Improving the Performance of the Digital Application "Shipmanager DNV" Based on the "ADKAR" Model of Change Management at PT. PIS
Abstract
Digital transformation within highly regulated maritime operations requires not only technological implementation but also structured organizational change. This study examines the effect of ADKAR-based change management (Awareness, Desire, Knowledge, Ability, Reinforcement) on the performance of the ShipManager DNV digital application at PT Pertamina International Shipping (PIS), and investigates whether User Experience and User Satisfaction moderate this relationship. A quantitative explanatory approach was employed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with 104 active system users. The results reveal that ADKAR has a strong and significant positive effect on digital application performance (β = 0.798; p < 0.001). The structural model explains 54.1% of the variance in performance (R² = 0.541) and demonstrates high predictive relevance (Q² = 0.505). In contrast, User Experience and Satisfaction do not significantly influence performance either directly or as moderating variables. These findings suggest that in mandatory, KPI-driven environments, digital transformation success is predominantly driven by structured change management rather than perceived system comfort. This study contributes to management literature by extending ADKAR application into a maritime fleet management context and highlighting boundary conditions of user experience in enforced digital systems.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51761
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