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All Journal Jurnal Manajemen Teori dan Terapan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Harimukti Wandebori
Institut Teknologi Bandung
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Industrial & Manufacturing Engineering Social Sciences Other

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Proposed Business Strategy Improvement Through Service Quality Gap Model to Increase Membership Coverage of BPJS Ketenagakerjaan Harimukti Wandebori
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 12 No. 3 (2019)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v12i3.14833

Abstract

BPJS Ketenagakerjaan is a public legal entity based on Law No. 24 of 2011 which is given a mandate by the Government to provide social security protection for all workers in Indonesia. This study aims to find out and improve the BPJS Ketenagakerjaan strategy based on service quality issues. The methodology used in this study using quantitative methods by measuring the service quality gap model to determine the expectations of participants and the ability of the organization to provide services. Secondary data analysis was from company-internal data and literature studies to assess various analysis using methods; such as environmental analysis, SWOT, and TOWS Matrix. The strategy to be implemented is the differentiation strategy. BPJS Ketenagakerjaan needs to create three core competencies, namely reliability, responsiveness, and innovation, to create a superior service quality and added value for customers.
Analysis of Service Quality PT Pos Indonesia to Improve Market Share Lalu Arman Mahadi; Harimukti Wandebori
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 12 No 2 (2024): April
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v12i2.5384

Abstract

In Indonesia's postal and logistics business, PT Pos Indonesia faces increased competition. Despite logistics' annual growth, the company's market share has declined. To be competitive in the courier and logistics market, PT Pos Indonesia must design a business strategy to improve its service quality and complement its good operational performance. This requires recognizing customer priorities and improving the company's performance in these areas. PT Pos Indonesia can use Importance-Performance Analysis (IPA) to identify customer-important service quality dimensions and underperforming areas by conducting internal and external evaluations. This complete strategy will allow PT Pos Indonesia to prioritize its efforts, strategically allocate resources, and focus on service quality that will most effect customer satisfaction. Based on the investigation, integrated logistic cooperation and solutions were presented to fill service shortages. These efforts used integrated logistical partnerships, staff advocacy, and an advanced marketing platform to improve coordination and delivery speed, employee competencies, and consumer insights. These measures were meant to bridge the gap between customer expectations and service level agreements, delivery speed, personnel competence, and customer needs. These techniques can help PT Pos Indonesia boost customer satisfaction and market share.
Business Strategy Development for Health-Tech SaaS Startups: A Case Study of Assist.id Muhammad Fachruddin; Harimukti Wandebori
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 1 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i1.10358

Abstract

The rapid digital transformation of Indonesia’s healthcare sector has created both vast opportunities and intense competition for health-tech Software-as-a-Service (SaaS) providers. Assist.id, a popular Indonesian health-tech SaaS startup with over 6,000 client clinics, experienced early growth but reached a strategic inflection point requiring a formal strategy. This study analyzes Assist.id’s strategic gaps and develops a business-level strategy to ensure sustainable competitive advantage. Using a qualitative case study approach, data were collected via in-depth interviews with company executives and clients, and analyzed through frameworks including Segmentation-Targeting-Positioning (STP), external environmental analysis, value chain and VRIN analysis, and SWOT/TOWS. The findings reveal that Assist.id’s core issue is an inefficient internal feedback loop leading to a feature gap, which, combined with regulatory changes, exposes the firm to freemium-priced competitors in the low-end segment and feature-rich rivals in the high-end segment. To address this, an integrated cost leadership and differentiation strategy is proposed. Key initiatives include launching a compliant freemium tier to defend the volume-driven segment, accelerating R&D for advanced features to strengthen the value-driven segment, and aligning organizational processes to rapidly respond to market feedback. The case offers broader insights for early-stage SaaS startups in health-tech on balancing cost and differentiation to achieve sustainable competitive advantage in a dynamic, regulated market.
Co-Authors Lalu Arman Mahadi Muhammad Fachruddin