Kriswanto Widiawan
Faculty of Industrial Technology, Petra Christian University

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PEMETAAN PREFERENSI KONSUMEN SUPERMARKET DENGAN METODE KANO BERDASARKAN DIMENSI SERVQUAL Kriswanto Widiawan; Irianty Irianty
Jurnal Teknik Industri Vol. 6 No. 1 (2004): JUNE 2004
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (39.369 KB) | DOI: 10.9744/jti.6.1.pp. 37-46

Abstract

The management of supermarket usually has some assumptions about the customers' expectation. Sometimes these assumtions do not reflect the nature of customers' expectations. Because of this miss perception, the supermarket looses its profit and becomes inefficient. This research was carried out in order to find out the customers' expectation on facilities and services of the supermarkets according to the servqual dimensions. The outcomes will be mapped into Kano categorizations. The researcher asked the customer dan manager of four supermarkets to fill the prepared questionnaires. Based on the result of customers' questionnaires, tangible, reliability and assurance dimensions were categorized as one dimensional. While responsiveness and emphaty dimensions were categorized as indifferent. Based on the result of managers' questionnaires, all servqual dimensions were categorized as one dimensional. After comparing the results of customers' and managers' questionnaires, there are three of four supermarkets which are match each other. Abstract in Bahasa Indonesia : Manajemen supermarket pada umumnya memiliki asumsi-asumsi mengenai harapan konsumen yang belum tentu sama dengan harapan konsumen sesungguhnya. Akibat ketidaktahuan informasi penting tersebut, tidak sedikit supermarket yang mengalami kerugian atau kinerjanya tidak efisien. Tujuan penelitian ini adalah mengetahui harapan konsumen tentang fasilitas dan layanan supermarket menurut dimensi servqual yang dipetakan ke dalam kategori Kano. Penelitian dilakukan terhadap konsumen dan manajer dengan cara memberikan kuesioner. Menurut responden konsumen supermarket, dimensi servqual yang tergolong kategori one dimensional adalah tangible, reliability dan assurance. Sedangkan dimensi responsiveness dan emphaty termasuk kategori indifferent. Sementara itu, responden manajer supermarket berpendapat semua dimensi servqual termasuk kategori one dimensional. Dari empat supermarket yang diteliti, diketahui ada tiga supermarket yang cocok persepsinya antara manajer dengan konsumennya. Kata kunci: Dimensi servqual, metode Kano, kepuasan konsumen.
PERBANDINGAN TINGKAT KEPENTINGAN VARIABEL LAYANAN PADA JASA YANG BERSIFAT REKREATIF Kriswanto Widiawan; Marta Susiani
Jurnal Teknik Industri Vol. 6 No. 2 (2004): DECEMBER 2004
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (76.96 KB) | DOI: 10.9744/jti.6.2.pp. 100-110

Abstract

Surveying the differences of importance level of service variables is a must for service providers. The ten service variables are tangible, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, and understanding the customer. The categories of service providers to be compared are recreative (represented by supermarket and restaurant) and non recreative (represented by hospital and education/university) characteristics. The result shows there are no differences among recreative and non recreative service providers. But there are some differences among each service providers, because of unique characteristics of each service provider. Abstract in Bahasa Indonesia : Diduga ada perbedaan tingkat kepentingan variabel layanan pada jasa yang bersifat rekreatif (supermarket, restoran) dan non rekreatif (rumah sakit, pendidikan/perguruan tinggi). Penelitian ini bertujuan membandingkan tingkat kepentingan variabel-variabel layanan pada bidang-bidang jasa tersebut. Dalam penelitian ini terdapat sepuluh variabel layanan yang akan disoroti, yaitu tangible, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, dan understanding the customer. Hasil perbandingan menunjukkan tidak ada beda tingkat kepentingan variabel layanan antara jasa rekreatif dan non rekreatif. Namun terdapat perbedaan tingkat kepentingan pada masing-masing jasa, karena adanya perbedaan karakteristik jasa. Kata kunci: Servqual, tingkat kepentingan.
INOVASI PROSES DI SUATU INDUSTRI SANDAL Tandy Ivanno Handoyo; Kriswanto Widiawan
Jurnal Teknik Industri Vol. 2 No. 2 (2000): DESEMBER 2000
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (55.845 KB) | DOI: 10.9744/jti.2.2.pp. 84-93

Abstract

The problem which will be discussed is assembly lines in the shop floor, especially in sewing department. This department used line process system, that arised problems such as process jam, delay, wasting time of workers and too much holding materials. This research introduced process innovation, i.e. forming work-groups among workers. There are two alternative ideas which will be assessed. First, work-groups by process. Second, work-groups by complete line. After choosing the best idea, then the process was followed up with line balancing method with COMSOAL (Computer Method of Sequencing for Assembly Lines). The result showed that the second idea (complete line work groups) is better than the first one. Efficiency improvement is 29.2 % compared by the efficiency before the application of line balancing. Abstract in Bahasa Indonesia : Masalah yang akan dibahas adalah proses kerja pada lantai produksi di bagian jahit yang memberlakukan line process system. Proses ini menimbulkan kemacetan, keterlambatan, arus bolak-balik antar pekerja dan penumpukan material yang mengganggu produktivitas. Pada penelitian ini akan dilakukan inovasi proses pada sistem alur kerja dengan cara membentuk kelompok kerja. Ada dua ide alternatif kelompok kerja yang akan diuji, yaitu pengelompokan berdasarkan proses dan pengelompokan berdasarkan line utuh. Setelah terpilih ide alternatif terbaik, dilakukan keseimbangan lintasan dengan metode COMSOAL (Computer Method of Sequencing for Assembly Lines). Hasil penelitian menunjukkan ide terbaik adalah pengelompokan dengan line utuh. Setelah dilakukan keseimbangan lintasan, diperoleh peningkatan efisiensi sebesar 29,2% dibandingkan kondisi sebelum diterapkan keseimbangan lintasan. Kata kunci: inovasi proses, keseimbangan lintasan.