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All Journal Adi Widya : Jurnal Pengabdian Masyarakat Dinamisia: Jurnal Pengabdian Kepada Masyarakat International Journal of Supply Chain Management Jurnal Jalasena Bulletin of Community Engagement Jurnal Teknologi Maritim Jurnal Cakrawala Maritim Jurnal Teknologi Maritim Proceeding Maritime Business Management Conference PROCEEDINGS CONFERENCE ON DESIGN AND MANUFACTURE AND ITS APPLICATION
Gaguk Suhardjito
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Religion Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Social Sciences Transportation Other

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Journal : Proceeding Maritime Business Management Conference

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ANALISIS PROSES BISNIS PENGADAAN JASA DENGAN PENDEKATAN QEF, RCA, DAN BPI Anindita Araya Prigara; Yugowati Praharsi; Gaguk Suhardjito
Proceeding Maritime Business Management Conference MBMC: Proceeding Maritime Business Management Conference 2022
Publisher : Program Studi D4-Manajemen Bisnis, Jurusan Teknik Bangunan Kapal, Politeknik Perkapalan Negeri Surabaya

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Abstract

The largest shipbuilding company in Indonesia has a business in the development and design capabilities of Warships and Commercial Ships; construction and maintenance, repair and Overhaul (MRO) of Submarines, Warships, Commercial Ships; and maritime products such as General Engineering, energy and electrification products, and Technology Development. It has several divisions, one of which is the supply chain division. The business processes applied to the supply chain division is service procurement department for the ship maintenance and repair business which are still running less effectively. The problem that is often experienced in this business process is the mismatch between the business process flowchart and the reality on the ground which causes delays in the issuance of service procurement contracts. To analyze the service procurement process in the ship maintenance and repair business, this study uses the Quality Evaluation Framework (QEF) method. From the results of quality factors that are still not in accordance with the company's target, a root cause will be carried out using Root Cause Analysis (RCA), namely fishbone analysis. After finding the root of the problem, this research produces a proposal for improving business processes using Business Process Improvement (BPI). The results of the business process analysis of the issuance of service procurement contracts resulted in the calculation of three quality factors that did not match the target and realization, the three quality factors were Resource Efficiency of 90%, Availableness of 50%, and Cycle Time of 29 days.
ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG KAPAL DENGAN METODE SERVQUAL DAN IPA Ghina Dhiya Elok Sekar Putri; Renanda Nia Rachmadita; Gaguk Suhardjito
Proceeding Maritime Business Management Conference MBMC: Proceeding Maritime Business Management Conference 2024
Publisher : Program Studi D4-Manajemen Bisnis, Jurusan Teknik Bangunan Kapal, Politeknik Perkapalan Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33863/mbmc.v3i1.3220

Abstract

The ferry service company operates in sea transportation with several routes, including Surabaya – Balikpapan. The number of routes is directly linked to passenger volume, making it essential to ensure service quality meets passenger expectations. A decline in passenger numbers has been observed, mainly due to numerous complaints from company-conducted surveys. This decline in trust has caused passengers to switch to other operators. This study analyzes service gaps, determines acceptable service tolerance levels, and prioritizes necessary improvements. The SERVQUAL method assessed the gap between service performance and passenger expectations, showing negative gaps for 26 attributes. This indicates the company’s performance falls short of expectations. The Zone of Tolerance (ZOT) identified minimum acceptable service levels, with thresholds ranging from 0.10 to 1.36. Twenty-one attributes were below these thresholds. Importance Performance Analysis (IPA) was used to recommend service quality improvements by mapping attribute priorities in a Cartesian diagram. Seven attributes in Quadrant I were identified as top priorities for enhancement.
Co-Authors Aang Wahidin Anindita Araya Prigara Ari Wibawa Budi Santosa Aristi Hanifah Fauziyyah C. I. Sutrisno Danis Maulana Devi, Yesica Fitri Hardiyanti Ghina Dhiya Elok Sekar Putri Heroe Poernomo I Putu Arta Wibawa jasmine zabrina Kiki Dwi Wulandari Mochamad Yusuf Santoso Mochammad Choirul Rizal Muhammad Haffid Indra Brillianto Muhammad Lukman Arif Muhammad Syifak Qolbi octavia rahmadhany Pranowo Sidi Priyambodo Nur Ardi Nugroho Radianto, Denny Oktavina Renanda Nia Rachmadita Ristanti Akseptori Ruddianto Ruddianto Sherly Agustina Soelistijono, Rachmad Tri Sumardiono Sumardiono Tri Tiyasmihadi Yugowati Praharsi