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Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality Mardhiana, Hawwin
INTEGER: Journal of Information Technology Vol 4, No 2: September 2019
Publisher : Fakultas Teknologi Informasi Institut Teknologi Adhi Tama Surabaya

Customer satisfaction in organizations is one of the critical succes factors for developing organizations. Â To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

Pengaruh Budaya Organisasi Terhadap Kualitas Informasi Berdampak pada Individu Organisasi ASFARI, ULLY; MARDHIANA, HAWWIN; DERI, SUBA
MIND Journal Vol 4, No 1 (2019): MIND Journal
Publisher : Institut Teknologi Nasional Bandung

Budaya organisasi mempunyai peran terhadap kualitas sebuah informasi. Tidaksedikit organisasi yang menganut budaya tradisional (bapakisme) dalam operasionalkesehariannya. Bapakisme adalah istilah budaya tradisional yang didominasi olehkekuasaan pimpinan. Hal ini menjadi menarik saat sebuah budaya mampumembentuk pola kerja suatu organisasi. Pada penelitian ini menunjukan bahwabudaya bapakisme berpengaruh terhadap dampak individual suatu organisasi.Metode penelitian yang dilakukan secara kualitatif dan kuantitatif. Hal ini dilakukanuntuk mengetahui dampak budaya bapakisme di Indonesia khususnya di organisasiyang dekat dengan masyarakat. Posyandu didirikan tahun 1984 menjadi objekpendukung penelitian karena merupakan organisasi yang masih aktif hingga saat ini.Posyandu dianggap mengalami perpindahan antara budaya tradisional dan modern.Penelitian ini berkontribusi dalam menjelaskan faktor apa saja yang berpengaruh daribudaya bapakisme terhadap dampak individu di organisasi. Hasil dari penelitian iniadalah budaya bapakisme, kualitas informasi, kualitas sistem, kepuasan penggunamempunyai pengaruh terhadap dampak individual.

3D Virtual prototyping dalam Perbaikan Desain Fasilitas Tempat Kerja: Studi Kasus CV. XYZ Muttaqin, Benazir Imam Arif; Asfari, Ully; Mardhiana, Hawwin; Shamaradewa, Shanggabuana Adhitya; Dawangga, Gagas Putra
Jurnal IPTEK Vol 25, No 1 (2021)
Publisher : LPPM Institut Teknologi Adhi Tama Surabaya (ITATS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.iptek.2021.v25i1.1164

Seperti yang kita ketahui, tata letak fasilitas merupakan hal yang sangat penting karena berpengaruh terhadap produktivitas kerja. Di industri manufaktur, perancangan dan optimasi tata letak fasilitas umumnya dilakukan dengan pendekatan facility layout planning berdasarkan kriteria ongkos material handling. Pendekatan tersebut memiliki beberapa kelemahan, salah satunya adalah bias terkait jarak dan kurang mempertimbangkan faktor lain seperti faktor psikologis dan perspektif dari pengguna/operator. Virtual reality (VR) dan 3D Virtual prototyping adalah salah satu pendekatan terkini yang dimanfaatkan dalam perancangan dan optimasi tata letak fasilitas. Penelitian ini adalah tahap awal dari pengembangan prosedur perancangan tempat kerja secara virtual dengan mengintegrasikan pendekatan facility layout planning dan simulasi VR. Penelitian ini menggunakan data empirik yang diperoleh dari studi kasus pada salah satu perusahaan manufaktur yang bergerak di bidang usaha konveksi. Hasil dari penelitian ini berupa 3D Virtual prototyping dari rancangan tata letak fasilitas yang nantinya akan dievaluasi menggunakan simulasi VR.

Implementation of Quality Function Deployment (QFD) for Decision Making in Improving Integrated Academic Information System Hawwin Mardhiana; Dina Rachmawati; Familia Dwi Winati; Achmad Zaki Yamani
INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi Vol 6 No 1 (2022): February 2022
Publisher : Universitas Nusantara PGRI Kediri

Academic Information System is a tool to support academic activities in implementing education in institutions effectively and efficiently. Institut Teknologi Telkom Surabaya is an institution that already has an integrated academic information system called I-Gracias. I-Gracias uses a single-user system for all applications. Most users of I-Gracias are students, so student satisfaction with integrated academic information system services can be used as benchmarks in determining I-Gracias improvement plans. One method used for the I-Gracias improvement process is the Quality Function Deployment (QFD) method. This method determines the student's desire for I-Gracias using the House of Quality (HOQ) matrix. The result of this research is that the QFD method can prioritize technical responses to the main obstacles for students in using I-Gracias by correlating Voice of Consumer (VOC) and technical response. The highest priority for technical response is coordinating with other units with a technical importance rating of 620.9 and a relative weight value of 21%. Next is to update the module regularly, socialize i-Gracias, meet management targets, receive criticism and suggestions, carry out regular checks and recruit HR if needed as a sequence of improvements to i-Gracias.

