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All Journal Letters in Information Technology Education (LITE) Journal of Industrial Engineering & Management Research (JIEMAR)
Muhammad Kholil
Program Studi Teknik Industri, Universitas Mercu Buana
Humanities Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering

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SERVICE QUALITY AND CUSTOMER SATISFACTION IN FURNITURE SECTOR INSTALLATION SERVICES Kartika, Hayu; Kholil, Muhammad; Setia Bakti, Candra
Journal of Industrial Engineering & Management Research Vol. 1 No. 2 (2020): Agustus 2020
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (662.613 KB) | DOI: 10.7777/jiemar.v1i2.44

Abstract

Abstract — This research was conducted to improve the quality of services based on customer satisfaction. There is a problem that occurs in this company is that there are still consumer complaints about the installation part services provided by this company which is around 14.6% of total sales. To reduce the percentage of complaints, it is necessary to have studies and analysis, improvements to the services provided by this company. The study uses the Service Quality (SERVQUAL) method, where the aim is to measure the level of service quality by customer expectations. The sampling technique uses non-probability sampling techniques with convenience methods. The results of this study of the twelve attributes analyzed two attributes that must be maintained the quality of service, namely B1 (Service quickly and precisely), C1 (Knowledge / Competence). And the ten attributes that must be improved and improved are the quality of services namely A1 (Timeliness of the process), A2 (Sympathetic attitude and collaboration), A3 (High service accuracy), B2 (Clarity of information), C2 (Courtesy compensation), D1 (Having understanding and knowledge of customers), D2 (Understanding customer requirements specifically), D3 (Having a comfortable operating time for customers), E1 (Equipment and equipment used (technology)), E2 (Employee appearance).
E-Learning and Its Role as a Learning Media in Education and Training Kholil, Muhammad; Sofyan, Herminarto; Surjono, Herman Dwi
Letters in Information Technology Education (LITE) Vol 3, No 2 (2020)
Publisher : Universitas Negeri Malang

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Abstract

This study examines the use of e-learning as a learning media in Education and Training. The role of e-learning in learning can bridge the gap between teachers and students in different spaces and times. The method used in this study is a literature review with a narrative review approach. The study result revealed that e-learning as a learning media is effective to improve student learning achievement. In the training of the company, the use of e-learning can also improve the performance of employees. E-Learning that uses MOOC (Massive Open Online Course) provides benefits for learners in formal education and companies who want to develop their abilities and careers. It is important to emphasize aspects of content, users, and the latest technology to optimize the effectiveness of implementing e-learning.
Co-Authors Ade Arviani Nurul Gadissa, Ade Arviani Nurul Dwi Aji Santoso, Dwi Aji Euis Nina Saparina Yuliani, Euis Nina Saparina Haekal, Jakfat Hasbullah Hasbullah Herman Dwi Surjono Herminarto Sofyan Indrarespati, Rifaldy Joko Joko S., Joko Kartika, Hayu Lebinner Sinaga Nurato Nurato, Nurato Peggy Hariwan, Peggy Rudini Mulya, Rudini Setia Bakti, Candra Setianingrum, Ajeng Yeni Sonny Koeswara Tri Pambudi, Tri Zulfa Fitri Ikatrinasari