Perceptions and Practices of Aligning Information Technology Strategy to Operational Performance: A Qualitative Approach at PT. PP SEMARANG DEMAK

Abstract

This study aims to provide an in-depth understanding of how information technology (IT) strategies are aligned with operational performance at PT PP Semarang Demak (PPSD), the company responsible for developing and operating the Semarang–Demak Toll Road. The research is motivated by the increasing demands of globalization, which require organizations to enhance efficiency, service speed, and decision-making through strategic technological adoption. A notable phenomenon prompting this study is the fluctuation in traffic volume observed between January and April 2024, which led PPSD to develop technological innovations, particularly the Automatic Lane System (LOS) utilizing RFID to accelerate toll transactions and reduce congestion. A qualitative approach with Eisenhardt’s case study method was employed. Data were collected through in-depth interviews with three key informants representing the Engineering, Operations, and Finance divisions, as well as direct observations conducted during an internship period from February 5 to June 4, 2024. Secondary data were obtained from internal company documents and relevant literature. Within-case and cross-case analyses were conducted to identify patterns related to perceptions, implementation practices, and challenges in integrating IT within PPSD’s operational environment.

The findings indicate that PPSD’s technological initiatives—particularly the RFID- based LOS system—are well-aligned with operational needs and have effectively

enhanced efficiency, accelerated service delivery, and supported overall operational performance. Despite these advantages, several challenges remain, including limited employee technological competencies, technical disruptions caused by extreme weather, user misunderstanding, and potential technology mismatch when procurement decisions are not supported by thorough validation. The company mitigates these issues through competency development programs, user education, routine maintenance procedures, and the application of Proof of Concept (PoC) before technological investment. Overall, the study concludes that the alignment of IT strategy plays a crucial role in improving operational performance at PPSD. Effective IT implementation provides operational advantages, enhances service quality, and offers valuable insights for the construction and infrastructure sector regarding the strategic use of technology to optimize project performance.