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All Journal Jurnal Teknik Industri Terintegrasi (JUTIN) Academia Open
Aditya, Bintang Anggry Awan Putra
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Analisis bottleneck pada proses ganti meter baru di gudang PDAM Surya Sembada Surabaya dengan metode Root Cause Analysis Aditya, Bintang Anggry Awan Putra; Winursito, Yekti Condro
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 8 No. 1 (2025): January
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v8i1.39993

Abstract

This research aims to provide an in-depth understanding of the causes of bottlenecks in the water meter replacement process at PDAM Surya Sembada Surabaya and offer better solutions to overcome them. This field research was conducted at PDAM Surya Sembada Surabaya using data collection methods such as observation and direct interviews with managers or relevant task force members. The collected data was then analysis using Root Cause Analysis (RCA) technique.  The findings of this study show that there are two main obstacles in the work: the water meter procurement process that uses a tender system that requires a long delivery time, and the lack of flexibility in project scheduling related to weather conditions, coupled with tight targets and pressure to complete tasks. Therefore, improvements are needed in the water meter procurement process and policies regarding target adjustments in times of adverse weather conditions.
Service Quality Drives Purchase Decisions and Loyalty through Repeat Purchases: Kualitas Layanan Memengaruhi Keputusan Pembelian dan Loyalitas Melalui Pembelian Berulang Aditya, Bintang Anggry Awan Putra; Waluyo, Minto
Academia Open Vol. 10 No. 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.12115

Abstract

(General Background) The increasing competition in Indonesia’s retail sector highlights the critical role of service quality in influencing consumer purchasing behavior. (Specific Background) Faiz Plastic Store Sidoarjo, a retailer of household and packaging products, has experienced a decline in sales performance, allegedly due to deteriorating service quality that affects consumer retention. (Knowledge Gap) Previous studies have confirmed the impact of service quality on purchasing behavior, yet empirical evidence regarding its structural influence on purchase decisions, repeat purchases, and customer loyalty in small-scale retail settings remains limited. (Aims) This study aims to analyze the causal relationship between service quality (Servqual), purchase decisions, repeat purchases, and customer loyalty using Structural Equation Modeling (SEM). (Results) Findings reveal that service quality significantly influences purchase decisions, but purchase decisions do not significantly affect repeat purchases, while repeat purchases have a strong positive effect on customer loyalty. (Novelty) The study develops a structural model that clarifies the indirect mechanism linking Servqual dimensions to loyalty through behavioral intentions. (Implications) The results emphasize that maintaining high service quality should be complemented with loyalty programs, digital engagement, and online ordering systems to ensure customer retention and business sustainability. Highlights:  Service quality significantly shapes initial purchasing behavior. Repeat purchases serve as the main driver of customer loyalty. Loyalty programs and digital engagement enhance long-term retention. Keywords: Servqual, Purchase Decision, Repeat Purchase, Customer Loyalty, Retail Service Quality
Co-Authors Minto Waluyo Winursito, Yekti Condro