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All Journal Teknika: Jurnal Sains dan Teknologi Journal Industrial Servicess Journal of Community Service in Science and Engineering Journal of Systems Engineering and Management
Gunawan, Akbar
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 Energy Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mathematics Mechanical Engineering Physics Transportation

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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.
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.
Application of digital marketing innovation in creative industries in Waringinkurung Village, Serang Regency Gunawan, Akbar; Barleany, Dhena Ria; Putri, Ardini; Khairunnisa, Zahra
Journal of Community Service in Science and Engineering (JoCSE) Vol 3, No 2 (2024): Available Online in October 2024
Publisher : Faculty of Engineering, Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jocse.v3i2.28029

Abstract

The creative industry is a growing business sector that draws significant attention due to its reliance on skills and talents, which improve welfare and create employment opportunities. One example is Mrs. Riris' scrunchie production business, a Micro, Small, and Medium Enterprise (MSME) located in Waringin Kurung Village/Subdistrict, Serang Regency. This business has a production capacity of up to 200 pieces per month. Still, it lacks essential elements such as a brand identity, logo, and proper product packaging, relying solely on word-of-mouth marketing. Similarly, other creative industry businesses in Waringin Kurung Village/Subdistrict face challenges from limited knowledge and skills in utilizing information technology for business growth. This community service program aims to provide counseling and assistance to creative industry business actors to foster innovation in digital marketing. The program is implemented in several stages: initial socialization, training on innovative approaches relevant to the creative industry, and practical implementation. Activities include counseling, hands-on assistance, and website development to expand marketing reach. This initiative is expected to empower local businesses to improve their competitiveness and achieve sustainable growth by adopting digital marketing strategies.Industri kreatif merupakan sektor usaha yang sedang berkembang pesat dan banyak diminati karena mengandalkan keterampilan dan bakat yang dimilikinya untuk meningkatkan kesejahteraan dan menciptakan lapangan kerja. Salah satu contohnya adalah usaha produksi scrunchie milik Ibu Riris, sebuah Usaha Mikro Kecil dan Menengah (UMKM) yang berlokasi di Desa/Kecamatan Waringin Kurung, Kabupaten Serang. Usaha ini memiliki kapasitas produksi hingga 200 potong per bulan. Namun, usaha ini masih belum memiliki unsur-unsur penting seperti identitas merek, logo, dan kemasan produk yang baik, sehingga hanya mengandalkan pemasaran dari mulut ke mulut. Begitu pula dengan usaha industri kreatif lainnya di Desa/Kecamatan Waringin Kurung yang menghadapi kendala keterbatasan pengetahuan dan keterampilan dalam memanfaatkan teknologi informasi untuk pengembangan usaha. Program pengabdian masyarakat ini bertujuan untuk memberikan penyuluhan dan pendampingan kepada para pelaku usaha industri kreatif agar mampu berinovasi dalam pemasaran digital. Pelaksanaan program ini dilakukan melalui beberapa tahap, yaitu sosialisasi awal, pelatihan pendekatan inovatif yang relevan dengan industri kreatif, dan pelaksanaan praktik. Kegiatan yang dilakukan meliputi penyuluhan, pendampingan langsung, dan pengembangan situs web untuk memperluas jangkauan pemasaran. Inisiatif ini diharapkan dapat memberdayakan bisnis lokal untuk meningkatkan daya saing mereka dan mencapai pertumbuhan berkelanjutan dengan mengadopsi strategi pemasaran digital.
Analisis Risiko Rantai Pasok Produk Genteng Menggunakan Metode House of Risk Ulfah, MT, Maria; Ferdinant, Putro Ferro; Muharni, Yusraeni; Wulandari, Anting; Sonda, Atia; Saeful Mutaqin, Ade Irman; Gunawan, Akbar
Journal of Systems Engineering and Management Vol 3, No 2 (2024)
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/joseam.v3i2.30073

Abstract

UMKM  Genteng H.Rosyid merupakan salah satu UMKM yang memproduksi genteng. UMKM  ini pada aktivitas rantai pasoknya terutama pada proses produksinya masih ditemukan risiko seperti sulitnya memperoleh bahan baku, harga bahan baku yang tinggi, waktu pengiriman terlambat dan lain-lain. Oleh karena itu dibutuhkan analisis risiko untuk menemukan risiko yang ditimbulkan agar dapat mengantisipasi kerugian dan hambatan yang ditimbulkan. Penelitian ini bertujuan untuk mengidentifikasi risk event dan risk agent pada rantai pasok produk genteng, dan menentukan strategi mitigasi yang diprioritaskan untuk diterapkan pada rantai pasok produk genteng. Metode yang digunakan pada penelitian ini yaitu metode SCOR (Supply Chain Operation Reference) dan HOR (House of Risk). SCOR digunakan untuk mengidentifikasi risk event yang terdiri dari 5 dimensi yaitu plan, source, make, deliver dan return. HOR digunakan untuk menentukan prioritas risk agent dan aksi mitigasi yang perlu dilakukan. Berdasarkan hasil identifikasi risiko diperoleh 12 risk event dan 12 risk agent serta 5 aksi mitigasi yaitu menyediakan safety stock bahan baku, menyediakan alat (tools) cadangan, menyediakan lebih banyak alat yang siap pakai, mempersiapkan alternatif lain untuk proses pengeringan produk setengah jadi, tempat pengambilan bahan baku dijadikan indoor, menyediakan lebih banyak supplier bahan baku.
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.
Integration of SERVQUAL and Six Sigma for enhancing academic service quality in departments and laboratories: A case study Ulfah, Maria; Arina, Faula; Sonda, Atia; Muharni, Yusraini; Anggraeni, Shanti Kirana; Gunawan, Akbar; S. Muttaqin, Ade Irman
Journal Industrial Servicess Vol 11, No 1 (2025): April 2025
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v11i1.29226

Abstract

Academic services are super important for shaping how students experience their education and feel about their school. The quality of these services, whether in academic departments or laboratories, affects how well students perform, how engaged they are, and what they think of their institution. This study sets out to figure out the lowest gap value, calculate the sigma value and satisfaction level, and suggest ways to improve the academic services in the Department and Laboratory. We used Servqual and Six Sigma methods to dig into this. The results showed that all service attributes, for both the department and the lab, had negative gap values. For department services, the total sigma value was 2.205 with an average satisfaction level of 76.2%. For lab services, it was a sigma of 2.274 and a satisfaction level of 78.04%. The biggest issue for both was the same: the comfort of the study room in the department and the practicum room in the lab, which were rated as super important but had the lowest satisfaction. Using the 5W + 1H method, we came up with practical suggestions to fix what’s making students unhappy.
Co-Authors Aditya Rahadian Fachrur Anggraeni, Shanti Kirana Arina, Faula Baridzualdi, Baridzualdi Barleany, Dhena Ria Fauzan, Zahran Febianti, Evi Ferdinant, Putro Ferro Katili, Putiri Bhuana Khairunnisa, Zahra Khatili, Putiri Buana Muharni, Yusraeni Muharni, Yusraini Putri, Ardini Ratna Ekawati S. Muttaqin, Ade Irman Saeful Mutaqin, Ade Irman Setiawan, Hadi Sonda, Atia Ulfah, Maria Ulfah, MT, Maria Wahyuni, Nuraida Wibowo, Habibi Urfa Wulandari, Anting Yulianti, Nani