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All Journal Journal Industrial Servicess Jurnal Ilmiah Teknik Industri OPERATION EXCELLENCE: Journal of Applied Industrial Engineering Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri Jurnal Rekayasa Industri (JRI) Jurnal Teknik Industri Terintegrasi (JUTIN) Journal of Industrial Engineering and Operation Management (JIEOM) Indonesian Journal of Industrial Engineering & Management Industrika : Jurnal Ilmiah Teknik Industri Profisiensi : Jurnal Program Studi Teknik Industri Jurnal Teknik Industri
La Ode Ahmad Safar Tosungku, La Ode Ahmad Safar
Program Studi Teknik Lingkungan, Fakultas Teknik, Universitas Mulawarman, Jl. Sambaliung No.09 Kampus Gunung Kelua Samarinda 75119
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Transportation

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Journal : Jurnal Teknik Industri Terintegrasi (JUTIN)

 1 
Analisis Kualitas Pelayanan Kesehatan dengan Metode HEALTHQUAL dan Importance Performance Analysis (IPA) Thamrin, M Husni; Tosungku, La Ode Ahmad Safar; Gunawan, Suwardi
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 8 No. 2 (2025): April
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v8i2.44780

Abstract

Puskesmas X provides 12 services, including general polyclinic. This study measures service quality using the HEALTHQUAL method with five dimensions: empathy, tangible, safety, efficiency, and improvement, and determines improvement priorities through the IPA diagram. The results show an importance level of 4.277, with empathy at 4.283, tangible at 4.218, safety at 4.464, efficiency at 4.214, and improvement at 4.218. The performance level is 4.192, with empathy at 4.193, tangible at 4.124, safety at 4.104, efficiency at 4.270, and improvement at 4.255. Safety has the highest importance score (4.464), while efficiency has the highest performance score (4.270). Based on the IPA diagram, priority attributes for improvement include facility comfort, environmental safety, patient protection from infections, and trust in staff. Recommendations include re-arranging the waiting area, improving air circulation, providing handsanitizers, implementing SOPs for PPE, and evaluating staff performance. These improvements are expected to enhance service quality and trust in Puskesmas X.
Analisis Kualitas Pelayanan pada Ritel Tradisional dengan Metode Customer Satisfaction Index (CSI) dan Retail Service Quality Scale (RSQS) Dadang, Ali; Isharyani, Muriani Emelda; Tosungku, La Ode Ahmad Safar
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 8 No. 3 (2025): July
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v8i3.49761

Abstract

This study was conducted to assess the service quality of UMKM Amplang Bontang Store by applying the Customer Satisfaction Index (CSI) and the Retail Service Quality Scale (RSQS). The results indicate that the overall service quality is relatively good, as reflected in a CSI score of 74%, signifying that customers are fairly satisfied with the store’s services. Among the dimensions, social interaction achieved the highest CSI score (83%), while the policy dimension recorded the lowest (63%). Further analysis using the RSQS method identified that the policy dimension has the most significant negative gap (-1.0). Specifically, attribute KB4 (-1.91) emerged as the lowest-performing attribute, making the policy dimension particularly KB4 the primary focus for service improvement. 
Co-Authors Aini, Mutiara Qurrota Andriana Rahayu Ayu Oktaviani Ayu Oktaviani, Ayu Dadang, Ali Difa, Gevi Alfandi Dutho Suh Utomo Elviani, Rafifah Nur Fadillah, J.J.Z Hariadi Fathimahhayati, Lina Dianati Fikri Saifullah Rahman Gunawan, Suwardi Gusti, Nastiti Caket Isharyani, Muriani Emelda Lauw Errin Laurentine Lina Dianati Fatimahhayati M Husni Thamrin, M Husni Mochamad Ridwan, Mochamad Muhammad Busyairi, Muhammad Saleha Simanjuntak, Fena Marthina Solly Aryza Tambunan, Willy Tasya Meidita Theresia Amelia Pawitra Utomo, Duhto Suh Yolla Depriany Rimba Panggalo Yudi Sukmono, Yudi