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p-Index From 2021 - 2026
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This Author published in this journals
All Journal Southeast Asia Journal of Graduate of Islamic Business and Economics
Desty Hapsari Kirana
Universitas Padjadjaran, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analysis of Service Quality Issues in J&T Express Using Check Sheets, Pareto Chart, and Fishbone Diagram Desty Hapsari Kirana; Abyan Yaskur Mulki; Jevon Monahan Tulus Sidabutar
SOUTHEAST ASIA JOURNAL oF GRADUATE OF ISLAMIC BUSINESS AND ECONOMICS Vol. 4 No. 3 (2026): January
Publisher : Pascasarjana, Institut Agama Islam Sultan Muhammad Syafiuddin Sambas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37567/sajgibe.v4i3.4996

Abstract

This study investigates the recurring service quality issues at J&T Express, a prominent logistics company in Indonesia. The rapid growth of the logistics industry, fueled by the rise in online shopping, has resulted in significant challenges in maintaining service quality. Frequent customer complaints, such as lost packages, damaged goods, wrong deliveries, and poor response to inquiries, were identified through customer feedback on various online platforms. To address these issues, the study employs quality management tools including check sheets, Pareto charts, and fishbone diagrams. Check sheets were used to systematically record customer complaints and identify the most frequent issues. The Pareto chart, based on the 80/20 principle, highlighted that a small number of issues, such as lost packages, contributed significantly to the overall complaints. The fishbone diagram helped in identifying the root causes of these problems, uncovering issues in areas such as technology, human resources, operational processes, materials, and environmental factors. Based on the analysis, the study proposes targeted recommendations for improving service quality at J&T Express. These recommendations include strengthening tracking systems, enhancing customer service responsiveness, improving package handling procedures, and implementing standardized operational processes. The findings of this study contribute to the understanding of service quality management in the logistics sector and offer practical insights for companies looking to enhance customer satisfaction.
Risk and Innovation In Technology Startups: Mapping The Intellectual Structure and Future Research Directions Irsyad Kamal; Desty Hapsari Kirana; Shadra Kusumanagara
SOUTHEAST ASIA JOURNAL oF GRADUATE OF ISLAMIC BUSINESS AND ECONOMICS Vol. 5 No. 1 (2026): May
Publisher : Pascasarjana, Institut Agama Islam Sultan Muhammad Syafiuddin Sambas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37567/sajgibe.v5i1.5661

Abstract

This study maps the development, intellectual structure, and emerging research directions of literature on risk and innovation in technology startups. Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework, 54 Q1 Scopus-indexed articles published between 2022 and 2026 were selected from 77 initial records. Bibliometric analysis was conducted using publication and citation analysis, keyword co-occurrence, reference co-citation, and country co-authorship, with VOSviewer and SCImago Graphica used for network and geographical visualization. The findings show that publication activity increased after 2023, while the literature remains dispersed across journals and concentrated in several countries, particularly China, the United States, the United Kingdom, and Spain. Keyword analysis identifies a conceptual structure connecting innovation, venture capital, investment, technology adoption, digital innovation, artificial intelligence, sustainability, and technological development. Co-citation analysis shows that the field draws on resource-based, dynamic capability, entrepreneurship, and venture capital perspectives. International collaboration is present but remains divided across several country clusters. These findings indicate that research on risk and innovation in technology startups has developed through multiple connected but only partially integrated streams. This study contributes by organizing the field’s conceptual, intellectual, and collaboration structures and by identifying future research opportunities related to conceptual integration, emerging technology risk, financing, startup ecosystems, and methodological development.
Co-Authors Abyan Yaskur Mulki Irsyad Kamal Jevon Monahan Tulus Sidabutar Shadra Kusumanagara