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All Journal Enrichment : Journal of Management International Journal of Applied Finance and Business Studies
Ade Oki Pebiansyah
Institut Digital Ekonomi LPKIA, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The influence of service quality on customer satisfaction: a study on frame check service at PT Daya Adicipta Motora Bandung Ade Oki Pebiansyah; Gumi Gumilang Wirakanda; Ervie Nur Afifa M; Ajeng Oktaviani
Enrichment : Journal of Management Vol. 16 No. 2 (2026): June: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v16i2.2512

Abstract

The fierce competition in Indonesia's automotive sector compels businesses to focus on after-sales services alongside vehicle sales to maintain customer satisfaction and loyalty. While previous studies have extensively explored general service quality, there remains a prominent research gap regarding its integration with specific voucher-based incentive programs in motorcycle after-sales services. Addressing this gap, the novelty of this study lies in its specific examination of the Frame Check Service (LCR) program at PT Daya Adicipta Motora in Bandung, evaluating how targeted service quality dimensions influence customer satisfaction. A quantitative approach was employed using a survey method with a five-point Likert-scale questionnaire. The sample comprised 74 respondents, calculated via the Slovin formula, and data were analyzed using simple linear regression, along with validity and reliability tests in SPSS version 27. The findings indicate that customer satisfaction is strong, with an average score of 4.14, and service quality is assessed as very high, with an average score of 4.25. Empirical regression outputs reveal that service quality exerts a statistically significant positive effect on customer satisfaction, evidenced by a coefficient of 0.935 and a constant of 9.134. Furthermore, the coefficient of determination (R²) of 45.5% represents the model’s ability to explain the variation in customer satisfaction, with the remaining variance attributable to other factors such as cost, promotions, and overall service experience. This study contributes to the service management literature by providing empirical evidence on the dynamics between specialized service programs and consumer satisfaction. Practically, the findings suggest that businesses should enhance customer retention strategies, improve the convenience of service locations, and develop long-lasting loyalty programs
Effectiveness of an automated billing management system for invoice generation in a logistics company Eliza Viandrayani Aziz; Tengku Ine Hendriana; Ade Oki Pebiansyah; Rini Ratnaningsih; Savira Putri Calista
International Journal of Applied Finance and Business Studies Vol. 14 No. 1 (2026): June: Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v14i1.505

Abstract

Efficient revenue management is crucial for PT Jalur Nugraha Ekakurir (JNE) amidst surging delivery volumes. To optimize billing and reduce manual errors from the legacy MyOrion system, JNE migrated to the RAISE Billing Management System. However, implementation faces operational constraints including synchronization gaps requiring manual reconciliation, lengthy maintenance downtimes, and rigid administrative validations that hinder cash flow. This study evaluates RAISE's operational effectiveness at JNE Gedebage's Revenue Assurance unit, mapping billing procedures, identifying systemic bottlenecks, and formulating strategic solutions. Utilizing a Qualitative Descriptive approach, data was gathered through interviews with four purposively selected informants and triangulated with observations, document analysis, and literature reviews. Findings reveal that RAISE significantly optimizes workflows via 24-hour automated synchronization, accelerating high-volume processing, reducing human error, and offering billing flexibility. Despite an 8.7 staff rating, technical barriers like early-month maintenance disrupting peak cycles, filter failures on cash transactions, and reliance on external communication for troubleshooting prevent maximum efficiency. Conclusively, while RAISE enhances speed and accuracy, technical instability limits its potential. Strategic recommendations include shifting maintenance to off-peak mid-month periods, mandating tax ID validation during onboarding, refining cash transaction filters, and developing real-time reconciliation dashboards. Future research should quantitatively measure workflow efficiency, evaluate user satisfaction, explore predictive error-detection analytics, and assess the macroeconomic impacts of technical billing inefficiencies.
Co-Authors Ajeng Oktaviani Eliza Viandrayani Aziz Ervie Nur Afifa M Gumi Gumilang Wirakanda Rini Ratnaningsih Savira Putri Calista Tengku Ine Hendriana