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All Journal JURNAL ITENAS REKAYASA REKA INTEGRA INAQUE: Journal of Industrial & Quality Engineering Eastasouth Journal of Effective Community Services
Sugih Arijanto
Institut Teknologi Nasional Bandung
Computer Science & IT Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences

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Usulan Perbaikan Kualitas Pelayanan Jasa Pengiriman Paket Berdasarkan Hasil Pengukuran Menggunakan Metode Service Quality (Servqual) Di PT.X YUNIAR, SRI SUCI; Arijanto, Sugih; LIANSARI, GITA PERMATA
REKA INTEGRA Vol 2, No 2 (2014): Edisi Keenam
Publisher : REKA INTEGRA

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Abstract

Jumlah perusahaan jasa pengiriman paket yang semakin banyak dengan radius yang tidak terlalu berjauhan mengakibatkan persaingan semakin ketat. PT.X sebagai salah satu perusahaan jasa pengiriman paket harus bisa menjaga dan meningkatkan kualitas agar dapat menghadapi persaingan. Selain itu, PT.X sering mendapatkan keluhan dari konsumen terhadap pelayanan jasa pengiriman paket PT.X. Penelitian ini bertujuan untuk mengukur kualitas pelayanan dan memberikan usulan perbaikan kualitas jasa pengiriman paket di PT.X berdasarkan hasil pengukuran menggunakan metode Service Quality (Servqual), sehingga perusahaan dapat meningkatkan daya saing dan mengurangi tingkat keluhan konsumen dengan mengetahui penyebab keluhan terjadi. Berdasarkan hasil penelitian, didapatkan nilai Rata-rata Servqual Score Gap 5 sebesar -0,417 artinya konsumen tidak puas terhadap pelayanan jasa PT.X. Hal ini disebabkan oleh manajemen yang tidak memahami ekspektasi konsumen, spesifikasi kualitas jasa, dan penyampaian jasa. Kata kunci: Kepuasan Pelanggan, Servqual, Analisis Gap, Usulan Perbaikan   Abstract The number of package delivery services company with a radius nearby resulted the competition gets tougher. PT.X as a package delivery service company should be able to maintain and improve quality in order to win the competition. On the other hand, PT.X often get complaints from consumers. This study aimed to measure the quality of service and provide suggestions for improvement in the quality of shipping services PT.X based on measurement using Service Quality (Servqual) Method, so the company can improve competitiveness and reduce of consumer complaints to determinant of caused the complaint occurred. Based on the research results, obtained average value Servqual Score of Gap 5 is  -0.417, it means consumers are not satisfied with the services PT.X. This is due to management not understanding the expectations of consumers, service quality specifications and service delivery. Keywords : Customer Satisfaction, Servqual, Gap Analysis, Improvements
ANALISIS KELAYAKAN BISNIS KERTAS BERBAHAN BAKU RUMPUT LAUT SEBAGAI ALTERNATIF BAHAN BAKU PADA INDUSTRI KERTAS Prasetya, Ario Teguh; Nugraha, Cahyadi; Arijanto, Sugih
REKA INTEGRA Vol 1, No 3 (2013): Edisi Ketiga
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Peningkatan jumlahproduksi kertas nasional berdampak pada penebangan hutan dalam skala besar dan berpotensi merusak hutan.Namun saat ini telah ditemukan alternatif bahan baku untuk produksi kertas yaitu rumput laut.Peluang untuk industrialisasi kertas berbahan baku rumput laut cukup terbuka.Meningkatnya kesadaran masyarakat terhadapisu pelestarian lingkungan menjadi alasan untuk melakukan investasi pada bisnis kertas rumput laut.Makalah ini memuat penelitian untuk analisis kelayakan bisnis untuk kertas dari rumput laut. Dalam melakukan analisis kelayakan bisnis ini, dilakukan