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All Journal TEKMAPRO Journal of Industrial Engineering and Management JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) OPERATION EXCELLENCE: Journal of Applied Industrial Engineering Briliant: Jurnal Riset dan Konseptual Jurnal Bisnis dan Manajemen PROZIMA (Productivity, Optimization and Manufacturing System Engineering) Journal of Research and Technology EKONOMIS : Journal of Economics and Business Tibuana : Journal of Applied Industrial Engineering Jurnal INTECH Teknik Industri Universitas Serang Raya MIND (Multimedia Artificial Intelligent Networking Database) Journal Jurnal Pengabdian Al-Ikhlas JURNAL Al-AZHAR INDONESIA SERI SAINS DAN TEKNOLOGI International Journal of Economics Development Research (IJEDR) Nusantara Science and Technology Proceedings International Journal of Eco-Innovation in Science and Engineering (IJEISE) Indonesian Journal of Industrial Engineering & Management Juminten : Jurnal Manajemen Industri dan Teknologi Journal La Multiapp Jurnal Algoritma Journal of Scientech Research and Development Student Scientific Creativity Journal Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Jurnal Kendali Teknik dan Sains IIJSE The Indonesian Journal of Computer Science Jurnal Abdimas Peradaban Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri Venus: Jurnal Publikasi Rumpun Ilmu Teknik INOVTEK Polbeng - Seri Informatika
Dwi Sukma Donoriyanto
Department Of Industrial Engineering, Faculty Of Engineering And Sains, Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya 60294, Indonesia
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering 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 Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Medicine & Pharmacology Public Health Social Sciences Transportation

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Journal : IIJSE

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Service Quality Analysis of BPR XYZ Ulfa Chusnia Wahyunita; Dwi Sukma Donoriyanto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 1 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i1.5712

Abstract

BPR XYZ is a banking company engaged in savings, deposit, and loan services. In providing services to customers, its employees follow service standards established by the company. However, in reality, there are still many complaints from customers. Therefore, it is necessary to measure the quality of the services provided to determine whether they meet customer expectations and identify areas for improvement. This must be addressed immediately if the company wishes to remain competitive. This study will use the Service Quality (Servqual) method to address the issues faced. The Servqual method is used to measure the quality of service based on attributes of each dimension, resulting in a gap value that indicates the difference between consumer perceptions of the services received and their expectations of what should be received. This study evaluates 21 attributes, covering both service and product attributes offered. The results show that 12 attributes exceed customer expectations, including strategic location, availability of queue numbers, appropriate operating hours, clear and easy-to-understand information, assistance from officers when customers face issues, trustworthiness, the bank’s ability to ensure customer data security, confidentiality of customer data, non-discrimination, and understanding of customer needs. However, there are still 9 attributes below customer expectations, including the comfort of the waiting room, sufficient parking area, ease of transactions, reliability in resolving customer issues, waiting time, service speed, responsiveness to customer complaints, politeness in service, and the overall impression given to customers by the service provided.
Analysis of Quality Control of PE Plastic Tarpaulin Products with the Fault Tree Analysis (FTA) Method at PT XYZ Fajrina Rizki Izzati; Dwi Sukma Donoriyanto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 1 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i1.5713

Abstract

Companies that are able to implement good quality control will be able to generate greater profits. PT Limmas Anugrah Plasindo is a manufacturing company that produces PE Plastic Tarpaulin. This company is faced with quality control problems where defective products drom production exceed company standards. So, from the problems that occurs, it is necessary to identify the defects and the causes of defects in PE Plastic Tarpaulin products and provide recommendations for improvements that must be made in tackling the problem of defects in PE Plastic Tarpaulin products defects. In identifying the causes of each defect problem can be done with the Fault Tree Analysis (FTA) is a technique used to identify risks that contribute to the occurrence of failure. From the research conducted, 4 types of defects were obtained, namely stretch woven, uneven color, folded laminate, and holes due to other objects. Of the four defects, there are 15 root causes that cause defects to occur. The highest defect was the stretch woven defects of 107.52 tons, the uneven color defect of 51.36 tons, the folded lamination defect is 35.51 tons, and the hole defect due to other objects is 28.61 tons. To achieve a significant reduction in the defect rate, improvements should be focused on defect types with the highest likelihood of occurrence, beginning with stretch woven, then uneven color, followed by folded laminate. By resolving the three most common defects, the company can lower the likelihood of product defects by 87.17%.
Defect Repair Efforts in Bone Plate Product Quality Control Using Six Sigma (Case Study: PT ABC) Farrel Azriel Septrianto; Dwi Sukma Donoriyanto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 1 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i1.5774

Abstract

This study aims to identify and reduce Bone Plate product defects at PT Risa Implantama, a domestic orthopedic and traumatology implant manufacturer. Using Six Sigma methodology, this research applies the DMAIC (Define, Measure, Analyze, Improve, and Control) stages to analyze Bone Plate production data from January to December 2023. The analysis results show that the most dominant defect is in the hole diameter with a total of 114 defects. The resulting DPMO (Defects Per Million Opportunities) value is 7474, with an average sigma level of 3,94. Proposed improvements include improving raw material quality control, operator training, and routine machine maintenance to improve product quality and approach the Sigma level 6 target.
Analysis of the Effect of Service Quality on User Satisfaction of McDonald's Application Using E-Servqual and Importance Performance Analysis (IPA) Methods Indah Yansi Nofianto; Dwi Sukma Donoriyanto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.6531

