1,721,021 research outputs found
Penerapan Lean Supply Chain pada PT. Sinar Utama Nusantara
No full textPT. Sinar Utama Nusantara atau PT. SUN merupakan salah satu perusahaan manufaktur yang memproduksi berbagai jenis pipa plastik di antaranya pipa uPVC dan pipa HDPE (High Density Poyethylene). Permasalahan yang sering terjadi pada supply chain PT. SUN terdapat pada ketidaksesuaian perencanaan produksi dengan pelaksanaan produksi yang dilakukan yang disebabkan oleh pemborosan-pemborosan yang terjadi selama proses produksi, seperti waktu menunggu (waiting time) dari satu proses ke proses lainnya, kelebihan-kelebihan inventory terutama WIP, dan produk reject yang dihasilkan. Tujuan umum dari penelitian tugas akhir adalah mengidentifikasi pemborosan dalam supply chain PT. SUN dengan Lean Supply Chain dan menemukan cara untuk mengurangi pemborosan tersebut. Metode yang digunakan dalam penelitian ini untuk mengidentifikasi pemborosan pada supply chain adalah Lean Supply Chain dan Value Stream Mapping, setelah itu dilakukan perincian aktivitas supply chain dengan menggunakan Process Activity Mapping, kemudian dilakukan analisis pemborosan dan saran perbaikan dengan metode 5W1H. Hasil dari process activity mapping diperoleh 6 aktivitas operasi, 12 aktivitas transportasi, 9 aktivitas inspeksi, 5 aktivitas storage, dan 3 aktivitas delay. Setelah itu, hasil pengelompokkan aktivitas value added dan non value added diperoleh sebanyak 6 aktivitas dikelompokkan dalam value added activity dan sebanyak 29 aktivitas dikelompokan dalam non value added activity dengan perbandingan 17% value added activity dan 83% non value added activity. Hasil yang diperoleh dari usulan perbaikan adalah peningkatan persentase value added activity dari 17% menjadi 20% dan penurunan persentase non value added activity dari 83% menjadi 80%.Skripsi Sarjan
Optimisasi Persediaan Bahan Baku Pada Toko Roti Sinar Sembiring Dengan Menggunakan Analisis Biaya Sebagai Pendekatan
No full textInventories are resources that are stored and used to meet present and future needs
and ensure the smooth running of a production process for the company. In
controlling inventory, it is necessary to pay attention to it because it is directly
related to the costs that must be borne by the company. This study uses an inventory
model, namely the Economic Order Quantity (EOQ) method and the Wagner Within
(AWW) Algorithm method to obtain optimum inventory. Then, compare the results
of the calculation of the total cost of the inventory of the two methods. Based on the
results of the calculation of the method chosen, the Economic Order Quantity
(EOQ) method is the most optimal where the flour is 5 times with an order size of
13,729 kg. The optimal amount of raw material purchases for tapioca flour is 2
times with an order size of 2.961 kg. The optimal quantity of raw material purchases
for sugar is 4 times with an order size of 9,775 kg. Meanwhile, the calculation
results in the provision of raw materials, it is known that the ratio of the total cost
of inventory between companies is Rp. 24,900,000 and the optimal Economic Order
Quantity method is Rp. 13,775. 000. So with this model the company can save 44%
of the total inventory costs incurred.Persediaan merupakan sumber daya yang disimpan dan dipergunakan untuk
memenuhi kebutuhan sekarang maupun kebutuhan yang akan datang serta
menjamin kelancaran suatu proses produksi bagi perusahaan. Dalam pengendalian
persediaan perlu diperhatikan karena berkaitan langsung dengan biaya yang harus
di tanggung oleh perusahaan. Penelitian ini menggunakan model persediaan yaitu
metode Economic Order Quantity (EOQ) dan metode Algorithm Wagner Within
(AWW) untuk mendapatkan persediaan optimum. Kemudian, membandingkan
antara hasil perhitungan total biaya persediaan keduametode tersebut. Berdasarkan
hasil perhitungan metode yang terpilih yaitu metode Economic Order Quantity
(EOQ) paling optimal dimana tepung terigu sebanyak 5 kali dengan ukuran
pemesanan sebesar 13.729 kg. Jumlah pembelian bahan baku optimal untuk tepung
tapioka sebanyak 2 kali dengan ukuran pemesanan 2.961 kg. Jumlah pembelian
bahan baku optimal untuk gula sebanyak 4 kali dengan ukuran pemesanan 9.775
kg. Sedangkan, hasil perhitungan dalam penyediaan bahan baku maka diketahui
perbandingan total biaya persediaan antara perusahaan sebesar Rp 24.900.000 dan
metode Economic Order Quantity yang optimal sebesar Rp 13.775. 000. Sehingga
dengan model ini perusahaan dapat menghemat 44% dari total biaya persediaan
yang dikeluarkan.136 HalamanSkripsi Sarjan
