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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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Journal : Journal Industrial Servicess

 1 
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.
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