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All Journal Jurnal Teknik Journal of Engineering and Management in Industrial System Dharmakarya : Jurnal Aplikasi Ipteks Untuk Masyarakat Journal Industrial Servicess Jurnal Teknik Industri Untirta Jurnal Pengabdian Pada Masyarakat Majalah Ilmiah Pengkajian Industri Industri Inovatif : Jurnal Teknik Industri Jurnal InTent: Jurnal Industri dan Teknologi Terpadu Journal Industrial Manufacturing Jurnal Riset Teknik Industri JURNAL TEKNIK INDUSTRI Logistic and Operation Management Research Journal of Community Service in Science and Engineering Jurnal Pengabdian Dinamika Journal of Systems Engineering and Management JURNAL REKAYASA KIMIA & LINGKUNGAN Journal of Integrated System
Gunawan, Akbar
Jurusan Teknik Industri Universitas Sultan Ageng Tirtayasa
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Analisis Kepuasan Pelanggan Berdasarkan Dimensi Service Quality pada Toko Alfamidi Muara Ciujung Barat Gunawan, Akbar; Ferro Ferdinant, Putro; Pramesti, Dini; Barleany, Dhena Ria; Setiawan, Hadi; Katili, Putiri Bhuana
Journal of Integrated System Vol. 8 No. 2 (2025): Journal of Integrated System Vol. 8 No. 2 (December 2025)
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jis.v8i2.13482

Abstract

Kepuasan pelanggan merupakan faktor fundamental dalam dunia bisnis karena mutu pelayanan yang tidak optimal dapat secara langsung menurunkan tingkat kepuasan konsumen. Tujuan penelitian untuk menilai tingkat kepuasan pelanggan, mengidentifikasi aspek pelayanan yang menjadi kekuatan maupun kelemahan, menentukan prioritas perbaikan, serta menyusun strategi peningkatan mutu layanan di Toko Alfamidi Muara Ciujung Barat. Berdasarkan hasil karakteristik responden, diperoleh data bahwa 6,1% pelanggan merasa cukup puas, 34,4% puas, dan 59,6% sangat puas. Secara keseluruhan, tingkat kepuasan pelanggan termasuk dalam kategori “sangat puas” dengan nilai 84,02%. Analisis SERVQUAL memperlihatkan bahwa seluruh atribut menunjukkan nilai gap negatif, menandakan bahwa layanan yang diberikan belum sepenuhnya sesuai dengan ekspektasi pelanggan, meskipun tingkat kepuasan tergolong tinggi. Dimensi tangible merupakan keunggulan utama dengan nilai kualitas pelayanan 0,973, sementara dimensi empathy menjadi aspek terlemah dengan skor 0,941. Berdasarkan hasil Importance Performance Analysis (IPA), atribut-atribut dalam kuadran I—yang menjadi prioritas utama perbaikan—meliputi komunikasi antara karyawan dan pelanggan, pemahaman produk, kecepatan antrean kasir, kesesuaian harga antara label dan sistem kasir, serta kemampuan karyawan dalam menanggapi pelanggan dengan jelas. Rekomendasi peningkatan meliputi pelatihan SOP pelayanan, penataan produk yang lebih sistematis, peningkatan komunikasi, pemeriksaan harga secara rutin, serta penambahan kasir pada jam sibuk.
QUALITY MEASUREMENT CUSTOMER SATISFACTION INDEX (CSI) METHOD AND IMPORTANCE-PERFORMANCE ANALYSIS (IPA) DIAGRAM PT. ASDP INDONESIA FERRY (PERSERO) Merak – Banten Gunawan, Akbar; Iqbal, Iqbal
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 6 No. 1 (2018)
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jemis.2018.006.01.2

Abstract

Service quality is a very important aspect to be considered to retain consumers. PT. ASDP INDONESIA FERRY (PERSERO) Merak Banten its duties as providers and services in the field of crossings. Measurement of customer satisfaction by using the method of the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) diagram, Customer Satisfaction Index (CSI) value is 80,68%. which is the priority of improvement to improve customer satisfaction of PT ASDP INDONESIA that is in dimension of attributes intangible dimension is about toilet facility, this attribute need to be repaired because in its implementation there are still complaints from passengers and attributes that are contained in the dimensions responsiveness is regarding the speed and responsiveness in serving the passengers, responsiveness of the officer in providing information in providing the arrival and departure time , and the attributes contained in the assurance dimension is about the security level of the port area
Analisis Kepuasan Pengguna Aplikasi Maxim di Kota Cilegon Menggunakan Integrasi EUCS, IPA, dan TRIZ Akbar Gunawan; Atia Sonda; Yohana Hasianna Manullang; Ade Sri Mariawati; Aditya Rahadian Fachrur; Dhena Ria Barleany
Journal Industrial Manufacturing Vol. 11 No. 1 (2026): Journal Industrial Manufacturing
Publisher : Program Studi Teknik Industri Universitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/f3f1n027

