Strategies for Strengthening Management Information Systems to Improve Customer Satisfaction in Motor Vehicle Type Testing Services at BPLJSKB Bekasi
DOI:
https://doi.org/10.38035/jemsi.v7i6.8965Keywords:
Customer Satisfaction, Management Information System, Public Service Quality, Vehicle Type Approval Online, Vehicle Type TestingAbstract
Digital transformation in vehicle type approval services at Balai Pengujian Laik Jalan dan Sertifikasi Kendaraan Bermotor (BPLJSKB) Bekasi is reflected in the use of Vehicle Type Approval (VTA) Online. This study aims to analyze management information system strengthening strategies to improve customer satisfaction in motor vehicle type testing services. A qualitative descriptive approach was applied through document analysis and literature review using the DeLone and McLean Information System Success Model and SERVQUAL. The results indicate that VTA Online supports broader access, faster administrative processes, clearer status monitoring, and better service documentation. However, service performance has not been fully optimized because manual and digital procedures still operate in parallel, laboratory data are not fully integrated, information technology infrastructure remains uneven, and the digital competence of service personnel needs further improvement. The proposed strategies include laboratory data integration, platform and procedure standardization, digital competency development, infrastructure modernization, customer-oriented helpdesk services, and periodic monitoring and evaluation. These strategies are expected to strengthen service reliability, transparency, data accuracy, and sustainable customer satisfaction.
References
Aji, F. B., & Abdurachman, E. (2011). Pengaruh sistem informasi manajemen, pelayanan, dan kepemimpinan terhadap indeks kepuasan masyarakat di Kota Tangerang. ComTech: Computer, Mathematics and Engineering Applications, 2(2), 1089–1098. https://doi.org/10.21512/comtech.v2i2.2858
Al-Hujran, O., Al-Debei, M. M., Chatfield, A., & Migdadi, M. (2015). The imperative of influencing citizen attitude toward e-government adoption and use. Computers in Human Behavior, 53, 189–203. https://doi.org/10.1016/j.chb.2015.06.025
Bowen, G. A. (2009). Document analysis as a qualitative research method. Qualitative Research Journal, 9(2), 27–40. https://doi.org/10.3316/QRJ0902027
BPLJSKB. (2025). Rekapitulasi layanan pengujian tipe kendaraan bermotor 2023–2025.
Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1), 5–25. https://doi.org/10.1111/j.1365-2575.2005.00183.x
Creswell, J. W., & Creswell, J. D. (2023). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (6th ed.). SAGE Publications.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Kementerian Keuangan Republik Indonesia. (2022). BPLJSKB Proving Ground Bekasi.
Kementerian Perhubungan Republik Indonesia. (2023). Keputusan Menteri Perhubungan Nomor KM 114 Tahun 2023 tentang Izin Operasi Kereta Cepat Jakarta–Bandung.
Laia, O., Halawa, O., & Lahagu, P. (2022). Pengaruh sistem informasi manajemen terhadap pelayanan publik. Jurnal Akuntansi, Manajemen Dan Ekonomi, 1(1), 70–76. https://doi.org/10.56248/jamane.v1i1.15
Laudon, K. C., & Laudon, J. P. (2017). Management information systems: Managing the digital firm (15th ed.). Pearson.
Mergel, I., Edelmann, N., & Haug, N. (2019). Defining Digital Transformation: Results from Expert Interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). SAGE Publications.
Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly, 29(1), 98–109. https://doi.org/10.1016/j.giq.2011.08.011
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Petter, S., DeLone, W. H., & McLean, E. R. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263. https://doi.org/10.1057/ejis.2008.15
Septiandini, R. (2020). Strategi peningkatan kualitas pelayanan publik pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Melawi. JPASDEV: Journal of Public Administration and Sociology of Development, 1(2), 144–160. https://doi.org/10.26418/jpasdev.v1i2.43466
Shareef, M. A., Kumar, V., Kumar, U., & Dwivedi, Y. K. (2011). e-Government adoption model (GAM): Differing service maturity levels. Government Information Quarterly, 28(1), 17–35. https://doi.org/10.1016/j.giq.2010.05.006
Twizeyimana, J. D., & Andersson, A. (2019). The public value of e-government: A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j.giq.2019.01.001
van Dijk, J. A. G. M., Peters, O., & Ebbers, W. (2008). Explaining the acceptance and use of government Internet services: A multivariate analysis of 2006 survey data in the Netherlands. Government Information Quarterly, 25(3), 379–399. https://doi.org/10.1016/j.giq.2007.09.006
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540
Vial, G. (2019). Understanding Digital Transformation: A Review and a Research Agenda. The Journal of Strategic Information Systems, 28(2), 118–144. https://doi.org/10.1016/j.jsis.2019.01.003
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102. https://doi.org/10.1287/isre.1050.0042
Wulansari, A., Kartika, D. S. Y., Najaf, A. R. E., Suryanto, T. L. M., & Faroqi, A. (2024). Analisis kesuksesan layanan digital perguruan tinggi menggunakan model DeLone & McLean untuk meningkatkan kepuasan pengguna. Jurnal Sistem Informasi Bisnis, 14(2), 153–161. https://doi.org/10.21456/vol14iss2pp153-161
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through websites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Angelina Wahyu Christyani, Tiara Ayustian, Dwi Prasetyo Sayoto Putro, Femmy Sofie Schouten
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).
