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Menampilkan 1–2 dari 2 artikel
Analyzing Service Queue Performance at Fuel Stations Using Fishbone Diagram and Queuing Theory: Evidence from Surabaya–Gresik Toll Rest Area
Maya Sofiana
; Ulfi Pristiana
; Estik Hari Prastiwi
International Journal of Entrepreneurship and Management
Vol 2
, No 4
(2025)
This study aims to determine and analyze service waiting times, identify the root causes of long queues, and develop a strategy to improve service performance at the 5361137-gas station (SPBU) at the Surabaya-Gresik Toll Rest Area. The research method used is a mixed-methods approach with an exploratory sequential design. This study combines quantitative analysis using Queuing Theory to measure system performance (arrival rates and service times) and descriptive qualitative analysis using a Fish...
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An Evaluation of Service Quality at Laskar Buah Bojonegoro Using the Retail Service Quality Scale (RSQS) and Importance-Performance Analysis (IPA) Methods
Aghnia Layalia
; Ulfi Pristiana
; Estik Hari Prastiwi
International Journal of Entrepreneurship and Management
Vol 2
, No 4
(2025)
Laskar Buah is a modern retail chain specializing in the sale of fresh fruit. At present, the company operates one hundred branches across ten regencies. One of its outlets, Laskar Buah Ngumpakdalem, ranks among the top three branches in terms of transaction volume; however, it has received a considerable number of customer complaints regarding the quality of service provided. This situation has prompted management to conduct a thorough evaluation of the store’s service quality.This study was co...
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