Optimasi Jadwal Proyek Bangunan Perkuatan Tebing Sungai Aek Sigeaon Tarutung Menggunakan Metode Cpm, Pert, Dan Pdm
No full textProject management, Scheduling, Microsoft project, Critical Path
Method, Precedence Diagram Method, Program Evaluation and
Review TechniquePT. Era Karya Jaya is a construction company with experience working on
national projects. One of the projects implemented by PT. Era Karya Jaya is a
construction project for the Aek Sigeaon Tarutung River Cliff Reinforcement
building. The cost of implementing the project is Rp. 5.300.825.200,38. This
project starts from July 2, 2021, to December 5, 2021. There is a project delay
between the plan and realization, with a cumulative difference of 14.38%, which
can make an image look bad. Therefore, to overcome this problem, an evaluation
was carried out to obtain the optimal duration of the project using the Critical
Path Method (CPM), Precedence Diagram Method (PDM), and Program
Evaluation and Review Technique (PERT) with the help of Microsoft Project
Software. From the analysis conducted using the CPM I PDM method, the project
completion duration is 95 days, with a probability of 77.04% obtained using the
PERT method111 halamanSkripsi Sarjan
Penentuan Ukuran Pesanan Bahan Baku Pipa HDPE yang Optimal dengan Simulasi di PT. Polyvindo Abadi Sukses
No full textPT. Polyvindo Abadi Sukses is an industrial company engaged in the production of pipes. In producing HDPE pipes, the company uses various raw materials ordered from foreign suppliers. The raw material needed in the HDPE pipe production process is HDPE plastic seeds. The company orders raw materials to meet existing demand, inventory stocks often experience differences with demand and orders are made if there is not enough supply to meet demand, Shipments of materials in containers via sea transport with a square off time of 1 month. In practice the number of orders is determined based on the number of requests in 1 month. As a result, inventory can be excessive or vice versa is not enough to fulfill orders. From the description above, the problems faced by PT. Polyvindo Abadi Sukses is that there is no policy in determining the amount of ordering raw materials that cause shortages or excess raw materials in a certain period. Therefore the determination of the optimal number of orders needs to be done using simulations of HDPE pipe raw materials. The purpose of this study is to design a simulation model of optimal HDPE raw material ordering with a minimum total cost of inventory, Analyzing HDPE pipe demand distribution patterns, Analyzing total inventory costs by simulating at various levels of order size. In this study the method used is a simulation to determine the optimal HDPE raw material order quantity with total inventory cost (Total Cost Inventory) as a comparison, the order size determination is also carried out using the probabilistic EOQ method. The results of these two methods are then compared to choose the best way and to determine the optimal order size. With the EOQ method, the economic order size is 147.805 kg, with a total inventory cost of Rp.732,662,683. While the results of the Q system simulation, conducted with experiments at the level of uk 50,000, 60,000, 70,000, and 80,000 kg. The optimal order size for a reorder point of 60,000 kg is 80,000 kg and a total inventory cost of 378,465,389, -. Thus the optimal order size with the Q system is 80,000kg at a reorder point of 60,000kg.PT. Polyvindo Abadi Sukses merupakan perusahaan industri yang bergerak dalam produksi pipa. Dalam memproduksi pipa HDPE, perusahaan menggunakan berbagai bahan baku yang dipesan dari pemasok luar negeri. Bahan baku yang diperlukan dalam proses produksi pipa HDPE adalah biji plastik HDPE. perusahaan melakukan pemesanan bahan baku untuk memenuhi permintaan yang ada, stok persediaan sering mengalami selisih dengan permintaan dan pemesanan dilakukan jika persediaan tidak cukup untuk memenuhi permintaan, Pegiriman bahan dalam kontainer melalui angkutan laut dengan waktu ancang – ancang 1 bulan. Dalam prakteknya jumlah pesanan ditentukan berdasarkan jumlah permintaan dalam 1 bulan. Akibatnya persediaan dapat berlebih ataupun sebaliknya tidak cukup untuk memenuhi order. Dari uraian latar belakang diatas, permasalahan yang dihadapi PT. Polyvindo Abadi Sukses adalah tidak ada kebijakan dalam menetukan jumlah pemesanan bahan baku yang menyebabkan kekurangan atau kelebihan bahan baku pada periode tertentu. Oleh sebab itu penentuan jumlah pesanan yang optimal perlu dilakukan dengan menggunakan simulasi terhadap bahan baku pipa