<![CDATA[Laptop service administration at PT Indo Bismar faces major challenges in the form of high price negotiations by customers and limited availability of spare parts, especially for older generation laptops that are no longer produced by the manufacturer. These conditions impact the administrative process and service delays. This study aims to analyze price negotiation patterns and strategies for handling spare parts shortages in laptop service administration at PT Indo Bismar. This study uses a descriptive qualitative method with data collection techniques through semi-structured interviews with two key informants: the service admin and the service head. Interviews were conducted directly using research question guidelines. The data obtained were analyzed using thematic analysis to identify key themes related to price negotiations, spare parts shortages, and their impact on service administration. The results show that approximately 40-60% of customers negotiate prices, especially for repairs of key components such as motherboards. Substandard price negotiations are handled through coordination with managers in accordance with company Standard Operating Procedure (SOP). To address spare parts shortages, PT Indo Bismar relies on local Surabaya suppliers with a fast ordering system and the use of spare parts cannibalized from other units with limited warranties. This study concludes that the implementation of dynamic price lists and selective stock provision of key spare parts such as Solid State Drives (SSD) and Random Access Memory (RAM) can improve administrative efficiency and service quality. ABSTRAK Administrasi servis laptop di PT Indo Bismar menghadapi permasalahan utama berupa tingginya negosiasi harga oleh pelanggan serta keterbatasan ketersediaan suku cadang, khususnya pada laptop generasi lama yang sudah tidak lagi diproduksi oleh pabrikan. Kondisi tersebut berdampak pada keterlambatan proses administrasi dan pelayanan servis. Penelitian ini bertujuan untuk menganalisis pola negosiasi harga dan strategi penanganan kelangkaan suku cadang dalam administrasi servis laptop di PT Indo Bismar. Penelitian ini menggunakan metode kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara semi-terstruktur terhadap dua informan utama yaitu admin servis dan kepala servis. Wawancara dilakukan secara langsung menggunakan pedoman pertanyaan penelitian. Data yang diperoleh dianalisis menggunakan analisis tematik untuk mengidentifikasi tema utama terkait negosiasi harga, kelangkaan suku cadang, serta dampaknya terhadap administrasi servis. Hasil penelitian menunjukkan bahwa sekitar 40-60% pelanggan melakukan negosiasi harga, terutama pada perbaikan komponen utama seperti motherboard. Negosiasi harga di bawah standar ditangani melalui koordinasi dengan manajer sesuai standar operasional prosedur (SOP) perusahaan. Dalam mengatasi kelangkaan suku cadang, PT Indo Bismar mengandalkan supplier lokal Surabaya dengan sistem pemesanan cepat serta penggunaan suku cadang hasil kanibalisasi unit lain dengan garansi terbatas. Penelitian ini menyimpulkan bahwa penerapan daftar harga dinamis dan penyediaan stok selektif suku cadang utama seperti Solid State Drive (SSD) dan Random Access Memory (RAM) dapat meningkatkan efisiensi administrasi dan kualitas layanan servis. ]]>
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