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PENGARUH KINERJA KARYAWAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA DRIVE THRU TAHUN 2020 Freda Habib; Yulianti Keke; Devi Ratnasari
Scriptura Vol. 11 No. 1 (2021): JULY 2021
Publisher : Institute of Research and Community Outreach - Petra Christian University

Unit Pengelola Pengujian Kendaraan Bermotor Pulogadung yang bergerak di dalam pengujian kendaraan bermotor. Pada penelitian ini, peneliti mencoba mengetahui tingkat kepuasan pengguna jasa yang diberikan oleh Unit Pengelola Pengujian Kendaraan Bermotor Pulogadung dilihat dari sisi Kinerja Karyawan dan Kualitas Pelayanan. Penelitian bertujuan untuk mengetahui dan menganalisis pengaruh dari Kinerja karyawan dan kualitas Pelayanan terhadap kepuasan pengguna jasa baik secara parsial maupun simultan. Dalam penelitian ini, peneliti menggunakan metode kuantitatif. Peneliti menganalisis data dari 97 pengguna jasa di Unit Pengelola Pengujian Kendaraan bermotor Pulogadung. Hasil penelitian bahwa Kinerja karyawan berpengaruh positif dan signifikan secara parsial terhadap variabel kepuasan pengguna jasa ditandai dengan nilai t hitung sebesar 13.695 dengan taraf signifikan sebesar 0,000 lebih kecil dari 0,05, Kualitas pelayanan berpengaruh positif dan signifikan secara pasrsial terhadap variabel kepuasan pengguna jasa di tandai dengan nilai t hitung sebesar 16.711 dengan taraf signifikan sebesar 0,000 lebih kecil dari 0,05 dan Kinerja karyawan dan kualitas pelayanan positif dan signifikan secara simultan terhadap variabel kepuasan pengguna jasa di tandai dengan nilai f hitung sebesar 146.823 dengan tariff signifikan sebesar 0,000 lebih kecil dari 0,05. Maka dari hasil, peneliti memberikan saran agar Unit Pengelola Pengujian Kendaraan Bermotor Pulogadung bisa meningkatkan kepuasan Pengguna jasa dengan menerapkan strategi komunikasi dengan perencanaan dan manajemen, sehingga unit Pengelola Pengujian Kendaraan Bermotor Pulogadung dapat meningkatkan kualitas pelayanan yang lebih baik kepada pelanggan.

EFEKTIVITAS CITRA MEREK TERHADAP PEMBELIAN MINUMAN RINGAN Johanes Kurniawan; Devi Ratnasari; R Didiet Rachmat Hidayat
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 3, No 2 (2017): Januari
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v3i2.902

The objective of this research is to find out the influence of sales promotion and brand image towards the decision of purchasing soft drinks. In this research, the writers used 2 methods of data collection which are data collecting using questionnaire and library research, and data analyzing using regression analysis techniques, correlation, coefficient determinant, and hypothesis testing. The results of the analysis and discussion show that there is a positive influence between sales promotion and brand image towards the decision of purchasing. It is shown in multiple linear regression equation that Y = 0.581 + 0.406X1 + 0.568X2. It means, if there is a change in X1 by one unit, consequently, there will be an increase in Y at 0.406. Moreover, if the brand image is increased by one unit, there will be an increase of Y at 0.568. Based on the correlation analysis, the value of R is 0.782, meaning that there is strong correlation between X1 and X2 towards Y. Coefficient determinant equals 61.1%. This means that the contribution of sales promotion and brand image towards the decision of purchasing is at 61.1% while the other 38.9% is affected by other factors. The partial hypothesis testing reveals that the Tstat of X1 equals 2.859 and Tstat of X2 equals 3.395 with Ttable is 2.021 where Tstat > Ttable and the result of Fstat = 30.606 and Ftable = 3.238, then Ho is rejected and Ha is accepted. This means there is a significant influence between sales promotion and brand image towards the decision of purchasing soft drinks.

Kinerja Pemberdayaan Gender dalam Aspek Keselamatan Devi Ratnasari; Lucky Bindri; Tedy Herdian
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 5, No 2 (2019): Januari
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v5i2.799

The purpose of this study is to test and understand the effect of Investigator Accountability and Gender Empowerment on Performance of the Investigation Team. According to National Transportation Safety Committee, gender equality has become an important issue in development because socially it has differenciate roles, responsibilities, rights and functions as well as the activities of men and women in society. These differences ultimately make people tend to be discriminatory and picky about the treatment of access, participation, and control in the results of development of men and women including in the field of transportation and accident investigation. This research was using quantitative analysis methods with multiple regression analysis tools with a sample size of 40 respondents, calculated the relationship between the accountability of investigators along with gender empowerment on the performance of the investigation team. The results of the study: there is a positive relationship between Investigator Accountability and the Performance of the Investigation Team of the National Transportation Safety Committee as well as Gender Empowerment. And this also applies to the positive relationship between Investigator Accountability and Gender Empowerment together with the Performance of the National Transportation Safety Committee's Investigation Team. This research is not only useful to improve policy making in the field of human resource development in the National Transportation Safety Committee but also in other institutions that have the same scope.

