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All Journal JURNAL ILMU MANAJEMEN DAN BISNIS Jurnal Tirtayasa Ekonomika (Tirtayasa Economica Journal) MANAJERIAL SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan EQIEN - JURNAL EKONOMI DAN BISNIS Jurnal Pemberdayaan Masyarakat Universitas Al Azhar Indonesia Jurnal Ilmiah Manajemen Kesatuan Jurnal Sains Teknologi Transportasi Maritim Indonesia Berdaya JOURNAL SCIENTIFIC OF MANDALIKA (JSM) Jurnal Kemaritiman: Indonesian Journal of Maritime Industrika : Jurnal Ilmiah Teknik Industri Go-Integratif : Jurnal Teknik Sistem dan Industri Jurnal Bisnis, Logistik dan Supply Chain Jurnal Manajemen Risiko Journal of Artificial Intelligence and Digital Business Darma Diksani: Jurnal Pengabdian Ilmu Pendidikan, Sosial, dan Humaniora
Rubby Rahman Tsani
Universitas Pendidikan Indonesia
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Transportation Veterinary Other

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Customer Satisfaction Index (CSI) dan Importance-Performance Analysis (IPA) sebagai Alat Ukur Layanan pada Pelabuhan Rayyan Dzikru Huwaiza; Rubby Rahman Tsani; Melia Handayani
Journal Scientific of Mandalika (JSM) e-ISSN 2745-5955 | p-ISSN 2809-0543 Vol. 7 No. 2 (2026)
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/10.36312/vol7iss2pp362-371

Abstract

This study aims to analyze customer satisfaction with ferry crossing services at PT ASDP Indonesia Ferry (Persero) Merak Branch using the Customer Satisfaction Index (CSI) and Importance–Performance Analysis (IPA) methods. Increasing passenger and vehicle mobility on the Merak–Bakauheni route requires continuous improvement in service quality to meet customer expectations. This research employed a descriptive quantitative approach by distributing structured questionnaires to ferry service users. The questionnaire measured the level of importance and performance of service attributes using a Likert scale. Data were analyzed using CSI to determine the overall level of customer satisfaction and IPA to identify priority service attributes for improvement and maintenance. The study involved ferry service users who had utilized the service at least twice, and data collection was conducted at Merak Port. The results indicate that the customer satisfaction index is in the moderate category, implying that service performance has not fully met customer expectations. IPA mapping shows that cleanliness and adequacy of facilities, waiting room comfort, and clarity of departure information fall into Quadrant I and require immediate improvement. Meanwhile, ticketing speed, staff friendliness, and passenger safety are located in Quadrant II and should be maintained. These findings provide practical implications for service providers to improve facilities, optimize information systems, and enhance staff performance to increase customer satisfaction and loyalty.optimization, and continuous staff development to improve customer satisfaction and loyalty
Analisis Beban Kerja Mental Pada Karyawan Divisi Pengadaan Dengan Metode NASA TLX (Studi Kasus Pada PT Pindad Enjiniring Indonesia) Aliefarrafi, Muhamamad; Maulani, Syifa Fajar; Tsani, Rubby Rahman
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.6237

Abstract

Penelitian ini membahas analisis beban kerja mental pada karyawan Divisi Pengadaan PT Pindad Enjiniring Indonesia dengan menggunakan metode NASA-TLX (National Aeronautics and Space Administration Task Load Index). Penelitian dilakukan karena Divisi Pengadaan memiliki peran strategis dalam menjamin ketersediaan bahan baku dan komponen produksi, namun jumlah tenaga kerja yang terbatas serta tingginya intensitas pekerjaan berpotensi menimbulkan tekanan psikologis yang berdampak pada produktivitas dan kesejahteraan karyawan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan instrumen utama berupa kuesioner NASA-TLX yang mengukur enam dimensi beban kerja mental, yaitu kebutuhan mental, kebutuhan fisik, kebutuhan waktu, performansi, tingkat usaha, dan tingkat frustrasi. Populasi penelitian terdiri dari enam karyawan Divisi Pengadaan dan teknik pengambilan sampel menggunakan sampling jenuh, sehingga seluruh populasi dijadikan responden. Proses analisis dilakukan melalui tahap pembobotan, pemberian rating, perhitungan nilai produk, hingga perhitungan Weighted Workload (WWL) dan rata-rata WWL untuk menentukan tingkat beban kerja mental setiap karyawan. Hasil penelitian menunjukkan bahwa sebagian besar karyawan mengalami beban kerja mental yang sangat tinggi dengan rata-rata WWL berada di atas 80, sedangkan sisanya berada pada kategori tinggi. Dimensi yang paling dominan berkontribusi terhadap tingginya beban kerja mental adalah kebutuhan waktu, kebutuhan mental, dan tingkat frustrasi. Kondisi ini menunjukkan bahwa karyawan menghadapi tekanan dalam menyelesaikan pekerjaan dengan tenggat waktu yang ketat, beban kognitif yang kompleks, serta tekanan emosional yang cukup besar.
Co-Authors Ahmada, Rafi Ainiah, Siti Kurotul Aisha, Najwa Shanaya Aliefarrafi, Muhamamad Alivia Najwa Alva Bagus PrihadhiLahagu Amalia Dwi Cahyani Ardiansyah, Wibi Aulia, Zahra Fajri, Adhiya Yasmina Febriyani, Nudewi Fikri Muhammad Mauluddin Ghani, Zaki Abdul Hakim, Wafa Nurul Handayani, Melia Indraswati, Haura Nailah Juanda, Dede Kiffah Kayyisah Ahmad Ma'ruf Ma'ruf Mauluddin, Fikri Muhammad Ma’ruf, Ma’ruf Melia Handayani Minsaris, La Ode Alam Mochammad Azmi Musyaffa Adam Muchamad Hartanto muhammad rizky, muhammad Nirmala, Ira Nurmalia, Lulu Nursopia, Shinta Zahra Nurul Fitria Nurul Muharani Pabian, Dwi Aura Patatan, Cynthia Vita Dewana Permata Sari Diah Zuhariyah Prasetiowati, Alifia Sri Pratama, Adrian Wahyu Putri, Zaskia Amelia Rachmadhani, Andi Intan Rachman, Luthfy Rahayu, Gadis Sari Rahmadhani, Gina Rahmawati, Anisa Yuli Ramadhani, Salsabila Trivia Rayyan Dzikru Huwaiza Ricko Christian Hotlan Tinambunan Riska Fitriani Salsa Amalia Setiawan, Triangga Yunus Soetadi, Johana Zia Sofianty, Dian Maulidia Sonya Ritta Sitinjak Susilawati, Susilawati Syfia Fajar Maulani Syifa Fajar Maulani Tuty Alawiyah Ulfani, Dulia Ulfani, Dulia Vincent Vincent, Vincent Vita, Cynthia Wahyuni, Delia Tri Puspa Wardana, Deni Wati, Rohmah Winaryanto, Amalia Putri Zahra, Rika Sabrina Zalfaa, Alyani Zepanya, Fernando