analisis aspek pasar, aspek teknis,aspek legal dan lingkungan, aspek manajemen sumber daya manusia, serta aspek finansial.Hasil penelitian menyimpulkan bahwa investasi bisnis kertas berbahan baku rumput laut layak untuk direalisasikan.Dengan target produksi rata-rata sebesar 930 ton per tahun didapatkan Payback Period selama 4 tahun 2 bulan, Net Present Value sebesar Rp 6.349.823.484,-, dan Internal Rate of Return sebesar 26,048%. Kata kunci:Industri kertas, rumput laut, analisis kelayakan bisnis ABSTRACT The increased amount of paper production will have a big impact on the pace of deforestation.However, the alternative of raw material for paper production has been found, that isalgae. The opportunity for algae-based paper industrialization is currently open. The increasing of public awareness on environmental issues is a reason to conduct a business investment in algae-based paper. This papercontains a research to analyze the feasibility of algae-based paper investment. The feasibility analysis consists of the analysis of market, technical, legal and environmental, human resource management, and financial. The conclusion is that the algae-based paper investment is reasonable to be implemented. With a target of 930 tons per year of production, the company will reach The Payback Period in 4 years and 2 months, earn Net Present Value Rp 6.349.823.484,-,and Internal Rate of Return 26,048%. Keywords: Paper industry, algae, feasibilityanalysis
SISTEM PERANGKAT LUNAK UNTUK INTERNAL ASSESSMENT KRITERIA PERENCANAAN STRATEGIS MALCOLM BALDRIGE CRITERIA FOR PERFORMANCE EXCELLENCE BERBASIS PENGUKURAN KPKU-BUMN Fitriadi, Fidi; Nugraha, Cahyadi; Arijanto, Sugih
REKA INTEGRA Vol 2, No 1 (2014): Edisi Kelima
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Makalah ini membahas mengenai perancangan sistem perangkat lunak untuk internal assessment metode Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) bidang organisasi profit berbasis pengukuran Kriteria Pengukuran Kinerja Unggul BUMN (KPKU-BUMN). MBCfPE merupakan satu kumpulan kriteria untuk mengukur kinerja perusahaan. Suatu sistem perangkat lunak dapat membantu Internal assessment dengan menggunakan metode MBCfPE. Internal assessment memuat data formulasi profil organisasi perusahaan, pengembangan pertanyaan assessment, dan formulasi score yang diperoleh dari Kriteria Kinerja Ekselen (IQAF, 2011) dan sistem pengukuran berdasarkan KPKU-BUMN. Penelitian ini menghasilkan sistem perangkat lunak untuk kriteria 2 (Perencanaan Strategis) MBCfPE.   Kata kunci: MBCfPE, Internal Assessment, KPKU-BUMN, sistem perangkat lunak   ABSTRACT This paper explains the design of software systems for internal assessment methods Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) field-for profit organization based of measurement KPKU-BUMN. MBCfPE is a set of criteria to measure the performance of the company. A software system can help internal assessment with MBCfPE method. Internal assessment formulation contains data profile corporate organizations, development of assessment questions, and the scores obtained from the formulation of Kriteria Kinerja Ekselen from Indonesian Quality Award Foundation and a measurement system based on KPKU-BUMN. This research resulted a software system for criteria 2 (Strategic Planning) MBCfPE. Keywords: MBCfPE, Internal Assessment, KPKU-BUMN, software
Peningkatan Employee Engagement Untuk Teknisi Dan Karyawan Non Administrasi Itenas HANIM, MARDIA; Yuniati, Yoanita; Arijanto, Sugih
REKA INTEGRA Vol 2, No 1 (2014): Edisi Kelima
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Abstract

