Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2608
R. Indriartiningtias
Tanjung Bumi is a village located in Tanjung Bumi Subdistrict, Bangkalan District where most of the population has a small and medium industry producing Madura batik. The object of research was carried out at Batik Anugerah. The study was conducted to determine the level of technological sophistication carried out during the production process. The study was conducted on four components including technoware, humanware, software and infoware. Based on the four components, the TCC (Technology Contribution Coefficient) value will be included in the semi-modern category.
Tanjung Bumi是位于Bangkalan区Tanjung Bumi街道的一个村庄，那里的大多数人口都有一个生产马杜拉蜡染的中小型工业。研究对象是在蜡染Anugerah进行的。进行这项研究是为了确定在生产过程中进行的技术复杂程度。本研究从技术软件、人力软件、软件和信息四个方面进行。基于这四个组成部分，TCC(技术贡献系数)值将被纳入半现代类别。
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Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2666
Wibawa Prasetya
Komentar negatif yang dilontarkan pelanggan di media sosial mencerminkan bahwa masih terdapat kekurangan pada kualitas layanan yang diberikan oleh suatu perusahaan. Hal ini tentunya dapat berdampak pada citra perusahaan, perusahaan dimaksud adalah PT.XYZ Indonesia. Banyak keluhan yang disampaikan oleh pelanggan PT.XYZ Indonesia melalui sosial media twitter dan Instagram. Kondisi ini menunjukkan bahwa, nilai perusahaan PT.XYZ belum diimplementasikan oleh karyawan dalam melaksanakan tugasnya. Tujuan penelitian ini adalah untuk mengetahui apakah budaya perusahaan mempengaruhi kualitas layanan, serta untuk membuktikan bahwa budaya perusahaan dan kualitas layanan berpengaruh terhadap citra PT. XYZ Indonesia. Subjek dalam penelitian ini adalah pelanggan PT. XYZ Indonesia dengan populasi sebanyak 2.200 orang, jumlah sampel yang diambil sebanyak 100 orang yang dipilih dengan metode purposive sampling. Pengambilan data menggunakan kuesioner. Kemudian, data yang terkumpul diolah menggunakan Partial Least Square. Hasil penelitian menunjukkan bahwa bahwa budaya perusahaan berpengaruh positif dan signifikan terhadap citra perusahaan, serta budaya perusahaan dan penerapan kualitas layanan berpengaruh positif dan signifikan terhadap citra perusahaan. Melalui penelitian ini, diharapkan agar koordiasi antar karyawan perusahaan dapat dilakukan lebih baik, Karyawan dapat lebih cermat dalam bekerja, serta lebih mengutamakan pelanggan
{"title":"Analisis Hubungan Budaya Perusahaan, kualitas Layanan dan Citra Perusahaan","authors":"Wibawa Prasetya","doi":"10.25170/METRIS.V22I01.2666","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2666","url":null,"abstract":"Komentar negatif yang dilontarkan pelanggan di media sosial mencerminkan bahwa masih terdapat kekurangan pada kualitas layanan yang diberikan oleh suatu perusahaan. Hal ini tentunya dapat berdampak pada citra perusahaan, perusahaan dimaksud adalah PT.XYZ Indonesia. Banyak keluhan yang disampaikan oleh pelanggan PT.XYZ Indonesia melalui sosial media twitter dan Instagram. Kondisi ini menunjukkan bahwa, nilai perusahaan PT.XYZ belum diimplementasikan oleh karyawan dalam melaksanakan tugasnya. Tujuan penelitian ini adalah untuk mengetahui apakah budaya perusahaan mempengaruhi kualitas layanan, serta untuk membuktikan bahwa budaya perusahaan dan kualitas layanan berpengaruh terhadap citra PT. XYZ Indonesia. Subjek dalam penelitian ini adalah pelanggan PT. XYZ Indonesia dengan populasi sebanyak 2.200 orang, jumlah sampel yang diambil sebanyak 100 orang yang dipilih dengan metode purposive sampling. Pengambilan data menggunakan kuesioner. Kemudian, data yang terkumpul diolah menggunakan Partial Least Square. Hasil penelitian menunjukkan bahwa bahwa budaya perusahaan berpengaruh positif dan signifikan terhadap citra perusahaan, serta budaya perusahaan dan penerapan kualitas layanan berpengaruh positif dan signifikan terhadap citra perusahaan. Melalui penelitian ini, diharapkan agar koordiasi antar karyawan perusahaan dapat dilakukan lebih baik, Karyawan dapat lebih cermat dalam bekerja, serta lebih mengutamakan pelanggan","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"118 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115087191","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2619
C. Natalia, C. Oktavia, W. Makatita, Ferdian Suprata
