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All Journal Journal of Renewable Energy and Mechanics International Journal of Economics Development Research (IJEDR)
Mustafa, Zainol
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Automotive Engineering Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences

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Analyzing the Influence of Service Quality in Water Distribution on Customer Complaints and Its Role in Enhancing Customer Satisfaction Kusuma, Gusti Putu Eka; I Gusti Made Oka Astana; Ningsih, Ni Nyoman Ayu; Cattleyana, Dilla; Mustafa, Zainol
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 1 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i1.5500

Abstract

This study aims to examine the impact of water distribution service quality on customer complaints as part of efforts to enhance customer satisfaction at Perumda Air Minum Tirta Hita Buleleng. A quantitative approach was employed, with data collected through questionnaires. The questionnaire responses were measured using an interval scale. Respondents were selected using random sampling techniques. The data were analyzed using SmartPLS software. The study explored three main relationships: the influence of water distribution service quality on customer complaints, the influence of water distribution service quality on customer satisfaction, and the influence of customer complaints on customer satisfaction. The findings indicate that all relationships examined are positive and significant, highlighting the critical role of service quality in reducing complaints and improving customer satisfaction.
DRILL BIT SELECTION USING DESIGN OF EXPERIMENTS (DoE) METHOD Aldio, Rieza Zulrian; Mustafa, Zainol
Journal of Renewable Energy and Mechanics Vol. 3 No. 01 (2020): REM
Publisher : UIR PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25299/rem.2020.4597

Abstract

Drilling process is one of the most common machning process in industrial sector. More than half of the metal-cutting processes are conducted by the drilling process. Drill bit has influenced the results of the drilling process. Therefore, selection of the suitable drill bit becomes a critical factor in the drilling process. This is because the use of the suitable drill bit could fulfill the determined specification value of the hole. Six Sigma and Failure Mode Effect Analysis (FMEA) methods are used to identify factors that have influenced the results of the drilling process. Then by using the Design of Experiment, selection of the best drill bit could be done. In this study, 2 factors that influenced the result are the drill bit type and the drill point angle. Significance test using nested design through MINITAB 14 application has shown that both factors have significant influence over the hole diameter size.. Then by using the plot from the MINITAB 14 application, HPMT 1 became the best drill bit because it could fulfill the specification value. As for the best point angle in this study is 139.72º. Process capability calculation of HPMT 1 has shown that the process is in control. The conclusion is that drill bit HPMT 1 with point angle 139.72º became the best option in this study.
Co-Authors Cattleyana, Dilla Gusti Putu Eka Kusuma I Gusti Made Oka Astana Ningsih, Ni Nyoman Ayu