Engagement menurut DDI adalah “the extent to which people enjoy and believe what they do, and feel valued for doing it”. Penelitian dilakukan di Itenas Bandung, dimana masih terdapat keluhan dari mahasiswa Itenas mengenai pelayanan para karyawan yang dapat menunjukkan bahwa para karyawan tersebut belum engaged. Pengukuran dilakukan dengan menyebarkan kuesioner, dengan responden 81 orang. Hasil penelitian menunjukkan nilai tingkat engagement adalah 2,79 (skala 1-4) yang berada di tingkat sedang. Dua item nilai indeksengagement terendah yaitu item ke-27 (indeks 2,58) dan item ke-7 (indeks 2,52). Usulan perbaikan adalah perbaikan manajemen,seperti: reward dan punishment, perencanaan peningkatan kompetensi kinerja karyawan teknisi dan non administrasi, serta upaya penambahan karyawan untuk mengawasi pekerjaan karyawan ditiap unit.   Kata kunci: Employee Engagement, Teknisi dan pegawai Non Administrasi. ABSTRACT Engagement according to DDI is "the extent to the which people enjoy and believe what they do, and feel valued for doing it". The study was conducted in Itenas where there are complaints from students about the services Itenas employees who showed that it is not engaged. Measurements were made by distributing questionnaires, with 81 respondents. The results show the value of the level of engagement was 2.79 (scale 1-4) who are inthe medium level. Two items index value of the lowest engagement is the 27th item (index 2.58) and Item 7th (index 2.52). Proposed improvements are management improvements, such as: reward and punishment, competency employee performance improvement plan, and increasing employee to supervise the work ofemployeesin each unit. Keywords: employee engagement, non technicians and administrative
Pengukuran Performansi di PT. XYZ dengan Pendekatan MBCfPE pada Kriteria Fokus Pelanggan dan Hasil Bisnis Novrianto, Wisnu; Harsono, Ambar; Arijanto, Sugih
REKA INTEGRA Vol 1, No 1 (2013): Edisi Pertama
Publisher : REKA INTEGRA

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Abstract

Malcolm Baldrige for Performance Excellence (MBCfPE) merupakan salah satu alat untuk meningkatkan kinerja organisasi secara keseluruhan dan terus-menerus. Pada penelitian ini dilakukan pengukuran terhadap kinerja di PT. XYZ dengan menggunakan Malcolm Baldrige for Performance Excellence (MBCfPE) khususnya fokus pelanggan dan hasil bisnis. Proses pengumpulan data dilakukan melalui wawancara dan penyebaran kuesioner. Dari pengumpulan data tersebut, selanjutnya dibuat profil organisasi, dokumen aplikasi proses dan hasil, review proses dengan metoda ADLI (Approach, Deploy, Learning, dan Integration) dan review hasil dengan metoda LeTCI (Level, Trends, Comparisons, dan Integration), penilaian untuk review proses dan hasil, serta penilaian keseluruhan perusahaan. Skor review proses terbagi atas dua, yaitu suara pelanggan sebesar 14,85 dan kerekatan pelanggan sebesar 13,2. Untuk skor hasil fokus pelanggan diperoleh sebesar 38,7. Skor perusahaan dari keseluruhan kriteria adalah 318,85. Kata kunci: Pengukuran Kinerja Perusahaan, Malcolm Baldrige
USULAN PERBAIKAN KUALITAS PELAYANAN DI CAFE X DENGAN MENGGUNAKAN METODE DINESERV DAN SERVICE QUALITY (SERVQUAL) Putri, Rima Novyani; Harsono, Ambar; Arijanto, Sugih
REKA INTEGRA Vol 4, No 1 (2016): Edisi Ketigabelas
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Abstract

