Judul: Strategi Peningkatan Kepuasan Pelanggan Toserba Yogya BIP melalui Perbaikan Kualitas Layanan dengan Pendekatan Quality Function Deployment
Abstrak: Toserba Yogya BIP mengalami persaingan ketat dalam aspek lokasi dan harga. Menyadari keterbatasan mereka dalam hal tersebut, pihak manajemen berkomitmen untuk meningkatkan daya saing melalui kualitas pelayanan. Tujuan penelitian ini adalah (1) mengidentifikasi keinginan dan kebutuhan konsumen Toserba Yogya BIP, (2) mengidentifikasi atribut yang perlu ditingkatkan dan dampaknya terhadap kepuasan, (3) menganalisa penjabaran peningkatan kualitas layanan, dan (4) menyusun rekomendasi strategi peningkatan kualitas layanan konseptual. Data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Metode yang digunakan untuk merumuskan strategi peningkatan kualitas layanan adalah Quality Function Deployment (QFD). Hasil penelitian menunjukkan respon teknis prioritas toserba yang menjadi dasar strategi peningkatan kualitas layanan adalah penambahan produk baru, perbaikan metode coaching dan counselling, peningkatan program relasi konsumen, perbanyakan publikasi cetak, intensifikasi program promosi, dan perbaikan metode penyimpanan.
Keyword: Kualitas Pelayanan, Manajemen Ritel, Quality Function Deployment

Judul: The Strategy for The Depelopment of Patient Service at Pratama Yapida Gunung Putri Clinic, Bogor
Abstrak: Perubahan sistem pelayanan dari kategori pelanggan umum menjadi kategori peserta BPJS kesehatan mengakibatkan penurunan jumlah kunjungan peserta umum dan peningkatan kunjungan peserta BPJS Kesehatan. Peningkatan keluhan meliputi lamanya waktu tunggu pelayanan, pelayanan dokter dan paramedis. Hal ini menunjukkan bahwa terdapat ketidaksesuaian antara keinginan dan harapan pelanggan terhadap kualitas pelayanan. Oleh karena itu, penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi kepuasan pasien terhadap pelayanan Klinik Pratama YAPIDA serta merumuskan strategi pengembangan Klinik Pratama YAPIDA berdasarkan analisis kepuasan pelayanan pasien. Data penelitian dikumpulkan melalui kuesioner kualitas layanan yang dikembangkan oleh Parasuraman et.al (1988), yang terdiri dari lima dimensi, yaitu tangible, reliability, responsiveness, assurance, dan empati dengan melibatkan 300 responden yang merupakan penerima layanan dari Klinik Pratama YAPIDA. Metode penarikan sampel menggunakan purposive sampling dengan melakukan wawancara langsung kepada responden. Teknik analisis data menggunakan kombinasi pendekatan analisis Servqual, pendekatan Importance Performance Analysis (IPA), dan Structural Equation Model (SEM). Hasil penelitian menunjukkan bahwa berdasarkan penggunaan kombinasi ketiga pendekatan analitik, terdapat linieritas arah strategis pengembangan Klinik Pratama YAPIDA untuk menjaga keberlanjutan dan meningkatkan grade klinik, yaitu peningkatan kualitas pelayanan dalam aspek dari daya tanggap perawat, daya tanggap apoteker, dan petugas pelayanan klinik. Berdasarkan analisis tersebut, implikasi manajerial mengharuskan manajemen Klinik Pratama YAPIDA untuk merumuskan strategi pengembangan kualitas layanan dengan meningkatkan ketiga atribut layanan tersebut. Kata kunci: Importance Performance Analysis, Kualitas Layanan, SEM, Servqual, Changes in the service system from the general customer category to the BPJS Health participant category, a decrease in the number of visits by general participants and an increase in visits by BPJS Health participants. The increase in complaints includes waiting time for services and doctor and paramedical services. This shows that there is a mismatch between the wishes and expectations of customers on service quality. Therefore, this study aims to determine the factors that influence patient satisfaction with the services of the YAPIDA Primary Clinic and formulate a strategy for developing the YAPIDA Primary Clinic based on the analysis of patient satisfaction services. Data were collected through a service quality questionnaire developed by Parasuraman et al. (1988), which consists of 5 (five) dimensions, namely tangible, reliability, responsiveness, assurance, and empathy involving 300 respondents who are service recipients from the YAPIDA Pratama Clinic. The sampling method used purposive sampling by conducting direct interviews with respondents. The data analysis technique uses the Servqual analysis approach, the Importance Performance Analysis (IPA) approach, and the Structural Equation Model (SEM). The results showed that using a combination of the three analytical approaches, there was a linearity strategy in the direction of the YAPIDA Pratama Clinic for the development and improvement of clinical quality, namely improving service quality in aspects of nurse Keywords: Importance Performance Analysis (IPA), Service Quality, SEM, Servqual.
Keyword: Kualitas Layanan, SEM, Importance Performance Analysis, Servqual, Importance Performance Analysis (IPA), Service Quality, SEM, Servqual

Judul: Characterizations of low alloy steel sae 4422  plated with chromic acid (Cro3)
Abstrak: Characterizations of low alloy steel SAE 4422 plated with chromic acid (CrOrO3) was use Optical Microscopy (OM), Scanning Electron Microscopy (SEM), X-Ray Diffraction (XRD), RD),Energy Dispersive Analysis of X-Ray (EDAX), Hardness Test and Roughness Test. Microstructures analysis exhibits cracks and grain boundaries microcracks as a characteristics of chrome metal found at plating metal. Perlite and Ferrite as grains of steel found at base metal with grain boundaries around it. Phase analysis of plating metal appropriate to chrome metal with lattice constant (a) is 2.559 Å and phase analysis of base metal appropriate to iron ferrite with lattice constant (a) is 3.318 Å. Both plating and base metal have cubic system. Chemical analysis of plating metal at surface section exhibits that cracks area have highest value of carbon element compare with grains and grains boundaries area. While chemical analysis of base metal at cross section exhibits that perlite have highest value of carbon element compare with ferrite and grain boundaries. The hardness value of plating metal at surface section and cross section are 753 and 637 VHN. While, the hardness value of base metal and interface area at cross section are 205 and 373 VHN. The roughness value at measurement points of chrome surface for as received sample are 0.445 μm. Observation used Optical Microscopy and Scanning Electron Microscopy exhibits surface irregularities combine to form surface texture of plating metal at surface section.
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