The Role of Management Information Systems in Optimizing Digital Services at Tiket.com

Abstract

Digital transformation has encouraged organizations to optimize digital services through the utilization of Management Information Systems (MIS) to enhance operational efficiency and service quality. This study aims to analyze the role of Management Information Systems in optimizing digital services at Tiket.com based on findings from previous studies. The research employed a Systematic Literature Review (SLR) method, with literature sources obtained from the Scopus, Google Scholar, and DOAJ databases. The reviewed articles were selected based on inclusion criteria, namely scientific publications published between 2021 and 2026 and relevant to the research topic. The findings indicate that MIS plays a strategic role in supporting digital transformation through improved operational efficiency, information quality, data integration, decision-making speed, and service quality optimization. The implementation of MIS has also been proven to enhance customer satisfaction, business process effectiveness, and organizational competitiveness. However, the success of MIS implementation is influenced by technological infrastructure readiness, human resource competencies, data security, and the organization's ability to manage change. Furthermore, the review identified several research gaps, including the limited number of quantitative studies, the lack of research focusing on Online Travel Agent (OTA) platforms such as Tiket.com, and the low level of integration between MIS and emerging technologies such as Artificial Intelligence, Big Data Analytics, and cloud computing. Therefore, further research is needed to develop more adaptive MIS implementation models to support the optimization of digital services in the online travel industry.