Strategic Decision-Making to Increase Transaction Volume and Customer Loyalty at AHASS Bersama Jaya Prima

2024-11-18T04:43:11+00:00

The goal of this study was to find out how to make smart choices that would lead to more sales and more loyal customers at AHASS Bersama Jaya Prima, the official Honda workshop in Bekasi. Even though the economy is getting better again after the pandemic, their business is still stuck. This is mostly because service visits have dropped by about 40% from what they were before the pandemic. For this study, we ran a qualitative case study. We basically talked to key people, like the customers, the staff, and the suppliers, to understand the whole picture. The main way we analyzed the data was using Root Cause Analysis (5 Whys), and then we used the Theory of Planned Behavior (TPB) idea to explain what was going on. The results showed that the biggest problem is that things aren't run efficiently. Especially, they keep messing up the Standard Operating Procedures (SOPs) because everyone is so focused on serving many people fast instead of giving good quality service. This situation just gives customers a bad time, makes them wait longer, and makes them unhappy with the service. We then used Analytic Hierarchy Process (AHP) to pick the best move, and the clear winner was setting up a digital queue and booking system. This new system should help customers feel more in control (perceived behavioral control), fundamentally smooth out service bottlenecks, and definitely help bring customer loyalty back up so the business can recover properly.

Managerial Decision-Making for Process Optimization in CV Jaya Mandiri Textile Operations

2025-11-25T01:14:58+00:00

In today's highly competitive and dynamic business environment, small and medium enterprises (SMEs) must constantly adapt to operational challenges that threaten efficiency and customer satisfaction. CV Jaya Mandiri, an SME based in Malang, engaged in textiles and interior solutions, is currently facing a critical issue of long process times, with customer orders taking up to two weeks from inquiry to final installation. This long waiting period has resulted in customer dissatisfaction, loss of competitiveness, and risks to long-term sustainability. Despite consistent product quality and strong market demand, inefficiencies in the company's internal processes have restricted its ability to deliver convenient service. These challenges highlight the urgent need for process optimization supported by informed managerial decision making. The research aims to address these operational inefficiencies by analyzing the current business processes of CV Jaya Mandiri, identifying root causes of delays, and proposing optimized workflows that reduce process time while aligning with the company's resource capabilities. the research uses a qualitative case study approach. Data is collected through semi-structured interviews with key stakeholders, direct field.

International Journal of Science and Environment (IJSE)

Strategic Decision-Making to Increase Transaction Volume and Customer Loyalty at AHASS Bersama Jaya Prima

Managerial Decision-Making for Process Optimization in CV Jaya Mandiri Textile Operations