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All Journal Management Studies and Entrepreneurship Journal (MSEJ) Scientica: Jurnal Ilmiah Sains dan Teknologi Journal of Innovative and Creativity
Nurlaela Kumala Dewi
Universitas Logistik dan Bisnis Internasional
Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Analisa Karyawan Layanan Distribusi PT. X Menggunakan Metode Service Quality Dan Importance Performance Analysis (IPA) Nurlaela Kumala Dewi; Ari Vicky Widyastuti
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 3 No. 6 (2022): MSEJ : Management Studies and Entrepreneurship Journal
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v3i6.1305

Abstract

Untuk meningkatkan pelayanan terhadap konsumen PT. X, melakukan upaya menganalisis karyawan yang menangani layanan distribusi. Metodeyang digunakan dalam penelitian adalah metode Servqual dan metode Importance Performance Analysis (IPA). Berdasarkan hasil perhitungan servqual, nilai Gap untuk dimensi tangible adalah -0,82, dimensi reliability adalah -0,86, dimensi responsiveness adalah -0,91, dimensi assurance adalah -0,83, dan dimensi empathy adalah -0,83, nilai total untuk semua dimensi adalah -0,85. Semua nilai yang didapatkan bernilai negatif (-), itu menunjukan bahwa kualitas pelayanan PT. X yang ada saat ini masih di bawah harapan pelanggan, sehingga diperlukan perbaikan kualitas pelayanan pada setiap atribut yang memiliki tingkat pelayanan yang rendah. Dengan menggunakan metode Importance Performance Analysis (IPA) diperoleh atribut yang perlu dilakukan perbaikan kualitasnya yang berada di kuadran I yang dianggap penting oleh konsumen yaitu atribut nomor X8, X13, dan X12. Kuadran II yang dianggap penting oleh konsumen dan performansi yang dihasilkannya sudah sesuai dengan yang dirasakan oleh konsumen,  kuadran III yang dianggap kurang penting dan memiliki performansi yang tidak begitu baik dan kuadran IV yang dianggap oleh konsumen berlebihan dalam pelaksanaannya tetapi performansi yang dihasilkannya sangat baik. Kata Kunci: Service Quality , Importance Performance Analysis (IPA).
OPTIMALISASI JUMLAH PRODUKSI TEH BOTOL SOSRO DAN FRUIT TEA MENGGUNAKAN METODE FUZZY INFERENCE SYSTEM TSUKAMOTO : (STUDI KASUS : PT. SINAR SOSRO PALEMBANG) Dudi Hendra Fachrudin; Nurlaela Kumala Dewi; Muhammad Rafif Novanil
Scientica: Jurnal Ilmiah Sains dan Teknologi Vol. 1 No. 3 (2023): Scientica: Jurnal Ilmiah Sains dan Teknologi
Publisher : Komunitas Menulis dan Meneliti (Kolibi)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.572349/scientica.v1i3.362

Abstract

PT Sinar Sosro Palembang, a manufacturing company of packaged ready-to-drink beverages, is experiencing constraints in the amount of production that is not optimal, causing excess inventory stock and potential losses. Demand fluctuations are the main factor affecting production instability. To overcome this problem, researchers used the Tsukamoto Fuzzy Inference System method in this study. This method utilizes fuzzy sets to represent rules in real-world problems. With input variables of demand and inventory, this method generates output variables of production. The fuzzy set on each variable is applied with a defuzzification process using a centered average calculation. The results show that there are still production periods that are not optimal, as seen in the production data of Sosro Bottled Tea and Fruit Tea bottles. With 8 optimal calculations from 12 total data for Sosro Bottled Tea and 6 optimal calculations from 12 total data for Fruit Tea bottles, the Tsukamoto Fuzzy Inference System method is considered feasible as a consideration for obtaining the optimal amount of production for PT Sinar Sosro Palembang. The implementation of this method is expected to improve production efficiency and reduce excess inventory stock, resulting in more optimal production performance.
Analisis Kepuasan Pelanggan Jasa Pengiriman Barang Di J&T Cargo Cabang Sarimanah Kota Bandung Indra Batara Siahaan; Nurlaela Kumala Dewi; Syafrianita Syafrianita
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.3796

Abstract

A Customer satisfaction in delivery services is important. Customer satisfaction is obtained from the quality of service offered by the delivery service. J&T Cargo Sarimanah Branch is a delivery service that offers quality service to customers so that customers have satisfaction when using the service. In this study, J&T Cargo Sarimanah Branch became a research to see whether the quality of service on customer satisfaction. Research on service quality has a significant effect on customer satisfaction and looks at the variables that are prioritized in meeting customer satisfaction, this study uses the servqual method (service quality) to measure the extent to which the quality of service provided by J&T Cargo Sarimanah Branch and the IPA method (Importance Performance Analysis) to determine the priorities of variables that must be maintained and improved again. The results of this study show a positive value on 18 variables that have been tested and show a value of 2.99. Where the average score shows customer satisfaction with the quality of service J&T Cargo Sarimanah Branch exceeds customer expectations (high satisfaction).
Co-Authors Ari Vicky Widyastuti Dudi Hendra Fachrudin Indra Batara Siahaan Muhammad Rafif Novanil Syafrianita Syafrianita