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M. Mujiya Ulkhaq,Auni W. I. Pertiwi,Lakshita Pritandari,M. Taufik Aditya 대한산업공학회 2020 Industrial Engineeering & Management Systems Vol.19 No.3
The popularity of personal navigation devices and mapping services have made the society utilizes certain locationbased ideas and their applications. With the convenience of using smart phones, it could create an opportunity for the development of mobile location-based service (m-LBS) in order to bring personalized values to the users. Consequently, it leads to a fierce competition among the providers of the m-LBS applications; thus, they have to improve their service qualities in order to fulfill the customers’ needs. This study tried to assess the m-LBS quality using the m-LBS quality scale and combine it with the importance-performance analysis (IPA) model. The m-LBS quality scale has been shown to be statistically reliable and valid for use in measuring the m-LBS quality. However, assessing the service quality per se is considered not sufficient since the service providers have to prioritize the aspects they want to improve. It has to be done since they are constrained by limitations on the resources they have. The IPA model, on the other hand, is regarded as an effective method to find out particular aspects that performed poorly but are highly important. A case study to exhibit the applicability of the proposed method was conducted in one of the biggest motorcycles-based transport services in Indonesia.
Evaluating Service Quality of Korean Restaurants: A Fuzzy Analytic Hierarchy Approach
Ulkhaq, M.Mujiya,Nartadhi, Rizal L.,Akshinta, Pradita Y. Korean Institute of Industrial Engineers 2016 Industrial Engineeering & Management Systems Vol.15 No.1
Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.