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All Journal Teknika: Jurnal Sains dan Teknologi Journal Industrial Servicess Journal of Systems Engineering and Management
Wahyuni, Nuraida
Universitas Sultan Ageng Tirtayasa
Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Proposed improvement of service quality in a university canteen using Servperf, PGCV, and TRIZ methods Anggraeni, Shanti Kirana; Wahyuni, Nuraida; Amanah, Umi Noer; Febianti, Evi; Ekawati, Ratna
Journal Industrial Servicess Vol 9, No 2 (2023): October 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i2.21746

Abstract

Kantin Hijrah at FT Untirta is among the food and beverage businesses located at the Faculty of Engineering, Sultan Ageng Tirtayasa University. Continuous efforts are essential to enhance service quality to achieve satisfied and loyal customers. This study aims to assess the service quality at Kantin Hijrah FT Untirta and suggest improvements by utilizing the SERVPERF, PGCV, and TRIZ methods. Questionnaires were distributed to 97 active FT Untirta students for data collection. According to the SERVPERV method, the service quality yielded a score of 3.64, indicating satisfaction. Additionally, utilizing the PGCV and TRIZ methods identified five attributes for improvement: maintaining cleanliness in the restroom, ensuring a well-kept handwashing area, providing menu books, adequate and well-maintained tables, and chairs, and ensuring the overall comfort of Kantin Hijrah (i.e., maintaining a suitable temperature and reducing noise). Implementing these proposed improvements aims to further enhance the service quality at Kantin Hijrah.
A comparative study on e-wallet user perceptions: Pre- and post-COVID-19 analysis using e-SERVQUAL Wahyuni, Nuraida; Fauzan, Zahran; Gunawan, Akbar; Anggraeni, Shanti Kirana; Febianti, Evi; Ekawati, Ratna
Journal Industrial Servicess Vol 9, No 1 (2023): April 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i1.19060

Abstract

The use of e-wallets in Indonesia has been developing since their emergence in 2011. The circulation of electronic money has been increasing, particularly in urban areas, due to the rising digital literacy of people. However, there was a significant increase during the Covid period when restrictions were imposed on community activities to prevent the spread of the virus. During this period, the circulation of electronic money more than doubled from the previous year. The perception of e-wallet users is crucial as it provides valuable information about their expectations and preferences. This information helps e-wallet providers determine whether their products or services meet the users' expectations. The e-SERVQUAL method is used to measure e-wallet user perceptions, which evaluates the quality of electronic services provided by companies through electronic media. Therefore, this study aims to investigate whether there is a significant difference in e-wallet user perceptions using e-SERVQUAL before and after the Covid period. The survey method was used in this study. The results showed a significant difference between users' perceptions before and after the Covid period with a significance value below 0.05.
Application of house of risk to analyze supply chain risks in MSMEs (food processing industry) Wahyuni, Nuraida; Trenggonowati, Dyah Lintang; Ibrahim, Maulana Malik; Anggraeni, Shanti Kirana; Ekawati, Ratna; Febianti, Evi
Journal Industrial Servicess Vol 9, No 2 (2023): October 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i2.21888

Abstract

Supply chain risk management plays a pivotal role for businesses, regardless of their size—be it large industries or Micro, Small, and Medium Enterprises (MSMEs). Even in MSMEs, supply chain risk management is crucial to mitigate potential risks stemming from various events. Consider BS, an MSME producing bread in Cilegon city, established in 2020, aspiring for market expansion. However, BS faces internal challenges such as fluctuating flour availability, recurring machine breakdowns twice a month, and consumer returns due to order discrepancies. Thus, this study aims to analyze supply chain risks to proactively prevent these recurrent events. The method employed here is the House of Risk. Through data processing, 32 risk events were identified by mapping supply chain activities based on the SCOR principle. From these events, 18 risk agents were derived, highlighting critical areas that require resolution. Employing a Pareto diagram, six priority risk agents have been identified for immediate resolution.
Mitigating organizational risks in the Secretariat of the Finance Education and Training Agency: A House of Risk methodology Anggraeni, Shanti Kirana; Wahyuni, Nuraida; Soleha, Iim Imroatu; Katili, Putiri Bhuana; Ulfah, Maria
Journal Industrial Servicess Vol 10, No 1 (2024): April 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i1.24578

Abstract

One regulation of the Head of the Financial Education and Training Agency (BPPK) states that the BPPK Secretariat is an Echelon II Unit within BPPK, tasked with coordinating duties, coaching, and providing administrative support to all BPPK elements. In its management process, the BPPK Secretariat encounters various opportunities and risks. This study aims to identify and manage organizational risks at the BPPK Secretariat. The House of Risk (HOR) method's Phase 1 is used for risk identification, analysis, and evaluation, while Phase 2 is used for risk mitigation. Additionally, the Failure Mode and Effects Analysis (FMEA) method is used to assess severity and occurrence, and Pareto diagrams are used to determine priority risk sources. The study identified 22 risk events, 46 sources of risk, 5 priority risk sources, and proposed 9 mitigation actions. One identified risk event is the inadequate level of employee understanding of the learning organization, with the source of risk being the lack of optimal activities that can provide understanding to employees regarding the learning organization. This source of risk is a priority risk source, leading to proposed mitigation actions such as conducting socialization, dissemination, webinars, talk shows, and assistance activities about learning organizations.
Analisis risiko pada oil laboratory menggunakan metode House of Risk Anggraeni, Shanti Kirana; Wahyuni, Nuraida; Febianti, Evi; Ramdhani, Desi
Journal of Systems Engineering and Management Vol 1, No 1 (2022)
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/joseam.v1i1.17585