HDPE. Tujuan penelitian ini adalah merancang model simulasi jumlah pemesanan bahan baku HDPE yang optimal dengan total biaya persediaan (Total Cost Inventory) Minimum, Menganalisis pola distribusi permintaan pipa HDPE, Menganalisis total biaya persediaan dengan simulasi pada berbagai level ukuran pesanan. Pada penelitian ini metode yang digunakan adalah simulasi untuk menentukan jumlah pesanan bahan baku HDPE yang optimal dengan total biaya persediaan (Total Cost Inventory) sebagai pembanding, penentuan ukuran pesanan juga dilakukan dengan menggunakan metode EOQ probabilistik. Hasil dari kedua cara ini kemudian dibandingkan untuk memilih cara yang terbaik dan untuk menentukan ukuran pesanan yang optimal. Dengan metode EOQ ukuran pemesanan ekonomis adalah 147,805 Kg, dengan total biaya persediaan sebesar Rp.732.662.683,-. Sedangkan dari hasil Simulasi sistem Q, yang dilakukan dengan eksperimen pada level ukurna 50.000, 60.000, 70.000, dan 80.000Kg. Ukuran pesanan yang optimal untuk reorder point 60.000Kg adalah 80.000Kg dan total biaya persediaan sebesar 378.465.389,-. Dengan demikian ukuran pesanan yang optimal dengan sistem Q adalah 80.000kg pada reorder point 60.000kg.120 HalamanSkripsi Sarjan
Production Scheduling Proposal to Minimize Makespan Using the Tabu Search Method at UD. Rapi Jaya
No full textIn the production process, issues such as delays in product completion are often encountered, which lead to shipment delays and disrupt stock availability. UD. Rapi Jaya is a wood processing company that applies a make to stock production system. Although this system aims to maintain product availability in inventory, the company still experiences delays in production completion, particularly in April, July, December 2024, and January 2025. The current production scheduling is based solely on decisions made by the head of production without structured calculations, resulting in the total production completion time (makespan) being unknown. Through the implementation of the Tabu Search method, a proposed scheduling approach was developed to minimize the makespan. The calculation results show that the company’s actual makespan is 468.98 minutes. By using the proposed Tabu Search method, an optimal job sequence was obtained with a makespan of 449.82 minutes. The proposed method proved to produce a lower makespan than the actual scheduling, with a relative error of 4.26%. This reduction in makespan indicates that the Tabu Search method can improve production completion efficiency and assist the company in maintaining timely stock availability.144 PagesSkripsi Sarjan
Penentuan Rute Distribusi Menggunakan Metode Saving Matrix untuk Meminimalkan Biaya Transportasi di PT. Siantar Top
No full textGood distribution and transportation is an important thing in the company so that a product can be sent to consumers on time, right at the specified place, and the goods are in good condition. The distribution of products from sources to several destinations is of course a fairly complex problem, because the existence of several destinations for product delivery will result in several distribution channels that are longer and longer in distance and time.
PT Siantar Top Medan is required to be able to design reliable delivery performance, while in fulfilling these targets there are still problems from the company, namely in product distribution. The product distribution process in one product delivery is only done to one retailer. Poor planning of the distribution system will lead to wastage of transportation costs and a decrease in consumer satisfaction, which in turn causes a loss of trust. The saving matrix method is a method used in determining product distribution routes to consumers by determining the route to be passed and the number of means of conveyance based on the capacity of the means of conveyance in order to obtain an efficient route and minimum transportation costs. From data processing and discussion, it was obtained 5 sub-routes with the previous distance of 633.8 km to 495.8 km which affected the distribution time which was previously 39.4 hours to 35.3 hours and savings in transportation costs which were originally Rp. 643,271 to Rp. 594. 960 on the new route. Then the savings in transportation costs amounted to IDR 48,311.119 HalamanSkripsi Sarjan
Perancangan Dashboard Pendukung terhadap Penentuan Pemasok Calcined Petroleum Coke Low Sulfur dengan Menggunakan Metode TOPSIS di PT Indonesia Asahan Aluminium
No full textThe selection of suppliers is a matter of decision-making that is quite important.
