Analisa Pengukuran Efisiensi Dengan Metode Data Envelopment Analysis (Dea) Di Heaven Store Surabaya Barat


Author (s)

(1) * Satya Swesty Widiyana   (Universitas Pembangunan Nasional "Veteran" Jatim)  
(2)  Rus Indiyanto   (Universitas Pembangunan Nasional "Veteran" Jatim)
(*) Corresponding Author



This study was taken from the problems in Heaven Store ranging from turnover does not reach the target, the different display products for each branch, and a just few reference customer visiting from problems in customer satisfaction. because the values of input and output obtained from each branch has a different values so demanding customers Heaven Store to correct weaknesses in the efficiency of customer service and satisfaction, then we tried to respond to the challenges of these improvements to the study "Analysis of Measurement Efficiency Services Methods Data envelopment analysis (DEA) In Heaven Store in West Surabaya "So in this study, researchers will assist the management

Heaven Store for measuring the level of efficiency that Heaven store along 5th branches can improve the quality of service by using data envelopment analysis (DEA), which is a methods that determine the level of efficiency similar organization where efficiency is not determined by the organization concerned. It is hoped this analysis will help the management to withdraw the customer so that the customer can buy the products that are sold in Heaven Store. After calculation of the mathematical model by referring to the calculation of the mathematical model DEA CRS, obtained the efficiency 0.8479688 on the fifth branch Heaven Store, then after an improvement in input and output according to the reference fixes the target model of DEA CRS, then the value of the relative efficiency DMU 5 can be increased from 0.8479688 (inefficient) to 1.000000 (efficient).


Keywords: Data Envelopment Analysis, customer satisfaction, efficiency


Data Envelopment Analysis, customer satisfaction, efficiency

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[1]. Bowlin,William F, 1998, "Measuring Performance: An Introduction to DataEnvelopment Analysis (DEA)", Departement of Accounting University of Northen Iowa.

[2]. Charnes, A., Cooper, W. W., Rhodes, E. 2000. “Measuring The Efficiency Of Decision Making Units”, European Journal Of Operational Research, Vol. 2, pp. 429-444.

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