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All Journal SPEKTRUM INDUSTRI Journal of Indonesian Tourism and Development Studies Journal of Engineering and Management in Industrial System Jurnal Optimasi Sistem Industri Journal Industrial Servicess Jurnal Ilmiah Teknik Industri Industria: Jurnal Teknologi dan Manajemen Agroindustri Journal of Research and Technology Indonesian Journal of Artificial Intelligence and Data Mining JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Journal TEPAT: Teknologi Terapan untuk Pengabdian Masyarakat Jurnal Ilmiah Teknik Industri Jurnal Penelitian Enjiniring Fakultas Teknik Unhas Jurnal Teknologi dan Manajemen
Armin Darmawan
Department Of Industrial Engineering, Universitas Hasanuddin
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19 Muslimin, Rahmat Hidayat; Darmawan, Armin; Bahri, Syamsul; Rapi, Amrin
Jurnal Manajemen Industri dan Logistik Vol 6, No 1 (2022): page 01 - 176
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v6i1.968

Abstract

Delivery services are going through a transition phase globally due to changes in the market dynamics and growing e-commerce industries. As the delivery services of public logistics organizations have a lasting impact on customer behavior, logistics organizations are using innovative, customer-centric, and cost-effective strategies to offer customers convenient, attractive, and effective service solutions. The current study has been undertaken to analyze the effectiveness of each element of quality services of delivery services. Qualitative and quantitative research approaches were implemented based on a hundred respondents in identifying the critical issues based on the SERVQUAL method, heterogeneous customer satisfaction index (HCSI), and mapping out prioritizing the most critical problem. The study results reveal that customers are susceptible to the responsive, assurance, and empathy dimensions. These three of five dimensions are adversely influencing the satisfaction of customers.
Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19 Muslimin, Rahmat Hidayat; Darmawan, Armin; Bahri, Syamsul; Rapi, Amrin
Jurnal Manajemen Industri dan Logistik Vol. 6 No. 1 (2022): page 01 - 176
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v6i1.968

Abstract

Delivery services are going through a transition phase globally due to changes in the market dynamics and growing e-commerce industries. As the delivery services of public logistics organizations have a lasting impact on customer behavior, logistics organizations are using innovative, customer-centric, and cost-effective strategies to offer customers convenient, attractive, and effective service solutions. The current study has been undertaken to analyze the effectiveness of each element of quality services of delivery services. Qualitative and quantitative research approaches were implemented based on a hundred respondents in identifying the critical issues based on the SERVQUAL method, heterogeneous customer satisfaction index (HCSI), and mapping out prioritizing the most critical problem. The study results reveal that customers are susceptible to the responsive, assurance, and empathy dimensions. These three of five dimensions are adversely influencing the satisfaction of customers.
Sosialisasi Penyusunan Manual Halal Bagi UMKM Di Kabupaten Gowa Parenreng, Syarifuddin Mabe; Handayani, Dwi; Setiawan, Irwan; -, Saiful; Darmawan, Armin; Syamsul, Diniary Ikasari; -, Nilda
JURNAL TEPAT : Teknologi Terapan untuk Pengabdian Masyarakat Vol 7 No 2 (2024): Kolaborasi yang Kuat untuk Kekuatan Kemasyarakatan
Publisher : Faculty of Engineering UNHAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25042/jurnal_tepat.v7i2.527

