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All Journal Al-Kharaj: Journal of Islamic Economic and Business JIMEK
Restu Alam Paripurnawaty
Politeknik Negeri Bandung
Economics, Econometrics & Finance

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Pengaruh Maintenance Reminder Appointment terhadap Retensi Pelanggan Layanan Servis di Auto2000 Pasteur Annisa Leni Amalia; Abdul Malik Sayuti; Restu Alam Paripurnawaty
Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Vol. 6 No. 2 (2026): Juli : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan (JIMEK)
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimek.v6i2.12363

Abstract

The automotive industry is currently challenged to maintain long-term relationships with customers by implementing effective after-sales service strategies that are oriented toward customer satisfaction. One of the most widely implemented strategies is the Maintenance Reminder Appointment, a periodic vehicle maintenance reminder system designed to encourage customers to have their vehicles serviced according to the manufacturer's recommendations. Auto2000 Pasteur has implemented this strategy to increase customer return visits while strengthening customer retention in its service operations. However, the rate of customer repeat visits still requires optimization to support business sustainability and maintain the company's competitiveness amid the increasingly competitive automotive industry. This study aims to analyze the effect of Maintenance Reminder Appointment on customer retention in the service department of Auto2000 Pasteur. The research data were collected from 352 respondents selected using a purposive sampling technique. This study employed a quantitative descriptive approach, and the data were analyzed using descriptive analysis and the Spearman Rank correlation test. The results indicate that Maintenance Reminder Appointment has a significant effect on customer retention, contributing 61.2%.
The Influence of Work Motivation and Work Discipline on Employee Performance with Work Engagement as a Mediating Variable Edhy Richard; Restu Alam Paripurnawaty; Chonchita Valentina Latupapua; Agusthina Risambessy
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 3 (2026): Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countrie
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i3.11454

Abstract

This study investigates the influence of work motivation and work discipline on employee performance, with work engagement as a mediating variable in a government law enforcement institution. Grounded in motivational theory—including Self-Determination Theory, Goal-Setting Theory, and Equity Theory—and supported by established frameworks on work discipline and employee engagement, this research develops seven hypotheses relating these constructs. A quantitative explanatory design was employed, collecting data from 125 respondents selected through proportional random sampling using the Slovin formula from a population of 182 employees. Structural Equation Modeling based on Partial Least Squares (SEM-PLS) was used for data analysis. Results indicate that: (1) work motivation positively and significantly influences work engagement; (2) work motivation does not significantly influence employee performance directly; (3) work discipline positively and significantly influences work engagement; (4) work discipline positively and significantly influences employee performance; (5) work engagement does not significantly influence employee performance; (6) work engagement does not mediate the relationship between work motivation and performance; and (7) work engagement does not mediate the relationship between work discipline and performance. These findings suggest that in bureaucratic, rule-based organizations, formal discipline exerts a more dominant direct effect on performance than psychological engagement. The study contributes to human resource management theory by contextualizing motivational constructs within institutional settings.
Co-Authors Abdul Malik Sayuti Agusthina Risambessy Annisa Leni Amalia Chonchita Valentina Latupapua Edhy Richard