IDEAS home Printed from https://ideas.repec.org/a/alk/jbms00/v6y2024i5id7649.html

Proposed Strategy to Improve Product Innovation and Service Quality at Pegipegi

Author

Listed:
  • Raisha Nur Amalia

    (School of Business and Management ITB, Indonesia)

  • Leo Aldianto

    (School of Business and Management ITB, Indonesia)

Abstract

Indonesian people’s interest in Online Travel Agents (OTA) is relatively high, even though it experienced a decline from 2019 to 2021 due to the pandemic. There are still many people who choose to use Online Travel Agents (OTA) because it provides convenience and comfort. However, in Indonesia, the competition is quite tight, and Pegipegi needs to innovate its Products and Services. The objectives of this research are to improve product innovation to distinguish Pegipegi from its competitors and to improve the quality of service to increase its competitive advantage over its competitors. Digital Innovation and SERVQUAL Framework have been used to analyze the issue and identify the root cause. It has been found that Pegipegi Products and Services needs to develop and improve because the indicators are low criteria. The recommendation for the company is required to innovate and improve the Products and Services of Pegipegi. Product Innovation can be achieved by creating new products with advanced technology, such as through Gamification, Owned Media channels, and improving User Interface. On the other hand, service improvement can be done by combining technology such as involving ChatGPT in daily work and training customer service.

Suggested Citation

  • Raisha Nur Amalia & Leo Aldianto, 2024. "Proposed Strategy to Improve Product Innovation and Service Quality at Pegipegi," Journal of Business and Management Studies, Al-Kindi Center for Research and Development, vol. 6(5), pages 85-93, August.
    • Handle: RePEc:alk:jbms00:v:6:y:2024:i:5:id:7649
    DOI: 10.32996/jbms.2024.6.5.10
    as

    Download full text from publisher

    File URL: https://al-kindipublisher.com/index.php/jbms/article/view/7649
    File Function: Abstract page
    Download Restriction: no
    File URL: https://al-kindipublisher.com/index.php/jbms/article/download/7649/6671
    File Function: Full text
    Download Restriction: no
    File URL: https://libkey.io/10.32996/jbms.2024.6.5.10?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:alk:jbms00:v:6:y:2024:i:5:id:7649. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Al-Kindi Center for Research and Development (email available below). General contact details of provider: https://al-kindipublisher.com/index.php/jbms .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.