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All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset Journal Economic Excellence Ibnu Sina
Margaretha Annatje Rundengan
Politeknik Negeri Manado
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Penerapan Booking service dalam Meningkatkan Kepuasan Pelanggan pada CV. Kombos Tendean Manado Miranda Riska Rauan; Margaretha Annatje Rundengan; Reski Amalia S
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2734

Abstract

This study examines how the booking service system is carried out and what shapes its contribution to customer satisfaction at CV. Kombos Tendean Manado, an authorised automotive workshop in Manado, North Sulawesi. A descriptive qualitative design was applied, involving five purposively selected informants: two Maintenance Reminder Appointment officers and three Service Advisors. Data were gathered through field observation, in-depth interviews built around ten guiding questions, and documentation of company records and standard operating procedures. Analysis followed the interactive model of Miles, Huberman and Saldana, while credibility was tested through source and technique triangulation, prolonged observation and member checking. The findings show that the booking flow already runs in an orderly manner, beginning with schedule offers by telephone and WhatsApp, recording in the Dealer Management System, reconfirmation one day before arrival, vehicle reception and initial inspection, and ending with a follow-up call three days after delivery. Cross-functional coordination and transparent communication with customers emerged as the strongest supporting factors. The obstacles, by contrast, are largely structural: demand surges in the morning and towards weekends, limited stalls and technicians, late arrivals or sudden cancellations, and additional work discovered only during inspection. Implementation broadly conforms to the standard operating procedure, although follow-up on cancelled bookings remains inconsistent. The study recommends an automated reminder feature, an online booking channel, added technician capacity during peak hours, and a more structured measurement of customer satisfaction.
Analisis Penerapan Aplikasi Andal by Taspen Dalam Mendukung Operasional Pelayanan Pensiun di PT Bank Mandiri Taspen Kantor Cabang Manado Agnes Marcya Devana Rawung; Melky Krisna Elia Paendong; Margaretha Annatje Rundengan
Journal Economic Excellence Ibnu Sina Vol. 4 No. 3 (2026): September: Journal Economic Excellence Ibnu Sina
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/excellence.v4i3.4030

Abstract

Digital transformation in social security services has driven PT Taspen (Persero) to develop the ANDAL by Taspen application, a superapp that allows pension participants to independently perform monthly presence authentication through biometric selfie technology. Despite its high adoption rate, user reviews indicate persistent service stability issues, such as authentication failures and accessibility difficulties for elderly customers, potentially delaying the disbursement of pensioners' financial entitlements. This study aims to analyze the implementation process of the ANDAL by Taspen application, identify its supporting and inhibiting factors, and examine its contribution to pension service operations at PT Bank Mandiri Taspen KC Manado. A descriptive qualitative approach is employed, with data collected through nonparticipant observation, semi-structured in-depth interviews, and documentation. Data are analyzed using the interactive model of Miles, Huberman, & Saldana (2014), encompassing data collection, data reduction, data display, and conclusion drawing/verification, with data validity ensured through source and method triangulation, member checking, and prolonged observation. The findings are expected to serve as an evaluation basis for PT Bank Mandiri Taspen KC Manado and PT Taspen (Persero) in refining digital pension services to become more reliable, fast, and inclusive for civil servant pensioners.
Co-Authors Agnes Marcya Devana Rawung Melky Krisna Elia Paendong Miranda Riska Rauan Reski Amalia S