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检索条件"机构=Master Program in Information Systems"

共 602 条记录，以下是81-90 订阅

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Sentiment Analysis of Digital Customer Service Helpdesk Tickets: A Comparison between BERT and SVM

Sentiment Analysis of Digital Customer Service Helpdesk Tick...

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International Conference on Computer Engineering, Network and Intelligent Multimedia (CENIM)

作者： Jayusman Riyanto Jayadi Information Systems Management Department BINUS Graduate Program - Master of Information Systems Management Bina Nusantara University Jakarta Indonesia

ISBN: (数字)9798350368802

ISBN: (纸本)9798350368819

This research aimed to perform a comparative analysis of the effectiveness of customer support systems and the management of helpdesk tickets, which play a pivotal role in maintaining customer satisfaction and loyalty in the current digital age. As helpdesk tickets surge in number, leveraging automation to accurately gauge and address customer emotions becomes essential. This research introduces the application of Bidirectional Encoder Representations from Transformers (BERT), a sophisticated natural language processing (NLP) technique, for analyzing the sentiments expressed in helpdesk tickets of digital products. A BERT model was crafted and trained to categorize the sentiments of these tickets as either positive, negative, or neutral. This endeavor aims to equip businesses with deeper insights, enabling them to improve their approach to customer service. The model underwent training with a collection of helpdesk tickets from a variety of digital products, such as software, mobile applications, and online services, featuring a total of 8,240 entries with a distribution of 991 negative, 6,613 neutral, and 636 positive comments. Findings reveal that the BERT model outshines the Support Vector Machine in accuracy, achieving a 90% success rate versus the latter's 88%.

关键词： Support vector machines Sentiment analysis Accuracy Customer services Computational modeling Customer satisfaction Bidirectional control Transformers Encoding Context modeling

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Integration of the Use of Conventional Technology Towards Smart Home Technology for People in the City of Jakarta 10

Integration of the Use of Conventional Technology Towards Sm...

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10th International Conference on ICT for Smart Society, ICISS 2023

作者： Oktavia, Tanty Lintang, Febian Wijaya Ongko, Gerald Christian Benedicta, Griselda Valerie Michelle Sembiring, Vieri Aska Juneio Ananta, Zaldy Raditya Hosoda, Takaaki Gaol, Ford Lumban Bina Nusantara University BINUS Graduate Program - Master of Information Systems Management Information Systems Management Department Jakarta11480 Indonesia School of Information Systems Bina Nusantara University Information Systems Department Jakarta11480 Indonesia Advanced Institute of Industrial Technology Decision Science Department Tokyo Japan Bina Nusantara University BINUS Graduate Program - Doctor of Computer Science Computer Science Department Jakarta11480 Indonesia

ISBN: (纸本)9798350339543

Smart Home technology offers technological concepts that can be controlled through smart devices to make it easier for the community. Therefore, smart home technology is starting to seize the home electronics market in Indonesia, especially in the city of Jakarta. This study aims to determine the integration of conventional technology into smart home technology for people in Jakarta. The research model in this study uses UTAUT2 which analyzes nine variables, namely Perceived Usefulness, Perceived Cost, Perceived Ease of Use, Social Influence, Perceived Compatibility, Trust, Perceived Pleasure, and Effort Expectations, Intention to Use Smart Home Technology. After the responses were received, data analysis was carried out using the PLS-SEM approach with the SmartPLS application. The results of this study show that there are many people who live in Jakarta who are helped by the presence of smart home technology. However, there are some people who don't really know how to use a smart home because of a lack of knowledge about this technology. © 2023 IEEE.

关键词： Technology transfer

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Optimizing Customer Retention in Urban Laundry Services: A Comparative Analysis of Machine Learning Algorithms in Jakarta's MSME Sector

Optimizing Customer Retention in Urban Laundry Services: A C...