Currently, the resilience of the company is not separated from the strength supply chain network. Without this network, so the business process will not run well. But the strong supply chain network became vulnerable to risk. It caused by complexity and a highly dependent supply chain network. These risks need to minimize. The method that can be used to minimize risk with integrating the house of risk method and Analytical Network Process. The purpose of these integration methods to identification and recognized interrelationships between risk agent’s mitigation strategies, so the effect of event risk can be reduced. And then, by looking strategies can reducing costs incurred by the company and efficiency of risk agent’s mitigation strategy. Based on the results of House of Risk stage 1, there are 25 causes of risk that need to mitigate. The risk mitigation strategies that obtained to minimize the causes of risk, are then processed by the Analytical Networking Process (ANP) method. Based on the results of the Analytical Networking Process (ANP) method, there are two risk mitigation strategies. House of Risk stage 2 has applied to measure the efficiency and the level of difficulty of these two risk mitigation strategies. The results showed that the best mitigation strategies are conducting training and measuring company’s performance.
目前，公司的弹性还没有脱离供应链网络的实力。如果没有这个网络，那么业务流程将不能很好地运行。但是，强大的供应链网络变得容易受到风险的影响。这是由复杂性和高度依赖的供应链网络造成的。这些风险需要最小化。将风险屋法与分析网络过程相结合，实现风险最小化的方法。这些集成方法的目的是识别和识别风险主体的缓解策略之间的相互关系，从而降低事件风险的影响。然后，通过寻找策略可以降低公司的成本和风险代理人的缓解策略的效率。基于House of Risk阶段1的结果，有25个风险原因需要减轻。然后，通过分析网络过程(ANP)方法处理为最小化风险原因而获得的风险缓解策略。基于分析网络过程(ANP)方法的结果，有两种风险缓解策略。风险之家阶段2用于衡量这两种风险缓解策略的效率和难度。结果表明，最好的缓解策略是开展培训和衡量公司绩效。
{"title":"INTEGRASI MODEL HOUSE OF RISK DAN ANALYTICAL NETWORKING PROCESS (ANP) UNTUK MITIGASI RISIKO SUPPLY CHAIN","authors":"C. Natalia, C. Oktavia, W. Makatita, Ferdian Suprata","doi":"10.25170/METRIS.V22I01.2619","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2619","url":null,"abstract":"Currently, the resilience of the company is not separated from the strength supply chain network. Without this network, so the business process will not run well. But the strong supply chain network became vulnerable to risk. It caused by complexity and a highly dependent supply chain network. These risks need to minimize. The method that can be used to minimize risk with integrating the house of risk method and Analytical Network Process. The purpose of these integration methods to identification and recognized interrelationships between risk agent’s mitigation strategies, so the effect of event risk can be reduced. And then, by looking strategies can reducing costs incurred by the company and efficiency of risk agent’s mitigation strategy. Based on the results of House of Risk stage 1, there are 25 causes of risk that need to mitigate. The risk mitigation strategies that obtained to minimize the causes of risk, are then processed by the Analytical Networking Process (ANP) method. Based on the results of the Analytical Networking Process (ANP) method, there are two risk mitigation strategies. House of Risk stage 2 has applied to measure the efficiency and the level of difficulty of these two risk mitigation strategies. The results showed that the best mitigation strategies are conducting training and measuring company’s performance.","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128463258","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2565
Warastra Nur Annisa
Shallot (Allium ascalonicum L.) is a horticultural commodity that has high economic value. The problems that occur in shallot commodities are easily damaged and rotten, easily experiencing shrinkage of scales, and fluctuating prices. Therefore, this study is aimed to identifying the shallot supply chain model and its risks, and then determining the appropriate mitigation for priority risks. The research method was carried out by purposive sampling and snowball sampling through in-depth interviews with the risk owner. Risk analysis is carried out using the ISO 31000:2009 standard and the risk priority is to determine by the value of the Risk Priority Number (RPN). The results showed that the shallot supply chain contained 19 models consisting of 6 tiers. The identified risks include 32 risks with 10 risks at avoid risk level, 2 risks at the transfer risk level, 17 risks at the level of managing risk, and 3 risks at the appetite risk level. Mitigation is carried out, namely at the farmer tier adding fumigation and blower in the warehouse, installing insect traps, applying advanced and simultaneous planting patterns, watering the plants before sunrise, spraying with fungicides and insecticides. In the slashing tier, you could pay onion to the farmer with a down payment and look for price information. In the tier of collectors, they applied advance payments, making sales records, and payment systems for fixed debts. At the tier sales, namely making records of sales, the system of payment of accounts payable for regular customers, and seeking information to the area available onion.
