Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal SEIKO : Journal of Management & Business
Manahan Parlindungan Saragih Siallagan
Institut Teknologi Bandung
Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Developing a Sharia Mobile Banking Strategy to Enhance Financial Literacy and Digital Inclusion for Underbanked Financing Customers Sanny Marselina; Manahan Parlindungan Saragih Siallagan
SEIKO : Journal of Management & Business Vol 9, No 1
Publisher : Program Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/sejaman.v9i1.10592

Abstract

This paper develops a pragmatic strategy for launching a Sharia-compliant mobile banking application at Bank Tepat Syariah to enhance financial literacy and improve access to finance for underbanked financing customers. Although smartphone penetration in Indonesia is high, adoption of mobile banking among financing customers remains low. Based on twenty-four semi-structured interviews with internal stakeholders, field officers, and current and potential customers, complemented by secondary data and regulatory documents (POJK 13/2021; POJK 21/2023), the study identifies three interlinked barriers: (1) Financial Literacy & Digital Confidence Gaps, (2) Behavioral Resistance & Social Influence, and (3) Perceived App Complexity & Usability Barriers. These findings inform an Integrated Adoption Strategy Framework consisting of three pillars—Embedded Financial Literacy, Behavioural Reinforcement, and Simplicity-by-Design—implemented through a phased pilot–scale–launch roadmap aligned with Sharia governance and the three-lines-of-defense risk framework. The paper offers a human-centred, Sharia-compliant blueprint for digital transformation in an underbanked context, positioning mobile banking not only as a transaction channel but also as a vehicle for financial capability and inclusion.
The Influence of Service Quality Dimensions on Customer Satisfaction Index (CSI) in CFM56 Engine Shop Visits: Case Study at PT. Burung Maintenance Facility Muhammad Andrian Prayudha; Manahan Parlindungan Saragih Siallagan
SEIKO : Journal of Management & Business Vol 9, No 1
Publisher : Program Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/sejaman.v9i1.10512

Abstract

This study analyzes the influence of service quality dimensions on the Customer Satisfaction Index (CSI) for CFM56 Engine Shop Visits at PT. Burung Maintenance Facility (BMF). In the competitive aviation MRO industry, maintaining high service quality is crucial for customer retention. This research aimed to identify which service areas most significantly impact CSI and to formulate targeted improvement strategies. Using a qualitative descriptive methodology, data was collected through in-depth interviews with five key customers and triangulated with historical CSI data from 2020-2025. The findings reveal that Turnaround Time (TAT) and Pricing are the most critical drivers of customer dissatisfaction, with the lowest CSI scores. While Service Quality and Alignment were perceived positively, Communication and Documentation required refinement. The study concludes that customer loyalty is strongly tied to improvements in TAT reliability and pricing transparency. It is recommended that BMF’s management prioritizes a corporate-wide TAT improvement initiative, invests in expanding in-house repair capabilities to control costs and delays, and implements a structured communication protocol with tiered SLAs and regular customer reporting to enhance service delivery and secure long-term competitiveness.
Co-Authors Muhammad Andrian Prayudha Sanny Marselina