Kualitas Layanan Inaportnet pada Kantor Kesyahbandaran dan Otoritas Pelabuhan Kelas I Eka Sukmawati; Dian Lieska Ocviany; Indarno Sugeng Rahardjo; Mahardhika Andiansyah; Marthaleina Ruminda; Yosi Pahala; Sugiyanto Sugiyanto; Devi Ratnasari
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 9, No 1 (2022): MARET
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v9i1.915

This research aims at determining the quality of Inaportnet services by comparing service performance and service user expectations. A quantitative approach with the Importance Performance Analysis (IPA) method was used with a saturated sample of 23 respondents. Primary data was collected by distributing questionnaires. The analysis was carried out to determine the suitability of service performance to the expectations of service users which is described through the IPA Matrix in the form of a Cartesian diagram. The results showed that the total level of conformity was 94.46% so the suitability of the overall service performance was still below the expectations of service users. However, judging by the Interpretation Guidelines, the level of suitability of service users was very satisfied. Gap analysis was used to find out whether there was a gap in service at the Port in Banten by looking for the difference in the value of performance and the value of importance (expectations). The results of the Gap Analysis calculation (gap score) showed that each item of the instrument was negative, which means that it still needs to be reviewed and improved on each item of the instruments

Kualitas Layanan Inaportnet pada Kantor Kesyahbandaran dan Otoritas Pelabuhan Kelas I Eka Sukmawati; Dian Lieska Ocviany; Indarno Sugeng Rahardjo; Mahardhika Andiansyah; Marthaleina Ruminda; Yosi Pahala; Sugiyanto Sugiyanto; Devi Ratnasari
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 9, No 1 (2022): MARET
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v9i1.915

This research aims at determining the quality of Inaportnet services by comparing service performance and service user expectations. A quantitative approach with the Importance Performance Analysis (IPA) method was used with a saturated sample of 23 respondents. Primary data was collected by distributing questionnaires. The analysis was carried out to determine the suitability of service performance to the expectations of service users which is described through the IPA Matrix in the form of a Cartesian diagram. The results showed that the total level of conformity was 94.46% so the suitability of the overall service performance was still below the expectations of service users. However, judging by the Interpretation Guidelines, the level of suitability of service users was very satisfied. Gap analysis was used to find out whether there was a gap in service at the Port in Banten by looking for the difference in the value of performance and the value of importance (expectations). The results of the Gap Analysis calculation (gap score) showed that each item of the instrument was negative, which means that it still needs to be reviewed and improved on each item of the instruments

Analisis Kerusakan Lidah Wesel 13c2 Arah Belok di Stasiun Jatinegara (Perbaikan Dengan Las Popok) Haniva Mulyani; Sinung Try Nugroho; Devi Ratnasari; Agus Nugroho; Mesquito Martins De Jesus
Journal of Innovative and Creativity Vol. 5 No. 2 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i2.2792

Kerta Api Indonesia (persero) sedang melaksanakan analisa perbaikan serta pergantian wesel di Stasiun Jatinegara yang bertujuan untuk mendukung perawatan prasarana dan pengawasan terhadap keselamatan transportasi. Analisis ini untuk mengetahui fungsi wesel 13C2 yang dilalui kereta api, untuk mengetahui penyebab keretakan pada lidah wesel 13C2, dan untuk menganalisis tindakan-tindakan yang harus dilakukan terhadap kerusakan pada wesel 13C2. Metode yang digunakan peneliti adalah metode kualitatif yaitu untuk mengindentifikasikan keretakan pada lidah wesel berdasarkan pengaruh kecepatan kereta api Commuter line, kereta api jarak jauh dan kereta api barang di lintas Jatinegara Klender KM 12+200. Data primer diperoleh langsung di lapangan sedangkan data sekunder diperoleh dari berbagai sumber data seperti jurnal dan penelitian-penelitian sebelumnya. Berdasarkan hasil obeservasi peneliti dan pengumpulan data dengan menghitung Tonase Ekuivalen dan Passing Tonage, dapat diketahui dalam waktu setiap tiga bulan sekali wesel akan dilakukan perbaikan dengan menggunakan teknik las popok.

PENGUATAN KOMPETENSI WAREHOUSE SUPERVISOR MELALUI PELATIHAN INTERAKTIF DAN SERTIFIKASI UNTUK MENINGKATKAN KINERJA OPERASIONAL GUDANG Siska Amonalisa Silalahi; Yolla Ayutia; Devi Ratnasari; Soma Ariyaka; Deni Priansyah
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 6 No. 6 (2025): Vol. 6 No. 6 Tahun 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v6i6.55705