In the manufacturing industry, one of the important decision-making is the
procurement of raw materials. PT. Indonesia Asahan Aluminium is a company
engaged in the aluminum smelting industry, decision making for the
determination of suppliers from between the three companies that is PT.X, PT.Y
dan PT.Z is needed for the procurement of anode raw materials, namely Calcined
Petroleum Coke Low Sulfur (CPC LS). In this context, the problems found related
to the determination of THE CPC LS supplier are delays in the acceptance of raw
materials and lack of appropriate raw materials with quality so that it is
necessary to design a dashboard as information that produces an analysis of
selected criteria and sub-criteria that display the performance of the supplier. The
research aims to design a dashboard that presents the best CPC LS suppliers
based on the weight of criteria and sub-criteria. The AHP method is used to
obtain the weight of each criterion and sub-criteria used and furthermore the
TOPSIS method is used to obtain the total weight value of each supplier that will
determine the level of priority of each.. From the results of the analysis obtained 5
criteria with 15 sub-criteria, where the criteria that have the largest weight is the
raw material quality criteria of 0.46, and the sub-criteria that has the largest
weight is the price of raw materials with a value of 0.71. Based on the preference
value obtained by PT. X has the largest preference value of 0.721. This shows that
PT. X is at the top of the list as the best supplier that needs to be prioritized in the
CPC LS supply.Pemilihan supplier merupakan masalah pengambilan keputusan yang cukup
penting. Dalam industri manufaktur, salah satu pengambilan keputusan yang
penting adalah pengadaan bahan baku. PT. Indonesia Asahan Aluminium
merupakan perusahaan yang bergerak di bidang industri peleburan
aluminium,pengambilan keputusan untuk penentuan pemasok dari antara tiga
perusahaan yaitu PT.X, PT.Y dan PT.Z. sangat diperlukan untuk pengadaan bahan
baku anoda yaitu Calcined Petroleum Coke Low Sulfur(CPC LS). Dalam konteks
ini, permasalahan yang ditemukan berkaitan dengan penentuan supplier CPC LS
yaitu adanya keterlambatan penerimaan bahan baku dan kurang sesuainya bahan
baku dengan kualitas sehingga perlu dirancang sebuah dashboard sebagai
informasi yang menghasilkan analisis dari kriteria dan sub kriteria terpilih yang
menampilkan kinerja dari supplier. Penelitian yang dilakukan bertujuan untuk
merancang dashboard yang menyajikan supplier CPC LS terbaik berdasarkan
bobot kriteria dan sub kriteria. Metode AHP digunakan untuk mendapatkan bobot
setiap kriteria dan sub kriteria yang digunakan dan selanjutnya metode TOPSIS
digunakan untuk memperoleh total nilai bobot setiap supplier yang akan
menentukan tingkat prioritas masing-masing. Dari hasil analisis diperoleh 5
kriteria dengan 15 sub kriteria, dimana kriteria yang memiliki bobot terbesar
adalah kriteria kualitas bahan baku sebesar 0,46,dan sub kriteria yang memiliki
bobot terbesar adalah harga bahan baku dengan nilai sebesar 0,71. Berdasarkan
nilai preferensi yang diperoleh PT. X memiliki nilai preferensi terbesar yaitu
sebesar 0,721. Hal ini menunjukkan bahwa PT. X pada urutan teratas sebagai
supplier terbaik yang perlu diprioritaskan dalam pemenuhan pasokan CPC LS.126 halamanSkripsi Sarjan
Evaluasi Efektivitas dan Keandalan Mesin Menggunakan Metode Overall Equipment Effectiveness (OEE) dan Reliability Analysis di Pabrik Pengolahan Daun Teh PT. Perkebunan Nusantara IV Unit Bah Butong
No full textTea Leaf Processing Factory PT. Perkebunan Nusantara IV Bah Butong Unit is an industry engaged in tea leaf processing. In the production process is supported by a number of machines and equipment that interact with each other to achieve optimal productivity. The problem faced is that there is still often damage to the machine which is considered to interfere with the production process due to the inadequate maintenance. Thus it is necessary to evaluate the effectiveness and reliability of the machine in order to maximize maintenance to reduce engine damage. The purpose of this study was to determine the value of the effectiveness of production