Analysis of Capability Levels And Gaps in Sales Information System Governance Using Cobit 2019 at Vehicle Dealerships in Batam

Abstract

Digital transformation in the automotive industry has accelerated the adoption of Sales Information Systems (SIS) to support customer data management, sales transactions, reporting activities, and managerial decision-making. To ensure these systems deliver value, effective information technology governance must support their implementation. This study aims to evaluate the Capability Level and Capability Gap of Sales Information System governance at MG Motor Batam, DFSK Batam, and VinFast Batam using the COBIT 2019 framework. This study used a quantitative approach with an evaluative research design. Data were collected through observations, interviews, documentation reviews, and questionnaires administered to 30 respondents. The assessment focused on five COBIT 2019 processes: APO01 (Managed I&T Management Framework), APO13 (Managed Security), BAI03 (Managed Solutions Identification and Build), DSS01 (Managed Operations), and DSS05 (Managed Security Services). The findings indicate an overall average Current Capability Level of 2.75, placing the evaluated governance processes within Level 2 (Managed Process) and approaching Level 3 (Established Process). Among the three dealerships, VinFast Batam achieved the highest average capability score of 2.82, followed by DFSK Batam with 2.73 and MG Motor Batam with 2.71. The Capability Gap analysis revealed gaps ranging from 0.01 to 0.48, with the largest gaps identified in APO01 and APO13 at MG Motor Batam. Overall, the results suggest that Sales Information System governance across the three dealerships has reached a managed capability level and requires incremental improvements to achieve the targeted capability level.