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All Journal JURNAL MANAJEMEN MOTIVASI
Mochamad Shobirin Kusuma
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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A Proactive Complaint-Handling Model for Resolving ATM Cash Discrepancies Mochamad Shobirin Kusuma; Ronny Malavia Mardani; Nurhidayah
JURNAL MANAJEMEN MOTIVASI Vol 22 No 2 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i2.9447

Abstract

This qualitative case study examines ATM cash-discrepancy complaint handling at Bank Jatim Bojonegoro Branch. Interviews with four employees and ten customers, supplemented by observation and documentation, were analysed using an interactive model. Findings reveal structured but predominantly reactive procedures, constrained by transaction verification, cross-unit and interbank coordination, and absent integrated early warnings. The proposed dynamic capability-based model combines early detection, coordinated response, customer communication, and operational learning. Proactivity concerns responding before customers complain. Without resolution-time records or comparative outcome data, the model remains a case-based proposition requiring validation rather than evidence of faster resolution or improved satisfaction. Keywords: Proactive Complaint Handling; Dynamic Capability; Service Recovery; ATM Cash-Discrepancy Complaints
Co-Authors Nurhidayah Ronny Malavia Mardani