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All Journal REKA INTEGRA Journal of Research in Industrial Engineering and Management
Dwitra Harkinata, Dwitra
Institut Teknologi Nasional Bandung
Education Engineering Industrial & Manufacturing Engineering Other

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USULAN PENINGKATAN KUALITAS PELAYANAN ASURANSI KENDARAAN DI PT.X DENGAN METODE SERVICE QUALITY (SERVQUAL) Harkinata, Dwitra; Harsono, Ambar; Yuniati, Yoanita
REKA INTEGRA Vol 4, No 1 (2016): Edisi Ketigabelas
Publisher : REKA INTEGRA

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (425.312 KB)

Abstract

Penelitian ini dilakukan untuk meningkatkan kualitas pelayanan agar dapat memberikan kepuasan dan kenyamanan kepada konsumen dari PT.X, sebuah perusahaan layanan asuransi kendaraan, dengan menggunakan metode Service Quality. Berdasarkan perhitungan pada gap 5, Terdapat 5 atribut bernilai negatif, artinya terdapat kesenjangan antara persepsi dan ekspektasi konsumen. Dari 5 atribut yang bernilai negatif tersebut, terdapat 2 atribut yang bernilai negatif pada Gap 1 , 2 atribut bernilai negatif pada Gap 2 dan 1 atribut bernilai negatif pada Gap 3. Juga terdapat 3 atribut negatif pada Gap 4 yang menunjukkan janji yang dikomunikasikan tidak sesuai dengan ekspektasi konsumen. Ada beberapa peningkatan kualitas pelayanan  yang diusulkan antara lain memberi layanan antar jemput mobil door to door, penambahan jumlah bengkel rekanan yang berkualitas, dan melibatkan karyawan dalam pengembangan standar. Kata kunci: Kepuasan Pelanggan, Metode Service Quality, Gap   ABSTRACT This study was conducted to improve the quality of service in order to deliver satisfaction and comfort to consumers of PT.X , a company vehicle insurance services , using Service Quality . Based on a calculation of the gap 5 , There are 5 attributes with negative value , meaning that there is a gap between the perceptions and expectations of consumers . From 5 negative attributes at gap 5, there are two negative attribute at Gap 1 , 2 negative attribute at Gap 2 and 1 negative attribute at Gap 3. Also there are 3 negative attributes in Gap 4 that means the  communicated promise is different from consumers’ expectations. There are several quality improvement that has been proposed, such as conducting car shuttle service door to door , increasing the number of qualified workshop partners , and involving employees in developing the standards Keywords: Customer satisfaction, Metode Service Quality, Gap
Pengembangan Produk Multi-Item untuk Model Inventaris EOQ dengan Kualitas Barang Tidak Sempurna Harahap, Fariz; Harkinata, Dwitra; Kamaralo, Melviani Karolin; Hidayat, Yosi Agustina
Journal of Research in Industrial Engineering and Management Vol 3 No 2 (2025): November 2025
Publisher : Program Studi Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61221/jriem.v3i2.31

Abstract

The competitive business environment encourages manufacturing companies to produce high-quality goods. However, companies often receive raw materials that do not meet production standards. These imperfect raw materials are caused by various factors such as improper shipping processes, damage, human error, and soon. This leads to a shortage of raw materials during the production process, necessitating reordering to meet production needs. The objective of this research is to develop a formulation model to determine the optimal ordering time intervals, order lot sizes, and total profit when a company has more than one raw material from a single supplier while considering the presence of defective goods. The research processes data by deriving the EOQ formula from a previous study model on single-item inventory policy with defective products, extending it to a multi-item inventory policy with defective products. The results show that the multi-item model generates 1.5 times higher total profit compared to the single-item model ($51,307 vs. $34,064 per unit per year). In addition, the ordering interval for the multi-item model is 52.1 days longer compared to the single-item model, which only has a 10-day interval. Finally, the multi-item model involves larger order lot sizes. Ordering raw materials simultaneously reduces ordering and holding costs, making the multi-item model more efficient and yielding higher profits than the single-item model.
Co-Authors Ambar Harsono Harahap, Fariz Kamaralo, Melviani Karolin Yoanita Yuniati Yosi Agustina Hidayat