Implementation of Importance-Performance Analysis on Integrated Information System Institut Teknologi Telkom Purwokerto Dina Rachmawaty; Achmad Zaki Yamani; Famila Dwi Winati; Hawwin Mardhiana
Jurnal Ilmiah Teknik Industri Vol. 20, No. 2, December 2021
Publisher : Department of Industrial Engineering Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v20i2.15600

Improving information systems is essential to increase user satisfaction which then has a positive impact on the institution. This study aims to measure the importance and performance of website service quality attributes on the i-Gracias ITTP using Importance Performance Analysis. This study integrate e-ServQual and WebQual to measure the level of student satisfaction with i-Gracias as a web-based information system service comprehensively. Generally, the satisfaction score shows that the performance of quality attributes does not meet the expectations of students as users. Of the 30 quality attributes measured, there is one attribute in quadrant I, 12 in quadrant II, 13 in quadrant III, and 3 in quadrant IV. The attributes that describe the fundamental functions of i-Gracias as an online service system are efficiency, security, fulfillment, information quality, and accessibility. The next priority for improvement for i-Gracias is efficiency improvement and process simplification.

3D Virtual prototyping dalam Perbaikan Desain Fasilitas Tempat Kerja: Studi Kasus CV. XYZ Benazir Imam Arif Muttaqin; Ully Asfari; Hawwin Mardhiana; Shanggabuana Adhitya Shamaradewa; Gagas Putra Dawangga
Jurnal IPTEK Vol 25, No 1 (2021)
Publisher : LPPM Institut Teknologi Adhi Tama Surabaya (ITATS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.iptek.2021.v25i1.1164

Seperti yang kita ketahui, tata letak fasilitas merupakan hal yang sangat penting karena berpengaruh terhadap produktivitas kerja. Di industri manufaktur, perancangan dan optimasi tata letak fasilitas umumnya dilakukan dengan pendekatan facility layout planning berdasarkan kriteria ongkos material handling. Pendekatan tersebut memiliki beberapa kelemahan, salah satunya adalah bias terkait jarak dan kurang mempertimbangkan faktor lain seperti faktor psikologis dan perspektif dari pengguna/operator. Virtual reality (VR) dan 3D Virtual prototyping adalah salah satu pendekatan terkini yang dimanfaatkan dalam perancangan dan optimasi tata letak fasilitas. Penelitian ini adalah tahap awal dari pengembangan prosedur perancangan tempat kerja secara virtual dengan mengintegrasikan pendekatan facility layout planning dan simulasi VR. Penelitian ini menggunakan data empirik yang diperoleh dari studi kasus pada salah satu perusahaan manufaktur yang bergerak di bidang usaha konveksi. Hasil dari penelitian ini berupa 3D Virtual prototyping dari rancangan tata letak fasilitas yang nantinya akan dievaluasi menggunakan simulasi VR.

USABILITY TESTING OF THE ONLINE PLATFORM FOR SELLING FOODSTUFFS IN INDONESIA Rizqa Amelia Zunaidi; Adek Dhea Resmi Purbantari; Hawwin Mardhiana
Journal of Industrial Engineering Management Vol 6, No 3 (2021): Journal of Industrial Engineering Management Vol. 6 No. 3
Publisher : Center for Study and Journal Management FTI UMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33536/jiem.v6i3.948

