An Analysis of the Customer Satisfaction: A Case Study of Bank Service

This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities require

The Higher Education Students Experience with Technology

This study is to explore the students’ preferences and familiarities towards technology and the use of technology tools for their daily lives related to academic tasks. Particularly, on the higher education students’ access to technology-based tools and their preferences for a wide range of established and emerging technologies. Through the survey conducted on the first semester students of Polytechnic Merlimau Melaka, the results show and indicate that many of them are tech-savvy, even beyond the common technology applied. In the pattern of access and use of a range of other technologies (which are high-tech applications), a considerable variation is prevalent. The findings discussed is close to the notions of ‘Digital Natives’ of Prensky’s reference, in which the implications for harnessing available technologies in order to support teaching and learning in higher education are also comprehensively reviewed in this paper

Revisited The Measurement Strategy of Public Sectors Performance Using Fitted Management

There are no organization of public sector in developing countries can afford to reduce and eliminate the waste resources by an effectively way, especially when the centrally regulated of public service policy is a hindrance to effective delivery of public services in modern globally competitive competitions. Based on this reason, new approaches to making large and complex bureaucratic organizations more responsive to citizens and their needs are required by building on charting the new relationships among officials and the administrators. First, the effectiveness of public should be therefore associated to the policies and programs based on the functions of public services where their roles to become better at achieving what are expected over better service and dignity, as well as to positively affects the workers. Second, the performance related should not be always about the developing of targets, setting measures, and measuring the process but rather to develop the indicators of performance management and understanding the outcome to support the organizational needs. This is means that the measurements of public service organizations need to understand what is required. Based on this background, this paper review the challenges faced by public sector in order to seek for the solutions based on concept integration, implementation, and performance measurement of their business. The proposed conceptual framework is Fitted Management, where the exploration of organization processing capabilities and how to manage it (to be consistent with the globalization) based on the premise of what constitutes a customer value in the public sector by improving the ability of employees and organizations

Taguchis Quality Improvement Analysis of the SME Bread Manufacturing

The purpose of this study is to optimize the manufacturing process of the SME bread product using Taguchi method. The study is focused on the quality problems occurred as the outcomes of the process (quality of the bun produced) related to controllable factors of products design identified (machine temperature and length duration time) for the improvement required. By implementing the technique of analysis of variance (ANOVA), the composition of the controlled parameters, such as machine temperatures and duration times, is therefore determined and constructed into Orthogonal Array (OA) of L9(33) related to what the setting parameters produces the optimal output. To improve the quality of the manufactured product, the setting of parameter recommended in this study is A2B2C2 or A1B2C2 {(Low or High) ∩ 10minutes ∩ 200OC)}

Line Balancing Analysis Of Tuner Product Manufacturing

The processing time and the number of operators have strong relationship with the productivity of production lines. In the tuner production line, three significant factors related to productivity through using of line balancing method are the number of operator, production tools/equipment, and production process. This study performed the line balancing method through simulation model in order to reduce the line unbalancing causes and relocate the workforce associated to idle time, eliminating the bottleneck, and at the same time maintaining/ improving the productivity. To analyze the production line, we use a develop simulation tool, called Fact-Model, to modeling the production line (with the graph of critical path network and working time) and the works estimated (related to the cycle time, takt time, non-value added activities, quantity, and cost). Fact-Model is facilitated with the features that enable the user to depict the real production flows by using their owned real pictures/photos taken into their simulation model

Inovasi Tanggungjawab Sosial Korporasi Sebagai Strategi Bisnis Terhadap Pasar Bagian Bawah Piramida Dan Kemiskinan

Mostly corporate social responsibility activities are programs generated that have nodirectly beneficial impacts to the business. In fact, those activities are merely thespace of philanthropy, so the business core existence as a profits seeker missed out totreat the market as a potential beneficial and advantage. The corporate social responsi-bility, however, which is mixed and derived by two-sided market, localization, buyingmode, and strategy value based, will drive the bottom of pyramid as a potential marketof the competitive advantage for company's economic sustainable development andlong-term profits. In case of poverty (TKI), the companies can perform a strategybusiness for economic prospect and development through business innovation and/orinnovation of corporate social responsibility, and vice versa

