Pengaruh Kapabilitas Supplier, Kapabilitas Bengkel, dan Pemanfaatan Teknologi terhadap Kecepatan Penyelesaian Klaim melalui Kecepatan Distribusi Suku Cadang
DOI:
https://doi.org/10.38035/sjtl.v4i2.1113Keywords:
Kapabilitas Supplier, Kapabilitas Bengkel, Pemanfaatan Teknologi, Kecepatan Distribusi Suku Cadang, Kecepatan Penyelesaian KlaimAbstract
Penelitian ini menganalisis pengaruh kapabilitas supplier, kapabilitas bengkel, dan pemanfaatan teknologi terhadap kecepatan penyelesaian klaim melalui kecepatan distribusi suku cadang sebagai variabel mediasi pada proses klaim asuransi kendaraan bermotor. Research gap penelitian ini adalah riset terdahulu umumnya dilakukan pada sektor manufaktur, komponen otomotif, dan logistik, sementara integrasi simultan ketiga variabel dengan konteks klaim asuransi kendaraan bermotor masih terbatas dan peran mediasi kecepatan distribusi belum diuji secara empiris. Studi ini mengaplikasikan pendekatan kuantitatif dengan desain eksplanatori, menggunakan metode survei yang melibatkan 99 responden yang terdiri atas 50 karyawan asuransi, 36 staf bengkel body repair, dan 13 staf supplier suku cadang. Pengolahan data dilaksanakan dengan memanfaatkan SEM-PLS 4.0. Temuan dari penelitian ini mengindikasikan bahwa kemampuan pemasok, kemampuan bengkel, dan penggunaan teknologi memiliki pengaruh yang positif serta signifikan terhadap kecepatan distribusi suku cadang, dengan koefisien 0,539, 0,224, dan 0,225. Kecepatan distribusi suku cadang berpengaruh positif dan signifikan terhadap kecepatan penyelesaian klaim dengan koefisien 0,461. Kecepatan distribusi suku cadang berperan sebagai mediator penuh antara kapabilitas supplier dan kecepatan penyelesaian klaim, serta sebagai mediator parsial antara kapabilitas bengkel dan kecepatan penyelesaian klaim, sedangkan jalur mediasi pada pemanfaatan teknologi tidak didukung dengan p-value 0,052. Novelty penelitian ini mengonfirmasi bahwa kecepatan distribusi merupakan mekanisme operasional yang menghubungkan kapabilitas organisasi dengan kecepatan penyelesaian klaim pada service supply chain asuransi kendaraan bermotor.
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