Abstract

Mas Dimas Stall and The Dill Restaurant are Micro, Small and Medium Enterprises (MSMEs) that have a restaurant business with various types of food and are famous among students. Both MSMEs want to have a halal logo on their restaurants and also to follow government regulations regarding halal certification, but are constrained by the lack of information circulating in the community so that they have not submitted halal certification to the Halal Guarantee Institution (LPH). Therefore, this community service activity aims to provide and increase knowledge and understanding of MSME actors who will provide information about what steps must be taken by MSME actors to get a halal logo on their business, especially about the documents they must prepare for the preparation of a halal manual which is the initial step for submitting halal certification. The implementation process will begin with the provision of a pre-test then continued with the socialization of the preparation of the halal manual, continued with a discussion and ended with the provision of a post-test. The results of this analysis state that participants' knowledge of the halal manual increased significantly, as can be seen from the results of the pre-test and post-test for the halal theory assessment aspect from 42% to 94%, the systematic preparation of the halal manual from 30% increased to 90% and the report on the preparation of a simple halal manual from 24% to 76%, so it can be stated that this community service activity was successful.
Evaluating the quality of pole concrete production through the integration of Six Sigma and Kaizen Darmawan, Armin; Bahri, Syamsul; Fansuri, Ilham; Tahir, Nurfaidah
Journal Industrial Servicess Vol 10, No 2 (2024): October 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i2.27281

Abstract

Competitive industries can thrive by emphasizing quality, which is essential for a company's growth. This study examines the quality control of a concrete manufacturer's precast concrete electric pole products. The research aims to detect product defects and assess quality levels using the sigma level, while also suggesting improvements. However, some manufactured products still exhibit defects. To address this, Six Sigma is employed to enhance quality. The Six Sigma methodology follows five steps: Define, Measure, Analyze, Improve, and Control (DMAIC). In the Define stage, issues such as cracks, pole alignment, fin breadth, skin stickiness, lumps, ovals, and through holes are identified. According to the Pareto diagram, defects related to cracks, fin width, and skin stickiness have dominated the measurement stage over the past seven years. In the Analyze stage, factors such as insufficient supervision, failure to maintain aging machines and equipment, and uncontrolled raw materials are identified as causes. During the Improve stage, Kaizen’s 5W+1H approach is used to propose improvements. By adopting these improvement recommendations, the company can significantly reduce defects.
EVALUASI TINGKAT KUALITAS LAYANAN INDUSTRI MODA TRANSPORTASI PUBLIK DENGAN INTEGRASI PENDEKATAN SERVQUAL DAN IPA DIAGRAM Syamsul Bahri; Armin Darmawan
Spektrum Industri Vol. 16 No. 2: Oktober 2018
Publisher : Universitas Ahmad Dahlan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/si.v16i2.11540

Abstract

Perhatian publik terhadap kebutuhan layanan transportasi menjadi perhatian penting utamanya di Negara-negara berkembang. Kajian ini berfokus pada analisis tingkat layanan transportasi public, dan tingkat ekspektasi terhadap suatu layanan transportasi publik. Metode kajian menggunakan survey terhadap responden yang menggunakan layanan transportasi publik dengan instrumen kuesioner yang berbasis pada SERVQUAL. SERVQUAL merupakan metode yang handal dalam melakukan pemetaan tingkat kepuasaan pelanggan dengan lima dimensi; reliability, tangible, assurance, empathy, responsiveness. Hasil menunjukkan pemetaan 22 atribut bernilai negative yang berarti terdapat masalah ketidakpuasan pada hampir seluruh layanan. Berdasarkan pendekatan diagram Importance-Performance Analysis menunjukkan dari 22 atribut terdapat 6 atribut (4 atribut pada dimensi Tangible, satu atribut pada dimensi Assurance dan satu atribut pada dimensi Empathy) yang dominan mempengaruhi tingkat kepuasan pelanggan artinya menurut pelanggan bahwa enam atribut tersebut penting dan disisi lain kinerja layanannya rendah. Sehingga diperlukan langkah-langkah improvement untuk kembali meningkatkan tingkat kualitas layanan.
The Impact of Service Quality and Price on Customer Loyalty: The Role of Perceived Value as an Intervening Variable Darmawan, Armin; Pujikharisma, Andi; Rapi, Amrin
Jurnal Teknologi dan Manajemen Vol. 23 No. 2 (2025): Jurnal Teknologi dan Manajemen (August)
Publisher : Politeknik STMI Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

