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

Abstract

The Service Innovation perspective is important for organization because it's necessary to make a sustainable business operation in the future.In the context of implementation of Technology Information, the perspective of Service Innovation is also important. This phenomenon has also occure to PT.KAI in their effort to change in development of Technology Information System facilities in their busines process. The purpose of this study is to understand the role of Service Innovation perspective driving in the implementation of Technology Information System (TIS) in organization of services and To understand how should have 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. In the process of developing a Service Innovation through implementation of TIS facilities, an organization must follow the base on theory Success IT adoption in Service Organization. Research Design base on qualitative research; interview and FGD are conducted to people who have passionate with train’s services by PT.KAI. The result from the empirical study showed there were several problems occurred although there are many improvements as well in the implementation of TIS facilities specific online ticketing by PT.KAI.