Seiring dengan peningkatan jumlah pengguna internet di Indonesia, transaksi jual beli produk secara daring turut meningkat, termasuk salah satunya melalui e-commerce . Saat ini, kegiatan jual beli daring juga sudah mencakup banyak produk, salah satunya bahan pangan mentah, seperti sayur mayur, buah, bahan pokok, dan lain sebagainya. Pandemi juga menjadi salah satu alasan masyarakat tidak berbelanja bahan pangan mentah secara luring di pasar. Berbagai macam platform atau e-commerce turut mendukung jual beli bahan pangan mentah secara daring, baik berbasis laman situs maupun aplikasi ponsel.Usabilitas laman situs maupun aplikasi ponsel merupakan faktor penting untuk mendukung kualitas layanan jual beli daring. Oleh sebab itu, diperlukan penelitian mengenai usabilitas platform aplikasi jual beli bahan pangan mentah. Penelitian ini mengukur gap antara harapan dan realitas yang dirasakan oleh responden menggunakan enam dimensi kualitas situs atau aplikasi, yaitu Web Appearance, Entertainment, Informational Fit-To-Task, Transaction Capability, Response Time, Trust, serta satu dimensi tambahan, yakni Government Policy yang diperlukan dalam sebuah situs atau aplikasi. Dari penelitian ini didapatkan hasil bahwa dari ketujuh dimensi, terdapat enam dimensi yang menunjukkan gap signifikan antara harapan dan realita yang dirasakan oleh responden, dengan gap terbesar ditunjukkan oleh dimensi Government Policy, Web Appearance, dan Informational Fit-To-Task.

Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality Hawwin Mardhiana
INTEGER: Journal of Information Technology Vol 4, No 2: September 2019
Publisher : Fakultas Teknologi Informasi Institut Teknologi Adhi Tama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.integer.2019.v4i2.692

Customer satisfaction in organizations is one of the critical succes factors for developing organizations. To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

Comparison study of transfer function and artificial neural network for cash flow analysis at Bank Rakyat Indonesia Anifatul Faricha; Siti Maghfirotul Ulyah; Rika Susanti; Hawwin Mardhiana; Muhammad Achirul Nanda; Ilma Amira Rahmayanti; Christopher Andreas
International Journal of Electrical and Computer Engineering (IJECE) Vol 12, No 6: December 2022
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijece.v12i6.pp6635-6644

The cash flow analysis is essential to examine the economic flows in the financial system. In this paper, the financial dataset at Bank Rakyat Indonesia was used, it recorded the sources of cash inflow and outflow during a particular period. The univariate time series model like the autoregressive and integrated moving average is the common approach to build the prediction based on the historical dataset. However, it is not suitable to estimate the multivariate dataset and to predict the extreme cases consisting of nonlinear pairs between independent-dependent variables. In this study, the comparison of using two types of models i.e., transfer function and artificial neural network (ANN) were investigated. The transfer function model includes the coefficient of moving average (MA) and autoregressive (AR), which allows the multivariate analysis. Furthermore, the artificial neural network allows the learning paradigm to achieve optimal prediction. The financial dataset was divided into training (70%) and testing (30%) for two types of models. According to the result, the artificial neural network model provided better prediction with achieved root mean square error (RMSE) of 0.264897 and 0.2951116 for training and testing respectively.

Usability Testing on ITTS MART Prototype Rizqa Amelia Zunaidi; Adek Dhea Resmi Purbantari; Fidelia Adinda Syafani; Hawwin Mardhiana; Ahmad Ihsan Fuady
Sistemasi: Jurnal Sistem Informasi Vol 12, No 1 (2023): Sistemasi: Jurnal Sistem Informasi
Publisher : Program Studi Sistem Informasi Fakultas Teknik dan Ilmu Komputer

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32520/stmsi.v12i1.2389

Information technology is currently growing very rapidly so that it can provide convenience to its users, one of which is the ease of accessing the internet, such as through cell phones. The rapid increase in internet users, especially through mobile phones, is caused by the hectic number of social media applications as virtual friendship applications. Apart from being a virtual friendship application, another benefit of social media is as a promotional media, one of which is the promotion of online shopping applications, so that the number of online shopping transactions in Indonesia also increases. Hydroponic and aquaponic activities at the Telkom Institute of Technology Surabaya are also developing and starting to enter the product harvest stage, so a platform is needed to sell these products. An online shopping platform was chosen, especially a mobile application, to sell ITTelkom Surabaya products so that consumers can shop anytime and anywhere. The online shopping application developed by ITtelkom Surabaya is called ITTS MART. Currently, ITTS MART is still in the prototype development stage and there is a need for usability testing using the WebQual Concept on the ITTS MART application. From the results of the study, it can be concluded that the six research variables, namely Trust, Informational Fit-To-Task, Web Appearance, Entertainment, Government Policy and Transaction Capability, show a significant difference between expectations and real experience or dissatisfaction when using the ITTS MART application. Only one variable that shows the value of the difference is not significant, namely Response Time, so it can be concluded that respondents are satisfied with the time to access the page on the ITTS MART application.Keywords: Usability, WebQual, Online Shopping, Application, Food Product.

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