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The Impact of Behavior of Restaurant Employees on Word of Mouth Intention: The Mediating Role of Customer Satisfaction 餐厅员工行为对口碑意向的影响:顾客满意的中介作用
Pub Date : 2020-05-27 DOI: 10.12962/j20882033.v31i1.6328
N. Fitria, Elevita Yuliati
The increase in restaurant numbers every year has affected the intensity of competition in the restaurant industry. To be stand out among competitors, the right perceived image of the restaurant is needed and could be maintained by positive word-of-mouth spread in the community. The present study examines if employee behavior comprising of personal and functional service aspects in casual dining restaurant has an impact on customer satisfaction and word-of-mouth intention at casual dining restaurants. Using a survey approach, the questionnaire was distributed to 198 respondents age 17 years and above, which have already been to one of the particular casual dining restaurants in Jakarta. The data were analyzed using structural equation modeling. Based on the study results, both personal and functional aspects can significantly predict customer satisfaction, although the functional aspects have contributed more considerably than the individual aspects. Besides, the result revealed that customer satisfaction would eventually affect word-of-mouth positively. Limitations and future research directions are also discussed.
每年餐馆数量的增加影响了餐饮业竞争的激烈程度。为了在竞争对手中脱颖而出,餐厅需要正确的感知形象,并且可以通过在社区中积极的口碑传播来维持。本研究考察了休闲餐厅员工的个人服务行为和功能服务行为对休闲餐厅顾客满意度和口碑意向的影响。采用调查方法,将问卷分发给198名年龄在17岁及以上的受访者,这些受访者已经去过雅加达的一家特定的休闲餐厅。采用结构方程模型对数据进行分析。根据研究结果,个人和职能方面都可以显著预测客户满意度,尽管职能方面比个人方面贡献更大。此外,结果显示顾客满意最终会对口碑产生正向影响。并对研究的局限性和未来的研究方向进行了讨论。
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引用次数: 6
Opinion Analysis of Traveler Based on Tourism Site Review Using Sentiment Analysis 基于情感分析的旅游网站评论游客意见分析
Pub Date : 2020-05-27 DOI: 10.12962/j20882033.v31i2.6338
S. Amira, M. Irawan
Technology development nowadays makes it easier for people to access information. One of them is to find information regarding a place. Many prospective visitors would read reviews from people who have visited a place to find out how they rate a place. Opinion on other people’s reviews is very influential in influencing others’ decisions in assessing a place they want to visit. Opinion analysis can be done by conducting a sentiment analysis of hotel customer reviews. The data used are traveler reviews of hotels in East Java on the Tripadvisor site. Traveler reviews data was taken by crawling on tourist sites, and the unstructured reviews data would be a preprocessing and weighted term from reviews using the TF-IDF method. The classification process is done using the support vector machine method to find opinions from traveler reviews, which are positive or negative. Based on the classification results, hotels that have the most positive sentiments in Surabaya are Harris Hotel Gubeng and Pop! Hotel Gubeng with the same number of reviews, 252 reviews. In comparison, hotels with the most positive sentiment in Malang are Harris Hotel Malang with 311 reviews. The opinion analysis results are expected to help the hotel manager evaluate and develop to increase the number of tourist visits.
