SERVICE INNOVATION THROUGH TECHNOLOGY AND INFORMATION SYSTEM (TIS) FACILITIES (STUDY CASE TICKETING ONLINE IN PT. KERETA API INDONESIA

• Main Authors: , AGUS HARIYANTO, , Prof. Dr.-Ing. Ahmad Munawar, M.Sc.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/134215/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=75261
• Institution: Universitas Gadjah Mada

Technology Information System (TIS) has an important in the role of perspective of Service Innovation in organization. Technology is not only tangible thing which is more modern and complex system will always good for organization. On the other hand, the market acceptance relating on the new implementation of technology information is also important not only main product or service purposed for the customer. The purpose of this study is to understand the role of Service Innovation perspective driving in the implementation of TIS in organization of services and to understand how should PT.Kereta Api Indonesia (PT.KAI) do to maintain and enhance the level of success in implementation of TIS facilities specific online ticketing base on the perspective of Service Innovation. The public reaction to the implementation of information technology and what should organization do to address this issue, was deemed paramount here. Research design base on qualitative research by using interview and Focus Group Discussion for people who has passionate with trains services particularly in PT.KAI. The data found that majority of respondent still find many network intrusions, difficult to operate, less interactive and low of response in the TIS facilities specific of online ticketing that applied by PT.KAI. In the process developing of TIS facilities aligned with the role of Service Innovation perspective, an organization must follow the theory of Success IT adoption in service organization.