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All Journal Jurnal Keolahragaan Jurnal Ilmiah Teknik Industri PERFORMA : Media Ilmiah Teknik Industri
Tri Hariyanto
Program Doktor Teknologi Kelautan Institut Pertanian Bogor
Engineering Health Professions Industrial & Manufacturing Engineering

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ANALISIS KEPUASAN PELANGGAN DENGAN PENDEKATAN FUZZY SERVICE QUALITY DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN Djunaidi, Much.; Setiawan, Eko; Hariyanto, Tri
Jurnal Ilmiah Teknik Industri Vol. 4, No. 3, April 2006
Publisher : Universitas Muhammadiyah Surakarta

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

Abstract

Semakin ketatnya persaingan serta pelanggan yang semakin selektif dan berpengetahuan mengharuskan Puskesmas Kerjo Karanganyar untuk selalu meningkatkan kualitas pelayanannya. Hal tersebut mensyaratkan adanya pengetahuan tentang kondisi pelayanan selama ini, yaitu telah sesuai dengan harapan pelanggan atau belum. Penelitian dilakukan dengan menyebarkan kuesioner persepsi dan harapan pelanggan terhadap pelayanan yang saat ini diberikan oleh pihak Puskesmas Kerjo. Dari hasil penelitian yang telah dilakukan, didapatkan nilai gap antara persepsi dan harapan yang cukup signifikan. Dari hasil perhitungan didapatkan nilai gap kriteria pelayanan tertinggi adalah pelayanan pemeriksaan, pengobatan, dan perawatan yang tepat sebesar -3,2. Nilai gap dimensi kualitas jasa pelayanan tertinggi adalah dimensi reliability sebesar -3,1. Sedangkan nilai gap antara persepsi dan harapan pelanggan sebagai indeks pelanggan adalah sebesar -3,361. Hal ini menunjukkan bahwa kepuasan pengguna jasa pelayanan di Puskesmas Kerjo terhadap pelayanan yang saat ini diberikan masih belum tercapai.
Pengelolaan Supply Produk Waferstick dengan Mempertimbangkan Kapasitas Produksi dan Persediaan Barang Jadi di PT. Tiga Pilar Sejahtera Food,Tbk -, Yuniaristanto; Aisyati, Azizah; Hariyanto, Tri
Performa: Media Ilmiah Teknik Industri Vol 6, No 2 (2007): PERFORMA Vol. 6, No. 2 September 2007
Publisher : Industrial Engineering Study Program, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (168.598 KB) | DOI: 10.20961/performa.6.2.12954

Abstract

In general, planning supply use the information from combination varying capacity and inventory to plan the aggregate rates of production by time period for groups of product. This research objective is PT. Tiga Pilar Sejahtera’s (TPS) that produces wafersticks. In the company sometimes occured the wafersticks product can be not fulfilled. This is happened because waferstick inventory unstable. This causes problems that PT. Tiga Pilar Sejahtera (TPS) was less capable to fulfill the market’s demands. To solve this PT TPS should be managing the working hours, workforces, production capacity and finished goods inventory, they are called aggregate planning. This research are determine safety stocks, planning supply and material inventory planning.Managing supply of waferstick product is started by forecast the demand. The forecast result is used to estimate safety stock of waferstick. Then the forecasting result and safety stock become of input Integer linier programming model to determine aggregate planning. The aggregate planning is used to find optomal lot size of waferstick raw material. Then lot sizing become input Planned Order Receipt in the Material Planning Requirements (MRP). Forecast method used to forecast the demand is decomposition, this method is he best method find estimation demand because it have more less MAD than the other. The determination of the safety stock is actually more accurate with the 90% by Romy & Yuli waferstick safety inventory is 1106 cartons and 2364 cartons for Pio. From aggregate planning there is back order in 13 th is 11 cartons. The planning cost for Romy & Yuli waferstick Rp 625.670.902,33 and Cost for Pio waferstick Rp 1.462.296.180,00. Waferstick material planning by optimal lot size between 695 kilograms up to 8487 kilograms by waferstick materials cost is Rp 6.315.520,00.
ANALISIS KEPUASAN PELANGGAN DENGAN PENDEKATAN FUZZY SERVICE QUALITY DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN Djunaidi, Much.; Setiawan, Eko; Hariyanto, Tri
Jurnal Ilmiah Teknik Industri Vol. 4, No. 3, April 2006
Publisher : Muhammadiyah University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v4i3.1563

Abstract

Semakin ketatnya persaingan serta pelanggan yang semakin selektif dan berpengetahuan mengharuskan Puskesmas Kerjo Karanganyar untuk selalu meningkatkan kualitas pelayanannya. Hal tersebut mensyaratkan adanya pengetahuan tentang kondisi pelayanan selama ini, yaitu telah sesuai dengan harapan pelanggan atau belum. Penelitian dilakukan dengan menyebarkan kuesioner persepsi dan harapan pelanggan terhadap pelayanan yang saat ini diberikan oleh pihak Puskesmas Kerjo. Dari hasil penelitian yang telah dilakukan, didapatkan nilai gap antara persepsi dan harapan yang cukup signifikan. Dari hasil perhitungan didapatkan nilai gap kriteria pelayanan tertinggi adalah pelayanan pemeriksaan, pengobatan, dan perawatan yang tepat sebesar -3,2. Nilai gap dimensi kualitas jasa pelayanan tertinggi adalah dimensi reliability sebesar -3,1. Sedangkan nilai gap antara persepsi dan harapan pelanggan sebagai indeks pelanggan adalah sebesar -3,361. Hal ini menunjukkan bahwa kepuasan pengguna jasa pelayanan di Puskesmas Kerjo terhadap pelayanan yang saat ini diberikan masih belum tercapai.
Unraveling customer satisfaction and loyalty at university pool: The impact of marketing mix and service quality Hariyanto, Tri; Sumaryanto, Sumaryanto; Nasrulloh, Ahmad; Antoni, Muhammad Sigit
Jurnal Keolahragaan Vol. 12 No. 1: April 2024
Publisher : Universitas Negeri Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21831/jk.v12i1.70937

Abstract

Not a few universities currently also act as public services which also provide services to the community, including swimming pool services. This study aims to determine the effect of marketing mix and service quality on customer satisfaction and customer loyalty. The research method used is associative research with a quantitative approach. The subjects of this study were customers in the Universitas Negeri Yogyakarta (UNY) swimming pool of with 102 respondents. Sampling using purpossive sampling technique. Data collection using the survey method using an instrument in the form of a questionnaire. The object of research is marketing mix, service quality, customer satisfaction, and customer loyalty. Data analysis using Structural Equation Model (SEM) analysis techniques with the help of AMOS 22 software. Quantitative descriptive data analysis techniques using SEM assumption tests to analyse the effect of several variables on other variables simultaneously. The results showed that the hypotheses formulated in this study consisted of 4 hypotheses and all were proven to have an effect. The results obtained show that marketing mix affects customer satisfaction, service quality affects customer satisfaction, marketing mix affects customer loyalty, and service quality affects customer loyalty of UNY swimming pool. The research results are proven by the probability value (P values) <0.05. Therefore, it can be concluded that the research hypothesis is proven to be significantly accepted by this research data based on the results of SEM analysis using the AMOS version 22 software.
Co-Authors Ahmad Nasrulloh Antoni, Muhammad Sigit Azizah Aisyati Eko Setiawan Much Djunaidi Sumaryanto Sumaryanto, Sumaryanto Yuniaristanto Yuniaristanto