Abstract

This study aims to analyze user satisfaction of the Maxim application in Cilegon City and formulate service improvement priorities through the integration of End-User Computing Satisfaction (EUCS), Importance Performance Analysis (IPA), and TRIZ methods. The main problem of this study stems from user complaints about the Maxim application, specifically related to address point accuracy, map display readability, and application response speed. The study uses a quantitative approach with a survey method by distributing questionnaires to 96 active Maxim application users in Cilegon City. The research attributes are arranged based on five EUCS dimensions, namely content, accuracy, format, ease of use, and timeliness. The data obtained are tested for validity and reliability, then analyzed using IPA to measure the level of conformity, the gap between expectations and performance, and priority attributes for improvement. Furthermore, the TRIZ method is used to formulate innovative solutions to attributes in the top priority quadrant. The results show that the average performance value of the Maxim application is 3.445, while the average user expectation value is 3.831, resulting in a gap value of -0.385. The average suitability level of 89.9% indicates that the Maxim application's performance has not fully met user expectations. The attributes that are the main priority for improvement are address point accuracy, ease of understanding the map display, and application response speed. Based on the TRIZ analysis, the innovative principles obtained are intermediary and parameter changes. Recommendations for improvement include updating GPS-based locations, adding a "nearest building" feature, using more varied colors on map components, and storing frequently used pick-up and drop-off points on the user's device. This study shows that the integration of EUCS, IPA, and TRIZ can be used as a systematic approach to evaluate user satisfaction while generating recommendations for improving online transportation applications. Keywords: Maxim, user satisfaction, EUCS, IPA, TRIZ, online transportation
Systematic Review of Sustainable Competitive Advantage Factors of SMEs in The Creative Industry Triwulandari Satitidjati Dewayana; Akbar Gunawan; Kadarsah Suryadi; Iveline Anne Marie
Logistic and Operation Management Research (LOMR) Vol. 4 No. 1 (2025): Logistic and Operation Management Research (LOMR)
Publisher : Research Synergy Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/lomr.v4i1.3331

Abstract

A sustainable competitive advantage refers to a combination of characteristics and capabilities that allow a business to fulfill customer needs more effectively than its competitors. It encompasses elements that enable a company to produce goods or services of superior quality or at a lower cost than others. These advantages help businesses achieve higher sales or profit margins in the market. This literature review aims to examine and identify various factors contributing to the development of sustainable competitive advantage in the creative industry, a topic that has gained significant importance and widespread attention. This research employs a systematic literature review (SLR) approach to investigate these factors in the context of creative industries. Using the SLR approach and the PRISMA framework, this research identified, evaluated, and synthesized 27 relevant articles from the Scopus and IEEE Xplore databases, published between 2014 and 2024. These articles contain results about the factors and problems that can influence sustainable competitive advantage in creative industries with relevant fields, such as social, economic, and technical. A total of 19 factors were found that influence sustainable competitive advantage.  All these factors are important, but production quality, environmental friendliness, finance, innovation, consumer behavior, and human resources are the most prominent. This meta-analysis provides valuable insights and serves as a foundation for advancing efforts to promote the implementation of competitive advantage practices.
Co-Authors Ade Irman Ade Irman Mutakin Ade Irman Saeful Mutaqin Ade Irman SM Ade Irman, Ade Ade Sri Mariawati Aditya Rahadian Fachrur Alia Badra Pitaloka, Alia Badra Alifia Puspa Septianingrum Amelia Rachmawati Ananta, Surya Atmadilaga Ani Umyati Ani Umyati Arini Syafira Utami Asep Ridwan Asih Machfuzhoh Atia Sonda Atia Sonda Bobby Kurniawan Budi Darma Maulana Cindy Christine Miranda Damasa G Desmiani Denni Kartika Sari Dhena R. Barleany Dhena Ria Barleany Dhena Ria Barleany Dina Estining Tyas Lufianawati Dyah Lintang Trenggonowati Ekana Kusumaningrum Enny Fitriyanti Erien Amelia Erlin Filiandini Evi Febianti Evi Febianti Fajri Humaedi Fani Rahma Damayanti Fellek Getu Tadesse Ferro Ferdinant, Putro Galih, Restu Azi Hadi Setiawan Hadi Setiawan Hadi Setiawank Hafair Mubarak Ibrahim Nur Farabi Intan Nauroh Iqbal Iqbal Iqbal Iqbal Iveline Anne Marie Kadarsah Suryadi Kee Evelyne Khairiyyah Rusydi khatili, putiri buana kulsum kulsum Kulsum M.T. M.Naufal Muadz Mentari Indria Cahya Merdiana Dewantari, Nustin Muhamad Ridwan Muharni, Yusraini Mukti Lestari Mutakin, ade irman Nuraida Wahyuni Nurul Ummi Nustin Merdiana Dewantari Pramesti, Dini Purbasari, Intan Puti Nur Hardiyanti Putiri B. Katili Putiri Bhuana Katili Putiri Bhuana Katili Putiri Buana Khatili Putro Ferro Ferdinant Putro Ferro Ferdinant Ratna Ekawati Restu Wigati, Restu Retno Sulistyo Dhamar Lestari Rettrikar Kiswindyatmoko Ria Barleany, Dhena Rifan Maulana Rizki Akbari Robi Setiawan Saeful Mutaqin S., Ade Irman Saleh, Afiatta Ilhan Selviroh, Selviroh Shera Dwi Andini Sirajuddin Sirajuddin Syahputra, Galang Triwulandari Satitidjati Dewayana ulfah, Maria Utami Damayanti Vidya Nursekha Wahyu Susihono Yanuar Sutanto Yohana Hasianna Manullang Zainal Abidin