Penelitian ini dilakukan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan jasa yang telah diberikan pada dua cabang Café X yang berada di Kota Bandung. Berdasarkan hasil analisa tingkat kepuasan tersebut diusulkan perbaikan kualitas pelayanan jasa berdasarkan yang diharapkan konsumen. Metode yang  digunakan untuk melakukan pengukuran kualitas pelayanan jasa adalah Service Quality (SERVQUAL) terhadap 5 Gap. Dengan menggunakan metode ini, dilakukan analisis terhadap Gap 1, Gap 2, Gap 3, dan Gap 5 yang berpengaruh terhadap kualitas jasa. Hasil keseluruhan Gap 5 untuk cabang 1 bernilai -0,631 dan cabang 2 bernilai -0,678. Beberapa perbaikan yang diusulkan untuk memperbaiki kualitas pelayanan antara lain adalah perbaikan standar pelayanan berdasarkan marketing research  terhadap expektasi pelanggan, peningkatan konsistensi pelayanan berdasarkan standar, dan peningkatan kebersihan sesuai standar. Kata Kunci: Kepuasan Pelanggan, Service Quality, SERVQUAL   ABSTRACT This study was conducted to determine the level of customer satisfaction on the quality of service given by the two branches of Café X in Bandung. Based on the analysis of the satisfaction level,  improvement of service quality expected by the consumer was proposed. The method used to measure the quality of service is the Service Quality (SERVQUAL). This method  carried out  analysis of Gap 1, Gap 2, Gap 3, and Gap 5 that affect the quality of services. The overall result of Gap 5 for branch 1is  -0.631 and branch 2 is-0.678. Several improvements has been proposed, such as the improvement of service standards based on marketing research of customer expectation, improvement the consistency of service based on standards, and improvement of hygiene standards. Keywords: Customer Satisfaction , Service Quality , SERVQUAL
PENGUKURAN BRAND EQUITY JASA PENGIRIMAN BARANG DI PT. POS INDONESIA (PERSERO) Putri, Sadhitia Noselly; Leksananto, Kusmaningrum; Arijanto, Sugih
REKA INTEGRA Vol 2, No 3 (2014): Edisi Ketujuh
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Abstract

Tingkat persaingan jasa pengiriman barang semakin kompetitif, sehingga PT. Pos Indonesia (Persero) perlu melakukan pengukuran kekuatan merek dengan menggunakan metode Ekuitas Merek. Metode Ekuitas Merek terdiri dari beberapa elemen: Kesadaran Merek, Persepsi Kualitas, Asosiasi Merek, dan Loyalitas Merek. Berdasarkan hasil pengukuran, jasa pengiriman barang di PT. Pos Indonesia (Persero) sudah menempati posisi top of mind, tapi nilai rata-rata performance belum mencapai level puas. Namun PT. Pos Indonesia (Persero) sudah dapat membentuk brand image yang positif menurut konsumen. Sedangkan dari segi loyalitas, PT. Pos Indonesia (Persero) belum berada pada posisi tertinggi yaitu commited buyer, melainkan masih berada pada posisi liking the brand. Kata Kunci: Ekuitas Merek, Kesadaran Merek, Persepsi Kualitas, Asosiasi Merek, Loyalitas Merek   ABSTRACT Competition level courier services is increasing, so PT. Pos Indonesia (Persero) have to measure their Brand Equity by using the Brand Equity methode. Brand Equity methode is composed of several elements: Brand Awareness, Perceived Quality, Brand Association, and Brand Loyalty. Based on the results of measurement courier services of PT. Pos Indonesia (Persero) has achieved top of mind, but the average value of performance has not yet reached the level of satisfaction. However, PT. Pos Indonesia (Persero) has been able to establish a positive brand image in by consumers. In terms of loyalty, PT. Pos Indonesia (Persero) has not been in the highest position is committed buyer, but still in a position of liking the brand. Keywords: Brand Equity, Brand Awareness, Perceived Quality, Brand Association, Brand Loyalty
PENINGKATAN KEPUASAN KERJA DAN EMPLOYEE ENGAGEMENT PENGAJAR DAN KARYAWAN DI YAYASAN PENDIDIKAN “X” BANDUNG Sentano, Pandu Djati; Arijanto, Sugih; Yuniati, Yoanita