Abstract

The rapid expansion of digital services has intensified competition in the online food delivery (OFD) industry, pushing businesses to enhance service quality to meet customer expectations. This study evaluates the McDonald's mobile application using the E-SERVQUAL model and Importance Performance Analysis (IPA) to examine the link between service quality dimensions and user satisfaction. A quantitative approach was used, with data collected from McDonald's app users in Indonesia through online questionnaires. The findings highlight that responsiveness, reliability, and system efficiency are critical factors affecting customer satisfaction, while application security, transaction smoothness, and system responsiveness require improvement. Based on the results, recommendations were proposed to enhance system stability, security features, and user interface design, ultimately aiming to increase customer satisfaction and loyalty in the competitive digital food service market.
Optimizing the Goods Distribution Process with a Lean Distribution Approach CV Anugerah Hasil Abadi Achmad Gufron; Dwi Sukma Donoriyanto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.6532

Abstract

In the distribution industry, operational efficiency is essential to improve competitiveness and customer satisfaction. This study aims to optimize the distribution process of goods at CV Anugerah Hasil Abadi by implementing the Lean Distribution approach. The Value Stream Mapping (VSM) method is used to identify major waste in the distribution process, while the 5 Whys method is used to find the causes. The results of the study showed five activities with the highest time waste, namely storing goods in the warehouse (1440 minutes), loading goods into trucks (180 minutes), the process of unloading goods from trucks (180 minutes), checking goods according to sales orders (34 minutes), and the manager's signature process (30 minutes). The implementation of improvement solutions, such as the use of a warehouse management system (WMS), investment in loading and unloading equipment, and process digitalization, succeeded in reducing distribution time by 720 minutes, from 4260 minutes to 3540 minutes. In addition, the Process Cycle Efficiency (PCE) increased from 49.91% to 60.06%. These results prove that the implementation of Lean Distribution can improve operational efficiency and reduce waste in the distribution process.
Co-Authors Abdul Rouf, Imron Achmad Gufron Adelia Hernalis Agustin Afiady Fitsal Ubaidillah Agraprana, Al Aileen Al Habri, Muhammad Anjab Al-Zaher, Abdulqader Ali, Munawar Amanullah Fathurrahman Amastasia Cindy Umami Amelia, Avril Firda Ananta Agung Purwoko Anthony Surya Wirawan Ardlianti , Rana Atikah Ardlianti, Rana Atikah Ardyani, Anggarnis Dwikalyana Ario Adityawarman Dessy Indra Puspitasari Dewi, Ratna Sari Dewi2 Dzannisa Ghotrun Nada Endang Pudji W Endang Pudji Widjajati Enny Aryanny Erlina Purnamawati Erwan Adi Saputro Fajrina Rizki Izzati Fanani, Syahrul Nur Farida Pulansari Farrel Azriel Septrianto Fawwazy , Neyzard Alby Firmansyah, Mokhamad Ghani, Mukhammad Rivaldi Gladies Putri Suprapto Handoyo Handoyo Handy Natan Permana Imam Qulub Mustaqim Indah Yansi Nofianto Indiyanto, Rus Iriani Iriani Irma Dian Isna Nugraha Isna Nugraha Juliardi A. R., Naniek Ratni Kartikasari, Bintang Andita Khakiki, Elin Ken Laksono Trisnantoro Laurentius Urip Widodo Liora Darista Zahra M. Wildan Kautsar Masdani Irfan Prakoso Karmawan Mega Cattleya Prameswari Annissaa Islami Moch Abu Naim Moch Tutuk Safirin Mohammad Nailul Falah Muhammad Miftahul Hamdi Naniek Ratni Juliardi A.R Noventya Cahyani, Salma Nugraha, Isna Nugraha, Yaskie Cahyana Septiviandra Ade Nur Rahmawati Nur Rahmawati NUR RAHMAWATI Nur Rahmawati PAMUNGKAS, CATUR ARTA Prasetya, Adi Tulus Prasetyo Ari Bowo, Prasetyo Ari Rahsya Akbar Muhammad Amin Rana Atikah Ardlianti Rangga Dwi Saputra Rendy Christian Riamto, Mohammad Shodiq Wahyu Rizky Setiawan Rizquina Aldila Putri Rofiatul Adawiyah Rus Indiyanto Safirin, M. Tutuk Safirin, Moch Tutuk Satriya Dwi Santoso Satya Winarung Ekauji Shania Andra Fitriana Sholihin, Qouman Siswanto Moenandar Siswanto Moenandar Sulistyo Wibowo, Arief Sumiati Sumiati Syamsiah, Yuliatin Ali Tegar Garin Widodo Teo Billy Chandra Yunanto Tranggono Tranggono Tranggono Tranggono Tranggono Tranggono Ubaiyi, R. Vanji Abdillah Ulfa Chusnia Wahyunita Virga, Avril Wahyu Kurniawan Wening, Marshanda Citra Widjajati, Endang Pudji Yekti Condro Winursito Yoga Andys Strada Yuliatin Ali Syamsiah Yuliatin Ali Syamsiah Yuniar Nur Latifah Yustina Ngatilah Zharfan Hamzah Zulfiqa Irfidianis Ifada