In today's highly competitive restaurant industry, customer loyalty is a vital component for achieving business success. However, many restaurants face challenges in retaining customers due to inadequate service quality and ineffective pricing strategies. This study explores the relationship between service quality and price on customer loyalty in a casual restaurant setting, with perceived value serving as a mediator. Utilizing Structural Equation Modeling (SEM) for data analysis, the results reveal that both service quality and price have a positive and significant impact on customer loyalty. Furthermore, perceived value is found to have a positive and significant effect on customer loyalty. The study also discovers that service quality and price significantly influence perceived value. These findings underscore the importance of service quality and price in fostering customer loyalty, as well as the crucial role of perceived value in this dynamic. By gaining a deeper understanding of these relationships, restaurants can devise strategies to enhance their service quality and pricing, ultimately leading to increased customer loyalty and business success. This study offers valuable insights for restaurants aiming to improve customer loyalty and retention, providing a foundation for informed decision-making and strategic development. The results of this research can be instrumental in helping restaurants to better understand their customers' needs and preferences, and to develop targeted strategies to meet those needs.
Developing an interactive graphical user interface for the flexible acceptance sampling plan Darmawan, Armin; Bohari, Abdul Rahman
Journal of Research and Technology Vol. 10 No. 1 (2024): JRT Volume 10 No 1 Juni 2024
Publisher : 2477 - 6165

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55732/jrt.v10i1.1170

Abstract

Acceptance sampling plan is one popular approach since decades ago to determine the quality of the lot. Many researchers have developed the acceptance sampling plan in various perspectives and contexts. Generally, two performance measurements are used to evaluate the performance of the acceptance sampling plan including the operational characteristics (OC) and average sample number (ASN). The developed acceptance sampling plan can be used by practitioners to select the appropriate acceptance sampling plan to sentence the quality of the lot. The practitioner can access the tables provided to see the sample requirement and the critical value as the threshold to sentence the lot's quality, then conduct measurements and calculate the sample critical value manually. Further, the practitioner can compare the measured critical value and the threshold critical value. This process is time-consuming, needs several stages, and tends to open human errors in calculating. In this study, the interactive system is developed to reduce the time-consuming, eliminate the stages, and prevent human error. The interactive system is friendly-used, easy to calculate, and provides quick decision-making.
Socialization and Assistance of MSME K3 Culture in Small and Medium Industries (IKM) in Malino, Gowa Regency Muthalib, Irwan Setiawan; Bahri, Syamsul; Asmal, Sapta; Amar, Kifayah; Darmawan, Armin; Muhammad, Maula Sidi; Yusdi, Andry
JURNAL TEPAT : Teknologi Terapan untuk Pengabdian Masyarakat Vol 8 No 2 (2025): Collaboration for Accelerated Community Achievement
Publisher : Faculty of Engineering UNHAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25042/jurnal_tepat.v8i2.650

Abstract

This community service program (PkM) focuses on empowering small and medium industries (SMEs) producing tenteng in Malino, Gowa Regency, through socialization and mentoring activities aimed at increasing awareness of occupational health and safety (OHS) in the workplace and creating an environmentally friendly working environment. Small and medium industries serve as the driving force of the national economy, contributing significantly to employment and economic growth. However, many SME actors face challenges in implementing occupational safety and health standards due to limited resources and knowledge. This program aims to enhance the awareness and compliance of SME actors regarding occupational health and safety aspects. Through training, socialization, and the implementation of OHS standards, it is expected that the risks of accidents and occupational diseases can be minimized, productivity can be improved, and a safe and healthy work environment can be established. The methods used include providing education and assistance in hazard identification. The pre-test results showed participants’ understanding levels ranged from 8% to 21%, while the post-test results after the socialization showed a significant improvement, reaching 66% to 85%. These results indicate that the socialization and mentoring activities effectively improved participants knowledge and awareness of OHS culture, particularly regarding hazard identification, prevention measures, and the proper use of fire extinguishers.
Evaluasi Kualitas Layanan terhadap Operator Telekomunikasi: Tinjauan Perspektif Pelanggan Armin Darmawan; Mulyadi Mulyadi; Fauziah Fauziah
Jurnal Optimasi Sistem Industri Vol. 16 No. 2 (2017): Published in October 2017
Publisher : The Industrial Engineering Department of Engineering Faculty at Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/josi.v16.n2.p106-111.2017

