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All Journal G-Tech : Jurnal Teknologi Terapan Jurnal Siber Multi Disiplin
Rachman Catur Kurniawan
Universitas Pelita Bangsa, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Engineering Social Sciences

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Service Quality Analysis with Servqual Integration Approach and Importance Performance Analysis (IPA) to Increase Customer Satisfaction at Radja Mart Minimarket Desi Sri Setiawati; Supriyati Supriyati; Rachman Catur Kurniawan
G-Tech: Jurnal Teknologi Terapan Vol 9 No 2 (2025): G-Tech, Vol. 9 No. 2 April 2025
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/gtech.v9i2.6615

Abstract

Radja Mart minimarket faces the problem of mismatch between customer expectations and the quality of service provided. This study aims to measure the level of customer satisfaction with Radja Mart's services, analyze factors that affect service quality with the Servqual and Importance Performance Analysis (IPA) methods, and determine the priorities for improvements that need to be made. The study findings indicate that Radja Mart's service quality does not yet fully meet customer expectations, as evidenced by an average Servqual score of 0.94 <1, which means that there is still a lack of service quality provided by Radja Mart. The Cartesian chart analysis identified the E3 attribute response to customer complaints and suggestions identified as the top priority for enhancement. To improve service quality, Radja Mart should implement concrete measures such as regular employee training to enhance responsiveness and customer engagement. Furthermore, establishing a structured feedback mechanism will enable management to monitor customer concerns and promptly address service gaps. By focusing on these targeted improvements, Radja Mart can increase customer satisfaction, minimize complaints, and strengthen its market competitiveness.
Pengendalian Persediaan Dengan Metode EOQ (Economic Order Quantity) Dan ROP (Reorder Point) Untuk Meningkatkan Efisiensi Gudang Packing Di PT X Noky Sri Noerhaliza; Rachman Catur Kurniawan; Suhendra
Jurnal Siber Multi Disiplin Vol. 4 No. 2 (2026): Jurnal Siber Multi Disiplin (Juli - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jsmd.v4i2.951

Abstract

Salah satu faktor penting dalam kegiatan  inventori adalah pengendalian  persediaan gunanya sebagai kelancaran operasional gudang. PT X sebagai  perusahaan yang bergerak di bidang logistik masih menghadapi masalah pengelolaan persediaa, seperti terjadinya  kelebihan dan kekurangan stock akibat ketidaksesuaian data forecast dan kebutuhan aktual. Kondisi ini menyebabkan terjadinya additional order yang berulang tanpa adanya pehitungan kapan dan berapa seharusnya qty additional di berikan.  Penelitian ini difokuskan pada material packing denga tingkat pemaikaian tertinggi di divisi Export PT. X. Tujuannya menganalisa sistem pengendalian persediaan yang berjakan serta menentukan jumlah pemesanan yang paling ekonomis dan waktu pemesanan yang optimal. Metode yang digunakan adalah metode kuantitatif dengan pendekatan deskriptif dan analitis, pengolahan data menggunakan metode Economic Orde Quantity (EOQ) untuk menentukan kuantitas pemesanan optimal dan metode  Reorder Point (ROP) untuk menentukan pemesanan ulang.  Semoga dengan hasil data dari penelitian  dapat menunjukan bahwa penerapan metode EOQ dan ROP mampu mengurangi frekuensi additional order dan meningkatkan efisiensi pengelolaan stock material.
Co-Authors Desi Sri Setiawati Noky Sri Noerhaliza Suhendra Supriyati Supriyati