{"title":"Mitigasi Risiko Pada Rantai Pasok Bawang Merah (Allium ascalonicum L.) di Kabupaten Bantul, Daerah Istimewa Yogyakarta","authors":"Warastra Nur Annisa","doi":"10.25170/METRIS.V22I01.2565","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2565","url":null,"abstract":"Shallot (Allium ascalonicum L.) is a horticultural commodity that has high economic value. The problems that occur in shallot commodities are easily damaged and rotten, easily experiencing shrinkage of scales, and fluctuating prices. Therefore, this study is aimed to identifying the shallot supply chain model and its risks, and then determining the appropriate mitigation for priority risks. The research method was carried out by purposive sampling and snowball sampling through in-depth interviews with the risk owner. Risk analysis is carried out using the ISO 31000:2009 standard and the risk priority is to determine by the value of the Risk Priority Number (RPN). The results showed that the shallot supply chain contained 19 models consisting of 6 tiers. The identified risks include 32 risks with 10 risks at avoid risk level, 2 risks at the transfer risk level, 17 risks at the level of managing risk, and 3 risks at the appetite risk level. Mitigation is carried out, namely at the farmer tier adding fumigation and blower in the warehouse, installing insect traps, applying advanced and simultaneous planting patterns, watering the plants before sunrise, spraying with fungicides and insecticides. In the slashing tier, you could pay onion to the farmer with a down payment and look for price information. In the tier of collectors, they applied advance payments, making sales records, and payment systems for fixed debts. At the tier sales, namely making records of sales, the system of payment of accounts payable for regular customers, and seeking information to the area available onion.","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128573474","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2664
D. R. Putra, Y. Prasetyawati
The growth of coffee consumption in the community has a negative impact on the increase in the amount of plastic waste from coffee drinks. This condition is the focus of Starbuck's attention to produce green product reusable Color changing cups. Therefore, this study aims to determine the factors that influence buying interest in green product reusable color changing cups. The research method used is survey and the data analysis technique used is path analysis. Primary data was obtained through a questionnaire distributed to 80 respondents who are Instagram followers @starbucksindonesia who use reusable color changing cups at the Sahid Sudirman Center. The results showed that Green Product had a positive effect on repurchase intention through green advertising. This research also shows that the innovation of reusable color changing cups as a green product launched by Starbucks, was received positively and in accordance with the needs of people who have started to care about environmentally friendly products. Starbucks consumers will reuse reusable color changing cups as containers or glasses when purchasing drinks.