machines by calculating the value of Overall Equipment Effectiveness (OEE) of production machines, identifying decreases in engine effectiveness by measuring six big losses, calculating machine reliability with a reliability analysis approach and improving maintenance schedules to improve machine reliability, and predicting value OEE after repairing the maintenance schedule. Based on the calculation of engine effectiveness using the OEE method, the actual machine effectiveness value is 83.17% with the actual reliability of the entire machine system at 77.83%, the effectiveness of the machine which is still below the standard of 85% can be improved by increasing the reliability of the machine through reliability analysis with engine maintenance program targets through the calculation of scheduling Mean Time to Failure (MTTF) and Mean Time to Repair (MTTR). Improved reliability of 22 machines that were targeted for improvement due to the reliability of the machine is below 50% by accelerating MTTF scheduling, obtained value of the effectiveness of the proposed machine increased by 7.98% to 85.81% with the reliability of the proposed whole system increased above 90.00 %. The value of this proposal is expected as input to the company to determine the value of the effectiveness of the engine and the reliability of the entire machine system if carried out maintenance according to the proposed MTTF maintenance program.adalah industri yang bergerak dalam pengolahan daun teh. Dalam proses produksi tersebut didukung oleh sejumlah mesin dan peralatan yang saling berinteraksi untuk mencapai produktivitas yang optimal. Permasalahan yang dihadapi adalah masih sering terjadi kerusakan mesin yang dianggap mengganggu proses produksi akibat tidak maksimalnya maintenance. Dengan demikian perlu dilakukan evaluasi efektivitas dan keandalan mesin agar dapat memaksimalkan maintenance untuk mengurangi terjadinya kerusakan mesin. Tujuan penelitian ini adalah mengetahui nilai efektivitas mesin produksi dengan menghitung nilai Overall Equipment Effectiveness (OEE) mesin produksi, mengidentifikasi penurunan efektivitas mesin dengan mengukur six big losses, menghitung keandalan mesin dengan pendekatan reliability analysis dan memperbaiki jadwal maintenance untuk meningkatkan keandalan mesin, dan memprediksi nilai OEE setelah dilakukan perbaikan jadwal maintenance. Berdasarkan perhitungan efektivitas mesin dengan metode OEE diperoleh nilai efektivitas mesin aktual sebesar 83,17% dengan keandalan aktual seluruh sistem mesin sebesar 77,83%, nilai efektivitas mesin yang masih di bawah standar yaitu 85% dapat ditingkatkan dengan meningkatkan keandalan mesin melalui reliability analysis dengan sasaran program pemeliharaan mesin melalui perhitungan penjadwalan Mean Time to Failure (MTTF) dan Mean Time to Repair (MTTR). Dilakukan peningkatan nilai keandalan terhadap 22 mesin yang menjadi sasaran perbaikan dikarenakan keandalan mesin tersebut berada dibawah 50% dengan mempercepat penjadwalan MTTF, diperoleh nilai efektivitas mesin usulan meningkat sebesar 7,98% menjadi 85,81% dengan keandalan usulan seluruh sistem meningkat diatas 90,00%. Nilai usulan ini diharapkan sebagai masukan kepada perusahaan untuk mengetahui nilai efektivitas mesin dan keandalan seluruh sistem mesin jika dilakukan pemeliharaan sesuai jadwal program pemeliharaan MTTF yang diusulkan.214 HalamanSkripsi Sarjan
Perancangan Pengembangan Sistem Informasi Perbaikan Kualitas Pelayanan Pt. Tulus Marisi dan Distribusi
No full textPT. Tulus Marisi is a private company the engaged in the fertilizer industry.
The company distribute the fertilizer to Aceh, pekanbaru, Jambi, Padang. To ease
the distribution of fertilizer, the company has been providing fertilizer’s warehouse
and leading enterprise agencies in these areas. PT. Tulus Marisi is having problems
of information services. For the implementation operasional, information
management is still use manually system. It has many flaws which makes a wide area
of marketing planning and controling the companies request appropriately, with the
result is conducted to determine. So the research is conducting to know the affect of
Variabels that affect service’s satisfaction.
