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All Journal Media Statistika Jurnal Sains dan Seni ITS IPTEK The Journal of Engineering IPTEK Journal of Science IPTEK Journal of Proceedings Series IPTEK The Journal for Technology and Science Jurnal Statistika Universitas Muhammadiyah Semarang CAUCHY: Jurnal Matematika Murni dan Aplikasi Journal of the Indonesian Mathematical Society Jurnal Teknobisnis Syntax Literate: Jurnal Ilmiah Indonesia BAREKENG: Jurnal Ilmu Matematika dan Terapan J-SAKTI (Jurnal Sains Komputer dan Informatika) Jambura Journal of Mathematics Accounting and Management Journal Jurnal Ilmiah Manajemen Kesatuan Inferensi Journal of Infrastructure and Facility Asset Management Madaniya JAMBURA JOURNAL OF PROBABILITY AND STATISTICS J-SAKTI (Jurnal Sains Komputer dan Informatika) JURNAL ILMIAH GLOBAL EDUCATION Journal of Social Research COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Journal Research of Social Science, Economics, and Management Sewagati
Vita Ratnasari
Jurusan Statistika Institut Teknologi Sepuluh Nopember
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Journal : Accounting and Management Journal

 1 
ANALISIS KUALITAS LAYANAN BONGKAR MUAT DI PT TERMINAL PETIKEMAS SURABAYA DENGAN METODE SERVQUAL DAN QFD Bastian, Endhy; Ratnasari, Vita; Achmadi, Fuad
JURNAL AKUNTANSI DAN MANAJEMEN Vol 2 No 1 (2018): AUGUST
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/amj.v2i1.65

Abstract

  PT Terminal Petikemas Surabaya (TPS) has become one of the port services company has been trusted by various Indonesian and international companies in the management of international and domestic containers as well as various other loading and unloading services. PT TPS in providing international container management services is required to adjust its service level in accordance with international standards. Based on the Key Performance Indicator (KPI), the performance of PT TPS compared to some international ports in terms of Trund-Around Time (TRT), Gross Mover Per Hour (GMPH), and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific and India. The low performance of PT TPS based on the three indicators shows that the quality of service PT TPS still needs to be repaired. In this research, perception analysis and customer expectation with Service Quality (SERVQUAL) method to measure service quality of PT TPS. The gap between perception and customer expectation from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And based on the two analysis, the preparation of strategies that should be applied by PT TPS to improve the quality of service. The results obtained show that all dimensions have satisfaction level “satisfied” which means that customers value the services provided by PT TPS is enough to meet expectations but still not maximal. Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement either immediately. The QFD analysis is performed to determine the recommended improvements on 5 indicators. Indicators that require top priority are indicators related to the competence of officers, especially administrative officers. So the management recommendation is to make Standard Operating Procedure (SOP) for each activity in port for administration officer
Analisis Persepsi Produk Tembakau Alternatif PT XYZ: Studi Perilaku Konsumen Perokok Dewasa di Indonesia Eling Anindita, Raden; Nadlifatin, Reny; Ratnasari, Vita
JURNAL AKUNTANSI DAN MANAJEMEN Vol 8 No 1 (2024): Accounting and Management Journal
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/amj.v8i1.5429

Abstract

To face the challenges of changing business landscapes in the cigarette industry driven by regulations and shifting consumer behavior trends, PT XZY launched alternative tobacco product innovations. This research intends to analyze the understanding of adult smokers and the factors that influence their behavior in switching from conventional cigarettes to alternative tobacco products as new products where market characteristics have not yet been identified academically in Indonesia. The research was carried out using a qualitative approach through field observations, document analysis and in-depth interviews (phenomenology). Research identifies that in the product aspect, consumers appreciate the superiority of hygiene (free of smoke, ash and odor) and lower risk compared to conventional cigarettes (although not completely risk free) which is influenced by the nicotine extraction mechanism in tobacco by heating rather than burning. However, users still emphasize the different taste and experience compared to conventional cigarettes (especially kretek). Several main factors that influence the switch from conventional cigarettes to alternative products are emotional benefits (customer engagement), financial (price of devices and tobacco sticks), marketing campaigns (through WoM and media), human resources (product experts) and hygienic products. Then there are social environmental factors (family and community encouragement), availability (distribution) and the existence of official kiosks which are managed directly by the company (sales channels). Marketing strategy design needs to emphasize expanding customer advice or advocacy (positive conversations) and human aspects (human centric), including personalization of information, interaction and total immersion (omnichannel). Marketing should be oriented towards customer behavior aimed at humanizing the brand with human-like attributes with appropriate marketing metrics and the widest use of digital technology.
ANALISIS KUALITAS LAYANAN BONGKAR MUAT DI PT TERMINAL PETIKEMAS SURABAYA DENGAN METODE SERVQUAL DAN QFD Bastian, Endhy; Ratnasari, Vita; Achmadi, Fuad
JURNAL AKUNTANSI DAN MANAJEMEN Vol 2 No 1 (2018): Accounting and Management Journal
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/amj.v2i1.65

