Strategi Integrasi Platform Layanan Loket melalui DEA–TAM: Analisis Efisiensi Relatif dan Penerimaan Pengguna
DOI:
https://doi.org/10.38035/jafm.v7i3.3563Keywords:
Integrasi Layanan Digital, Efisiensi Operasional, Data Envelopment Analysis (DEA), Technology Acceptance Model (TAM)Abstract
Fragmentasi platform layanan loket mengharuskan petugas berpindah antaraplikasi, melakukan input data berulang, dan mengelola beberapa antarmuka sistem. Penelitian ini menyusun strategi integrasi dengan menggabungkan pengukuran efisiensi relatif dan evaluasi penerimaan pengguna. Sebanyak 13 platform dianalisis sebagai decision-making unit menggunakan Data Envelopment Analysis model BCC berorientasi input, dengan biaya operasional aplikasi sebagai input dan transaction success rate sebagai output. Lima platform berada pada frontier efisiensi, sedangkan delapan platform masih memiliki peluang rasionalisasi biaya. Satu platform muncul sebagai peer dominan dan uji leave-one-out menunjukkan frontier yang relatif stabil. Rancangan integrasi kemudian disusun melalui antarmuka loket tunggal, lapisan orkestrasi, dan adapter layanan, sementara aplikasi legacy yang spesifik tetap dipertahankan sebagai backend. Evaluasi Technology Acceptance Model terhadap 150 pengguna internal dengan PLS-SEM menunjukkan bahwa perceived ease of use meningkatkan perceived usefulness, perceived usefulness membentuk attitude toward using, dan attitude toward using meningkatkan behavioral intention. Pengaruh langsung perceived ease of use terhadap attitude tidak signifikan, tetapi jalur tidak langsung melalui perceived usefulness dan attitude signifikan. Penelitian menghasilkan kerangka integrasi bertahap, di mana DEA digunakan untuk prioritisasi dan benchmarking, sedangkan kelayakan proses, ketergantungan teknis, dan penerimaan pengguna menentukan keputusan implementasi. Namun, evaluasi dampak operasional pascaimplementasi belum dilakukan, sehingga pengujian lanjutan diperlukan untuk menilai perubahan aktual pada waktu transaksi, biaya operasional, error rate, dan kualitas layanan.
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