a mobile and wired network. Due to its flexibility and ease of installation, mobile networks are more popular to apply to EDC devices. Although, poor connection and incompatibility with 4G and 5G networks are some of the problems in these devices. This thesis compares the quality of service and techno-economics on existing cellular networks and M2M on 2G/3G connections using the data quality index and cost-benefit analysis as research methods. The data quality index method will show actual performance data depending on the capabilities of the EDC device, while the cost-benefit analysis method will display the investment feasibility of these two networks. The results of the study give users an overview of the QoS and investment feasibility of the M2M network to be implemented in their EDC devices. The results showed that cellular M2M networks have better QoS with 99.03% compared to legacy networks with 96.05%. The M2M network also got a transaction success rate of 98.43%, while the legacy network only got a transaction success rate of 95.82%. On the feasibility of investing, legacy networks have a better CBR and payback period than M2M networks. This result is affected by the OPEX of M2M network being too high even though, its revenue is higher. Recommendation investment with a net income target of at least 99% of the best NPV. In the calculation, a comparison of the number of EDCs was obtained at 43.42% on legacy networks and 56.58% on M2M networks. From this recommended investment, the NPV investment value of IDR.308,625,530,678,484 was obtained, with a cost-benefit ratio of 247.55 and a payback period of 0.021 years."

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Beberapa tahun belakangan ini proses digitalisasi telah diadopsi oleh banyak institusi baik pemerintahan, dan perusahaan besar maupun kecil. Mereka telah menyadari manfaat digitalisasi untuk peningkatan produktivitas dan efisiensi. Termasuk di antaranya adalah pemanfaatan Internet of Things (IoT) untuk berbagai segmen bisnis mulai dari transportasi, manufacturing, logistic, maupun agriculture. Sudah banyak kisah sukses implementasi IoT di bisnis, tetapi banyak juga masalah yang terjadi di lapangan setelah implementasi tersebut, terutama yang berkaitan dengan performansi sistem, kemudahan penggunaan, maupun user experience. Penelitian ini mengambil fokus pada studi kasus PT X yang telah menerapkan smart poultry di beberapa kandang ayam milik mereka di Cimaung, Serang sejak 2019. Studi penelitian ini membahas tentang pengukuran keberhasilan implementasi IoT (smart poultry) di peternakan ayam PT X, yaitu dari sisi Quality of Experience (QoE), untuk memperoleh gambaran seberapa sukses implementasi ini dari sudut pandang penggunanya sendiri. Tahap awal dilakukan in-depth interview kepada pimpinan perusahaan untuk menentukan key performance index (KPI) yang ingin diukur, kemudian dilanjutkan dengan interview ke berbagai unit di PT X untuk mendapatkan feedback terkait QoE, dan analisis menggunakan Absolute Category Rating with Hidden Reference (ACR-HR) untuk memperoleh skor differential mean opinion score (DMOS) sebagai tolok ukur QoE. Pengukuran Quality of Service (QoS) pada beberapa parameter teknis juga dilakukan untuk melengkapi data secara obyektif. Hasil analisis menunjukkan bahwa smart poultry yang diimplementasi bisa dianggap cukup baik dibandingkan sistem konvensional, walaupun masih ada beberapa perbaikan yang direkomendasikan terutama di sisi user experience.

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In recent years the digitalization process has been adopted by many institutions including government and large/small enterprises. They are already aware that the digitalization will increase productivity and efficiency. This is including the use of the Internet of Things (IoT) technology in various business segments from transportation, manufacturing, logistics, and agriculture. There are many success stories in IoT implementations, but many problems have occurred though after the implementation, mostly related to system performance, ease of use, and user experience. This study discusses the measurement of IoT implementation (smart poultry) focus in PT X chicken farms, in terms of the Quality of Experience (QoE), to obtain the success level of implementation from the perspective of the users. PT X has implemented smart poultry in some of their chicken coops located in Cimaung, Serang since 2019. The study was conducted with in-depth interviews with company leaders to determine the main performance index (KPI) to be assessed, then continued with interviews to various units at PT X to get feedbacks related to QoE, and analysis using Absolute Category Ratings with Hidden References (ACR-HR ) to get differential mean opinion score (DMOS) as a QoE benchmark. This study also includes the measurement of service quality (QoS) on several technical parameters to complement the data objectively. The results show that the smart poultry can be considered comparatively better than the previous conventional system, although there are still some improvements needed, especially in terms of user experience.