REKA INTEGRA Vol 4, No 1 (2016): Edisi Ketigabelas
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Abstract

Yayasan Pendidikan “X” Bandung adalah salah satu institusi dalam bidang pendidikan yang berada di kota Bandung. Untuk mencapai visi, misi dan tujuan “X” perlu memiliki pengajar serta karyawan yang berkualitas. Engagement adalah suatu keterkaitan, keterlibatan, komitmen, rasa memiliki, loyalitas dan rasa bangga dengan pekerjaannya (Macey, 2009 dalam Widjaja, 2015). Pada saat ini kerekatan dan kepuasan pengajar serta karyawan di “X” belum optimal, dikarenakan masih terdapat turnover setiap tahunnya. Untuk bisa meningkatkan tingkat kepuasan dan engagement pengajar dan karyawan, diperlukan pengukuran employee engagement dan kepuasan dengan metode regresi dan korelasi untuk mengetahui elemen yang menjadi fokus perbaikan. Hasil dari pengukuran indeks kepuasan adalah 2,887 dan indeks engagement adalah 3,083. Hasil pengukuran indeks kepuasan harus ditingkatkan. Hal ini menjadi fokus perbaikan, salah satu contohnya kesesuaian dalam pemberian benefit. Kata kunci:Kinerja, Engagement, Kepuasan ABSTRACT “X” Bandung Education Foundation is one of the institutions education in Bandung . To achieve the vision , mission and objectives of “X” need to have teachers as well as qualified employees . Engagement is a relationship , engagement , commitment , sense of belonging, loyalty and pride in his work (Macey 2009 in Widjaja , 2015) . At this time adhesion and satisfaction of faculty and employees at “X” is not optimal , because there is still a turnover each year . To be able to increase the level of satisfaction and engagement of teachers and employees , the necessary measure employee engagement and satisfaction with the method of regression and correlation to determine the elements that became the focus of improvement . Results of measurements of satisfaction index was 2.887 and engagement index is 3,083 . Satisfaction index measurement results must be improved . It is becoming the focus of improvement , one example of conformity in the provision of benefits. Keywords: Performance, Engagement, Satisfaction
SISTEM PERANGKAT LUNAK UNTUK INTERNAL ASSESSMENT MALCOLM BALDRIGE FOR PERFORMANCE EXCELLENCE (KATEGORI 6 – FOKUS OPERASI) BERBASIS PENGUKURAN KPKU-BUMN Dioh, Desmont; Arijanto, Sugih; Nugraha, Cahyadi
REKA INTEGRA Vol 3, No 3 (2015): Edisi Kesebelas
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Makalah ini membahas perancangan sistem perangkat lunak untuk melakukan internal assessment dengan metode dari Malcolm Baldrige Criteria for Performance Excellence (MBFcPE) yang difokuskan kepada Kategori 6 yaitu fokus operasi. Proses pengukuran MBCfPE dilakukan menggunakan pendekatan KPKU-BUMN. Tahap-tahap yang dilakukan meliputi perancangan konsep perangkat lunak dan basis data terintegrasi, perancangan sistem perangkat lunak, serta perancangan pertanyaan. Perancangan sistem perangkat lunak menggunakan software Visual Basic.NET 2013 dan menggunakan sistem basis data MySQL. Validasi sistem perangkat lunak dilakukan dengan menggunakan data pembanding dari penelitian lain.   Kata Kunci: MBFcPE, Internal Assessment, Fokus Operasi   ABSTRACT This paper discusses about designing a software systems to perform an internal assessment by the method of Malcolm Baldrige Criteria for Performance Excellence (MBFcPE) that focused on 6th Category which the operations focus. The designed software system is based on KPKU-BUMN measurement approach. The steps are software and integrated database design concepts, software system design, and questions design. The software systems design utilizes Visual Basic.NET 2013 software and MySQL database system. Moreover, software system validations is performed by using comparative data from other studies. Keywords: MBFcPE, Internal Assessment, Operations Focus