Inovasi Tanggungjawab Sosial Korporasi Sebagai Strategi Bisnis Terhadap Pasar Bagian Bawah Piramida Dan Kemiskinan

Mostly corporate social responsibility activities are programs generated that have nodirectly beneficial impacts to the business. In fact, those activities are merely thespace of philanthropy, so the business core existence as a profits seeker missed out totreat the market as a potential beneficial and advantage. The corporate social responsi-bility, however, which is mixed and derived by two-sided market, localization, buyingmode, and strategy value based, will drive the bottom of pyramid as a potential marketof the competitive advantage for company’s economic sustainable development andlong-term profits. In case of poverty (TKI), the companies can perform a strategybusiness for economic prospect and development through business innovation and/orinnovation of corporate social responsibility, and vice versa.Keywords: CSR, the bottom of pyramid, 2-sided market, localization, and compet-itive advantag

How to Measure and Identify the Ultimate Improvement Required for Customer Satisfaction

In current hypercompetitive markets, customer satisfaction is one of major requirements that enable the company to generate some benefits to their business. This is also including the relationship with the customers as a good foundation for the creation of loyalty and repeat purchase of customers. However, the customer requirements are much more technically complex than in consumer market, especially in service sector. On the other hand, the analysis of importance and performance assumed on Kano method to measure customer satisfaction also lead to misleading the implications of customer satisfaction since some scholars use this technique into symmetric and linear relationships between attribute level performances. In this study, we poposes the approach on how to find the priority improvement or the most significant element required for improvement based on Kano method as a measurement basis ; using Kano manipulating graph, ranking level, and then a simplification approach toward the graphs to enable the priorities / significant element required for improvement determined and justified. To justify the approach proposed, some trials carried out in service companies as the case of study

STUDY OF THE OPTIMUM CONDITION TOWARDS THE INDUCING PARAFFIN WAX LDPE

Low Density Polyethelene is a thermoplastic resin extracted from petroleum based, whereas the wax is an oily organic component that is contains of alkanes, ester, polyester, and hydroxyester. The purpose of this research is to find out the optimum conditions of the wax produced by inducing LDPE. The experiment is carried out by mixing the wax and LDPE into four new polymer compositions, in which the higher value of the tensile strength, Young’s modulus, and hardness are obtained by mixing between 90 wt. % LDPE with 10 wt. % wax, rather than compared to pure LDPE. The results are 8.896 MPa, 247.602 MPa and 50.9 respectively. However, only the strength impact that has a lower value as much as 31.38 %. By SEM analysis, the improvement of mechanical properties value examined in which the most suitable of optimal composition is 90 wt. % LDPE with 10 wt. % wax. The LDPE/wax mixture produces a new polymer and alters the properties of pure LDPE

Critical Review of Electro-Mechanical Door Locking System and Proposal towards Development of Innovative Super Energy Saving Door Locking System

This article presents a critical review of electromechanical door locking system. Electromagnetic lock is currently widely used in the market. But it has common disadvantages such as low break-in force, and requires continuous power supply in order to maintain the locked state, higher power consumption and limited life of the back-up battery. Power supply failure may drain the back-up battery due to the necessity of providing continuous supply of electrical energy to maintain the locked state of the door. Hence the electromechanical takes the role as a competitor. To challenge the magnetic type lock, solenoid now become preferable instrument for automatic door locking as they can save energy up to 50 percent or more. Market demand shows that the fail secure and fail safe modes are now priorities. Fail safe mode of a lock describes a mode wherein the door can be opened by the lock doorknob when power to the lock is turned off or malfunction. Conversely, the fail secure mode describes a mode wherein the door cannot be opened by the doorknob when power to the lock is off or malfunction. Ten types of electromechanical door lock with recent development were analyzed and revealed here. On top of that, a new innovative solution is proposed to be the best of all above in term of power saving, performance, quality and efficiency