A Decision Framework for General Affairs Service Request Platform Using the Analytic Hierarchy Process at PT Huadian Bukit Asam Power

  • Antonius Maleakhi Marolop Institut Teknologi Bandung, Bandung, Indonesia
  • Pri Hermawan Institut Teknologi Bandung, Bandung, Indonesia
DOI: https://doi.org/10.31538/iijse.v9i2.10734
Keywords: Analytic Hierarchy Process, General Affairs, Low-Code Platform, Platform Selection, Service Request Management

Abstract

General Affairs (GA) service requests at PT Huadian Bukit Asam Power (HBAP) are currently managed through fragmented paper forms, spreadsheets, emails, and messaging applications, resulting in inefficient service delivery, limited request tracking, and inadequate audit trails. Selecting an appropriate digital platform is therefore essential to improve operational efficiency under limited organizational resources. This study aims to develop a practical decision framework for selecting the most suitable GA service request platform. The study applies the Analytic Hierarchy Process (AHP) to evaluate three platform alternatives: an in-house low-code solution, a bespoke application developed by an external consultant, and a commercial off-the-shelf (COTS) software solution. The evaluation criteria were derived from the Total Cost of Ownership, DeLone and McLean Information Systems Success Model, Technology Acceptance Model, and Diffusion of Innovations framework. Root cause analysis using the Five Whys and Fishbone diagram was conducted to define the decision problem. Pairwise comparisons were obtained from thirteen organizational stakeholders and analyzed using AHP with group judgment aggregation and consistency testing. The results indicate that service quality and user acceptance (28.0%) were considered the most important decision criterion, followed by governance and risk (24.0%), strategic fit and technical compatibility (23.6%), delivery speed and adaptability (17.6%), and five-year cost (6.8%). The in-house low-code platform achieved the highest overall priority (64.4%), outperforming the COTS solution (19.9%) and bespoke development (15.7%). The findings provide a transparent and evidence-based decision framework that supports sustainable digitalization of GA services and can be adapted for similar platform selection decisions in other organizational support functions.

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Published
2026-09-30
How to Cite
Marolop, A. M., & Hermawan, P. (2026). A Decision Framework for General Affairs Service Request Platform Using the Analytic Hierarchy Process at PT Huadian Bukit Asam Power. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 9(2), 13874-13889. https://doi.org/10.31538/iijse.v9i2.10734
Issue
Vol 9 No 2 (2026): Sharia Economics
Section
Articles

Copyright (c) 2026 Antonius Maleakhi Marolop, Pri Hermawan

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