Abstract

PT Terminal Petikemas Surabaya (TPS) has become one of the port services company has been trusted by various Indonesian and international companies in the management of international and domestic containers as well as various other loading and unloading services. PT TPS in providing international container management services is required to adjust its service level in accordance with international standards. Based on the Key Performance Indicator (KPI), the performance of PT TPS compared to some international ports in terms of Trund-Around Time (TRT), Gross Mover Per Hour (GMPH), and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific and India. The low performance of PT TPS based on the three indicators shows that the quality of service PT TPS still needs to be repaired. In this research, perception analysis and customer expectation with Service Quality (SERVQUAL) method to measure service quality of PT TPS. The gap between perception and customer expectation from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And based on the two analysis, the preparation of strategies that should be applied by PT TPS to improve the quality of service. The results obtained show that all dimensions have satisfaction level “satisfied” which means that customers value the services provided by PT TPS is enough to meet expectations but still not maximal. Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement either immediately. The QFD analysis is performed to determine the recommended improvements on 5 indicators. Indicators that require top priority are indicators related to the competence of officers, especially administrative officers. So the management recommendation is to make Standard Operating Procedure (SOP) for each activity in port for administration officer
Co-Authors A. Tuti Rumiati Achmad Choiruddin Adatul Mukarohmah Agnes Tuti Rumiati Agus Riyadi Almira Qattrunnada Qurratu'ain Ananda, Dwi Shinta Andrea Tri Rian Dani Anita Susanti Arif Khoirul Anam AVIANTHOLIB, IGAR CALVERIA Bachtiar, Raditya Fahmi Baredwan, Abdullah Husin Bastian, Endhy Bastian, Endhy Cinde Pristi Kurnia Merdiko Citto Pacama Fajrinia Clara Dewanti Dani, Andrea Tri Rian Deby Lolita Permatasari Dedy Dwi Prastyo Dwi Maumere Putra Eko Wahyu Wibowo Elika Tantri Eling Anindita, Raden Erma Oktania Permatasari Fachrian Bimantoro Putra Farid Achmadi Farony, Rivan Faurizal Limansyah Fauziyah, Meirinda Febriliani Masitoh Feni Ira Puspita, Feni Ira Fithriasari, Kartika Fitriana, Dewi Fuad Achmadi Gita Prestalita Halistin, Halistin Haryono Haryono Hesikumalasari Hesikumalasari Hitapriya Suprayitno, Hitapriya Husna Miratin Nuroini I Nyoman Budiantara I Putu Artama Wiguna Ida Nur Indah Sari Insan Amalia Mutfi Ismaini Zain Karimah, Aprilia Fitri Khaerun Nisa' Ludia Ni’matuzzahroh Made Ayu Dwi Octavanny Madu Ratna Mahendra Wardhana, Mahendra Marshiela, Jessie Reyna Maulidiah Nitivijaya Mokh. Suef Muhammad Aldani Zen NARITA YURI ADRIANINGSIH Ni'matuzzahroh, Ludia Nina Saraswati Nina Saraswati Nisa Andini Novidianto, Raditya Nuroini, Husna Mir'atin Okka Kusumawati Asmoyo Permatasari, Erma Oktania Purhadi Purhadi Putra, Fachrian Bimantoro Qonita Qurrota A'yun R Sutjipto Reny Nadlifatin Retno Dewi Yulianti Rhifda Zukhrufi Ria Asih Aryani Soemitro Rifani Nur Sindy Setiawan Rijaludin, Saeful Huda Rizfanni Cahya Putri Rizky Amalia Yulianti Santi Puteri Rahayu Setiawan Setiawan Shofi Andari Sifriyani, Sifriyani Sitti Imaslihkah Suci Amalia Talmera, Annisa Triana Tandri Patih Taufiqotul Masrukha Tesha Nisva Tiza Ayu Virania Veniola Forestryani Vida Faiza Rochmah Wahyu Indri Astuti Wibawati Wibawati Winarni Kurniasari Yashintia Arien Epriliyanti Yollafie Asmara Yovita Liana Salsabila Yuanita Damayanti Zen, Muhammad Aldani