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All Journal Jurnal Industri Samudra
Theresia Pawitra
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Chemical Engineering, Chemistry & Bioengineering Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science

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Analisis Kualitas Layanan IndiHome Menggunakan Metode SERVQUAL dan Improvement Gap Analysis (IGA) Theresia Pawitra; Yunika Rinda Suryana; Dharma Widada
Jurnal Industri Samudra Vol 7 No 1 (2026): Jurnal Industri Samudra
Publisher : Program Studi Teknik Industri, Fakultas Teknik. Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55377/jis.v7i1.14454

Abstract

Indihome (Indonesia Digital Home) is a service product that provides internet, television, and telephone services. As an internet service provider, IndiHome is expected to ensure that its customers receive the best possible service experience. In this study, the researcher analyzed the service quality delivered by IndiHome using the Servqual method to measure service quality and the Improvement Gap Analysis (IGA) method to identify priority attributes that require improvement. The results of the Servqual analysis showed that 15 service attributes had negative gaps, while 7 attributes had positive gaps. These attributes were then further analyzed using the IGA method, which classified them into four quadrants: 7 attributes were categorized in Quadrant I, 4 attributes in Quadrant II, 8 attributes in Quadrant III, and 3 attributes in Quadrant IV. A Z-Test was subsequently conducted to determine the significance of the gaps between customer perceptions and expectations. The results revealed that three attributes had significant gaps. These included the attribute stating that employees provide clear information regarding the certainty of service execution time, which was classified in Quadrant IV, as well as the attributes stating that IndiHome employees are always willing to help customers and consistently behave politely, both of which were classified in Quadrant I. Since all three attributes showed negative gaps, improvement recommendations were considered necessary. To formulate these recommendations, an analysis of the causes of Gap 5 was carried out by examining the contributing causes of Gap 1, Gap 2, Gap 3, and Gap 4.
Analisis Strategi Pemasaran Coffee Shop Loja, Kota Sangatta, Kutai Timur Dengan Metode Swot Analysis Theresia Pawitra; Peslianti Rice Mellolo; Dharma Widada
Jurnal Industri Samudra Vol 6 No 1 (2025): Jurnal Industri Samudra
Publisher : Program Studi Teknik Industri, Fakultas Teknik. Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55377/jis.v6i1.12730

Abstract

Loja Coffee Shop in Sangatta, East Kutai, has experienced sales fluctuations due to new competitors. Identification results revealed 10 internal and 10 external factors, with an IFE score of 2.781 and an EFE score of 2.48. A CPM analysis showed Loja’s advantage over De’Atake Cafe. A customer questionnaire yielded a score of 24.37. The IE Matrix suggests a hold-and-maintain strategy. The SWOT analysis produced SO, ST, WO, and WT strategies, with priorities on market expansion, market growth improvement, and profit maximization. The expansion strategy involves opening new branches or franchises in potential locations. Other strategies include partnerships with the government, growth in online markets, digital payments, and social media promotions. To maximize profits, Loja can implement upselling, holiday discounts, and bundle offers. Maintaining flavor quality is also essential as a key differentiator.
Co-Authors Dharma Widada Dharma Widada Peslianti Rice Mellolo Yunika Rinda Suryana