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Rr. Rochmoeljati
Program Studi Teknik Industri, Universitas Pembangunan Nasional “Veteran” Jawa Timur

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High User Satisfaction and Improvement Priorities in Wondr by Bank Negara Indonesia: Kepuasan Pengguna yang Tinggi dan Prioritas Peningkatan di Wondr oleh Bank Negara Indonesia Dewi Aisarunnisa' Maunah; Rr. Rochmoeljati
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.10.2025.12253

Abstract

General Background: The rapid advancement of digital technology has transformed the banking industry, leading to the development of mobile banking applications that emphasize user experience and satisfaction. Specific Background: Bank Negara Indonesia (BNI) introduced the Wondr by BNI application as an enhancement to its previous mobile banking service, offering a more integrated financial ecosystem. However, its relatively low user rating compared to its predecessor indicates potential service quality issues. Knowledge Gap: Previous studies have rarely integrated Google’s HEART Metrics and Importance Performance Analysis (IPA) to holistically assess mobile banking user experience. Aims: This study aims to evaluate user satisfaction with Wondr by BNI using HEART Metrics—covering Happiness, Engagement, Adoption, Retention, and Task Success—combined with IPA to identify improvement priorities. Results: The findings reveal that overall satisfaction levels are high, with Happiness, Adoption, and Retention exceeding the 80% usability target, while Engagement and Task Success require improvement. Most attributes fall into the “Maintain Performance” quadrant, though several aspects such as responsiveness and notification reliability remain suboptimal. Novelty: This research uniquely applies a dual-method framework to uncover both experiential and performance-based gaps in mobile banking services. Implications: The results provide strategic insights for optimizing user experience and guiding continuous digital service innovation in Indonesia’s banking sector. Highlights: Combines HEART Metrics and IPA for comprehensive UX evaluation. Identifies key improvement areas in engagement and task success. Provides strategic guidance for enhancing digital banking services. Keywords: HEART Metrics, Importance Performance Analysis, User Satisfaction, Mobile Banking, Wondr by BNI
Integrated FTA and FMEA for HDPE Plastic Bag Defect Reduction Fitria Novi Ariestiyani; Rr. Rochmoeljati
Academia Open Vol. 11 No. 1 (2026): June
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.11.2026.13369

Abstract

General Background: Quality risk mitigation is essential for maintaining production stability and product conformity in manufacturing industries. Specific Background: PT XYZ produces High Density Polyethylene plastic bags in various sizes, with the 15×30 size exhibiting the highest defect rate during January–September 2025, particularly folded, incorrect cutting, asymmetrical cut, and no handle hole defects. Knowledge Gap: Previous studies generally applied Fault Tree Analysis (FTA) or Failure Mode and Effect Analysis (FMEA) separately or focused on limited defect types and specific production stages, resulting in less comprehensive defect evaluation. Aims: This study aims to systematically identify root causes and determine improvement priorities for dominant defects in 15×30 HDPE plastic bag production through an integrated FTA and FMEA framework. Results: FTA identified 15 critical basic events associated with operator control, machine condition, material handling, and maintenance practices. Defect probability values were 7.079% for folded, 9.314% for incorrect cutting, 9.741% for asymmetrical cut, and 6.635% for no handle hole defects. FMEA results showed the highest Risk Priority Number for folded defects (RPN 240), followed by incorrect cutting (RPN 210), asymmetrical cut (RPN 180), and no handle hole (RPN 175). Novelty: The study integrates deductive root cause modeling and quantitative risk prioritization within a single analytical structure applied to a specific industrial product size. Implications: The proposed actions, including SOP standardization, preventive maintenance, calibration, and operator monitoring, provide structured guidance for systematic defect reduction and sustainable quality management in HDPE plastic bag manufacturing. Highlights: Fifteen critical basic events were mapped across operator, machine, material, and maintenance factors. Incorrect cutting and asymmetrical cut showed the largest probability values among dominant nonconformities. Risk prioritization placed folded nonconformity at the top improvement rank based on RPN assessment. Keywords: Fault Tree Analysis, Failure Mode and Effect Analysis, HDPE Plastic Bags, Defect Probability, Risk Priority Number