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All Journal SITEKIN: Jurnal Sains, Teknologi dan Industri Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri INTECOMS: Journal of Information Technology and Computer Science JURNAL Al-AZHAR INDONESIA SERI SAINS DAN TEKNOLOGI Jurnal Teknik Industri Terintegrasi (JUTIN) International Journal of Science, Engineering and Information Technology Advance Sustainable Science, Engineering and Technology (ASSET) Journal Industrial Engineering and Management (JUST-ME) JGEN : Jurnal Pengabdian Kepada Masyarakat Advance Sustainable Science, Engineering and Technology (ASSET)
Dahda, Said Salim
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Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Public Health Other

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Optimising the Quality of Postpaid Electricity Billing Information Services through the Integration of the SERVQUAL Mixed Methods Approach Khumaidi, Moh Naufal; Dahda, Said Salim
SITEKIN: Jurnal Sains, Teknologi dan Industri Vol 23, No 1 (2025): December 2025
Publisher : Fakultas Sains dan Teknologi Universitas Islam Negeri Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24014/sitekin.v23i1.38469

Abstract

The quality of postpaid electricity billing information services is a critical factor in maintaining customer satisfaction and the operational sustainability of electricity service providers. However, the complexity of identifying service quality gaps requires an integrative and comprehensive approach. The integration of a mixed methods approach with the SERVQUAL model is considered to have the potential to optimise service quality through holistic problem identification and data-driven solutions. This study used a mixed methods design with an explanatory sequential design approach. The quantitative phase was conducted through a survey using a SERVQUAL questionnaire that measured five dimensions of service quality (tangibles, reliability, responsiveness, assurance, empathy) among 400 postpaid electricity customer respondents. Quantitative data were analysed using regression tests and gap analysis to identify discrepancies between customer expectations and perceptions. The qualitative phase was conducted through in-depth interviews with 15 customers and focus group discussions (FGD) with service staff to explore the causes of the gaps and potential solutions. Data integration was carried out through joint display analysis and triangulation. Quantitative analysis revealed negative gaps in all SERVQUAL dimensions, with the highest gaps in reliability (-1.85) and responsiveness (-1.72). The lowest gap was in tangibles (-0.95). Qualitative analysis revealed the root causes, including inaccurate billing information, slow response to complaints, and lack of empathy in communication. Data integration identified three main wastes: waiting time in delivering information, reprocessing billing data, and overburdening the information system. Improvement priorities focused on developing a real-time data integration system and training service staff. The integration of SERVQUAL mixed methods is effective in identifying service quality gaps and root causes that need to be addressed. Optimising the quality of postpaid electricity billing information services requires both a technical approach (improving the information system) and a human approach (staff training). Implementing solutions based on the findings of this study can improve customer satisfaction and operational efficiency. Further studies are recommended to test the effectiveness of the solutions in a broader context.
Comprehensive Hazard Identification and Risk Assessment (HIRARC) in the Coffee Production Process: A Case Study of Kopi Lanange Jagad Hidayat, _; Nuruddin, Mochammad; Ismiyah, Elly; Dahda, Said Salim; Mahbubah, Nina Aini; Yusron, Rifky Maulana; -, Rohmat; Ridlo, Muhammad Zainur
International Journal of Science, Engineering, and Information Technology Vol 10, No 1 (2025): IJSEIT volume 10 Issue 1 December 2025
Publisher : Universitas Trunojoyo Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/ijseit.v10i1.32380

Abstract

Occupational Safety and Health (OSH) plays a critical role in maintaining safe and sustainable production, particularly in small-scale agro-industrial operations such as coffee processing. This study applies the Hazard Identification, Risk Assessment, and Risk Control (HIRARC) framework to evaluate workplace hazards at Kopi Lanange Jagad, a micro-scale coffee producer in Malang Regency, Indonesia. Field observations and structured interviews were conducted to identify potential hazards across four production stages roasting, grinding, sieving, and packaging. Quantitative measurements were also taken, including ambient temperature, noise level, and airborne dust concentration, to provide empirical data for risk evaluation. The findings identified a total of 12 hazards, classified into three risk categories: high (25%), moderate (50%), and low (25%). The roasting process exhibited the highest risk score (R = 18.4), with average workplace temperatures reaching 85°C–120°C, significantly exceeding the national occupational limit of 30°C for moderate workloads (Permenaker No. 5/2018). The grinding stage also presented considerable hazards, with airborne dust concentrations averaging 2.4 mg/m³, approaching the Ministry of Manpower’s threshold limit value (TLV) of 3 mg/m³. Manual packaging was associated with ergonomic strain, where workers lifted 15–20 kg sacks repeatedly, leading to potential musculoskeletal disorders. Risk evaluation revealed that existing control measures such as natural ventilation and sporadic use of personal protective equipment (PPE) were insufficient to ensure worker safety. To reduce these hazards, the study recommends implementing engineering controls such as local exhaust ventilation and machine insulation, combined with administrative measures including job rotation, scheduled rest breaks, and regular safety training. Ensuring consistent PPE use especially heat-resistant gloves, dust masks, and ear protection can further mitigate residual risks. Overall, the application of the HIRARC framework at Kopi Lanange Jagad demonstrates its effectiveness as a low-cost and practical tool for identifying, prioritizing, and managing occupational hazards in small-scale coffee industries. Implementation of the proposed control strategies is projected to reduce total workplace risk by 35–40%, improving both worker well-being and operational productivity.
Co-Authors Afifi, Mohammad Salva Ainiyah, Yulia Nur Dharmaji, Rizky Elly Ismiyah Hidayat Hidayat Hidayat, _ Iqbal, Nurul Khakim, Maghrufan Khumaidi, Moh Naufal Moh. Jufriyanto Muhammad Zainur Ridlo Muslimah, Tsaqofi Bintang Nagara, M Arga Dita Nina Aini Mahbubah nuruddin, mochammad Pratama, Maghrobi Muzzaky Putra Adinata, Luthfi Rahma, Alifia Shafira Rifky Maulana Yusron Rohmat -, Rohmat Tajri, Tajri Yadani, Dhidu Usrin Yanuar Pandu Negoro