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All Journal JURNAL TEKNIK INDUSTRI
Rizkiyah, Ega Rizkiyah
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Electrical & Electronics Engineering Energy Industrial & Manufacturing Engineering

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Improving Service Quality with the SERVQUAL Method and Linear Programming Optimization at a Transportation Provider Company Rizkiyah, Ega Rizkiyah; Supriyanto, Hari Supriyanto; Dharaka, Kumara Pinasthika Dharaka; Erlangga, Dicky Erlangga
JURNAL TEKNIK INDUSTRI Vol. 15 No. 1 (2025): March 2025
Publisher : Jurusan Teknik Industri, Fakultas Teknologi Indusri Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jti.v15i1.19959

Abstract

The rapid growth of the technology industry poses significant challenges for transportation providers in maintaining service quality, particularly in addressing the gap between customer expectations and perceptions and ensuring efficient resource management. This study explores factors influencing service quality in Malaysian transportation provider companies using the SERVQUAL method, quality function deployment (QFD), and linear programming optimization. Key objectives include identifying issues in the TPM application service process, measuring gaps between customer perceptions and expectations, identifying critical service attributes using importance-performance analysis, and prioritizing technical responses to improve service quality using linear programming optimization. Based on root cause analysis, importance-performance mapping, and the house of quality framework, the study identified four key recommendations: updating standard operating procedures (SOPs) and monitoring service issues, providing driver training on methods and skills, implementing stricter driver selection criteria with a focus on code of conduct compliance, and developing an improved application interface for better customer location accuracy. These measures aim to enhance the efficiency and effectiveness of services, ensuring better alignment with customer needs and expectations while addressing critical operational challenges. By bridging the service quality gap, this research provides actionable insights to support continuous improvement in the Transportation Provider Company from Malaysia.
The Implementation of Operational Risk Management for Reducing the Risk Priority Number in the Metalworking Company Ega Rizkiyah; Dewi, Ratna Sari Dewi; Maryani, Anny Maryani; Rizkiyah, Ega Rizkiyah; Prakoso, Indrayadi Dwi Prakoso
JURNAL TEKNIK INDUSTRI Vol. 14 No. 3 (2024): November 2024
Publisher : Jurusan Teknik Industri, Fakultas Teknologi Indusri Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jti.v14i3.21404

Abstract

There were 47 work accidents at the studied manufacturing company from 2014 to 2016. Thehighest number of work accidents occurred in metalworking processes such as forging and casting,where as many as 22 work accidents, or 46.8% of the total number of work accidents, occurred. So itis necessary to identify the causes of work accidents and control the risk of operational workaccidents. Accidents that occur include being squeezed, bumped, run over, punctured, cut, scratched,hit by an explosion, involved in traffic accidents, and others. So this study aims to prevent these typesof accidents. This study applied hierarchical risk control methodology to provide risk control andreduce the Risk Priority Number (RPN) value for each work activity that has the highest number ofwork accidents. Recommendations that can be implemented are engineering control, administrativecontrol, and PPE control for melting, furan, disamatic, fettling/clearing, and finishing workstations.The results of the proposed risk control resulted in a decrease in the RPN at each workstation.
Co-Authors Dewi, Ratna Sari Dewi Dharaka, Kumara Pinasthika Dharaka Ega Rizkiyah Erlangga, Dicky Erlangga Maryani, Anny Maryani Prakoso, Indrayadi Dwi Prakoso Supriyanto, Hari Supriyanto