如今科技的发展使人们更容易获取信息。其中之一是查找一个地方的信息。许多潜在的游客会阅读去过一个地方的人的评论,以了解他们对这个地方的评价。对别人的评论的意见是非常有影响力的,影响别人的决定在评估一个地方,他们想要访问。意见分析可以通过对酒店顾客评论进行情感分析来完成。使用的数据是Tripadvisor网站上对东爪哇酒店的旅行者评论。通过在旅游网站上爬行获取游客评论数据,使用TF-IDF方法对评论进行预处理和加权,得到非结构化评论数据。分类过程使用支持向量机方法从旅行者评论中找到正面或负面的意见。根据分类结果,在泗水获得最正面评价的酒店是Harris Hotel Gubeng和Pop!古堡酒店的评论数相同,252条评论。相比之下,在玛琅获得最积极评价的酒店是哈里斯玛琅酒店,有311条评论。意见分析结果有望帮助酒店经理评估和开发,以增加游客访问量。
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引用次数: 1
Environmental Pollution Impact Analysis on Faecal Sludge Process Using Life Cycle Assessment and Analytic Hierarchy Process 基于生命周期评价和层次分析法的粪便污泥处理环境污染影响分析
Pub Date : 2020-05-27 DOI: 10.12962/j20882033.v31i2.6333
Firlianda Imansyah, N. Karnaningroem
The processing of fecal sludge in the IPLT is an advanced processing activity because the sludge in the septic tank has not been properly disposed of into the environment. After all, it still contains high organic loads. IPLT Kota Batu is the object of research. It aims to determine the environmental impact caused by the treatment of sludge in the IPLT Kota Batu with the Life Cycle Assessment Method then provide an alternative in reducing the impact with the Analytic Hierarchy Process Method. Life Cycle Assessment is a method for analyzing the environmental impact of a product throughout the life cycle. Stages of life cycle assessment (LCA) are goals and scope, life cycle inventory, life cycle impact assessment, and interpretation data. An alternative selection is then made to reduce the environmental impact using the Analytic Hierarchy Process (AHP) Method. AHP is describing a complex problem into a result that is represented in a multi-level structure. AHP stages are input goals, criteria, alternatives, weighting, and priority scale, producing the recommended answer or decision. From the LCA method, it was found that the emission load released into the environment in the treatment of sludge was in the form of CO2 emissions, energy emissions, and potentially disappearing species fractions of 3.948,935 kg CO2/year, 1.100.334,84 MJ, and 3.624,647 PDF.m2.y. The use of this method can find out that the treatment of sludge in the IPLT Kota Batu has an environmental burden and impacts the phenomenon of global warming, non-renewable energy, and aquatic eutrophication. The best alternative to reduce emissions in the treatment process of sludge in the IPLT Kota Batu is to perform maintenance treatment on a scheduled basis.
在IPLT中处理粪便污泥是一项高级处理活动,因为化粪池中的污泥没有被妥善处理到环境中。毕竟,它仍然含有很高的有机负荷。IPLT Kota Batu是研究对象。其目的是用生命周期评估方法确定IPLT Kota Batu污泥处理所造成的环境影响,然后用层次分析法提供减少影响的替代方法。生命周期评估是一种分析产品在整个生命周期中对环境影响的方法。生命周期评估(LCA)的阶段包括目标和范围、生命周期清单、生命周期影响评估和解释数据。然后使用层次分析法(AHP)进行备选选择,以减少环境影响。AHP是将一个复杂的问题描述为一个以多层次结构表示的结果。AHP阶段是输入目标、标准、备选方案、权重和优先级,产生推荐答案或决策。根据LCA方法,发现污泥处理过程中释放到环境中的排放负荷以二氧化碳排放、能源排放和潜在消失物种分数的形式存在,分别为3.948935kgCO2/年、1.100.334,84MJ,和3.624647 PDF.m2.y。使用该方法可以发现,IPLT Kota Batu的污泥处理具有环境负担,并影响全球变暖、不可再生能源和水生富营养化现象。在IPLT Kota Batu污泥处理过程中,减少排放的最佳替代方案是定期进行维护处理。
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引用次数: 0
The Suitability Evaluation of Procurement Information Systems to the Needs of Users and Management Using Human, Organization, Technology-Fit (HOT-Fit) Framework 采购信息系统对用户和管理需求的适用性评估,使用人员,组织,技术匹配(HOT-Fit)框架
Pub Date : 2020-05-27 DOI: 10.12962/j20882033.v31i1.6326
Dwi Cahyono, E. Suryani
Management Information System (MIS) in government institutions is vital in supporting excellent services to the community. The establishedMIS often provides less optimum benefits since the MIS development did not go through a proper planning and was not supported by a clear IT Masterplan. Therefore, an evaluation of the MIS implementation is needed. There are three main aspects that needs to be evaluated, i.e. human, organization, and technology. The procurement unit of Malang City has an MIS for procurement submission called siBaja. It has been on production since 2016. This study aims to evaluate the suitability of siBaja based on Human, Organizationi, Technology-Fit (HOT-Fit) framework. A data was collected from end-users through a survey method. The data analysis was modeled using SEM-PLS.We found that the implementation of siBaja was not fully fit with respect to human-technology relationship. It was indicated by the absence of a significant effect between the user satisfaction and service quality variables with a significance value of 0.899 at α = 0.05. Thus, it was not fully fit for organization-technology relationship. It was indicated by the absence of a significant effect between service control, internal control variables with a significance value of 0.221 at α = 0.05.
