JIE (Journal of Industrial Engineering) : Scientific Journal on Research and Application of Industrial System

Perancangan Ulang Tata Letak Ruang Kantor Manajemen PT LMI Menggunakan Pendekatan Activity Relationship Chart

Trifenaus Prabu Hidayat — 2025-12-02

The management office layout at PT. LMI's shopping center is hindering effective service. Direct observation and research data reveal that the current arrangement on the 2nd floor creates inefficient interdepartmental workflows due to poor departmental placement. This lack of effective access to coordination leads to unproductive activities and suboptimal work effectiveness, ultimately impacting company performance and service quality. To address these issues, a proposed office rearrangement using the Activity Relationship Chart (ARC) method is suggested. Distances between departments will be calculated using both the rectilinear method and actual distance to optimize the layout. The goal is to create a proposed layout that prioritizes efficient departmental relationships. The new office layout is designed to make it easier for different departments to work together, which should help the office run more smoothly and improve the company's overall performance and service. The new layout reduces the distance between departments, leading to a 9.25% reduction in distance when calculated using the rectilinear method and a 10.69% reduction when calculated using the actual distance.

Comparative Analysis of Service Quality Toward Customer Satisfaction Between Local Independent Coffee Shop and Local Franchise Coffee Shop

Putri Salsabilla — 2025-12-02

The rapid growth in the coffee industry has indeed affected competition in both independent coffee shops and franchises. In the beverage and food sectors, service quality plays an important part in satisfying customers and attracting them to purchase more products or services. This study aims to compare the customer satisfaction analysis of service quality between two local coffee shops, namely Janji Jiwa and Neph Coffee & Eatery. The approach uses in this study are the Customer Satisfaction Index (CSI) and SERVQUAL gap. The results show that both coffee shops scored 85% on the Customer Satisfaction Index. However, the SERVQUAL gap results in Janji Jiwa is -0.229, and in Neph Coffee & Eatery is -0.366. Negative value indicating that the service they offer still has not met the customer expectations. The study found empathy is the most essential dimension for Janji Jiwa and Neph Coffee & Eatery customers, but both coffee shops still have a negative gap in this dimension. Therefore, the two coffee shops need to focus on improving their service quality.

Development and Optimization of a Real-Time Tracking System for Toy Plastic Assembly Using Object-Oriented Analysis and Design

Hery Hamdi Azwir — 2025-12-02

PT ABC Toy Company, a global toy manufacturer known for fashion dolls, faced significant production delays in its Plastic Assembly department, averaging 5–7 days per product due to an inefficient manual tracking system. These delays resulted in production bottlenecks and missed deadlines, affecting the company’s ability to meet market demands. This study aimed to develop and implement a web-based tracking system using Object-Oriented Analysis and Design (OOAD) to minimize delays, improve material management, and optimize production scheduling. The new system provided real-time monitoring of materials, piloting status, and production schedules, automating manual processes and enhancing interdepartmental communication. Implementation of the system led to a 62.36% reduction in delays, decreasing the average delay from 5–7 days to approximately 2 days. This improvement increased production capacity, reduced overtime and penalty costs, and facilitated more timely product deliveries. The findings highlight how an optimized tracking system can enhance operational efficiency, improve customer satisfaction, and strengthen the company’s market position.

Enhancing Digital Service Quality in Real Estate Platforms with AI-Augmented E-SERVQUAL and Topic Modeling

Sayyidah Maulidatul Afraah — 2025-12-02

Digitalization has accelerated the growth of the property technology (proptech) industry, particularly in real estate marketplaces. As competition intensifies, platforms must enhance their digital service quality to meet the evolving needs of both users and agents. This study aims to develop an improvement model by focusing on the service dimension with the highest gap between importance and performance. A mixedmethods approach was employed using user reviews collected from Google Play, comprising a total of 400 reviews from the four most widely used real estate applications in Indonesia. The analysis considered importance (aspects most frequently discussed) and performance (aspects with the highest ratings). Thematic analysis of user and agent feedback was first conducted to construct the initial E-SERVQUAL model. This qualitative insight was then validated using Latent Dirichlet Allocation (LDA) and refined through Importance– Performance Analysis (IPA) to identify key service gaps. Results show that the System Availability dimension, particularly subdimension X19 (core feature functionality), exhibits the largest gap score of 3.464, placing it in the top-priority quadrant. LDA results reinforce this finding through Topic 6, which highlights complaints about app quality, especially regarding property advertisements and listing accuracy. To address this, the study proposes an AI-augmented core feature functionality model that integrates ad optimization, intelligent listing validation, and automated error detection to enhance operational efficiency, system accuracy, and overall user experience. The findings are particularly relevant for PT ABC, a new real estate platform currently facing declining performance. By benchmarking user feedback from top Indonesian property marketplaces, this study provides strategic insights for improving service quality, competitiveness, and digital transformation within the proptech ecosystem.

The Effect of Logistic Service Quality on Customer Satisfaction Using Courier Service in Banyumas

Nabila Noor Qisthani — 2025-12-02

This study examines the impact of Logistic Service Quality (LSQ) on customer satisfaction among users of courier services in Banyumas Regency. The study included 210 respondents, evenly distributed across all sub-districts in Banyumas Regency. Determination of the number of samples using purposive sampling. This study only focuses on consumer perceptions of the experience of using courier services. This study employs five LSQ dimensions: timeliness (T), order accuracy (A), information quality (I), personal contact quality (C), and handling of non-conformance orders (O), comprising a total of 22 question attributes. This research found that the five dimensions of LSQ have a simultaneous effect of 72% on customer satisfaction. Moreover, the LSQ variable that has the most influence on customer satisfaction is personal contact ability (C), with a beta value of 0.056.

Comparative Analysis and Selection Based on AHP and Threshold Switching for LNG Crew Transportation in Remote Areas (Case Study: PT. XYZ Sorong, West Papua)

Hally Hanafiah — 2025-12-02

Crew transportation plays a crucial role in ensuring the smooth operation of the Liquid Natural Gas (LNG) facility in West Papua. Current transportation relies on a combination of Dash 8 aircraft from Sorong to Babo, followed by small vessels to the LNG site. The challenges faced include dependence on weather conditions and ground infrastructure, which pose operational risks. This study aims to evaluate the effectiveness of the Fast Cruising Vessel (FCV) mode as a more efficient and reliable alternative for crew transportation. A descriptive-comparative method was used with the Analytic Hierarchy Process (AHP) approach and supported by a cost-efficiency threshold switching analysis. The assessment was conducted on eight main criteria, including travel time, cost, capacity, risk, comfort, flexibility, and infrastructure requirements. Data were obtained from technical documents and questionnaires from energy logistics practitioners. The AHP results showed that the FCV Damen Fast Ferry 4212 had the highest score (0.309), while the threshold switching calculation showed that the FCV mode resulted in cost savings of more than 80%, far exceeding the 25% threshold for modal shift feasibility. With minimal port infrastructure requirements and high flexibility, the FCV mode is considered the most technically, economically, and operationally feasible to support LNG crew rotations in remote areas. This study contributes to decision-making regarding maritime logistics strategies in remote areas, recommending FCVs as an efficient and reliable solution.