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All Journal Jurnal Rekavasi Journal of Industrial and Engineering System Inovasi Sosial: Jurnal Pengabdian Masyarakat
Arie Pohandry
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Transportation

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ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSISSERTA SERVICE QUALITY Pohandry, Arie; Sidarto, Sidarto; Winarni, Winarni
Jurnal Rekavasi Vol 1, No 1 (2013): Jurnal REKAVASI
Publisher : Jurnal Rekavasi

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

Abstract

PT. 88DB Indonesia cabang Yogyakarta kesulitan untuk mendapatkan pelanggan baru dan mempertahankan pelanggan lama. Pelanggan baru yang merupakan target PT. 88DB Indonesia cabang Yogyakarta menolak penawaran pelayanan yang diberikan dan pelanggan lama melakukan komplain serta pemutusan kontrak. PT. 88DB indonesia cabang Yogyakarta sebaiknya melakukan evaluasi terhadap tingkat kepuasan pelanggan atas pelayanan yang diberikan. Penelitian ini menggunakan metode Customer Satisfaction Index untuk mengukur tingkat kepuasan pelanggan secara keseluruhan. Kemudian dilanjutkan dengan mengukur dengan menggunakan metode Importance Performance Analysis untuk mengetahui atribut yang belum memuaskan pelanggan. Untuk mengurutkan atribut yang belum memuaskan pelanggan dilakukan pengukuran selisih tingkat kepuasan dengan tingkat kinerja menggunakan metode Service Quality.Hasil penelitian ini menunjukkan bahwa sebagian besar pelanggan merasa cukup puas terhadap pelayanan yang diberikan tetapi belum maksimal. Hal ini dapat terlihat dari hasil pengujian tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI) yakni sebesar 67,93 %. Pada pengujian dengan menggunakan metode Importance Performance Analysist (IPA) terdapat 9 atribut pelayanan yang masuk kedalam kuadran I yang artinya ada 9 atribut yang belum memuaskan pelanggan dan pelayanannya belum maksimal. Berdasarkan pengujian dengan menggunakan metode Service Quality urutan perbaikan atribut dimulai dari atribut nomor 4 (SEO optimazed pages) karena memiliki nilai negatif paling besar. Kata kunci : Kepuasan pelanggan, Customer Satisfaction Index (CSI), Importance performance Analysis (IPA), Service Quality.
Analisis Pengendalian Kualitas Produk Teh Hitam dengan Pendekatan Lean-Six Sigma Method di PT. Teh XY asih, endang widuri; Rain, La Ode Rahmat; Pohandry, Arie
Journal of Industrial and Engineering System Vol. 2 No. 2 (2021): Desember 2021
Publisher : Program Studi Teknik Industri, Fakultas Teknik, Universitas Bhayangkara Jakarta Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31599/8xzrgn79

Abstract

PT. XY tea is a black tea processing company, the problem faced is the presence of tea powder that has a production defect that must be reworked because the water content does not meet the standard (3-4%). The purpose of this study was to analyze the quality control of black tea products by identifying the relationship between the types of waste at the work station and measuring the sigma level value. The method used to identify the interrelationships between wastes is by using the Waste Relationship Matrix and making a control chart graph and then calculating the DPMO value and Sigma Level to measure the level of production capability. The results showed that the largest percentage level for waste that has an influence on other types of waste is waste of motion (22.50%) at the sorting stage, the waste that is often affected is inventory (19.63%) at the milling stage. For the production of quality I black tea, the sigma value is 2.31 with a DPMO value of 210605, meaning that for every one million opportunity there is a possibility of 210605 units of rework products. Meanwhile, for quality III, the sigma value is 2.55 with a DPMO value of 150661.
Usulan Penerapan 5S (Seiri, Seiton, Seiso, Seiketsu, Shitsuke) pada Pembuatan Tas, Pouch, Dompet, dan Sabuk Kulit pada Erpat Leather, Yogyakarta Emaputra, Andrean; Rusianto, Toto; Mawadati, Argaditia; Susetyo, Joko; Sodikin, Imam; Pohandry, Arie; Sekar Putu Waringin, Viajeng
Inovasi Sosial : Jurnal Pengabdian Masyarakat Vol. 3 No. 1 (2026): Februari : Inovasi Sosial : Jurnal Pengabdian Masyarakat
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/inovasisosial.v3i1.2830

Abstract

Erpat Leather is a manufacturer of leather bags, pouches, wallets, and belts, located in Tirto RT 05, Bangunjiwo, Kasihan, Bantul, Yogyakarta. Some production materials are not arranged neatly, which can disrupt the smoothness of the production process. The business needs to improve the efficiency and smoothness of the production process. Then, community service activities were carried out by lecturers, educational staff, and students of the Industrial Engineering and Mechanical Engineering Study Programs of the University of AKPRIND Indonesia to increase the knowledge of Erpat Leather owners and workers about 5S (Seiri, Seiton, Seiso, Seiketsu, Shitsuke). Erpat Leather needed training to improve the smoothness of the production process, work efficiency, and work safety. This training began with a discussion between the service team and the business owner, followed by field observations by the service team, and continued with suggestions for improvement to the owner and workers, and ended with the delivery of conclusions and a group photo. The implementation of 5S at Erpat Leather is carried out through five stages, namely, first, sorting goods that are still in use and those that are no longer used; second, arranging goods in the production area in an orderly manner; third, cleaning the work environment regularly; fourth, maintaining the work area to keep it clean; fifth, disciplining good work habits, and providing slogans that cultivate 5S. This activity is expected to increase Erpat Leather's competitiveness in the leather product market by improving the smoothness of the production process.
Co-Authors Andrean Emaputra Argaditia Mawadati Endang Widuri Asih Imam Sodikin Joko Susetyo Rain, La Ode Rahmat Sekar Putu Waringin, Viajeng Sidarto Sidarto Toto Rusianto Winarni Winarni