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International Conference on information Management and Technology (ICIMTech)

作者： Rhisa Adika Putri Tuga Mauritsius Bryan Ananda Riyanto Jayadi Information Systems Management Department BINUS Graduate Program - Master of Information Systems Management Bina Nusantara University Jakarta Indonesia

ISBN: (数字)9798350390025

ISBN: (纸本)9798350390032

In the rapidly urbanizing context of major cities such as Jakarta, the demand for efficient and rapid laundry services poses a considerable challenge, particularly within residential settings like boarding houses or dormitories in Central Jakarta, where access to communal laundry facilities is markedly constrained. Against this backdrop, laundry enterprises categorized under Micro, Small, and Medium Enterprises (MSMEs) in the service sector have witnessed significant growth. These services typically encompass the collection, washing, drying, folding, and delivery of laundry to the customer's domicile. Nevertheless, the burgeoning proliferation of laundry businesses has precipitated intensified competition within the sector, compelling these enterprises to devise strategies for customer retention and revenue augmentation. This research endeavors to delineate effective strategies and solutions to navigate the competitive landscape of the laundry industry. The study undertakes a meticulous evaluation of various machine learning algorithms, including Decision Tree, Logistic Regression, Naïve Bayes, Support Vector Machine, Random Forest, XGBoost, LightGBM, and CatBoost, based on their performance with unseen data. This evaluation employs a comprehensive set of metrics such as precision, recall, Fl-score, and ROC AUC to determine the efficacy of each model. The findings reveal that the CatBoost Classifier algorithm outperforms others, achieving a training accuracy of 95.9% and a testing accuracy of 85.7 % . The novelty of this study lies in its comprehensive comparison of multiple machine learning algorithms in the context of MSMEs in Jakarta's laundry sector, highlighting the superior performance of the CatBoost algorithm. Furthermore, the study contributes by demonstrating the practical application of these algorithms to improve customer retention strategies, enhance service quality, and optimize marketing tactics. Based on these results, the study recommends the impl

关键词： Support vector machines Machine learning algorithms Accuracy Boosting Prediction algorithms Real-time systems Classification algorithms Random forests Business Testing

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How Privacy and Security Concerns Impact the Intention to Engage with Personalization Using Cookies and Collected Data

How Privacy and Security Concerns Impact the Intention to En...

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Intelligent Cybernetics Technology & Applications (ICICyTA), International Conference on

作者： Jason Matthew Wahyu Sardjono Information Systems Management Department Binus Graduate Program - Master of Information Systems Management Bina Nusantara University Jakarta Indonesia

ISBN: (数字)9798331506490

ISBN: (纸本)9798331506506

The ubiquitous nature of online platforms has fostered the proliferation of personalization technologies. These technologies, powered by the collection and analysis of user data through cookies, are employed by organizations to enhance user experience by tailoring content and recommendations. While personalization offers the potential to improve user satisfaction and engagement, it also raises significant privacy and security concerns. This research delves into the intricate relationship between perceived privacy and security risks and user intentions to engage with personalized services. Drawing upon the dual-factor theory, this study posits that individuals' perceptions of privacy and security risks associated with data collection act as inhibitors, while the perceived benefits of personalization serve as enablers. To empirically examine these relationships, a comprehensive survey was conducted. The findings underscore the significant impact of privacy and security concerns on users' willingness to embrace personalized experiences. As individuals become increasingly aware of the potential risks associated with data sharing, organizations must adopt strategies to mitigate these concerns and foster trust. The implications of this research are far-reaching. By understanding the factors that influence users' decisions to engage with personalized services, organizations can develop effective strategies to balance the benefits of personalization with the need to protect user privacy and security. This research contributes to the growing body of knowledge on the intersection of technology, privacy, and consumer behavior, providing valuable insights for both academic researchers and industry practitioners.

关键词： Surveys Industries Privacy Data privacy Consumer behavior Inhibitors Organizations Data collection User experience Security

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Critical Success Factor of Discord Usage: A Systematic Literature Review

Critical Success Factor of Discord Usage: A Systematic Liter...

