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All Journal Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Emerging Business Management and Entrepreneurship Studies Jurnal Kawistara
Savitri, Gusti Ayu Made Hanny Dian
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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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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. 
Unveiling The Impact of Logistics Service Quality On Customer Satisfaction and Demographic Factors As Moderator: Indonesia Quick Commerce Perspective Savitri, Gusti Ayu Made Hanny Dian; Yunus, Erlinda Nusron; Widjanarko, Alain
Jurnal Aplikasi Bisnis dan Manajemen Vol. 11 No. 2 (2025): JABM Vol. 11 No. 2, May 2025
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.11.2.418

Abstract

Background: Quick commerce is one of the biggest opportunities in the COVID-19 pandemic. In Indonesia, quick commerce has increased due to the trend of purchasing groceries online. Even though shopping activities are shifted online, customers still demand a service as excellent as they would order at a physical store.Purpose: This study aims to determine the factors of logistics service quality that improve customer satisfaction and examine the demographic factors that enhance the relationship between logistics service quality and customer satisfaction.Design/methodology/approach: This study employed a survey method to achieve broad data coverage. The data analysis techniques used in this study included hierarchical regression analysis and moderated regression analysis (MRA).Finding/Results: The findings show that logistics service quality positively affects customer satisfaction for quick commerce on Java. This also indicates that age is a significant moderating variable in the relationship between logistics service quality and customer satisfaction.Conclusion: Quick commerce companies should focus on younger customer satisfaction levels. Moreover, companies can increase customer satisfaction based on several logistics service quality factors, such as arranging courier training regarding how to treat customers, providing recommendations for similar products if a particular product is not available, or ensuring that the order will arrive in the customer’s hands in a short time and safely. Originality/value (state of the art): One of the important factors that could be a competitive advantage for a company is logistics service quality; however, research related to quick commerce in an emerging economy is still limited. This research enriches studies related to customer satisfaction, logistics service quality, and demographic factors (gender, age, and income level) by analyzing the perceptions of quick commerce customers. Keywords: demographic factors, logistics service quality, quick commerce, physical store, customer satisfaction
Enhancing Operational Performance Index Using the Theory of Constraints: A Case Study at PT XYZ Savitri, Gusti Ayu Made Hanny Dian
Journal of Emerging Business Management and Entrepreneurship Studies Vol. 5 No. 1 (2025): Journal of Emerging Business Management and Entrepreneurship Studies
Publisher : Research Center and Case Clearing House (RC-CCH) - Sekolah Tinggi Manajemen PPM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34149/jebmes.v5i1.183

Abstract

Since the onset of the COVID-19 pandemic, car sales in Indonesia have declined, affecting PT XYZ, a subsidiary of a major automotive company specializing in pre-owned vehicle sales. This study aims to develop a strategy for identifying profitable and fast-selling car types using the Theory of Constraints approach. This applied research employs a mixed-method, including both qualitative and quantitative methods. The qualitative approach involves interviews with three key informants, while the quantitative method uses the Theory of Constraints to assess operational performance through inventory turnover and productivity. A Chi-Square test is also conducted to examine the relationship between these two factors. The study's findings indicate a relationship between inventory turnover and productivity. This suggests that changes in one factor can impact the other, influencing PT XYZ's operational strategies to enhance efficiency and profitability in used car sales. Therefore, the company should consider this relationship when making decisions, including vehicle purchasing and refurbishment planning, to optimize sales performance.
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 Supangkat, Hendrarto Kurniawan Widjanarko, Alain Yunus, Erlinda Nusron