Sulayman, Billy Hartanto (2023) Pengukuran Dimensi E-service Quality & Webqual 4.0 Menggunakan Metode Kano Dan Importance Performance Analysis Dalam Implementasi Aplikasi Integrated Calibration Management System (ICMS) Pada Perusahaan XYZ. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini berfokus pada Perusahaan Kelapa Sawit di Indonesia. Dalam operasionalnya melakukan proses kalibrasi alat ukur parameter produksi yang berhubungan secara langsung terhadap kualitas produk. Dalam memastikan alat ukur yang digunakan dalam kondisi yang baik, perusahaan melalui bagian kalibrasi melakukan kalibrasi berkala. Dalam hal ini organisasi menerapan aplikasi Integrated Calibration Management System (ICMS). Aplikasi ICMS memfasilitasi proses kalibrasi seperti fungsi dokumentasi, penjadwalan, dan penghitungan hasil. Namun, setelah delapan tahun diimplementasikan, aplikasi tersebut terus menerima keluhan sehingga perlu dilakukan evaluasi dan perbaikan. Studi ini bertujuan untuk menganalisis kualitas penerapan ICMS dan mengusulkan solusi alternatif berdasarkan evaluasi kualitas. Penelitian ini menggunakan metode E-service quality (E-Servqual) dan WebQual untuk menentukan variabel serta menggunakan metode Importance Performance Analysis (IPA) dan KANO untuk mengidentifikasi atribut prioritas yang memerlukan perbaikan. Hasil analisa menunjukkan bahwa 19 dari 23 atribut perlu diperbaiki dan dipertahankan. 13 atribut perlu dipertahankan dan 6 atribut perlu ditingkatkan. Studi ini memberikan perhatian khusus pada atribut yang membutuhkan peningkatan atau pemeliharaan, area seperti Responsiveness (X2.2), Usability Quality (X3.2&X3.5), Service Interaction Quality (X5.2&X5.5), dan Privacy (X1.1) yang membutuhkan peningkatan dan Usability Quality (X3.1, X3.3, X3.6), Information Quality (X4.1, X4.2, X4.3, X4.4, X4.5, X4.6), Service Interaction Quality (X5.3, X5.7, X5.1), dan Privacy (X1.2) dalam mempertahankan kinerja yang baik.
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This research focuses on the Palm Oil Company (POC), operating in Indonesia's palm oil industry, and its implementation of the Integrated Calibration Management System (ICMS) application. The study aims to analyze the quality of the ICMS application and propose alternative solutions based on the quality evaluation. POC utilizes sensors to measure production parameters crucial for product quality, and the ICMS application facilitates the calibration process through functions like documentation, scheduling, and result calculations. However, after eight years of implementation, the application continues to receive complaints, prompting the need for evaluation and improvement. The research employs E-service quality (E-Servqual) and WebQual methods to determine variables and uses Importance Performance Analysis (IPA) and KANO methods to identify priority attributes requiring improvement. There are 4 attributes that categorize as indifferent that will be excluded from the analysis. The findings suggest that 6 out of 19 attributes need improvement, while 13 should be maintained. The study provides specific attributes in need of improvement or maintenance, highlighting areas such as Responsiveness (X2.2), Usability Quality (X3.2&X3.5), Service Interaction Quality (X5.2&X5.5), and Privacy (X1.1) as re-quiring improvement and Usability Quality (X3.1, X3.3, X3.6), Information Quality (X4.1, X4.2, X4.3, X4.4, X4.5, X4.6), Service Interaction Quality (X5.3, X5.7, X5.1), and Privacy (X1.2) as requiring excellent performance maintenance.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Calibration, Calibration Management Software, E-Servqual, WebQual, IPA, Kano Models, Kalibrasi; Calibration Management Software, E-Servqual, WebQual, IPA, Model Kano |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Billy Hartanto Sulayman |
| Date Deposited: | 26 Sep 2023 06:07 |
| Last Modified: | 26 Sep 2023 06:07 |
| URI: | http://repository.its.ac.id/id/eprint/102441 |
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