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- Title
Penilaian Tingkat Kapabilitas Pengelolaan Inovasi pada Saluran Penjualan Digital Perusahaan Jasa Transportasi Udara di Masa Pandemi.
- Authors
Sekar Wangi, Caecilia Westi; Achdiat, Isnaeni
- Abstract
The decline in financial performance caused by a decrease in the number of airplane passengers is a challenge for airline companies during the pandemic. Cost efficiency is one of the efforts made and has an impact on the IT service. However, it needs to focus more on innovating digital sales channels to improve pre-flight service quality and facilitate customer needs for the digital purchasing process during the pandemic. Therefore, the author conducted a study to assess of capability level of innovation management in the digital sales channel of an airline company during the pandemic. The goal is to analyze the gap in the capability level from the results of the actual and target assessments, and provide recommendations to improve digital customer experience and business performance. The research uses a qualitative method and obtains data through literature review and interviews. The author chose COBIT 2019 as a framework for IT governance and management issuesin this research, and focused on assessing the capability level of APO04 Managed Innovation. From the research that has been done, the result shows that the capability level of APO04 has reached the target: level 3. For digital sales channel innovation, the recommendation given is the adoption of a New Distribution Capability.
- Subjects
AIRPLANE occupants; ORGANIZATIONAL performance; FINANCIAL performance; TECHNOLOGICAL innovations; CONSUMERS; QUALITY of service
- Publication
Techno.com, 2022, Vol 21, Issue 3, p543
- ISSN
1412-2693
- Publication type
Article
- DOI
10.33633/tc.v21i3.6238