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All Journal Journal Arbitrase : Economy, Management and Accounting
Sitti Rakhman
Program Studi Ekonomi Bisnis, Sekolah Tinggi Manajemen Asuransi (STMA) Trisakti, Jl. Jenderal A. Yani Kav. 85, Cempaka Putih, Jakarta Pusat. DKI Jakarta, Indonesia. 10510
Economics, Econometrics & Finance

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Exploring Discretionary HR Practices and Human Resource Service Orientation on Employee Motivation and Performance at PT RAF: A Qualitative Study Based on Regulatory Focus Theory Rafyanti Widyarini; Sitti Rakhman
Journal Arbitrase : Economy, Management and Accounting Vol. 3 No. 02 (2025): Journal Arbitrase : Economy, Management and Accounting, July 2025
Publisher : Paspama Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58471/arbitrase.v3i02.172

Abstract

This study explores how discretionary human resource (HR) practices and HR service orientation influence employee motivation and performance at PT RAF, a general insurance company in Indonesia. Employing a purely qualitative approach through non-participant observation and in-depth interviews with employees and HR representatives, the findings reveal that HR practices at PT RAF remain largely administrative, with limited attention to career development, training, and employee involvement. A low HR service orientation further weakens the effectiveness of HR policies. Consequently, most employees exhibit a prevention-focused motivational pattern, prioritizing error avoidance over achievement. These findings highlight the need for HR transformation toward a more strategic and service-oriented role to foster promotion-focused motivation and enhance overall employee performance.
Income Exploration and Behavioral Bias in Insurance Customers’ Decision-Making: A Qualitative Study at PT Asuransi BDIR Bayu Irawan; Sitti Rakhman
Journal Arbitrase : Economy, Management and Accounting Vol. 3 No. 02 (2025): Journal Arbitrase : Economy, Management and Accounting, July 2025
Publisher : Paspama Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58471/arbitrase.v3i02.175

Abstract

This study aims to explore the influence of income levels on behavioral bias tendencies among insurance customers in their decision-making at PT Asuransi BDIR. A qualitative approach with a case study method was employed to gain an in-depth understanding of how biases such as loss aversion, overconfidence, availability bias, and status quo bias emerge in decisions to purchase, retain, or cancel insurance policies. The informants included customers from three income categories (low, middle, and high), as well as two insurance agents and one customer service staff for source triangulation. Data collection techniques involved in-depth interviews, non-participant observation, and documentation, analyzed through thematic analysis. The findings indicate that income moderates the presence of certain behavioral biases. Low-income customers tend to exhibit defensive biases such as loss aversion and availability bias, while high-income customers are more prone to overconfidence and mental accounting. These findings highlight the need for tailored communication and education approaches based on customer behavioral characteristics. The study recommends implementing behavior-based education strategies, behavioral coaching training for agents, and psychographic segmentation to enhance communication effectiveness and policy retention.
Co-Authors Bayu Irawan Rafyanti Widyarini