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Intelligent Cybernetics Technology & Applications (ICICyTA), International Conference on

作者： Natalicia Margatan Tanty Oktavia Information Systems Management Department BINUS Graduate Program – Master of Information Systems Management Bina Nusantara University Jakarta Indonesia

ISBN: (数字)9798331506490

ISBN: (纸本)9798331506506

Discord has evolved from a gaming-centric communication tool into a platform widely used in education, professional settings, and community building. This systematic literature review explores the critical success factors (CSFs) driving Discord's growth from 2019 to 2024, focusing on ease of use, cross-platform compatibility, customization, and integration with tools like GitHub and YouTube. In education, Discord's real-time and asynchronous communication features enhance student engagement, support remote learning, and foster interactive classrooms. In professional contexts, its adaptability aids project collaboration, workflow efficiency, and remote team management, making it a valuable workplace tool. User satisfaction averages 85%, with a reported 20% increase in workflow efficiency among teams. However, challenges such as information overload and privacy concerns limit its effectiveness, underscoring the need for improved protocols and security. These findings highlight Discord's user-centered design and feature versatility as key success factors. Despite its strengths, research gaps remain regarding its long-term impact on productivity and user satisfaction outside gaming. Addressing these through future studies is crucial for maximizing Discord's potential in reshaping communication, collaboration, and community building.

关键词： Surveys Privacy Video on demand Education Buildings User centered design Collaboration Security Web sites Systematic literature review

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Disaster recovery plan implementation evaluation model at the corporation 7

Disaster recovery plan implementation evaluation model at th...

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7th information systems International Conference, ISICO 2023

作者： Sardjono, Wahyu Perdana, Widhilaga Gia Putra, Gustian Rama Information Systems Management Department BINUS Graduate Program - Master of Information Systems Management Bina Nusantara University Jakarta11480 Indonesia Post Graduate Program of Management Science State University of Jakarta Jl. R.Mangun Muka Raya No.11 Jakarta Timur Jakarta13220 Indonesia Computer Science Study Program Faculty of Mathematics & Natural Sciences Pakuan University Bogor Indonesia

The application of information technology in addition to making internal business processes more effective and efficient, is also to improve customer service. This role is important for companies to maintain the sustainability of information systems as a strategic tool for competitive advantage so system availability is absolutely essential. Research related to the Disaster Recovery Plan (DRP) needs to be carried out to see the readiness of a corporation to build a backup system in different places and locations. By using the method of factor analysis and regression analysis to form an evaluation model, it will obtain an overview of what factors must be considered and what the current conditions are. The results of the study show that there are Core Technical DRP, Organizational Preparation, and Costing factors which are the main variables in supporting DRP readiness. The conclusion from this study, through these three new factors a mathematical model can be built as a reference for improving DRP implementation in corporations. © 2023 The Authors. Published by Elsevier B.V.

关键词： Factor analysis

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Analysis of Factors Influencing Decisions to Purchase Airline Tickets Online during the Covid-19 Pandemic

Analysis of Factors Influencing Decisions to Purchase Airlin...

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2023 International Conference on Computer Science, information Technology and Engineering, ICCoSITE 2023

作者： Lie, Yulius Perbangsa, Anzaludin Samsinga Pardamean, Bens Bina Nusantara University School of Information Systems Information System Department Jakarta11480 Indonesia Bina Nusantara University BINUS Graduate Program - Master of Computer Science Computer Science Department Jakarta11480 Indonesia

ISBN: (纸本)9798350320954

The background of this research is the condition of the covid-19 pandemic which has an impact on online ticket sales. Meanwhile, when future of covid-19 pandemic is starting to become clearer, we are going to have a lot more infections but hopefully a lot fewer hospitalizations, people began to travel long distances that had been delayed by implementing health protocols. Airfare competition can influence the decision to buy airline tickets. Various things have been done to attract the attention of buyers. This research is a non-experimental quantitative research. Population in this research was people who have purchased plane tickets online during the covid-19 pandemic, and the sample were 113 respondents age between 15 and 64. Sampling technique used was simple random sampling. Analysis of the data used in this study using multicollinearity, heteroscedasticity, multiple linear, T-test, F-test, and coefficient of determination test. It was concluded that price, promotion, and lifestyle variables can influence online purchasing decisions. © 2023 IEEE.

