The Influence of Service Innovation, Time Management, and Technology Utilization on Operational Efficiency

Reviandi Reviandi; Sumiati Sumiati; Erdayono Erdayono; Wahidin Wahidin; Ali Sadikin; Yusuf Haidir

doi:10.32535/ijafap.v9i3.4623

The Influence of Service Innovation, Time Management, and Technology Utilization on Operational Efficiency

Reviandi Reviandi, Sumiati Sumiati, Erdayono Erdayono, Wahidin Wahidin, Ali Sadikin, Yusuf Haidir

Abstract

Organizations face increasing pressure to improve operational efficiency while maintaining service quality and controlling costs. This study examines whether service innovation, time management, and technology utilization affect operational efficiency among operational employees of PT Reska Multi Usaha, a transportation-support service company in Indonesia. A quantitative survey design was employed with 95 operational employees selected from a population of 1,917 employees using simple random sampling and a 10% margin of error. Data were analyzed using multiple linear regression. The results showed that service innovation positively affected operational efficiency (b = 0.432, p < 0.001), as did time management (b = 0.269, p < 0.001) and technology utilization (b = 0.424, p < 0.001). The simultaneous model was significant (F = 139.061, p < 0.001), and R² = 0.821, indicating that the three predictors jointly explained 82.1% of the variance in operational efficiency. Technology utilization had the largest standardized coefficient (b = 0.740). The findings suggest that transportation-support service organizations can strengthen operational efficiency by integrating process innovation, disciplined time allocation, and appropriate digital technologies into operational processes.

Keywords

KAI Services; operational efficiency; service innovation; technology utilization; time management.

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DOI: https://doi.org/10.32535/ijafap.v9i3.4623