Results obtained externally by the test based on regression, variable
reliability has a significant effect on distributor satisfaction is 0.423. This keeps the
focus of the design variable reliability in this study. Variable reliability have
descriptive analysis, the ease of access integrally between distributors. Results
obtained internally that have a strong enough relationship with employee satisfaction
is a variable PT. Tulus Marisi facilitie/equipment with a value of 0.413 correlation.
relationship between the dependent variable Y1 (DC satisfaction with services) with
dependent variable Y2 (Marisi PT.Tulus employee satisfaction) has a fairly close
correlation is equal to 0.701. This means that between Y1 and Y2 also provide strong
value and influence each other
Based on the analysis and descriptive , to increase employee satisfaction with
the services of PT. Tulus Marisi and Distributor Center can do with improvement
strategies in facilities/equipment used. Designing information systems PT. Tulus
Marisi fertilizer demand to every DC in each region by applying the desired models
according to the design of a web-based system is expected to address the factors that
mempegaruhi service satisfaction.PT. Tulus Marisi adalah perusahaan swasta yang bergerak di bidang
pendistribusian pupuk. Perusahaan mendistribusikan pupuk-pupuk tersebut untuk
wilayah, Aceh, Pekanbaru, Jambi, Padang. Untuk memudahkan pendistribusian
produk perusahaan telah menyediakan gudang pupuk dan menunjuk agen-agen
pemasaran di daerah-daerah tersebut. PT. Tulus Marisi mengalami permasalahan
pelayanan informasi. Sebab dalam pelaksanaan operasinya pengelolaan informasi
masih dilakukan dengan cara manual, hal ini memiliki banyak kelemahan, di mana
area pemasaran yang luas membuat perusahaan merencanakan dan mengendalikan
permintaan dengan tepat. Sehingga penelitian ini dilakukan untuk mengetahui
variabel-variabel yang mempengaruhi kepuasan pelayanan.
Hasil yang diperoleh secara eksternal dengan berdasarkan uji regresi, variabel
reliability memiliki pengaruh yang signifikan terhadap kepuasan distributor adalah
0,423. Hal ini membuat variabel reliability menjadi fokus perancangan pada
penelitian ini. Variabel reliability mempunyai analisis deskriptif, yaitu kemudahan
akses secara integral antara distributor. Hasil yang diperoleh secara internal yang
memiliki hubungan cukup kuat dengan kepuasan karyawan PT Tulus Marisi adalah
variabel fasilitas/peralatan dengan nilai korelasi 0,413. hubungan antara variabel
terikat Y1 (kepuasan DC terhadap pelayanan) dengan variabel terikat Y2 (kepuasan
karyawan PT. Tulus Marisi) memiliki korelasi yang cukup erat, yaitu sebesar 0,701.
Artinya, antara Y1 dan Y2 juga memberikan nilai yang kuat dan saling
mempengaruhi.
Berdasarkan hasil analisis dan deskriptif, untuk meningkatkan kepuasan
terhadap pelayanan karyawan PT Tulus Marisi dan Distributor Center dapat
dilakukan dengan strategi perbaikan pada fasilitas/peralatan yang digunakan.
Merancang sistem informasi permintaan pupuk PT Tulus Marisi ke setiap DC di
masing-masing daerah dengan menerapkan model yang diinginkan sesuai dengan
sistem rancangan yang berbasis web diharapkan mampu mengatasi faktor- faktor
yang mempegaruhi kepuasan pelayanan.104 Halama
Sentiment Analysis of Tokopedia App Reviews on Google Play Store
No full textTokopedia is one of the most popular e-commerce platforms in Indonesia, widely
used for online buying and selling activities. The issue addressed in this study is the
dominance of negative user reviews regarding the Tokopedia application, which
account for 68.51% of a total of 23,162 reviews on the Google Play Store. This
research aims to identify the weaknesses or shortcomings of the Tokopedia
application based on negative sentiments or user complaints, which can be used as
a basis for service quality improvements. Data were collected using web scraping
techniques from user reviews over the period of February 2024 to February 2025.
The results of the analysis show that the most frequent negative feedback concerns
the fulfillment, website design, and reliability dimensions of the e-ServQual
framework, indicating major service quality issues. Sentiment analysis using the
Support Vector Machine (SVM) algorithm yielded a classification accuracy rate of
90.36%. Common issues included delayed product deliveries, an unresponsive user
interface, system errors in transaction processing, and slow responses from
customer service. Recommendations for improvement include monthly performance
evaluations, interface redesigns to enhance user-friendliness, improved verification
and data security systems, the provision of more accurate and real-time product
information, as well as the enhancement of personalization features and customer
service responsiveness in addressing complaints.100 PagesSkripsi Sarjan
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