{"id":"https://openalex.org/W7215715166","doi":"https://doi.org/10.35335/mantik.v6i2.2604","title":"Key Performance Indicator Analysis In Improving The Quality Of Excellent Service On Globalxtreme Companies","display_name":"Key Performance Indicator Analysis In Improving The Quality Of Excellent Service On Globalxtreme Companies","publication_year":2022,"publication_date":"2022-07-14","ids":{"openalex":"https://openalex.org/W7215715166","doi":"https://doi.org/10.35335/mantik.v6i2.2604"},"language":"en","primary_location":{"id":"pmh:oai:ojs2.iocscience.org:article/2604","doi":"https://doi.org/10.35335/mantik.v6i2.2604","is_oa":true,"landing_page_url":"https://iocscience.org/ejournal/index.php/mantik/article/view/2604","pdf_url":"https://iocscience.org/ejournal/index.php/mantik/article/download/2604/2114","source":{"id":"https://openalex.org/S4210237956","display_name":"Jurnal Mantik","issn_l":"2685-4236","issn":["2685-4236"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312730","host_organization_name":"Institute of Computer Science","host_organization_lineage":["https://openalex.org/P4310312730"],"host_organization_lineage_names":["Institute of Computer Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.35335/mantik.v6i2","raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://iocscience.org/ejournal/index.php/mantik/article/download/2604/2114","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5109453527","display_name":"Bagus Kusuma Wijaya","orcid":"https://orcid.org/0000-0002-1649-6034","observed_orcids":["https://orcid.org/0000-0002-1649-6034"]},"institutions":[{"id":"https://openalex.org/I4405260971","display_name":"Institut Bisnis dan Teknologi Indonesia","ror":"https://ror.org/04hxybt44","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405260971"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Wijaya, Bagus Kusuma","raw_affiliation_strings":["Institut Bisnis dan Teknologi Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Bisnis dan Teknologi Indonesia","institution_ids":["https://openalex.org/I4405260971"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5024752924","display_name":"I Dewa Ayu Agung Tantri Pramawati","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405260971","display_name":"Institut Bisnis dan Teknologi Indonesia","ror":"https://ror.org/04hxybt44","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405260971"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Pramawati, I Dewa Ayu Agung Tantri","raw_affiliation_strings":["Institut Bisnis dan Teknologi Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Bisnis dan Teknologi Indonesia","institution_ids":["https://openalex.org/I4405260971"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033959427","display_name":"Abdul Samad Arief","orcid":"https://orcid.org/0000-0001-5104-4386","observed_orcids":["https://orcid.org/0000-0001-5104-4386"]},"institutions":[{"id":"https://openalex.org/I4210157237","display_name":"Universitas Fajar","ror":"https://ror.org/05whqt140","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210157237"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Arief, Abdul Samad","raw_affiliation_strings":["Universitas Fajar"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Fajar","institution_ids":["https://openalex.org/I4210157237"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029428140","display_name":"Mustika Wati Alfia Ningtyas","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I205133468","display_name":"Universitas Airlangga","ror":"https://ror.org/04ctejd88","country_code":"ID","type":"education","lineage":["https://openalex.org/I205133468"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Ningtyas, Mustika Wati Alfia","raw_affiliation_strings":["Universitas Airlangga"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Airlangga","institution_ids":["https://openalex.org/I205133468"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5155307041","display_name":"Umi Juniyarti","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405260971","display_name":"Institut Bisnis dan Teknologi Indonesia","ror":"https://ror.org/04hxybt44","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405260971"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Juniyarti, Umi","raw_affiliation_strings":["Institut Bisnis dan Teknologi Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Bisnis dan Teknologi Indonesia","institution_ids":["https://openalex.org/I4405260971"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.3113,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.53951396,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10797","display_name":"Accounting