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Agung Widarman
STT Wastukancana Purwakarta, Indonesia
Education

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ANALISIS KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY, KANO DAN HOQ DI PT. RAMA MULIA SENTOSA Ilham Maulana Dzakky; Haris Sandy Yudha; Agung Widarman
Jurnal Manajemen Pendidikan Vol. 11 No. 4 (2026): Regular Issue (In Progress)
Publisher : STKIP Pesisir Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34125/jmp.v11i4.3271

Abstract

This study aims to evaluate Service Quality and formulate improvement priorities at PT. Rama Mulia Sentosa by integrating the SERVQUAL, Kano, and House of Quality (HOQ) methods. Data were collected from 120 customers occupying purchasing positions through a structured questionnaire. The SERVQUAL analysis identified several service attributes with negative gaps, particularly related to delivery punctuality, delivery schedule flexibility, product appearance, warranty clarity, complaint handling, and communication responsiveness. The Kano model classified these attributes into Must-Be, One-Dimensional, and Attractive categories, showing that several service elements are fundamental expectations and directly affect customer satisfaction. The HOQ analysis was then used to translate prioritized customer requirements into technical responses. The most important technical improvements were shipment monitoring and distribution evaluation, product quality inspection, flexible delivery scheduling, complaint handling system improvement, warranty SOP development, and customer communication enhancement. These findings indicate that SERVQUAL, Kano, and HOQ can provide a systematic and practical framework for improving Service Quality and customer satisfaction.
ANALISIS PEMILIHAN SUPPLIER BOLT AND NUT MENGGUNAKAN METODE ANALYTICAL HIERARCHY PROCESS (AHP) - TOPSIS DI PT. RAMA MULIA SENTOSA Dio Nuralam; Agung Widarman; Haris Sandy Yudha
Jurnal Manajemen Pendidikan Vol. 11 No. 4 (2026): Regular Issue (In Progress)
Publisher : STKIP Pesisir Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34125/jmp.v11i4.3289

Abstract

This study aims to determine the criteria and sub-criteria for selecting a bolt and nut supplier at PT. Rama Mulia Sentosa and to identify the top-priority supplier to eliminate subjectivity in evaluating these critical mechanical components. The research integrates the Analytical Hierarchy Process (AHP) and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) through criteria identification, hierarchical structuring, expert-based weighting, consistency testing, and calculating alternative closeness to the ideal solution. The AHP results reveal that Quality is the highest priority criterion with a weight of 0.47, followed by Price (0.17), Term of Payment (0.13), Update (0.12), and Capability (0.12). Furthermore, the TOPSIS ranking establishes Supplier A as the best alternative with a preference value of 0.674, significantly outperforming Supplier B (0.397) and Supplier C (0.326). The novelty of this research lies in proving that the integration of AHP and TOPSIS effectively transforms subjective purchasing evaluations into objective, systematic, and measurable decisions, demonstrated by Supplier A's consistent dominance across all sub-criteria. This finding provides PT. Rama Mulia Sentosa with a factual foundation for supplier selection, sets a performance benchmark for other vendors, and serves as a replicable evaluation model for other critical components with similar requirements.
Co-Authors Dio Nuralam Haris Sandy Yudha Ilham Maulana Dzakky