{"title":"Faktor-faktor yang Mempengaruhi Minat Beli Ulang Green Product Starbucks","authors":"D. R. Putra, Y. Prasetyawati","doi":"10.25170/METRIS.V22I01.2664","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2664","url":null,"abstract":"The growth of coffee consumption in the community has a negative impact on the increase in the amount of plastic waste from coffee drinks. This condition is the focus of Starbuck's attention to produce green product reusable Color changing cups. Therefore, this study aims to determine the factors that influence buying interest in green product reusable color changing cups. The research method used is survey and the data analysis technique used is path analysis. Primary data was obtained through a questionnaire distributed to 80 respondents who are Instagram followers @starbucksindonesia who use reusable color changing cups at the Sahid Sudirman Center. The results showed that Green Product had a positive effect on repurchase intention through green advertising. This research also shows that the innovation of reusable color changing cups as a green product launched by Starbucks, was received positively and in accordance with the needs of people who have started to care about environmentally friendly products. Starbucks consumers will reuse reusable color changing cups as containers or glasses when purchasing drinks. \u0000 ","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133997531","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2670
M. Taruna
This study aimed to determine the workload of the workers to be used for incentive plan in the Quality Control Division, Company X. Studying work characteristics, a work sampling technique was used. Two workers from this QC division were participated in the study. A number of 440 observation were taken from each Worker 1 and Worker 2. Results showed that the percentages of productive time are 93.62% for Worker 1 and 91.81% for Worker 2. Meanwhile for workload resulted 151% and 138% for Worker 1 and Worker 2 (classified as overload for both workers). This study recommended the company to add one more worker to help in this workstation to reduce the workload of these two workers
{"title":"Evaluasi Beban Kerja Pekerja Divisi Quality Control PT. X dengan Metode Work Sampling","authors":"M. Taruna","doi":"10.25170/METRIS.V22I01.2670","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2670","url":null,"abstract":"This study aimed to determine the workload of the workers to be used for incentive plan in the Quality Control Division, Company X. Studying work characteristics, a work sampling technique was used. Two workers from this QC division were participated in the study. A number of 440 observation were taken from each Worker 1 and Worker 2. Results showed that the percentages of productive time are 93.62% for Worker 1 and 91.81% for Worker 2. Meanwhile for workload resulted 151% and 138% for Worker 1 and Worker 2 (classified as overload for both workers). This study recommended the company to add one more worker to help in this workstation to reduce the workload of these two workers","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130884622","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.25170/METRIS.V22I01.2667
Nurul Hidayat
This research was conducted on micro, small and medium enterprises (MSMEs) in Tarakan City. To improve service innovation, micro, small and medium enterprises (MSMEs) in Tarakan City need knowledge sharing and absorption activities. This research was conducted on 150 workers in small, micro, and medium enterprises (MSMEs) in Tarakan City. Data collection was carried out using a survey method with a questionnaire. Survey responses submitted by respondents in this study indicate that knowledge sharing and absorptive capacity activities positively affect service innovation performance in micro, small and medium enterprises (MSMEs) in Tarakan City.
{"title":"The Effect of Knowledge Sharing and Absorptive Capacity on Service Innovation Performance: A Study of Micro, Small and Medium Enterprises in Tarakan City","authors":"Nurul Hidayat","doi":"10.25170/METRIS.V22I01.2667","DOIUrl":"https://doi.org/10.25170/METRIS.V22I01.2667","url":null,"abstract":"This research was conducted on micro, small and medium enterprises (MSMEs) in Tarakan City. To improve service innovation, micro, small and medium enterprises (MSMEs) in Tarakan City need knowledge sharing and absorption activities. This research was conducted on 150 workers in small, micro, and medium enterprises (MSMEs) in Tarakan City. Data collection was carried out using a survey method with a questionnaire. Survey responses submitted by respondents in this study indicate that knowledge sharing and absorptive capacity activities positively affect service innovation performance in micro, small and medium enterprises (MSMEs) in Tarakan City. \u0000 ","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126640896","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-12-01DOI: 10.25170/metris.v21i02.2492
Merlin Dyah Wati, Yugowati Praharsi, Devina Puspita Sari
Freight forwarding is a logistics company which provide land delivery services rely heavily on trucking vendors. The available trucking vendors may not fulfill the company's expectations. Therefore the research was conducted to analyze the performance, selection process, management and development of 26 trucking vendors. The research began with the formation of a Critical Success Factor (CSF) and its development, namely a Key Performance Indicator (KPI) in accordance with company objectives. Then the CSF and KPI was weighted through the Analytic Hierarchy Process (AHP) method, determined the optimal performance value of each KPI, measured the performance of each vendor through the scoring method, analyzed the performance of the trucking vendor that was not optimal through Root Cause Analysis (RCA) by looking for the cause based on fishbone diagrams and FMEA tables, as well as providing suggestions regarding the management and development of trucking vendors. The results of the study were 11 CSFs and 28 KPIs that were formed. Based on the selection process conducted on 26 trucking vendors, there are 3 excellent vendors, 4 very good vendors, 11 good vendors, 3 matching vendors, and 5 unsatisfactory vendors. Furthermore, researcher conducted root cause analysis (RCA) of vendor representatives “matching” and “unsatisfactory” categories with fishbone diagrams and FMEA tables. Where the 5 highest RPN values from the FMEA table were given suggestions for improvement. Meanwhile, the excellent, very good, and good vendor categories are developed through strategic plans for the future.
