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All Journal Journal Industrial Servicess Journal of Systems Engineering and Management
Ulfah, Maria
Sultan Ageng Tirtayasa University
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Journal : Journal Industrial Servicess

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Analyzing Gojek service quality and customer satisfaction using Servqual–Canoe Model–QFD integration Trenggonowati, Dyah Lintang; Ulfah, Maria; Sukamto, Aurora Elvaretta
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.v9i2.21857

Abstract

The problem at the Untirta Faculty of Engineering concerning Go-ride services is a decrease in Go-ride users from 2020 to 2022. This decline is due to users' complaints about unsatisfactory Go-ride services, such as drivers being unfriendly and impolite, among other issues. Based on the challenges faced by Gojek, a study was conducted on service quality using the Servqual, Canoe, and Quality Function Development (QFD) methods. This study aims to identify attributes that fail to meet customer expectations, determine priority attributes for improvement, and prioritize improvement efforts that the company can undertake to enhance the quality of Go-ride services. Questionnaires were distributed to 97 respondents. The research findings revealed 8 attributes with a negative gap. The priority attribute requiring improvement is drivers consistently being friendly and polite to customers, with an adjusted importance value of 5.46. Furthermore, the suggested improvement that the company can pursue is to reward drivers who consistently adhere to the standard operating procedures (SOP), with a relative weight percent value of 51.03%. In conclusion, there are 8 customer needs that still do not meet expectations, with the priority being drivers' consistent friendliness and politeness. The suggested priority improvement for the company involves rewarding drivers who consistently adhere to SOP.
Supply chain performance analysis using discrete system simulation method: A case study in a furniture company Trenggonowati, Dyah Lintang; Ulfah, Maria; Ridwan, Asep; Bahauddin, Achmad; Ekawati, Ratna; Sonda, Atia; Umyati, Ani; Fachrur, Aditya Rahadian; Yadi, Yayan Harry
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.v9i1.19049

Abstract

As time progresses, the evolving industrial world demands that companies devise the best strategies to achieve their desired goals. A well-designed system is expected to increase the profitability of the company itself. CSD is an interior furniture and interior design studio located in the city of Cilegon, Banten. The challenge faced by CSD is the inability to meet order deadlines during periods of high demand. The objective of this study is to assess the level of machine utility within the existing process and provide recommendations to achieve an optimal process. The methodology employed includes system simulation and model development using Promodel software. Additionally, statistical tests, model validation, and ANOVA tests were conducted. Based on the results, it was determined that the level of machine utility at CSD is 17.48% for shaping planning, 30.08% for grinding, 14.88% for assembly, and 29.98% for finishing. The proposed solution, scenario or proposal 2, suggests combining the assembly and finishing workstations, resulting in increased machine utility.
Co-Authors Achmad Bahauddin Aditya Rahadian Fachrur Arina, Faula Dewantari, Nustin Merdiana Ekawati, Ratna Fachrur, Adhitya Rahadian Ferdinant, Putro Ferro Herlina, Lely Lufianawati, Dina Estining Tyas Mariawati, Ade Sri Mutaqin, Ade Irman Saeful Ramadhan, Tubagus Raihan Ridwan, Asep Sonda, Atia Sukamto, Aurora Elvaretta Trenggonowati, Dyah Lintang Ummi, Nurul Umyati, Ani Yadi, Yayan Harry