Service Quality Analysis of Two of the Largest Retail Chains With Minimart Concept in Indonesia

Tannady, Hendy; Nurprihatin, Filscha; Hartono, Hendy

doi:10.3846/btp.2018.18

Cited by 20 publications

(10 citation statements)

References 17 publications

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“…Companies compare customer expectations with their performance. If the expectation level is greater than the the company's performance, it has not met satisfaction [33]. The output of the IPA analysis consists of indicators in the IPA matrix which are divided into four quadrants [34].…”

Section: Importance Performance Analysis (Ipa)mentioning

confidence: 99%

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Wijaya

Triandini

Kabnani

et al. 2021

regist. j. ilm. teknol. sist. inf.

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The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management.

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Section: Importance Performance Analysis (Ipa)mentioning

confidence: 99%

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Wijaya

Triandini

Kabnani

et al. 2021

regist. j. ilm. teknol. sist. inf.

View full text Add to dashboard Cite

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“…Future studies can also predict productivity based on the production function of Cobb-Douglas , and the level of risk of MSDs in ROSA. It is expected that there is high productivity that can answer the needs of consumers so they get a good title (Tannady, Nurprihatin and Hartono, 2018). Study of workload (Nurprihatin, Yulita and Caesaron, 2017;Lestari, Tannady and Nurprihatin, 2018) can also be done to reduce the level of waste (Tannady et al, 2019), and the workload of each worker.…”

Section: Resultsmentioning

confidence: 99%

Evaluation of Office Ergonomic Risk Using Rapid Office Strain Assessment (ROSA)

Jayadi

Jodiawan

Yamani³

et al. 2020

JIEMS

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Musculoskeletal Disorders (MSDs) caused by computer use have become the most common ergonomic risks. The risk experienced can be in the form of financial losses or even lives. Therefore, efforts are needed to prevent the occurrence of ergonomic risks so as not to cause large losses. The Rapid Office Strain Assessment (ROSA) has been designed to identify ergonomic risk factors and is reliable for the assessment of office workers' MSDs. This study evaluates the potential risk of ergonomics in female office workers because a previous study found that MSDs were more common in women. From the two workers observed, it was found that workers 1 and 2 received different scores on several assessment components. The different things are the length of the seat holder, armrests, spine brace, and keyboard. This difference is caused by body posture and different types of chairs. The length of the chair and the spinal brace is influenced by the different postures of the two workers. Worker 1 has a shorter upper leg length than worker 2, so she cannot use the backbone section of the chair. Although there are differences in scores on some components of the assessment, both workers have the same final ROSA score, which is 5. This indicates that further posture assessment needs to be done using tools other than ROSA to detect the specific cause of MSDs levels.

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“…Facility layout is the arrangement of each facility to perform a job such as producing products and providing services. Services are actions or performances that can be done by one party to another (Tannady, Nurprihatin and Hartono, 2018). Facility layout design, conceptualizes, designs, and realizes a system for making goods or services to optimize the relationship between operators, the flow of goods, information flow, and procedures needed to achieve business goals effectively, efficiently, economically, and safely (Apple, 1990).…”

Section: Facility Layoutmentioning

confidence: 99%

Proposed Office Facilities Layout in Low Voltage Electric Panel Manufacturer

Luin

2021

JIEMS

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<p>The electrical equipment industry in Indonesia is one of the factors that triggers economic growth. Labor productivity determines the success of project implementation. The non-optimal facility layout is one of the factors that triggers low labor productivity. The non-optimal facility layout affects the flow of information in the company. This study examines the problem of non-optimal office facility layout with TSP, ARC and ARD methods at PT. Duta Wijaya Elektrindo Engineering (PT. DWP). The method stated above can minimize the total distance traveled between office facilities so that work efficiency and workforce productivity may increase. The results of data processing indicate that the recommended office facility layout recommendations that are in accordance with the level of closeness between departments based on PST, ARC and ARD is the first recommendation. With reduced total distance traveled in the first layout of the proposed office facilities, the level of employee productivity and work efficiency will increase. The smallest total distance traveled on the proposed layout of the office facilities is 244.22 meters with a reduction of 36% from the initial conditions.</p>

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Service Quality Analysis of Two of the Largest Retail Chains With Minimart Concept in Indonesia

Cited by 20 publications

References 17 publications

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Evaluation of Office Ergonomic Risk Using Rapid Office Strain Assessment (ROSA)

Proposed Office Facilities Layout in Low Voltage Electric Panel Manufacturer

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