Kegiatan Pengabdian kepada Masyarakat (PkM) ini bertujuan untuk meningkatkan kompetensi sumber daya manusia di bidang pergudangan melalui pelatihan dan fasilitasi sertifikasi jabatan Warehouse Supervisor. Kegiatan ini dilatarbelakangi oleh masih terbatasnya kompetensi formal tenaga kerja gudang, khususnya pada level supervisi, serta rendahnya akses terhadap pelatihan berbasis Standar Kompetensi Kerja Nasional Indonesia (SKKNI) dan sertifikasi Badan Nasional Sertifikasi Profesi (BNSP). Metode pelaksanaan kegiatan meliputi pelatihan partisipatif, studi kasus operasional gudang, permainan interaktif berbasis simulasi proses inbound dan outbound, serta fasilitasi uji kompetensi melalui Lembaga Sertifikasi Profesi mitra. Kegiatan dilaksanakan secara luring di wilayah Jakarta Timur dengan melibatkan praktisi gudang dan tenaga kerja lokal. Hasil kegiatan menunjukkan bahwa lebih dari 82% peserta mengalami peningkatan skor pemahaman pascapelatihan, lebih dari 90% peserta menyatakan materi dan metode pelatihan sesuai dengan kebutuhan kerja, serta seluruh peserta dinyatakan kompeten dan lulus dalam uji sertifikasi. Selain itu, peserta menunjukkan peningkatan kemampuan supervisi operasional, pengendalian inventori, serta penerapan keselamatan dan kesehatan kerja di gudang. Kegiatan ini berkontribusi terhadap peningkatan kinerja operasional gudang, penguatan profesionalisme tenaga kerja logistik, serta memperkuat peran perguruan tinggi dalam menjembatani kebutuhan industri dan pengembangan kompetensi masyarakat.

The Effect of Loading and Unloading Delays and Truck Fleet Readiness on Operating Performance Yulianti Keke; Natalia Ayu Hapsari Keke; Anandita Shafa; Siska Amonalisa Silalahi; Veronica Veronica; Yolla Ayutia; Devi Ratnasari
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 3 (2026): JIMKES Edisi Mei 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i3.4199

Operational performance is a critical factor in logistics management, directly affecting service quality, customer satisfaction, and overall company efficiency. Delays in unloading processes and the readiness of the truck fleet are common challenges that can hinder smooth operations. This study aims to examine how unloading delays and truck fleet readiness influence operational performance. A quantitative research method was employed, with data collected through questionnaires distributed to 30 operational staff members. Data were analyzed using SPSS version 26, including validity and reliability tests and multiple linear regression analysis. The results indicate that both unloading delays and truck fleet readiness have a significant impact on operational performance, both individually and collectively. The coefficient of determination shows that approximately 55.3% of operational performance variation is explained by these factors, while the remaining portion is influenced by other variables outside the scope of this study. These findings highlight the importance of optimizing unloading efficiency and ensuring fleet readiness to enhance overall operational performance.

Enhancing Customer Satisfaction in Commuter Rail Services through Multimodal Integration and Digital Payment Adoption: A Case Study in Greater Bandung Euis Saribanon; Agus Nugroho; Siti Nurhayati; Novi Indah Susanthi; Devi Ratnasari
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 4 (2025): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i4.5131

This study evaluates customer satisfaction with Commuter Line services in Area II of Bandung during the new normal era. The study focuses on multimodal transportation integration and digital payment system implementation. A survey was conducted with 616 respondents representing the various demographics of service users. The results of the analysis show that customers are highly satisfied with the provided services, especially regarding cleanliness, comfort, and digital accessibility. Technology application and improved accessibility have proven to be key factors in creating a positive travel experience. However, Importance Performance Analysis (IPA) results indicate that improvements to the bank transfer payment system are needed to meet customer expectations. These findings provide a foundation for developing adaptive, responsive, and inclusive strategies to improve the quality of public transportation services.

Case Study Employee Performance: Model Recruitment, Training, Mentoring Primadi Candra Susanto; Sarinah Sihombing; Aswanti Setyawati; Sandrina Marina; Aisyah Rachmawati; Reza Fauzi Jaya Sakti; Devi Ratnasari
Greenation Management and Business Review Vol. 2 No. 2 (2026): Greenation Management and Business Review (April - September 2026)
Publisher : Greenation Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gmbr.v2i2.705

Employee performance has become a critical determinant of organizational competitiveness, particularly in international cargo companies operating in increasingly dynamic, technology-driven, and globally integrated business environments. This study aims to analyze and develop an integrated employee performance model by examining the roles of recruitment, training, and mentoring as key human resource management practices. A qualitative approach employing a literature review method was adopted to synthesize previous empirical and theoretical studies. Relevant literature was collected from reputable national and international journals indexed in Google Scholar, Garuda, and SINTA. The selected articles were analyzed using descriptive, narrative, and content analysis techniques to identify patterns, similarities, differences, and research gaps. The findings indicate that recruitment, training, and mentoring each have a positive contribution to employee performance; however, their combined implementation provides a more comprehensive mechanism for enhancing workforce effectiveness. Recruitment ensures the acquisition of competent employees, training strengthens knowledge and technical capabilities, while mentoring facilitates knowledge transfer, employee adaptation, and continuous professional development. The study also identifies a research gap, as previous studies have predominantly examined these variables independently rather than as an integrated human resource management system. The novelty of this study lies in proposing a conceptual model that integrates recruitment, training, and mentoring to explain employee performance. The findings provide theoretical contributions to human resource management literature and practical recommendations for international cargo companies in designing sustainable strategies to improve employee performance and organizational competitiveness.

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