关键词： Sales

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Digital Twin (DT) Smart City for Air Quality Management 8

Digital Twin (DT) Smart City for Air Quality Management

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8th International Conference on Computer Science and Computational Intelligence, ICCSCI 2023

作者： Ariansyah, Dedy Isnan, Mahmud Rahutomo, Reza Pardamean, Bens Bioinformatics and Data Science Research Center Bina Nusantara University Jakarta11480 Indonesia Information Systems Department School of Information Systems Bina Nusantara University Jakarta11480 Indonesia Computer Science Department BINUS Graduate Program-Master of Computer Science Program Bina Nusantara University Jakarta11480 Indonesia

Air pollution is a pressing issue in cities, and managing air quality poses a challenge for urban designers and decision-makers. This study proposes a Digital Twin (DT) Smart City integrated with Mixed Reality technology to enhance visualization and collaboration for addressing urban air pollution. The research adopts an applied research approach, with a focus on developing a DT framework. A use case of DT development for Jakarta, the capital of Indonesia, is presented. By integrating air quality data, meteorological information, traffic patterns, and urban infrastructure data, the DT provides a comprehensive understanding of air pollution dynamics. The visualization capabilities of the DT, utilizing Mixed Reality technology, facilitate effective decision-making and the identification of strategies for managing air quality. However, further research is needed to address data management challenges to build a DT for Smart City at scale. © 2023 The Authors. Published by Elsevier B.V.

关键词： Augmented Reality Digital Twin Mixed Reality Smart City

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Assessing the Usability and User Acceptance of an E-Commerce Application Through a Combined SUMI and TAM Framework 5

Assessing the Usability and User Acceptance of an E-Commerce...

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5th International Conference on Advances in Electrical, Electronics and Computing Technology, EECT 2025

作者： Immanuel, Jason Thoyyibah, T. Information Systems Management Department BINUS Graduate Program-Master of Information System Management Bina Nusantara University Jakarta Indonesia

ISBN: (纸本)9798331541545

In this study, a combined approach using the Software Usability Measurement Inventory (SUMI) and the Technology Acceptance Model (TAM) is employed to evaluate an e-commerce application's usability and user acceptance. Usability plays a significant role in shaping consumer satisfaction, while user acceptance is crucial for the application's success in a competitive market. This research explores how users interact with the platform, aiming to identify usability issues and factors influencing user acceptance. Key usability criteria, including visual appeal, information clarity, and ease of navigation, are analyzed alongside TAM constructs such as perceived usefulness and ease of use. The study's primary objective is to uncover the platform's strengths and weaknesses, providing insights into functionality, design, and user acceptance. By addressing identified usability concerns and understanding the factors driving user adoption, the research aims to enhance customer satisfaction and engagement. Ultimately, the findings are expected to guide the development of a more user-friendly interface, improving the e-commerce platform's overall effectiveness, user experience, and market competitiveness. © 2025 IEEE.

关键词： User experience

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Assessing the Usability and User Acceptance of an E-Commerce Application Through a Combined SUMI and TAM Framework

Assessing the Usability and User Acceptance of an E-Commerce...

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Advances in Electrical, Electronics and Computing Technology (EECT), International Conference on

作者： Jason Immanuel Thoyyibah T Information Systems Management Department BINUS Graduate Program-Master of Information System Management Bina Nusantara University Jakarta Indonesia

ISBN: (数字)9798331541545

ISBN: (纸本)9798331541552

关键词： Visualization Technology acceptance model Navigation Customer satisfaction Electric variables measurement User experience Software Electronic commerce Software measurement Usability

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