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All Journal Jurnal Tirtayasa Ekonomika (Tirtayasa Economica Journal) Industrial and Domestic Waste Management
Wahyuni, Delia Tri Puspa
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Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Engineering Environmental Science Social Sciences

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Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Layanan Go-Food Di Wilayah JABODETABEK Menggunakan Metode Servqual Dan Importance Performance Analysis Winaryanto, Amalia Putri; Wahyuni, Delia Tri Puspa; Soetadi, Johana Zia; Tsani, Rubby Rahman
Tirtayasa Ekonomika Vol 19, No 2 (2024)
Publisher : FEB Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35448/jte.v19i2.28330

Abstract

This study analyzes the level of customer satisfaction with Go-Food service quality in the Jabodetabek area using the SERVQUAL and Importance-Performance Analysis (IPA) methods. Data was collected through a questionnaire distributed to 100 Go-Food user respondents in Jabodetabek. The analysis results show a Customer Satisfaction Index (CSI) value of 84.45%, indicating a very high level of customer satisfaction. The IPA diagram reveals that the dimensions of “assurance” and “empathy” are in quadrant I, indicating good performance and according to customer expectations. Meanwhile, the dimensions of “reliability” and “price” are in quadrant IV, indicating the need for improvement in the aspects of on-time delivery and pricing strategy. This research provides valuable insights for Go-Food to improve service quality, especially in terms of reliability and pricing strategy, and maintain excellence in the aspects of assurance and empathy to maintain high customer satisfaction in the future.
Designing a Finished Goods Warehouse Management System to Reduce Paper Waste Using the Framework for the Application of System Thinking: A Case Study at PT XYZ Wahyuni, Delia Tri Puspa; Handayani, Melia; Ma’ruf, Ma’ruf
Industrial and Domestic Waste Management Volume 5 - Issue 2 - 2025
Publisher : Tecno Scientifica Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53623/idwm.v5i2.928

Abstract

Digital transformation in Indonesia's manufacturing sector has accelerated the adoption of warehouse management systems, with the automated warehouse market projected to grow from USD 25.6 billion in 2025 to USD 54.3 billion in 2031. Traditional paper-based warehouse operations created inefficiencies, environmental degradation, and operational challenges, including poor traceability, coordination gaps, and significant paper waste. This research aimed to design a comprehensive Finished Goods Warehouse Management System integrated with Outgoing Quality Control (OQC) functionality to address operational challenges at PT. XYZ, including limited human resources, inconsistent inspection duration, inadequate location tracking, and excessive paper consumption of approximately 200 sheets per month. The study employed a qualitative case study approach using the Framework for the Application of System Thinking (FAST) methodology, encompassing Scope Definition, Problem Analysis, Requirements Analysis, and Logical Design phases. The PIECES framework was used to evaluate system feasibility across Performance, Information, Economics, Control, Efficiency, and Service dimensions. Data collection involved observation, semi-structured interviews with warehouse administrators, quality control staff, OQC personnel, and production planning and inventory control (PPIC) staff, along with document review. The research produced comprehensive system models, including use case diagrams, activity diagrams, sequence diagrams, Entity Relationship Diagrams, Data Flow Diagrams, and user interface prototypes. The designed system integrated real-time status updates, automatic blocking mechanisms, barcode scanning technology, digital inspection forms with AQL-based auto-calculation, and complete traceability throughout the supply chain.The integrated WMS design provided practical solutions for improving operational efficiency, eliminating paper waste, ensuring product quality through mandatory quality control integration, and supporting sustainable manufacturing practices in the plastic injection molding industry.
Co-Authors Handayani, Melia Ma’ruf, Ma’ruf Rubby Rahman Tsani Soetadi, Johana Zia Winaryanto, Amalia Putri