Strategic Agility and Information Systems: Online Complaints in the Licensing Service Process
This study aims to understand the application of the principles of strategic agility and online complaint information systems in licensing services and the factors that influence them. The research method used is quantitative descriptive with a population of 724 people, while the sample is 10% or 72 respondents. Data collection techniques are observation, questionnaire, literature study, and interview. Data processing using simple regression with the help of Statistical Product and Service Solutions (SPSS) 16.0 for windows. The results showed that the application of an online complaint system was in a good category and had a significant effect. The most influential factors on the application of information systems and online complaints in the licensing service process are the characteristics of workers with the highest average percentage then followed by management practices and environmental characteristics, while the lowest effect is organizational characteristics. The importance of strategic agility in a local government organization, especially in licensing services by having the ability to react, the ability to adapt, flexibility, and competitiveness. Only with that capability, online complaint services will be better through commitment and innovation.
Keywords: Strategic Agility, Information System, Online Complaint, Licensing Services.