Abstract

PT XYZ adalah perusahaan penyedia energi listrik yang memiliki beberapa laboratorium, salah satunya yaitu Oil Laboratory dimana di dalamnya terdapat bahan kimia yang mudah terbakar. Tingginya resiko kecelakaan kerja pada Oil Laboratory menyebabkan dibutuhkannya   penanganan risiko yang tepat yang dapat mencegah terjadinya risiko yang dapat timbul dari setiap aktivitas yang dilakukan di laboratorium ini.  Tujuan penelitian ini adalah untuk mengetahui kejadian risiko dan sumber risiko yang dapat terjadi di Oil Laboratory dengan menggunakan metode House of Risk fase 1. Dengan menggunakan metode House of Risk fase 1 diperoleh hasil bahwa terdapat 9 kejadian risiko dan 5 sumber risiko yang diutamakan di Oil Laboratory, yaitu (1) Bahan kimia yang memiliki sifat mudah terbakar (26%); (2) Terpapar bahan kimia yang digunakan (17%); (3) Ketika sarung tangan yang digunakan berbahan karet dan terkena oil sample (13%); (4) Terkena reagen yang digunakan (12%); dan (5) Ketika oil sample yang digunakan berjatuhan ke lantai (12%).
Profil risiko proses bongkar muat pada jasa logistik Wahyuni, Nuraida; Anggraeni, Shanti Kirana; Zakia, Halisatu
Journal of Systems Engineering and Management Vol 1, No 1 (2022)
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/joseam.v1i1.17609

Abstract

Sistem bongkar muat pada sebuah perusahaan logistik mengalami perubahan sistem. Sistem lama memindahkan muatan dari kapal langsung menuju ke gudang pelanggan. Sedangkan sistem yang baru memindahkan muatan dari kapal menuju ke gudang milik perusahaan. Sebuah manajemen risiko dibutuhkan agar dapat menganalisis risiko kegiatan dan anggaran perubahan sistem tersebut. Tujuan dari penelitian ini adalah untuk membuat profil risiko pada perubahan sistem bongkar muat. Metode yang digunakan adalah dengan menggunakan risk register. Hasil dari pengolahan risk register didapatkan bahwa risiko inherent termasuk pada kategori extreme high apabila tidak dimitigasi. Dan apabila tindakan mitigasi dilakukan, akan menghasilkan risiko residual dalam kategori medium. Sehingga, secara keseluruhan, risk appetite didapatkan dalam kategori low risk.
Effect of job satisfaction, employee engagement, and work culture on employee performance during the Covid-19 pandemic Gunawan, Akbar; Wahyuni, Nuraida; Baridzualdi, Baridzualdi; Katili, Putiri Bhuana; Setiawan, Hadi; Yulianti, Nani
Journal of Systems Engineering and Management Vol 1, No 1 (2022)
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/joseam.v1i1.17542

Abstract

XYZ is a manufacturing company producing paper and cardboard boxes for packaging. Based on field observations, the Covid-19 pandemic also impacts XYZ employees, namely changes in work habits. These changes make employees experience difficulties at work and make it difficult for them to meet production targets. Based on this, there are indications of a decrease in employee performance. Therefore, the researchers took several approaches to things that affect employee performance. This study aims to determine the effect of job satisfaction on employee performance, attachment to employee performance, and work culture on employee performance. The results obtained from these objectives are that the job satisfaction variable has a positive and significant effect on the employee performance variable, the employee engagement variable has a positive and significant effect on employee performance, and the work culture variable has a positive and significant influence on the employee performance variable.
Clustering student satisfaction using SERVQUAL and K-means methods Gunawan, Akbar; Wahyuni, Nuraida; Wibowo, Habibi Urfa; Fachrur, Aditya Rahadian; Khatili, Putiri Buana; Barleany, Dhena Ria
Jurnal Teknika Vol 20, No 2 (2024): Available Online in November 2024
Publisher : Faculty of Engineering, Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/tjst.v20i2.29060

Abstract

Student satisfaction is a critical indicator of higher education service quality. Higher education institutions must maintain student satisfaction to ensure service quality. This study measures and analyzes student satisfaction at higher education institutions using the SERVQUAL model to inform service improvement strategies. A survey assessed five key service dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Gap analysis and non-hierarchical K-means clustering identified six student groups with varying satisfaction levels. Cluster 1, with an average gap score of -3.00 and a Customer Satisfaction Index (CSI) of 65.68%, was categorized as 'less satisfied' and prioritized for improvement. Importance Performance Analysis (IPA) identified critical service attributes. Improvement strategies; developed using the 5W+1H framework (Who, What, Where, When, Why, and How); emphasize enhanced communication, faster service delivery, strengthened employee competencies, and a student-centered organizational culture. These findings provide a robust foundation for strategic decision-making to enhance service quality in higher education institutions.
Co-Authors Aditya Rahadian Fachrur Amanah, Umi Noer Anggraeni, Shanti Kirana Baridzualdi, Baridzualdi Barleany, Dhena Ria Fauzan, Zahran Febianti, Evi Gunawan, Akbar Ibrahim, Maulana Malik Katili, Putiri Bhuana Khatili, Putiri Buana Maria Ulfah Putiri Bhuana Katili Ramdhani, Desi Ratna Ekawati Setiawan, Hadi Soleha, Iim Imroatu Trenggonowati, Dyah Lintang Wibowo, Habibi Urfa Yulianti, Nani Zakia, Halisatu