Article Per Year (5 Year)
p-Index From 2019 - 2024
0
P-Index
This Author published in this journals
All Journal Indonesian Journal of Statistics and Its Applications
Hilda Zaikarina
Department of Statistics, Bogor Agricultural University (IPB)
Computer Science & IT Mathematics Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
EVALUASI KEPUASAN PENGGUNA JASA LABORATORIUM KIMIA PT KRAKATAU STEEL (PERSERO) TBK TAHUN 2012-2013 Hilda Zaikarina; . Erfiani; I Made Sumertajaya
Indonesian Journal of Statistics and Applications Vol 1 No 1 (2017)
Publisher : Departemen Statistika, IPB University dengan Forum Perguruan Tinggi Statistika (FORSTAT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/ijsa.v1i1.50

Abstract

One of the services contained in PT Krakatau Steel (Persero) Tbk is the chemical composition analysis services in the chemistry lab. Management system that will create a well-managed laboratoryperformance is optimal. Manage standard chemistry laboratory is SNI ISO/IEC 17025. Discussed in this standard laboratory management such as through customer feedback. Laboratory customers selected through stratified random sampling with customer categories as strata, like suppliers, derived from plant and internal processes are not routine. In the research lab result that the customer will be satisfied, including services rendered for Customer Satisfaction Index (CSI) is greater than 70% with the overall characteristics of the respondents subscription in the laboratory was 11.6 years. Overall the indicators included in the priority importance performance analysis (IPA) and has a value kesenjangan beyond the maximum tolerance through kesenjangan analysis approach is the completeness of laboratory equipment (F) and speed of service (K). Keywords : customer satisfaction index (CSI), gap analysis, importance performance analysis (IPA)
Co-Authors Erfiani Erfiani I Made Sumertajaya