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"Indonesia sebagai negara demokrasi harus melaksanakan sistem dan nilai-nilai demokrasi. Implementasi demokrasi ini mendapat tantangan sebagian umat Islam (kelompok fundamentalis). Studi literatur menunjukkan bahwa hubungan demokrasi dan Islam lebih banyak disorot dari sisi politik dan pada tataran prosedural (pemilihan umum). Peneliti terjebak cara berfikir oposisi biner: Islam moderat versus fundamentalisme. Artikel ini membahas konstruksi wacana nilai-nilai demokrasi oleh kelompok Islam fundamentalis di media online. Kelompok Islam fundamentalis yang dimaksud adalah JAT, MMI, dan HTI. Aspek yang dikaji adalah konstruksi kelompok Islam fundamentalis terhadap pemilihan umum, HAM, kebebasan beragama, kelompok minoritas, kebebasan berekspresi. Penelitian ini menggunakan perspektif Teori Konstruksi Realitas Sosial dan model analisis wacana Theo Van Leeuwen. Hasil penelitian ini menunjukkan bahwa penolakan mereka terhadap demokrasi sebatas pemilihan umum. Mereka menerima nilai-nilai demokrasi berupa HAM, kelompok minoritas, dan kebebasan berekspresi. Mereka cenderung menolak kebebasan beragama. Penerimaan mereka terhadap nilai-nilai demokrasi tersebut harus dipahami dalam konteks bisa didamaikan dengan nilai-nilai Islam. Kelompok Islam fundamentalis melakukan adaptasi, reinterpretasi, kontekstualisasi nilai-nilai demokrasi sesuai dengan aspirasi Islam. Media online adalah sarana efektif untuk mendiseminasikan gagasan mereka. Kajian selanjutnya dianjurkan untuk memperdalam fenomena fundamentalisme ini pada aspek pemaknaan, pengalaman, atau dialektika mereka sebagai agen/struktur.

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Indonesia -as a democratic country- implement system and democratic values. In the democracy implementation, Indonesia get a challange from Islam-based fundamentalism movement. Literature study shows that relation democracy and Islam focus more on political facet and procedural democracy (general election). Researchers get tied by binnary-opposition way of thinking: moderat Islam versus fundamentalism. This article deals with Islam-based fundamentalist-group’s construction on democratic-value discourse in online media. Those groups are JAT, MMI, dan HTI. We focus on Islam-based fundamentalist group’s construction on general election, human rights, freedom of faith, minority group, freedom of expression. This research harnesses social construction perspective theory and discourse analysis model of Theo Van Leeuwen.

The result shows that their repudiation against democracy only in general election meaning. They accept democratic values : human rights, minority group, freedom of expression but they tend to disagree to freedom of faith. Hence, their democratic-value acquiescence can be only undertood in the context of Islamic value. Islam-based fundamentalist-groups make adaptation, reinterpretation, contextualization of the democratic values in compliance with Islam aspiration. Online Media (internet) is an effective vehicle to spread out fundamentalist’s thought. further researces should investigate this fundamentalism phenomenon from the aspect of their reception, experience, or dialectic as agent/structure."

"Tujuan - Penelitian ini bertujuan untuk menganalisis efek dari self-service technology quality setelah terjadi kegagalan dan pemulihan nya pada pengalaman pelanggan, kepuasan dan intensi untuk membeli kembali pada saat melakukan online shopping. Metode penelitian. Penelitian ini dilakukan pada dua kelompok pelanggan, pelanggan yang mempersepsikan kegagalan adalah tanggung jawab mereka serta yang mempersepsikan kegagalan adalah tanggungjawab online shopping website. Penelitian ini menggunakan metode kuantitatif dengan melakukan survei pada konteks jasa online shopping. Data dikumpulkan dengan menggunakan kuesioner pada 200 responden, diambil dengan metode mall intercept. Metode analisis yang digunakan adalah partial least squares structural equation modeling. Temuan - Hasil penelitian menjelaskan bahwa self-service technology setelah terjadi kegagalan dan pemulihan nya mempengaruhi pengalaman dan kepuasan pelanggan. Kemudian, pengalaman pelanggan mempengaruhi kepuasan berbelanja online dan kepuasan berbelanja online mempengaruhi intensi untuk membeli kembali. Implikasi - Hasil penelitian berimplikasi pada perusahaan yang membuka website belanja online untuk membangun strategi pemulihan dari kegagalan, meningkatkan kualitas dari self-service technology dan meningkatkan kualitas dari pengalaman pelanggan. Orisinalitas/Nilai - Penelitian ini menggunakan expectation confirmation theory dan attribution theory pada efek dari self-service technology setelah terjadi kegagalan dan pemulihan nya pada dua kelompok pelanggan, dimana dasar dari atribusi yang dilakukan adalah locus of failure responsibility.

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Purpose - The purpose of this study is to examine the effect of self-service technology quality after failure and its recovery on online shopping experience, satisfaction, and repurchase intention.

Design/Methodology/Approach - This study involves two customer groups, a group who perceives the failure to be their own responsibility and the online shopping website responsibility. This study uses quantitative methods through surveys in the context of online shopping services. The research data were collected by self-administered questionnaires, which involved 200 respondents, taken with mall intercept method. The analytical method used is a model of partial least squares structural equation modeling.

Findings - The key findings of this research is self-service technology quality after failure and self-service technology recovery influence the online shopping experience and its satisfaction. Other findings are online shopping experience effect online shopping satisfaction, and online shopping satisfaction influence on its repurchase intention.

Practical implications - The findings of this research have implications for online shopping website companies such as to develop a service failure recovery strategy, to improve the quality of self-service technology and customer experience.

Originality/Value - This study used expectation confirmation theory and attribution theory on the effect of self-service technology quality after failure and its recovery on two customer group, which based on attribution of the locus of failure responsibility."