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Anna Kusuma Wardhani
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Arts Humanities Economics, Econometrics & Finance Education Engineering Law, Crime, Criminology & Criminal Justice Social Sciences

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PENERAPAN KEBIJAKAN PENJADWALAN ULANG PADA RUANG LINGKUP SINGLE MACHINE UNTUK MEMINIMASI TOTAL TARDINESS (Studi Kasus di PT. Indonesia Steel Tube Works) Nurkertamanda, Denny; Fanani, Zaenal; Kusuma Wardhani, Anna
TEKNIK Volume 30, Nomor 2, Tahun 2009
Publisher : Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (326.021 KB) | DOI: 10.14710/teknik.v30i2.1863

Abstract

Customer satisfaction is the most important thing to be considered to keep the customer trust of a productor even of a company. Giving the satisfaction to the customer can be achieved by several ways and on timedelivery product is one of them. It is true that some problems can often occur during that achievement andmay hinder the on time delivery fulfillment. One of the major elements that hold the key role of on timedelivery fulfillment is production scheduling. The implementation of appropriate production schedulingpolicy will determine the accomplishment of on time delivery fulfillment in some ways. This statement isalso works for Indonesia Steel Tube Works Ltd., as a company that always cares about the customersatisfaction on quality and on time delivery. If we observe the production scheduling records of IndonesiaSteel Tube Works Ltd. we can find some lateness problems that in some case happened in an extensiveinterval of tardiness. The company only runs the production scheduling based on the group of pipediameter. This policy seems cannot well handle the rush orders that often emerge on every schedulingperiod and effect in tardiness problems. The company needs to consider the rescheduling policy with theaim of reducing the tardiness that often emerges because of the rush order disruption.
Analysis of the Impact of the Implementation of Priority Service Policy on Customer Satisfaction Kusuma Wardhani, Anna; Widjanarko Otok, Bambang
Research Horizon Vol. 5 No. 2 (2025): Research Horizon - April 2025
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.5.2.2025.209-224

Abstract

The change in the reliability service policy from Premium Service to Priority Service raises concerns about the potential decline in customer interest in this service. Priority Service is expected to be an alternative for customers with power capacities above 200 KVA, who require higher power supply reliability and service beyond regular standards. This study uses the Mixed Methods Research approach, where data collection is carried out both quantitatively and qualitatively. Quantitative data was obtained through a Likert scale questionnaire and analyzed using Structural Equation Modeling - Partial Least Squares (SEM-PLS) to assess customer satisfaction based on the SERVQUAL approach, which included the variables Reliability, Assurance, Tangibility, Empathy, and Responsiveness, combined with additional variables such as Service Price, Service Delivery, and Expected Service. Meanwhile, qualitative data was collected through interviews to support the findings obtained from the quantitative analysis. The findings of the study show that Assurance, Empathy, and Reliability have a significant influence on Service Quality, while Tangibility and Responsiveness have no significant impact. In addition, Service Delivery, Expected Service, and Service Quality have the most dominant influence on Customer Satisfaction, while Service Price also affects satisfaction but with a lower level of significance. However, the results of the study may vary depending on the characteristics of each unit's customers. Most customers come from the industrial sector.
Co-Authors Bambang Widjanarko Otok Denny Nurkertamanda Jamhari Jamhari