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All Journal Jurnal Informatika Teknologi dan Sains (Jinteks) Jurnal Industri dan Teknologi Samawa (JITSA)
Lili Rasyidi
Institut Teknologi PLN
Computer Science & IT Control & Systems Engineering Industrial & Manufacturing Engineering

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IMPLEMENTASI QUALITY FUNCTION DEPLOYMENT (QFD) TERINTEGRASI SERVQUAL DAN KANO MODEL SEBAGAI UPAYA MENINGKATKAN KUALITAS LAYANAN PADA BENGKEL RESMI “APM” Victor Assani Desiawan; Lili Rasyidi; Utami Wahyuningsih
Jurnal Informatika Teknologi dan Sains (Jinteks) Vol 8 No 2 (2026): EDISI 28
Publisher : Program Studi Informatika Universitas Teknologi Sumbawa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51401/jinteks.v8i2.7450

Abstract

Bengkel resmi APM dituntut mampu memberikan kualitas layanan optimal guna meningkatkan kepuasan dan loyalitas pelanggan. Kenyataanya, terdapat kesenjangan antara harapan pelanggan dan kinerja pelayanan. Penelitian ini bertujuan menganalisis kualitas pelayanan menggunakan integrasi Servqual, Kano Model, dan Quality Function Deployment (QFD). Penelitian ini menggunakan metode kuantitatif dengan pendekatan cross-sectional dilakukan melalui penyebaran kuesioner kepada 100 responden dari hasil purposive sampling di wilayah Jabotabek. Servqual mengidentifikasi kesenjangan antara persepsi dan harapan pelanggan, Kano Model digunakan untuk mengklasifikasikan 25 atribut pelayanan berdasarkan tingkat pengaruhnya terhadap kepuasan pelanggan, sedangkan QFD menterjemahkan kebutuhan pelanggan dalam prioritas teknis perbaikan layanan. Hasil menunjukkan seluruh dimensi kualitas pelayanan memiliki nilai gap negatif. Dimensi responsiveness memiliki gap terbesar sebesar -1,09, diikuti reliability sebesar -1,07, yang menunjukkan pelanggan belum puas terhadap kecepatan dan konsistensi pelayanan. Kano Model menunjukkan atribut ketepatan waktu pelayanan dan kompetensi petugas termasuk kategori must-be, sedangkan fasilitas digital termasuk kategori attractive. Berdasarkan analisis QFD yang dilakukan dalam 3 level, prioritas utama perbaikan adalah pelatihan sumber daya manusia 24,8%, standarisasi SOP pelayanan 22,6%, dan digitalisasi sistem 18,3%. Penelitian membuktikan bahwa integrasi Servqual, Kano Model, dan QFD mampu memberikan pendekatan lebih komprehensif dalam mengidentifikasi kebutuhan pelanggan, menentukan prioritas atribut pelayanan, dan menyusun strategi peningkatan kualitas layanan secara sistematis.
Remodel Troli Industri Menggunakan Metode Weighted Properties Dan Analisis Antropometri Untuk Stasiun Pengisian Dan Pengangkutan Bulk Elpiji lili rasyidi; Utami Wahyuningsih; Victor Assani Desiawan; Muhammad Yusuf Habibie
JURNAL INDUSTRI DAN TEKNOLOGI SAMAWA Vol 7 No 1 (2026): EDISI 13
Publisher : Program Studi Teknik Industri Universitas Teknologi Sumbawa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36761/jitsa.v7i1.6810

Abstract

At the Liquefied Petroleum Gas Filling and Transportation Station (SPBE), trolleys serve as an essential means of transport for moving LPG cylinders. These trolleys play a crucial role in facilitating the handling and movement of cylinders throughout the operational process—from the filling station to the distribution area. However, conventional industrial trolley designs typically use heavy metal materials, which lead to several issues affecting operational efficiency and worker well-being. This study aims to redesign the industrial trolley used at SPBE stations by focusing on the use of lighter materials without compromising mechanical strength. The Weighted Properties Analysis (WPA) method was employed to evaluate various materials based on criteria such as tensile strength, corrosion resistance, lightweight characteristics, cost, and availability. The analysis results indicate that Carbon Fiber Reinforced Polymer (CFRP) is the most suitable material, offering advantages in low weight, high tensile strength, and excellent corrosion resistance. Furthermore, anthropometric data of workers were integrated into the design process to ensure an ergonomic and comfortable trolley that minimizes the risk of injury. The implementation of the proposed trolley design is expected to enhance operational efficiency, reduce workers’ physical load, and support environmental sustainability through the use of durable materials.
Co-Authors Muhammad Yusuf Habibie Utami Wahyuningsih Victor Assani Desiawan