and Organizational Management","score":0.8192999958992004,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10797","display_name":"Accounting and Organizational Management","score":0.8192999958992004,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.05469999834895134,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.01899999938905239,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/key-performance-indicators","display_name":"key performance indicators","score":0.984000027179718},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6830000281333923},{"id":"https://openalex.org/keywords/customer-service-excellence","display_name":"customer service excellence","score":0.8090000152587891},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.609000027179718},{"id":"https://openalex.org/keywords/customer-reactivation","display_name":"customer reactivation","score":0.5720000267028809},{"id":"https://openalex.org/keywords/internet-service-providers","display_name":"internet service providers","score":0.7860000133514404},{"id":"https://openalex.org/keywords/performance-evaluation-human-resources","display_name":"performance evaluation (human resources)","score":0.4390000104904175}],"concepts":[{"id":"https://openalex.org/C135510737","wikidata":"https://www.wikidata.org/wiki/Q860554","display_name":"Performance indicator","level":2,"score":0.6773999929428101},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5921000242233276},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5504000186920166},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.5149999856948853},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5033000111579895},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47049999237060547},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4666000008583069},{"id":"https://openalex.org/C86251818","wikidata":"https://www.wikidata.org/wiki/Q816754","display_name":"Benchmarking","level":2,"score":0.4625999927520752},{"id":"https://openalex.org/C185798385","wikidata":"https://www.wikidata.org/wiki/Q1161707","display_name":"Benchmark (surveying)","level":2,"score":0.4512999951839447},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.4489000141620636},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.4406000077724457},{"id":"https://openalex.org/C199521495","wikidata":"https://www.wikidata.org/wiki/Q181487","display_name":"Audit","level":2,"score":0.42800000309944153},{"id":"https://openalex.org/C141571065","wikidata":"https://www.wikidata.org/wiki/Q1771949","display_name":"Performance measurement","level":2,"score":0.414000004529953},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4058000147342682},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4050999879837036},{"id":"https://openalex.org/C2777352838","wikidata":"https://www.wikidata.org/wiki/Q5419420","display_name":"Excellence","level":2,"score":0.38670000433921814},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.3774000108242035},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3601999878883362},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.3450999855995178},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3027999997138977},{"id":"https://openalex.org/C2778597612","wikidata":"https://www.wikidata.org/wiki/Q7097786","display_name":"Operational excellence","level":2,"score":0.298799991607666},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.29820001125335693},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.28279998898506165},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.2822999954223633},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.27880001068115234},{"id":"https://openalex.org/C184356942","wikidata":"https://www.wikidata.org/wiki/Q830382","display_name":"Best practice","level":2,"score":0.2750999927520752},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.263700008392334},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.2558000087738037},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.25429999828338623},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.25270000100135803}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:ojs2.iocscience.org:article/2604","doi":"https://doi.org/10.35335/mantik.v6i2.2604","is_oa":true,"landing_page_url":"https://iocscience.org/ejournal/index.php/mantik/article/view/2604","pdf_url":"https://iocscience.org/ejournal/index.php/mantik/article/download/2604/2114","source":{"id":"https://openalex.org/S4210237956","display_name":"Jurnal