Ratio Analysis on Entrepreneurial Service Quality: A Case Study in a Motorcycle Dealership in East Java

The 3rd Indonesia International Conference on Innovation, Entrepreneurship & Small Business (IICIES 2011), Center for Innovation, Entrepreneurship, and Leadership (CIEL), School of Business & Management, Institut Teknologi Bandung, July 26-28, 2011

14 Pages Posted: 20 Aug 2011

See all articles by Samuel P. D. Anantadjaya

Samuel P. D. Anantadjaya

International University Liaison Indonesia (IULI)

Christopher Pratama

Swiss German University

Irma M. Nawangwulan

International University Liaison Indonesia (IULI) - Hotel & Tourism Management

Mentiana Sibarani

Harapan Bangsa Business School

Julians C. Riwoe

Harapan Bangsa Business School

Date Written: July 26, 2011

Abstract

In any business practices, quality is regarded as the important measure in sustaining the business operations. In goods productions, quality may be considered from several view points. For business organizations whose main activities are not dominated by goods production, however, given the nature the intangibilities, service operations may rely more on quality measurements.

Using CV Dealer Motor (“CVDM”), as a particular motorcycle dealership in East Java, this paper attempts to study how the entrepreneurial sprit develop and implementation of service quality especially in small/medium enterprises (SME). This study incorporates primary and secondary data; from questionnaires and financial statements of CVDM. It is expected that this study is able to bring up the tips and tricks on how entrepreneurs face and survive the competition via service quality, as part of the selling strategy in motorcycle market.

This research attempts to demonstrate the entrepreneurs’ aspects and service quality variable that been exhaustedly used by the entrepreneurs in striving for goals. Other variable to consider is the fact that competitiveness in Indonesia’s motorcycle industry continues to spike despite the country’s economic downturns, and the soaring world’s oil prices.

Keywords: business agreements, entrepreneurship, service quality, customer satisfaction, ratio analysis, organizational performance, key success factors

JEL Classification: A10, D21, D70, M10, M13, 015, P17

Suggested Citation

Anantadjaya, Samuel P. D. and Pratama, Christopher and Nawangwulan, Irma M. and Sibarani, Mentiana and Riwoe, Julians C., Ratio Analysis on Entrepreneurial Service Quality: A Case Study in a Motorcycle Dealership in East Java (July 26, 2011). The 3rd Indonesia International Conference on Innovation, Entrepreneurship & Small Business (IICIES 2011), Center for Innovation, Entrepreneurship, and Leadership (CIEL), School of Business & Management, Institut Teknologi Bandung, July 26-28, 2011, Available at SSRN: https://ssrn.com/abstract=1912210

Samuel P. D. Anantadjaya (Contact Author)

International University Liaison Indonesia (IULI) ( email )

Eco Campus, The Breeze
BSD City
Serpong, Tangerang, Banten 15345
Indonesia
+62-21-5058-8000 (Phone)

HOME PAGE: http://www.iuli.ac.id

Christopher Pratama

Swiss German University ( email )

EduTown, BSD City
Serpong, Tangerang 15339
Indonesia

Irma M. Nawangwulan

International University Liaison Indonesia (IULI) - Hotel & Tourism Management ( email )

Indonesia, 15330
Indonesia

Mentiana Sibarani

Harapan Bangsa Business School ( email )

Dipati Ukur 80-84
Bandung, Jawa Barat 40132
Indonesia

Julians C. Riwoe

Harapan Bangsa Business School ( email )

Dipati Ukur 80-84
Bandung, Jawa Barat 40132
Indonesia

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
291
Abstract Views
1,650
rank
125,956
PlumX Metrics