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All Journal Jurnal Teknik Industri Terintegrasi (JUTIN) Indonesian Journal of Industrial Engineering & Management
Safar, La Ode Ahmad
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Control & Systems Engineering Decision Sciences, Operations Research & Management Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Analisis Kualitas Pelayanan dengan Metode Servqual (Service Quality) dan IPA (Importance Performance Analysis) Gerson, Tarigan Ian; Safar, La Ode Ahmad; Utomo, Dutho Suh
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 8 No. 2 (2025): April
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v8i2.45130

Abstract

This study aims to measure customer satisfaction with hotel service quality using the SERVQUAL method. Gap analysis was conducted across five service dimensions: tangibles (0.0002), empathy (0.013), reliability (0.016), responsiveness (-0.093), and assurance (-0.008), with an average gap of -0.014. Furthermore, the study employed the Importance Performance Analysis (IPA) method to assess which attributes should be maintained and which require improvement. Based on the IPA method, the Cartesian diagram indicates that attributes prioritized for improvement in Quadrant I include: the size and security of the parking area (AS4) at -0.018, employees providing prompt and accurate service to customers (RES1) at -0.012, the speed of maintenance and repair services by employees (RES2) at -0.029, and the cleanliness of hotel rooms (TA5) at -0.09. Proposed improvements include expanding and installing a roof over the parking area, evaluating the service system, and conducting regular training for employees, particularly housekeeping staff, to ensure optimal room cleanliness. 
Risk Analysis and Mitigation Strategies for the Supply Chain of Bread Products at MSME Muthia Bakery Witriyan, Fahreza Dwi; Emelda, Muriani; Safar, La Ode Ahmad
IJIEM - Indonesian Journal of Industrial Engineering and Management Vol 6, No 2: June 2025
Publisher : Program Pascasarjana Magister Teknik Industri Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/ijiem.v6i2.30825

Abstract

Muthia Bakery is a micro-scale business producing preservative-free bread and cakes in PPU Regency. This study aims to minimize supply chain risks by identifying, assessing, and developing mitigation strategies tailored to Muthia Bakery’s operations. Using the Supply Chain Operation Reference (SCOR) model, the study mapped key activities (plan, source, make, deliver, and return) to provide a clear structure for risk identification. This mapping facilitated a focused risk analysis using the Failure Mode Effect Analysis (FMEA) method, with Action Priority (AP) used to prioritize critical risks requiring immediate mitigation. Root causes were examined using a Fishbone Diagram, and AHP was applied to prioritize effective mitigation strategies. Results highlight five primary risks, including (1) inaccurate material purchase quantities (RPN 144), mitigated by improving data collection and analysis (weight 0.1000); (2) raw material returns (RPN 144), addressed through SOP development for quality control (weight 0.673); (3) material ordering delays (RPN 140), mitigated via inventory control (weight 0.635); (4) incorrect raw material quantities received (RPN 120), with double verification during ordering (weight 0.444); and (5) production scheduling errors (RPN 105), mitigated by improved time management (weight 0.701). This research provides a systematic risk management approach for micro-scale bakery supply chains, supporting continuity and efficient operational processes.
Co-Authors Dutho Suh Utomo Emelda, Muriani Gerson, Tarigan Ian Witriyan, Fahreza Dwi