Pengukuran Brand Equity Kartu X Harsha, Nafeesa Tanty; Leksananto, Kusmaningrum; Arijanto, Sugih
REKA INTEGRA Vol 2, No 1 (2014): Edisi Kelima
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Kartu X adalah salah satu kartu GSM prabayar di Indonesia. Saat ini, persaingan tiap operator seluler semakin kompetitif sehingga kartu X perlu mengukur kekuatan mereknya menurut pengguna kartu pra bayar. Hal ini dapat dilakukan dengan analisis Brand Equity. Penelitian ini dilakukan untuk mengukur kategori-kategori Brand Equity, seperti brand awareness, perceived quality, brand association, dan brand loyalty. Berdasarkan hasil penelitian ini, kartu X belum menjadi top of mind. Nilai rata-rata performance belum mencapai level puas. Kartu X berhasil membentuk image positif menurut responden. Tipe pembeli kartu X adalah satisified buyer.   Kata kunci: Brand Equity, brand awareness, perceived quality, brand association, brand loyalty ABSTRACT X card is one of GSM prepaid sim card in Indonesia. Nowadays, the competition among mobile operators is getting tougher. It makes X card needs to measure the strength of its brand based on the prepaid card users. This can be done by Brand Equity analysis. This research is conducted to measure Brand Equity categories such as brand awareness, perceived quality, brand association, dan brand loyalty. Based on  the research result, X card hasn’t reached top of mind. The average score of performance hasn’t reached the level of satisfaction. X card managed to form a positive image according to the respondents. X card buyer type is satisified buyers. Keywords: Brand Equity, brand awareness, perceived quality, brand association,  brand loyalty
Co-Authors Abu Bakar Adhiguna Prajna Restyananda Ali Djamhuri Ambar Harsono Andini I. Fajarwati, Andini I. ANDRI RAHADIAN PERDANA Andri Satriadi Arfansa, M Gia Arie Desrianty Ario Teguh Prasetya Aryadi Septerawan Prawira ATHINA SAKINA RATUM Caecilia Sri Wahyuning Cahyadi Nugraha Dameria Yuniarti, Dameria Darmawan, Nazwa Aulia Dede Ahmad Fikri Derry Fitriani Putri, Derry Fitriani Desmont Dioh, Desmont Devi Lisnawati Dewi Ratnasari Erick Rachman Adiprawira Erwin Sukmana, Erwin Farah Chandra Dewi FEBRINA NASTITI Fidi Fitriadi Fithri Hidayani Megantari, Fithri Hidayani GINA RAHAYU WARDIANI GITA PERMATA LIANSARI Handry Hidayat Harsono Taroepratjeka Hendro Prassetiyo INDRA RUSNADI Irfan Ali Arsyil Majid, Irfan Ali Arsyil Irvan Herdiana Iwan Inrawan Wiratmadja Kusmaningrum Leksananto Lisye Fitria Lulu Nur Fitriani, Lulu Nur Lydia Magdalena MARDIA HANIM Muhammad Farhanul Khairan Muhammad Hafidz Hadrian, Muhammad Hafidz Muhammad Ihsan Azmi, Muhammad Ihsan Muhammad Qurniawan Mukti, Yoanita Yuniati Nadya Putri Utami Nafeesa Tanty Harsha Nia Daniyanthi Nirwan, Nia Daniyanthi Nurfitriani Inayah, Nurfitriani Nurhayati Rahman Putra, Nurhayati Rahman Nurina Khoirunisa Nusantari, Nurina Khoirunisa Pandu Djati Sentano, Pandu Djati RADEN DANI TRISNADI SIDHARTA Ratna Puspitaningsih Regi Mayani, Regi Rima Novyani Putri, Rima Novyani Rispianda - RITA GUNTARI Rizky Aditya Rizky Junjunan Purbajati RURIN MIRA NINDYA Ryan Ramadhan Sanjaya Sadhitia Noselly Putri Sandy Tyas Ismoyojati SRI SUCI YUNIAR Tany Triwahyuni Apandi, Tany Triwahyuni Tria Nur Azizah Valiana Novani Prayitno W, Fikki Riezky Wisnu Novrianto Yanti Helianty Yoanita Yuniati Yuniar Yuniar