Modeling and Validating COBIT 5-Based It Governance ‎Capability in Automotive After-Sales Services: Empirical Insights from Authorized Dealerships

  • Authors

    • Yuly Kridiawan Information Systems Department, BINUS Graduate Program - Doctor of Computer Science, ‎Bina Nusantara University, Jakarta, Indonesia
    • Nilo Legowo Information Systems Management Department, BINUS Graduate Program – Master of Infor-mation Systems Management, Bina Nusantara University, Jakarta, Indonesia
    • Benfano Soewito Computer Science Department, BINUS Graduate Program – Doctor of Computer Science, Bina Nusantara University, Jakarta, Indonesia
    • Ford Lumban Gaol Computer Science Department, BINUS Graduate Program – Doctor of Computer Science, Bina Nusantara University, Jakarta, Indonesia
    https://doi.org/10.14419/xxp82h78

    Received date: June 19, 2025

    Accepted date: July 17, 2025

    Published date: July 27, 2025

  • IT Governance; After-Sales Services; Authorized Dealership; Cobit-5; Capability Assessment

  • Abstract

    The increasing adoption of digital technologies in automotive after-sales services has introduced new challenges for IT governance, particularly within authorized car dealerships. These dealerships rely on digital tools, such as customer relationship management (CRM), service ‎scheduling, and performance monitoring systems, to deliver consistent and effective services. As these systems become more complex, ‎structured IT governance is critical to ensure strategic alignment, risk management, and service quality.‎

    This study assesses the implementation and perceived effectiveness of IT governance practices using the COBIT 5 framework. The assessment model is based on its five core domains: Evaluate, Direct and Monitor (EDM); Align, Plan and Organize (APO); Build, Acquire and ‎Implement (BAI); Deliver, Service and Support (DSS); and Monitor, Evaluate and Assess (MEA). A total of 87 respondents from authorized car dealerships in Indonesia participated in a quantitative survey. Data were analyzed using Partial Least Squares Structural Equation ‎Modeling (PLS-SEM).‎

    The results indicate moderate governance maturity across all domains, with the highest capability observed in EDM (mean = 3.6) and the ‎lowest in MEA (mean = 2.9). Important path links between domains support the structural reasoning of the COBIT 5 model. This paper ‎offers empirical analysis on COBIT 5 implementation in customer-facing automotive environments as well as pragmatic advice for improving IT governance, service delivery, and performance measurement in after-sales operations. While the findings provide valuable insights, ‎they are contextually limited to authorized dealerships in Indonesia and may vary in other regions with different governance practices or IT ‎maturity‎.

  • References

    1. C. Llopis-Albert, F. Rubio, and F. Valero, “Impact of digital transformation on the automotive industry,” Technol Forecast Soc Change, vol. 162, Jan. 2021, https://doi.org/10.1016/j.techfore.2020.120343.
    2. J. Tian, A. Chin, B. Technology, and C. M. Karg, “Digital Services in the automotive industry,” IT Prof, vol. 18, no. 5, pp. 4–6, 2016, https://doi.org/10.1109/MITP.2016.93.
    3. ISACA, COBIT 5: A Business Framework for the Governance and Management of Enterprise IT. ISACA, 2012.
    4. M. K. Soundarapandian et al., “Towards industry 4.0: gap analysis between current automotive MES and industry standards using model-based requirement Engineering,” in 2017 IEEE International Conference on Software Architecture Workshops (ICSAW), Apr. 2017, pp. 29–35. https://doi.org/10.1109/ICSAW.2017.53.
    5. A. A. Mirolyubov, M. I. Turina, and A. A. Tsekhanovich, “Digital transformations in automotive dealer chain-chances and challenges,” in Interna-tional Conference on Digital Transformation in Logistics and Infrastructure (ICDTLI 2019) , Atlantis Press, 2019, pp. 427–433 https://doi.org/10.2991/icdtli-19.2019.74.
    6. F. M. Alkhaldi, S. M. Hammami, and M. A. Uddin, “Understanding value characteristics toward a robust IT governance application in private or-ganizations using COBIT framework,” International Journal of Engineering Business Management, vol. 9, pp. 1–8, 2017, https://doi.org/10.1177/1847979017703779.
    7. A. Joshi, J. Benitez, T. Huygh, L. Ruiz, and S. De Haes, “Impact of IT governance process capability on business performance: Theory and empiri-cal evidence,” Decis Support Syst, vol. 153, p. 113668, Feb. 2022, https://doi.org/10.1016/j.dss.2021.113668.
    8. International Organization for Standardization, “ISO/IEC 38500 — Information technology — Governance of IT for the organization,” 2nd ed., Geneva, Switzerland: International Organization for Standardization, 2015.
    9. A. Jankovic-Zugic, N. Medic, M. Pavlovic, T. Todorovic, and S. Rakic, “Servitization 4.0 as a Trigger for Sustainable Business: Evidence from Au-tomotive Digital Supply Chain,” Sustainability (Switzerland), vol. 15, no. 3, Feb. 2023, https://doi.org/10.3390/su15032217.
    10. C. M. Durugbo, “After-sales services and aftermarket support: a systematic review, theory and future research directions,” Mar. 18, 2020, Taylor and Francis Ltd. https://doi.org/10.1080/00207543.2019.1693655.R. Hanafi, L. A. Wibowo, and A. Rahayu, “Organization and IT strategic align-ment, determination of IT process priorities using COBIT 5,” in 2020 International Conference on Advancement in Data Science, E-Learning and Information Systems, ICADEIS 2020, Institute of Electrical and Electronics Engineers Inc., Oct. 2020. https://doi.org/10.1109/ICADEIS49811.2020.9277302.
    11. J. F. Hair, J. J. Risher, M. Sarstedt, and C. M. Ringle, “When to use and how to report the results of PLS-SEM,” Jan. 14, 2019, Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018-0203.

  • Downloads

  • How to Cite

    Kridiawan, Y., Legowo, N. ., Soewito, B. ., & Lumban Gaol, F. . (2025). Modeling and Validating COBIT 5-Based It Governance ‎Capability in Automotive After-Sales Services: Empirical Insights from Authorized Dealerships. International Journal of Basic and Applied Sciences, 14(3), 338-344. https://doi.org/10.14419/xxp82h78