| dc.description.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. | en_US |