Abstract

This study examines the quality level of service in one of the telecommunication operator (mobile network provider) in Makassar. This paper focuses on the identification of the gaps, mapping quality level of service, and the evaluation of the service quality level. The study was conducted using SERVQUAL approach which refers to the five dimensions of service quality. SERVQUAL is helpful in identifying, mapping, and analyzing the gap level between expectations and perceptions of a telecommunication service. Questionnaires were randomly distributed to the 400 respondents’ mobile telecommunication users in Makassar. The results show that there were 10 negative attributes on the SERVQUAL value of 15 questions. This indicates that the service quality to the users is at the low level. For mapping and prioritization of services related attributes that need to be improved, this study used the Importance-Performance Analysis (IPA) diagram. The first quadrant indicates a high level of customer expectations relative to those attributes but on the perception remains low. The first quadrant is a mapping attribute which is prioritized in the improvement of service quality related to the reliability dimensions i.e the improvement of network quality, network expansion, and the affordable cost of access (Internet, telephone, and SMS).
Analysis of Spotify User Sentiment to Improve Customer Satisfaction Using Opinion Mining and Latent Dirichlet Allocation Based on E-Satisfaction Dimensions Samjas, Mutawakkil; Darmawan, Armin
Indonesian Journal of Artificial Intelligence and Data Mining Vol 8, No 3 (2025): November 2025
Publisher : Universitas Islam Negeri Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24014/ijaidm.v8i3.38480

Abstract

This study aims to enhance Spotify customer satisfaction by analyzing user reviews on the Google Play Store using sentiment analysis techniques and identifying relevant topics related to customer satisfaction based on the dimensions of electronic satisfaction. The methods used in this analysis are Support Vector Machine (SVM), Naïve Bayes (NB), and Latent Dirichlet Allocation (LDA). The results show that SVM is the most effective technique for text classification, with accuracies of 87%, 87%, 81%, and 84%, respectively, along with precision, recall, and F1-score of 0.93, 0.93, and 0.84. LDA was utilized to extract various topics within the e-satisfaction dimensions, with serviceability emerging as the top priority for improvement. Identified topics include connectivity and accessibility, performance and user experience, premium services, app quality, content and playlists, app features, and sound/music quality. These findings suggest that improvements in server infrastructure, the implementation of AI-driven chat support, enhanced ad management, and improved song lyrics databases could substantially enhance Spotify's customer satisfaction.
Co-Authors -, Nilda A Alief Rachmat Alamsyah Alamsyah Ali, Syafrillah Amrin Rapi Amrin Rapi Amrin Rapi Asmal, Sapta Bahri, Syamsul Bahri, Syamsul Bohari, Abdul Rahman Dwi Handayani Fansuri, Ilham Fauziah Fauziah Irfan Rahman IRWAN SETIAWAN Kifayah Amar Muhammad, Maula Sidi MULYADI HAMBALI, MULYADI Mulyadi Mulyadi Mulyadi Mulyadi Muslimin, Rahmat Hidayat Muthalib, Irwan Setiawan Nur Khaerani Busri Parenreng, Syarifuddin Mabe Pujikharisma, Andi Rahmadani, Fachriah Nur Saiful - Salam, Awal Rakhmat Samjas, Mutawakkil Syafrillah Ali Syamsul Bahri Syamsul Bahri Syamsul Bahri Syamsul, Diniary Ikasari Tahir, Nurfaidah Yusdi, Andry