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All Journal Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Value: Jurnal Manajemen dan Akuntansi Jurnal Kawistara
Supangkat, Hendrarto Kurniawan
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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Penentuan Mitra Pemasok Produk Furnitur Menggunakan Metode AHP Chandra, Annisa Ayudhita; Supangkat, Hendrarto Kurniawan
Value : Jurnal Manajemen dan Akuntansi Vol. 19 No. 2 (2024): Mei - Agustus 2024
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jv.v19i2.5627

Abstract

Multiline Design has a new business line that operates in the field of ready stock furniture. Due to limited resources in making furniture, such as the absence of in-house craftsmen and raw materials, Multiline Design will only focus on the design function of the products being marketed. Companies need to work with external partners to supply raw materials and make products according to design. The main issue currently faced is how to determine the right supplier partner. This research aims to determine the sole supplier partner for furniture products that will be developed by Multiline Design. This research applies the Analytic Hierarchy Process (AHP) method because it has a clear decision hierarchy structure, a systematic analysis step guide and special measures to evaluate the level of consistency of the assessment. This research evaluates three alternative furniture craftsmen/workshops using eight criteria. Data for evaluation comes from observations and interviews with alternative craftsmen/furniture workshops and internal Multiline parties. The analysis results show that the ability to produce according to design is the most important criterion. The results of the analysis also concluded that the furniture craftsman/workshop with the pseudonym code "Alternative Supplier 2" was the most appropriate supplier partner.
Combining Servqual and Kano: Justification for Best Action and Its Selection Process Supangkat, Hendrarto Kurniawan; Savitri, Gusti Ayu Made Hanny Dian
Jurnal Kawistara Vol 14, No 2 (2024)
Publisher : Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/kawistara.88920

Abstract

This study aims to enhance the existing literature on the integration of Servqual and Kano concepts by providing a comprehensive justification for recommending improvement actions to service attributes. By utilizing a theoretical service model that considers factors previously overlooked, such as the impact on revenue and cost, performance variability, diminishing marginal utility in consumption, and diminishing marginal product of resources, this study offers propositions and proofs for the best actions in each paired category of service attributes within the combined Servqual and Kano assessments. The findings are presented in the form of an evaluation table, which links each paired category of attribute with its respective optimal action. Importantly, this study introduces novel perspectives on the definition of the best action and the basis for its selection. Unlike previous works that solely focus on customer satisfaction, this research defines the best action from the perspective of the service provider whose primary goal is to maximize profit. The proposed procedure for determining the best action obtained in this study is more justifiable, as it relies less on the ambiguous process of correctly identifying the final categories of attributes in both models. To illustrate the new integration process, an example based on simulated data is also provided. Overall, this study contributes to the field by offering a comprehensive and justified approach to improving service attributes through the integration of Servqual and Kano concepts. 
Combining Servqual and Kano: Justification for Best Action and Its Selection Process Supangkat, Hendrarto Kurniawan; Savitri, Gusti Ayu Made Hanny Dian
Jurnal Kawistara Vol 14, No 2 (2024)
Publisher : Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/kawistara.88920

Abstract

This study aims to enhance the existing literature on the integration of Servqual and Kano concepts by providing a comprehensive justification for recommending improvement actions to service attributes. By utilizing a theoretical service model that considers factors previously overlooked, such as the impact on revenue and cost, performance variability, diminishing marginal utility in consumption, and diminishing marginal product of resources, this study offers propositions and proofs for the best actions in each paired category of service attributes within the combined Servqual and Kano assessments. The findings are presented in the form of an evaluation table, which links each paired category of attribute with its respective optimal action. Importantly, this study introduces novel perspectives on the definition of the best action and the basis for its selection. Unlike previous works that solely focus on customer satisfaction, this research defines the best action from the perspective of the service provider whose primary goal is to maximize profit. The proposed procedure for determining the best action obtained in this study is more justifiable, as it relies less on the ambiguous process of correctly identifying the final categories of attributes in both models. To illustrate the new integration process, an example based on simulated data is also provided. Overall, this study contributes to the field by offering a comprehensive and justified approach to improving service attributes through the integration of Servqual and Kano concepts. 
Co-Authors Chandra, Annisa Ayudhita Savitri, Gusti Ayu Made Hanny Dian