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Strategy Selection to Enhance Customer Data Quality using AHP: Case Study of General Insurance Company (PT XYZ)

IJCCS (Indonesian Journal of Computing and Cybernetics Systems) · Vol. 18 No. 4 (2024) · pp. 393–404

DOI
10.22146/ijccs.99263
ISSN
2460-7258, 1978-1520
Published
2024-10-31
Publisher
IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.
Language
eng
License
creativecommons.org/licenses/by-sa/4.0

Abstract

This study examines strategies to enhance customer data quality at PT XYZ, a general insurance company, which is crucial for strategic decision-making and revenue growth. The importance of this topic lies in its potential to significantly improve operational efficiency and customer satisfaction. The Analytical Hierarchy Process (AHP) is utilized to select the optimal strategy from available alternatives. The research begins by establishing criteria and identifying alternative strategies to improve customer data quality. Expert evaluations are conducted based on four criteria: cost, time, security, and availability. Four experts are involved, chosen for their expertise in technology and organizational impact. The experts include a Senior IT Business Intelligence, a Data Analyst, a Unit Head of IT Infrastructure & Security Department, and a Division Head of Digital. The findings highlight that the strategy of Strengthening Collaboration Across Departments, with a value of 0.455, is the most effective. This strategy emphasizes interdepartmental cooperation to enhance data quality. The results underscore the long-term benefits of improved operational efficiency and customer satisfaction despite initial investment challenges, demonstrating the practical application of AHP in organizational settings.

Keywords

Collaboration network of the authors

11 authors · 22 co-authorship links · 10 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • University of Indonesia
  • Universitas Nusa Mandiri
  • Mercu Buana University
  • Universitas Islam Negeri Maulana Malik Ibrahim
  • Michigan State University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Dwiza RianaUniversitas Nusa Mandiri1
Yudi RamdhaniAffiliation unknown1
Rizki Tri PrasetioAffiliation unknown1
Aniati Murni ArymurthyUniversity of Indonesia1
Hisyam FahmiUniversitas Islam Negeri Maulana Malik Ibrahim1
Devi FitrianahMercu Buana University1
Pang‐Ning TanMichigan State University1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/ijccs/oai, first harvested 26 Okt 2026, last seen 26 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Strategy Selection to Enhance Customer Data Quality using AHP: Case Study of General Insurance Company (PT XYZ)</dc:title>
	<dc:creator>Syafira, Adinda Rizkita</dc:creator>
	<dc:creator>Hidayanto, Achmad Nizar</dc:creator>
	<dc:creator>Nugroho, Widijanto Satyo</dc:creator>
	<dc:creator>Samik-Ibrahim, Rahmat Mustafa</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:subject xml:lang="en-US">Customer Data Quality; Analytical Hierarchy Process (AHP); Interdepartmental Collaboration; Operational Efficiency; Customer Satisfaction</dc:subject>
	<dc:description xml:lang="en-US">This study examines strategies to enhance customer data quality at PT XYZ, a general insurance company, which is crucial for strategic decision-making and revenue growth. The importance of this topic lies in its potential to significantly improve operational efficiency and customer satisfaction. The Analytical Hierarchy Process (AHP) is utilized to select the optimal strategy from available alternatives. The research begins by establishing criteria and identifying alternative strategies to improve customer data quality. Expert evaluations are conducted based on four criteria: cost, time, security, and availability. Four experts are involved, chosen for their expertise in technology and organizational impact. The experts include a Senior IT Business Intelligence, a Data Analyst, a Unit Head of IT Infrastructure &amp; Security Department, and a Division Head of Digital. The findings highlight that the strategy of Strengthening Collaboration Across Departments, with a value of 0.455, is the most effective. This strategy emphasizes interdepartmental cooperation to enhance data quality. The results underscore the long-term benefits of improved operational efficiency and customer satisfaction despite initial investment challenges, demonstrating the practical application of AHP in organizational settings. </dc:description>
	<dc:publisher xml:lang="en-US">IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.</dc:publisher>
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	<dc:date>2024-10-31</dc:date>
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	<dc:identifier>https://journal.ugm.ac.id/ijccs/article/view/99263</dc:identifier>
	<dc:identifier>10.22146/ijccs.99263</dc:identifier>
	<dc:source xml:lang="en-US">IJCCS (Indonesian Journal of Computing and Cybernetics Systems); Vol 18, No 4 (2024): October; 393-404</dc:source>
	<dc:source>2460-7258</dc:source>
	<dc:source>1978-1520</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/ijccs/article/view/99263/40367</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2024 IJCCS (Indonesian Journal of Computing and Cybernetics Systems)</dc:rights>
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