{"title":"Analisis Kinerja, Seleksi dan Pengembangan Vendor Trucking di Perusahaan Logistik","authors":"Merlin Dyah Wati, Yugowati Praharsi, Devina Puspita Sari","doi":"10.25170/metris.v21i02.2492","DOIUrl":"https://doi.org/10.25170/metris.v21i02.2492","url":null,"abstract":"Freight forwarding is a logistics company which provide land delivery services rely heavily on trucking vendors. The available trucking vendors may not fulfill the company's expectations. Therefore the research was conducted to analyze the performance, selection process, management and development of 26 trucking vendors. The research began with the formation of a Critical Success Factor (CSF) and its development, namely a Key Performance Indicator (KPI) in accordance with company objectives. Then the CSF and KPI was weighted through the Analytic Hierarchy Process (AHP) method, determined the optimal performance value of each KPI, measured the performance of each vendor through the scoring method, analyzed the performance of the trucking vendor that was not optimal through Root Cause Analysis (RCA) by looking for the cause based on fishbone diagrams and FMEA tables, as well as providing suggestions regarding the management and development of trucking vendors. The results of the study were 11 CSFs and 28 KPIs that were formed. Based on the selection process conducted on 26 trucking vendors, there are 3 excellent vendors, 4 very good vendors, 11 good vendors, 3 matching vendors, and 5 unsatisfactory vendors. Furthermore, researcher conducted root cause analysis (RCA) of vendor representatives “matching” and “unsatisfactory” categories with fishbone diagrams and FMEA tables. Where the 5 highest RPN values from the FMEA table were given suggestions for improvement. Meanwhile, the excellent, very good, and good vendor categories are developed through strategic plans for the future.","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"52 1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123519560","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-12-01DOI: 10.25170/metris.v21i02.2493
Rikko Howin, Wibawa Prasetya
The bank is an institution that usually keeps people's money and redistributes it, as well as providing other services. The quality of service at the bank is important in order to compete well in the banking industry. This study aims to determine customer satisfaction, priority improvements needed to increase customer satisfaction. The data processing of this research begins with the validity and reliability test of the questionnaire, then continues with data processing using the SERVQUAL, IPA, and PGCV methods. In the SERVQUAL method there are a total of 22 attributes, for the tangible dimension it has 9 attributes, then the reliability dimension has 2 attributes, Furthermore, the responsiveness dimension has 4 attributes, the assurance dimension has 3 attributes, and finally the empathy dimension has 4 attributes. The result of Service Quality data processing, as a whole has a gap minus value. The results are then processed by the IPA method and the results show that six attributes are in the first quadrant (priority recovery), three attributes are in the second quadrant, one attribute is in the third quadrant, twelve attributes are in the fourth quadrant. The results of data processing using the IPA method, then continued with data processing using the PGCV method, and the results show that there are six attributes listed in the order of priority, with the highest PGCV score statement, namely the item "tellers and customers". Service has a sufficient number. Then followed by adding some divider walls, equity in bank services, in customer services speed, improvement at queue information, adding some chairs. So, to increase and maintain the bank service quality, the problems must be fixed immediately based on the priority rank results like adding some divider wall, increase the number of teller and customer service, adding some chair, improving equity in bank services, improving the customer service speed in serving customers
{"title":"Penerapan Metode IPA dan PGCV untuk Menganalisis Kualitas Layanan PT. Bank X berdasarkan Dimensi Servqual","authors":"Rikko Howin, Wibawa Prasetya","doi":"10.25170/metris.v21i02.2493","DOIUrl":"https://doi.org/10.25170/metris.v21i02.2493","url":null,"abstract":"The bank is an institution that usually keeps people's money and redistributes it, as well as providing other services. The quality of service at the bank is important in order to compete well in the banking industry. This study aims to determine customer satisfaction, priority improvements needed to increase customer satisfaction. The data processing of this research begins with the validity and reliability test of the questionnaire, then continues with data processing using the SERVQUAL, IPA, and PGCV methods. In the SERVQUAL method there are a total of 22 attributes, for the tangible dimension it has 9 attributes, then the reliability