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All Journal Journal of Social Research Journal Of World Science Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) Review of Accounting and Business
Novandra Rhezza Pratama
Department Of Industrial Engineering, Faculty Of Engineering, Universitas Indonesia, Kampus UI Depok 16424, Indonesia
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Social Sciences

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Measurement of Service Quality at BSI KCP Banjar Using CARTERD Hidayatullah, Lutfie; Pratama, Novandra Rhezza; Farizal, Farizal
Review of Accounting and Business Vol. 2 No. 2: Review of Accounting and Business: Vol 2 No 2, December 2021
Publisher : Accounting Undergraduate (S1) and Diploma Study Program (D3), STIE EKUITAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1357.49 KB) | DOI: 10.52250/reas.v2i2.483

Abstract

The current digitalization of the banking sector continues to experience massive and innovative developments because to be able to compete with other competitors, a bank is required to have an advantage with the technology used in addition to efficiency operational. So that customers get a memorable experience. The purpose of this study is to determine the dimensions and attributes used to measure the quality of service at Bank Syariah Indonesia (BSI) Branch Office Banjar, and how the quality of service at BSI. The method used is by distributing questionnaires to 101 BSI customers as respondents using SERVQUAL method and CARTERD dimensions, (Compliance, Assurance, Reliability, Tangible, Empathy, Responsiveness and Digitalization), the data declared were valid using validity tests person-correlation product-moment, Cronbach's Alpha reliability tests value on perceived is 0.960 and expectation is 0.922, which means reliable. The 5 attributes that have the biggest gap are vehicle parking facilities, no loan interest, no savings interest, the management team has extensive knowledge, and pleasant service (fast service time). Based on the IPA graph, the attributes included in quadrant 1 should receive special attention, namely, the attributes of 3 Islamic banks should provide Islamic products and services, attributes of 4 Islamic banks should provide interest-free loan provisions, attributes of 19 service office locations. This research shows that the compliance dimension must be a major concern because it is a core competency of Islamic banks, management would be better improve compliance in line with improvement investments in digitalization development.
Examining The Impact of E-Service Quality and E-Recovery Service Quality in Digital Public Services in Indonesia Yovian, Yovian; Pratama, Novandra Rhezza
Journal of World Science Vol. 4 No. 6 (2025): Journal of World Science
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jws.v4i6.1426

Abstract

Digital government services are increasingly delivered through applications that interact directly with users and offer the potential to enhance public service efficiency. This study investigates the impact of e-service quality and e-recovery service quality on customer experience, satisfaction, and loyalty within the context of digital public services. Constructs such as efficiency, fulfilment, security, and availability represent e-service quality, while compensation, responsiveness, and contact reflect e-recovery service quality. The relationships between these constructs and the dimensions of customer experience, satisfaction, and loyalty were examined using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through a questionnaire distributed to users of digital services at the Legal Metrology Standardization Regional IV Office, Ministry of Trade of the Republic of Indonesia. A total of 273 valid responses were analyzed from customers who had used the digital service within the past year. The findings reveal that both e-service quality and e-recovery service quality significantly influence customer experience, satisfaction, and loyalty. This study offers new insights into how customer loyalty is shaped in the context of government-provided digital services.
Minimization of Operational Costs for Non-Capitation Claims Verification at BPJS Kesehatan Using a Business Process Reengineering Approach Prabaswara, Raditya; Pratama, Novandra Rhezza
JOURNAL OF MANAGEMENT, ACCOUNTING, GENERAL FINANCE AND INTERNATIONAL ECONOMIC ISSUES Vol. 4 No. 3 (2025): JUNE
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/marginal.v4i3.1722

Abstract

Abstract This study aims to reduce operational costs in the FKTP claim verification business process by using a business process reengineering and TDABC approach and determine the resulting savings. In this study, the data collection method was carried out through participatory observation. The data analysis method in this study uses the Time-Driven Activity-Based Costing (TDABC) approach and business process simulation with iGrafx. The results of this study show that the implementation of Business Process Reengineering (BPR) in the verification process of non-capitation claims significantly improves cost efficiency and operational time. BPR was able to reduce operational costs by 33.1% and cut verification time by 32.9%, through process simplification, elimination of non-value-added activities, and the use of technology such as Optical Character Recognition (OCR). In addition to efficiency, BPR also improves overall organizational accountability and performance, enabling more appropriate resource allocation, reducing the potential for human error, and creating a more transparent, responsive, and sustainable work system. These findings show that BPR is not only a technical tool, but also an organizational transformation strategy that strengthens governance and service quality in the health insurance system.
Examining Significant Factors Influencing Workers' Safety Behavior in Project Work Environments Rahim, Rully; Pratama, Novandra Rhezza
Journal of Social Research Vol. 5 No. 2 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i2.3001

Abstract

This study investigates the key factors influencing construction workers' safety behaviour, focusing on safety knowledge, safety awareness, safety intervention, and safety rules and procedures. A mixed-methods approach was employed, starting with a conceptual model developed through a literature review and validated via the Delphi method with safety experts. A quantitative survey was then conducted with construction workers, and data were analysed using partial least squares structural equation modeling (PLS-SEM) to test the hypothesised relationships. The findings show that safety knowledge and safety awareness have significant direct effects on safety behaviour. Safety rules and procedures impact safety behaviour both directly and indirectly by enhancing safety knowledge, while safety intervention plays a crucial role in shaping safe work practices. Additionally, importance–performance map analysis (IPMA) identified key areas that require immediate managerial focus for improving safety performance. This research contributes to the safety behaviour literature by providing an empirically validated model specific to the construction sector. Practically, it offers actionable insights for project managers and safety practitioners to develop targeted safety strategies that reduce occupational accidents in construction projects.
Co-Authors Farizal Farizal Hidayatullah, Lutfie M Dachyar Prabaswara, Raditya Rahim, Rully Yadrifil Yadrifil Yovian, Yovian