Mantik","issn_l":"2685-4236","issn":["2685-4236"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312730","host_organization_name":"Institute of Computer Science","host_organization_lineage":["https://openalex.org/P4310312730"],"host_organization_lineage_names":["Institute of Computer Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.35335/mantik.v6i2","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:ojs2.iocscience.org:article/2604","doi":"https://doi.org/10.35335/mantik.v6i2.2604","is_oa":true,"landing_page_url":"https://iocscience.org/ejournal/index.php/mantik/article/view/2604","pdf_url":"https://iocscience.org/ejournal/index.php/mantik/article/download/2604/2114","source":{"id":"https://openalex.org/S4210237956","display_name":"Jurnal Mantik","issn_l":"2685-4236","issn":["2685-4236"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312730","host_organization_name":"Institute of Computer Science","host_organization_lineage":["https://openalex.org/P4310312730"],"host_organization_lineage_names":["Institute of Computer Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.35335/mantik.v6i2","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7215715166.pdf","grobid_xml":"https://content.openalex.org/works/W7215715166.grobid-xml"},"referenced_works_count":5,"referenced_works":["https://openalex.org/W2945224206","https://openalex.org/W3030437083","https://openalex.org/W3035465814","https://openalex.org/W3112858187","https://openalex.org/W3116819467"],"related_works":["https://openalex.org/W2266644664","https://openalex.org/W2616486688","https://openalex.org/W4415533584","https://openalex.org/W4393121651","https://openalex.org/W590536434","https://openalex.org/W3038409498","https://openalex.org/W7219369328","https://openalex.org/W3112524271","https://openalex.org/W2055583237","https://openalex.org/W73806784"],"abstract_inverted_index":{"In":[0,165],"line":[1],"with":[2,181],"the":[3,34,58,150,159,169,193,205,207,215,218,228,239],"development":[4],"of":[5,137,154,171],"technology":[6,102],"and":[7,103,190,192,202,244],"information":[8],"in":[9,29,46,57,72,101,109,112,130,145,157,238],"Indonesia":[10],"is":[11,16,65,77,90,97,139,175,233],"multiplying.":[12],"Competition":[13],"between":[14,37],"companies":[15,71],"getting":[17],"tougher.":[18],"A":[19],"policy":[20],"base":[21],"can":[22,53,121],"satisfy":[23],"customers'":[24],"wishes":[25],"to":[26,42,79,222,226],"anticipate":[27],"competition":[28,36],"a":[30,39,87,98,118,125,140,147],"company's":[31],"plans.":[32],"With":[33,114],"intense":[35],"competitors,":[38],"company":[40,74,82,99,128,148,240],"needs":[41,51],"have":[43,162],"good":[44,199],"quality":[45],"service":[47,133,220,225],"by":[48,105],"satisfying":[49],"customer":[50,219,224],"which":[52,138],"be":[54,122],"an":[55,66,155,211,234],"advantage":[56],"competition.":[59],"Companies":[60],"need":[61,117],"measurement":[62],"because":[63],"it":[64,174],"essential":[67],"tool":[68],"that":[69,76,83,120,161,177],"supports":[70],"measuring":[73],"performance":[75,129],"easy":[78],"visualize.":[80],"One":[81],"uses":[84],"KPI":[85,172,208,229],"as":[86,124],"Service":[88,195],"Standard":[89],"GlobalXtreme":[91,94],"Bali":[92,95],"Branch.":[93],"Branch":[96],"engaged":[100],"IT":[104],"providing":[106],"internet":[107],"services":[108],"several":[110],"areas":[111],"Bali.":[113],"this,":[115],"we":[116],"benchmark":[119,126],"used":[123],"for":[127,214,236],"achieving":[131,158],"this":[132,166],"excellence":[134],"goal,":[135],"one":[136],"Key":[141],"Performance":[142],"Indicator":[143],"(KPI)":[144],"helping":[146],"determine":[149],"success":[151],"or":[152,179],"failure":[153],"agency":[156],"targets":[160],"been":[163],"set.":[164],"study,":[167],"from":[168],"use":[170],"calculations,":[173],"known":[176],"indicators":[178],"processes":[180],"Audit":[182],"Values":[183],"??which":[184],"include":[185],"Observation,":[186],"FCR,":[187],"Knowledge":[188],"Test":[189],"Reactivation":[191],"Customer":[194],"Team,":[196],"must":[197],"achieve":[198,227],"Revenue":[200],"Targets":[201],"CSAT.":[203],"From":[204],"beginning,":[206],"target":[209],"became":[210],"evaluation":[212,235],"material":[213],"company,":[216],"especially":[217],"team,":[221],"improve":[223],"target.":[230],"This":[231],"result":[232],"superiors":[237],"regarding":[241],"performance,":[242],"teamwork,":[243],"initiative.":[245]},"counts_by_year":[{"year":2023,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-10-03T00:00:00"}