政府机构的管理资讯系统(MIS)对支援为市民提供优质服务至为重要。由于MIS开发没有经过适当的规划,并且没有明确的IT总体规划支持,因此已建立的MIS通常提供较少的最佳效益。因此,需要对MIS的实施进行评估。需要评估的主要有三个方面,即人员、组织和技术。玛琅市的采购单位有一个名为siBaja的采购提交管理信息系统。自2016年以来一直在制作。本研究旨在基于HOT-Fit (Human, organization, Technology-Fit)框架评估siBaja的适宜性。通过问卷调查的方式从终端用户中收集数据。数据分析采用SEM-PLS建模。我们发现siBaja的实施并不完全符合人与技术的关系。用户满意度与服务质量变量之间不存在显著影响,显著性值为0.899,α = 0.05。因此,它并不完全适合于组织-技术关系。服务控制变量与内部控制变量之间不存在显著影响,显著性值为0.221,α = 0.05。
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引用次数: 2
Preliminary Study of Reducing Sugar Production from Coconut Husk by Enzymatic Hydrolysis Using Chitosan Immobilized Crude and Commercial Cellulase 壳聚糖固定化粗品和商品纤维素酶酶解椰子壳制备还原糖的初步研究
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5638
A. Hamzah, M. Hakim, B. Safitri, Nurul Maziyah, L. Rahmah, H. Sangian, S. Soeprijanto, A. Widjaja
The objective of this research was to study the production of sugar from coconut husk using immobilized crude and commercial cellulose, including temperature and mixing speed during immobilization. The enzyme from Aspergillus Niger was immobilized on chitosan alone and cross-linked with Glutaric Dialdehyde (GDA). Coconut husk waste was grinded and chemically pretreated using NaOH 1% (w/v). Fourier Transform Infrared Spectroscopy (FT-IR) measurement revealed that enzyme was covalently bonded to the support. Cellulose immobilized on chitosan cross-linked with GDA produced more sugar than immobilized on chitosan alone. Both the crude and commercial enzyme had their yield decreased after immobilization. Despite its less enzyme coupled on micro-sized chitosan, reducing sugar yielded by an immobilized enzyme on micro-sized chitosan had a competitive result with macro-sized chitosan. This may due to decreasing mass transfer resistance when using a smaller size of chitosan. Several important factors such as temperature, mixing speed, and purity of enzyme responsible for the performance of sugar produced from insoluble cellulose using cellulose immobilized on insoluble support was thoroughly discussed.
本研究的目的是研究利用固定化的粗纤维素和商业纤维素从椰子壳中生产糖,包括固定化过程中的温度和混合速度。将黑曲霉产酶单独固定在壳聚糖上,并与戊二醛(GDA)交联。将椰子壳废料研磨并使用1%(w/v)的NaOH进行化学预处理。傅立叶变换红外光谱(FT-IR)测量显示酶与载体共价结合。GDA交联壳聚糖固定化纤维素比单独固定化壳聚糖产生更多的糖。固定化后,粗酶和商品酶的产量都有所下降。尽管在微米级壳聚糖上偶联的酶较少,但在微米级的壳聚糖上固定化酶产生的还原糖具有与宏观级壳聚糖竞争的结果。这可能是由于在使用较小尺寸的壳聚糖时降低了传质阻力。对温度、混合速度和酶的纯度等几个重要因素进行了深入的讨论,这些因素对用固定在不溶性载体上的纤维素由不溶性纤维素制备糖的性能有影响。
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引用次数: 1
Synthesis and Characterization of Zeolitic Imidazolate Framework-8 (ZIF-8)/Al2O3 Composite 分子筛咪唑酸骨架-8 (ZIF-8)/Al2O3复合材料的合成与表征
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5511
W. Aulia, Ahnaf Ahnaf, Mochammad Yusuf Irianto, R. Ediati, R. M. Iqbal, Rahadian Abdul Rachman, Ulva Tri Ita Martia
Metal-organic framework (MOF) such as ZIF-8 is the tremendous porous material applied in many fields due to high specific surface area and excellent regularity of pores. One technique to improve the physical properties of ZIF-8 with the formation of a composite between a metal oxide and MOF. ZIF-8 and ZIF-8/Al2O3 were successfully synthesized by the solvothermal method with an Al variation of 19%, 38%, and 76%. The ZIF-8/Al2O3 were characterized by XRD, FTIR, SEM, and N2 Physisorption. The diffractogram shows that the appearing of ZIF-8’s peak on 2θ = 7.26; 10.41, 12.66, 16.41, and 17.95°. The morphological of ZIF-8 crystals had a cubic shape. Then the ZIF-8/Al2O3 had different shapes with ZIF-8. Based on the FTIR result, the Zn-N peak appears on 420 cm−1, which indicates the bonding between metal and organic ligand for ZIF-8/Al2O3 has an additional spike on 825 cm−1 due to the vibration of Al−O− Al.
