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All Journal Jurnal Teknik Industri Terintegrasi (JUTIN) IIJSE
Wandana, Yasmine Azalia
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Analisis penyebab demurrage pada proses bongkar muat material impor proyek kapal x dengan metode six sigma DMAIC (Studi kasus: PT ABC) Wandana, Yasmine Azalia; Rahmawati, Nur
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.v8i1.38819

Abstract

PT ABC is one of the industry that produce ships. In the production of Ship X, PT ABC needs imported materials sent from other country. In the process of loading and unloading these materials, PT ABC encounters operational difficulties that cause demurrage. This study aims to identify the causes of demurrage and provide suggestions for improvements to minimize the occurrence of demurrage in the next loading and unloading process. The method used in this research is the six sigma method which consists of five stages, namely define, measure, analyze, improve, and control. The results showed that there were 10 causes of demurrage in the loading and unloading process of Ship X materials during 2022. In addition, there are 3 most dominant causes of demurrage, namely late receipt of documents (36.84%), document discrepancies (15.79%), and waiting for the signature of related parties (10.53%). The recommended actions to minimize the occurrence of demurrage include implementing more efficient SOP and improving communication between internal and external stakeholders.
Analysis of Service Quality on Customer Satisfaction with Servqual and Kano Model in Convenience Store XYZ Surabaya Wandana, Yasmine Azalia; Aryanny, Enny
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7062

Abstract

Convenience Store XYZ Surabaya is located in the city center and commercial area, so it has high customer potential. However, this branch received a low rating of 2,5 out of 5, lower than other branches in Surabaya. Based on these problems, an improvement in service quality is carried out to customer satisfaction using the Service Quality method and the Kano Model. This study aims to determine the quality of service to customer satisfaction and provide suggestions for improvements to improve the quality of service of Convenience Store XYZ Surabaya. The results of the analysis using Service Quality show that the quality of service is 0,78, which means that the service has not met customer expectations. Through Kano Model analysis, service attributes are classified into Must Be, One Dimensional, Attractive, and Indifferent categories. The results of the analysis of the two methods show that there are 11 attributes that need to be maintained and 9 attributes that must be improved. There are several suggestions for improvements that can improve service quality at Convenience Store XYZ Surabaya such as menu innovation, employee responsiveness, employee behavior, and environmental cleanliness.
Co-Authors Enny Aryanny Nur Rahmawati