dimension has 2 attributes, Furthermore, the responsiveness dimension has 4 attributes, the assurance dimension has 3 attributes, and finally the empathy dimension has 4 attributes. The result of Service Quality data processing, as a whole has a gap minus value. The results are then processed by the IPA method and the results show that six attributes are in the first quadrant (priority recovery), three attributes are in the second quadrant, one attribute is in the third quadrant, twelve attributes are in the fourth quadrant. The results of data processing using the IPA method, then continued with data processing using the PGCV method, and the results show that there are six attributes listed in the order of priority, with the highest PGCV score statement, namely the item \"tellers and customers\". Service has a sufficient number. Then followed by adding some divider walls, equity in bank services, in customer services speed, improvement at queue information, adding some chairs. So, to increase and maintain the bank service quality, the problems must be fixed immediately based on the priority rank results like adding some divider wall, increase the number of teller and customer service, adding some chair, improving equity in bank services, improving the customer service speed in serving customers","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"312 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122092955","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-12-01DOI: 10.25170/metris.v21i02.2498
Marsellinus Bachtiar V, Cassidy
Smartphones are one of the must-have devices for modern society today. With the high demand for smartphones lately, many companies are competing to produce smartphones that suit consumer needs. Indonesia is one of the developing countries where the growth rate of smartphone use can still increase so that many smartphone manufacturers sell their products to Indonesia. From this phenomenon, researchers want to know the level of satisfaction of users of one of the leading smartphone brands in Indonesia and even in the world, namely Samsung. The purpose of this study is to determine what factors are considered good by customers and the company must maintain these services and what things are deemed not good and need to be improved again. This study uses the IPA method to determine the level of conformity between company services and customer expectations and the Kano model used to determine which services are included in the performance, basic, or delighter categories. From the results of these two methods can be integrated using the IPA-Kano integration table. Some things that still need to be improved from Samsung smartphones according to users who have filled out this questionnaire include good quality materials at a good selling price, attractive and modern product designs, product quality has a good price level, sufficient camera quality for purposes daily needs, and bonuses that make consumers satisfied.
{"title":"Analisis Kepuasan Pelayanan dan Faktor yang Mempengaruhi Keputusan Pelanggan untuk Memilih Smartphone Samsung di Jabodetabek Menggunakan Metode IPA dan Model Kano","authors":"Marsellinus Bachtiar V, Cassidy","doi":"10.25170/metris.v21i02.2498","DOIUrl":"https://doi.org/10.25170/metris.v21i02.2498","url":null,"abstract":"Smartphones are one of the must-have devices for modern society today. With the high demand for smartphones lately, many companies are competing to produce smartphones that suit consumer needs. Indonesia is one of the developing countries where the growth rate of smartphone use can still increase so that many smartphone manufacturers sell their products to Indonesia. From this phenomenon, researchers want to know the level of satisfaction of users of one of the leading smartphone brands in Indonesia and even in the world, namely Samsung. The purpose of this study is to determine what factors are considered good by customers and the company must maintain these services and what things are deemed not good and need to be improved again. This study uses the IPA method to determine the level of conformity between company services and customer expectations and the Kano model used to determine which services are included in the performance, basic, or delighter categories. From the results of these two methods can be integrated using the IPA-Kano integration table. Some things that still need to be improved from Samsung smartphones according to users who have filled out this questionnaire include good quality materials at a good selling price, attractive and modern product designs, product quality has a good price level, sufficient camera quality for purposes daily needs, and bonuses that make consumers satisfied.","PeriodicalId":402087,"journal":{"name":"Jurnal METRIS","volume":"68 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126786484","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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