ZIF-8等金属有机骨架(MOF)具有高比表面积和良好的孔规则性,是一种应用于许多领域的巨大多孔材料。一种通过在金属氧化物和MOF之间形成复合物来改善ZIF-8物理性能的技术。采用溶剂热法成功合成了ZIF-8和ZIF-8/Al2O3,Al含量分别为19%、38%和76%。通过XRD、FTIR、SEM和N2物理吸附对ZIF-8/Al2O3进行了表征。衍射图显示ZIF-8的峰出现在2θ=7.26处;10.41、12.66、16.41和17.95°。ZIF-8晶体的形态为立方体。然后ZIF-8/Al2O3与ZIF-8具有不同的形状。根据FTIR结果,Zn-N峰出现在420 cm−1上,这表明ZIF-8/Al2O3的金属与有机配体之间的键合由于Al−O−Al的振动而在825 cm−1处具有额外的尖峰。
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引用次数: 8
Ship Maneuverability Experiments on Open Water with Rudder Model Variations: Case Study of SPB-XXOO 舵型变化下开阔水域船舶操纵性试验——以SPB-XXOO为例
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5637
Rizka Arie Hutama, W. Aryawan, E. Sugita
Ship maneuverability is important to study because it affects safety. Moreover, if the ship operates in a narrow shipping lane, as experienced by SPUB that operated in Musi River. This research focuses on the experimental process of SPUB maneuvers in open water, especially for the turning circles’ movement. The experiment was conducted using a prototype, model SPB-XXOO, which was equipped with components of the instrumentation system such as data logger and propulsion system. Both are integrated into the remote control and computer to perform control functions, calculations, data logging, and data transfer through the wireless communication system. The main controller of the propulsion system is an implanted program to deflect the rudder automatically. Three rudder models with variations in aspect ratios of 1.10, 1.65, and 2.20, also two variations of the rudder angle; 30o and 35o are used to test the model. GPS does the data acquisition process for each experimental process. Based on the analysis of the rudder model’s effect, it was found that a rudder with a large aspect ratio provides better performance than a lower aspect ratio. The average increase in the maneuver performance of the rudder with the smallest to the most significant aspect ratio is 17.345%.
船舶操纵性研究很重要,因为它影响安全。此外,如果船舶在狭窄的航道上作业,如在Musi河作业的SPUB所经历的那样。本文着重研究了SPUB在开放水域的机动实验过程,特别是转弯圈的运动。实验使用SPB-XXOO原型进行,该原型配备了仪表系统的组件,如数据记录器和推进系统。两者都集成到遥控器和计算机中,通过无线通信系统执行控制功能、计算、数据记录和数据传输。推进系统的主控制器是一个植入的程序,用于自动偏转方向舵。三个方向舵模型,纵横比变化为1.10、1.65和2.20,方向舵角度也有两个变化;30o和35o用于测试模型。GPS对每个实验过程进行数据采集。在分析舵模型效果的基础上,发现大展弦比的舵比低展弦比具有更好的性能。纵横比最小到最显著的方向舵的操纵性能平均提高17.345%。
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引用次数: 0
Study of Hydrodynamics and Overall Gas Hold Up Validation in Bubble Column by Computational Fluid Dynamics 用计算流体力学方法研究鼓泡塔的流体动力学和整体含气率
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5636
Yukh Ihsana, S. Winardi, T. Nurtono
The study of overall gas hold up has been carried out experimentally with the bed expansion. The superficial gas velocities used for the experiments are 6.369 m/s and 10.616 m/s. The experiment is carried out in a bubble column with inside diameters of 7 cm and a height of 100 cm. Gas from the gas cylinder is supplied through a distributor consisting of a perforated plate and glass beads. The perforated plate has a hole diameter of 1 mm and 0.5 mm. Computational Fluid Dynamic (CFD) using a Eulerian coupled with Population Balance model is developed to predict overall gas hold up and bubble size distribution. The effect of superficial gas velocity, perforated plate diameter, gas properties, and initial liquid level on gas hold up were studied. The use of population balance can significantly improve the overall gas hold-up results compared to constant bubble diameter. It is found that several operating conditions affect the whole gas hold up, namely initial liquid level, superficial gas velocity, and differences in gas properties. While the influence of the difference in perforated plate diameter to overall gas holds up, results are small compared to other operating conditions.
在床层膨胀条件下,对总含气率进行了实验研究。实验所用的表面气速分别为6.369 m/s和10.616 m/s。实验在内径为7cm,高度为100cm的气泡柱中进行。来自气瓶的气体通过由穿孔板和玻璃珠组成的分配器供应。穿孔板孔径为1mm和0.5 mm。计算流体力学(CFD)采用欧拉耦合人口平衡模型来预测整体气含率和气泡尺寸分布。研究了表面气速、孔板直径、气体性质和初始液位对气含率的影响。与恒定气泡直径相比,使用人口平衡可以显著改善整体气含率结果。发现有几个操作条件会影响整个气含率,即初始液位、表面气速和气体性质的差异。虽然穿孔板直径的差异对总气体的影响仍然存在,但与其他操作条件相比,结果很小。
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引用次数: 2
Study of Extraction Calophyllum inophyllum L using Microwave Hydrodiffusion Gravity And Chemical Extraction method 微波水扩散重力萃取法及化学萃取法提取茶叶的研究
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5629
R. S. C. Muchammad, M. Mahfud, L. Qadariyah
In this study, the oil extraction of Calophyllum inophyllum L using microwave hydro-diffusion gravity method and chemical extraction method were elaborated. The Microwave Hydrodiffusion Gravity (MHG) method is a new green technique which combines microwave-assisted technology and gravitation. It is used to produce oil yield faster and at a low cost. In comparison, a chemical extraction method is a conventional method. The raw material pretreatment, extraction time, microwave power, and the material size have become a crucial factor of extraction. In general, the MHG method yields a higher yield than the chemical extraction method. The MHG method is simple and less solvent. It requires faster extraction time and produces higher oil yield.
本研究阐述了微波水扩散重力法和化学萃取法提取茶叶油的工艺。微波水扩散重力法(MHG)是一种将微波辅助技术与重力相结合的新型绿色技术。它被用来以更快的速度和更低的成本生产石油。相比之下,化学萃取法是一种传统的方法。原料的预处理、提取时间、微波功率、物料粒度等成为提取的关键因素。一般来说,MHG法比化学萃取法得率更高。MHG法操作简单,溶剂用量少。它要求更快的提取时间和更高的产油量。
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引用次数: 2
The Effect of Gamma Irradiation on HDPE/HA Composite as Candidate Material Dental Implant 伽马辐射对HDPE/HA复合材料牙种植体候选材料的影响
Pub Date : 2020-03-20 DOI: 10.12962/j20882033.v31i1.5628
Pormauli Gultom, S. Wicaksono, A. Purniawan, S. Sudirman, S. G. Sukaryo
Hydroxyapatite (HA) Ca10(PO4)6(OH)2 is the main component of calcium phosphate-based bone, which is most widely used in biomaterial applications because it has non-toxic and biocompatible properties. But if used alone, HA does not have excellent mechanical strength and is not resistant to pressure. High-Density Polyethylene (HDPE) is a high density of synthetic polymers, and hydroxyapatite (HA) is a vital bone component. Composites of them will make synthetic bones, with HDPE as matrix and HA as fillers. HDPE/HA composites with a composition variation of 0%, 5%, 10% HA were compacted and heated at 180°C for 90 minutes, and then irradiated at a dose of 60 kGy. The effect of adding HA composition and gamma irradiation was observed by hardness testing and characterized using XRD and FTIR. The results showed that the addition of HA increased the hardness of HDPE. From the XRD and FTIR analysis, there was no change in the composite phase after irradiation.
羟基磷灰石(HA)Ca10(PO4)6(OH)2是磷酸钙基骨的主要成分,由于其具有无毒和生物相容性,因此在生物材料应用中应用最为广泛。但是如果单独使用,HA不具有优异的机械强度,并且不耐压力。高密度聚乙烯(HDPE)是一种高密度的合成聚合物,羟基磷灰石(HA)是重要的骨成分。它们的复合材料将制成合成骨骼,HDPE作为基质,HA作为填料。将组成变化为0%、5%、10%HA的HDPE/HA复合材料压实并在180°C下加热90分钟,然后以60kGy的剂量照射。通过硬度测试观察了添加HA组合物和γ辐照的影响,并用XRD和FTIR进行了表征。结果表明,HA的加入提高了HDPE的硬度。XRD和FTIR分析表明,辐照后复合物相没有变化。
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引用次数: 2
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IPTEK: The Journal for Technology and Science
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