Journal of Industrial Engineering & Management Research

The Influence of Government Fleet Maintenance Service on Client Satisfaction: A Case of Tanzania Electrical and Mechanical Services Agency

Husein Abubakari Hancha, Francis Muya — Tue, 14 Oct 2025 07:37:34 +0700

This study evaluates how the quality of government fleet maintenance services influence client satisfaction at TEMESA in Tanzania. It focused on five main service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research followed a positivist philosophy and a deductive approach, using a cross-sectional design to collect quantitative data. A sample of 201 employees from NHIF, TANESCO, and TRA in Dar es Salaam was selected through simple random sampling. Data were gathered using structured questionnaires and analysed using SPSS, employing descriptive statistics such as means and standard deviations, as well as inferential analyses including correlation and multiple regression. The findings revealed mixed results. Tangibility and assurance showed no significant influence on client satisfaction, indicating they did not play a major role in improving fleet maintenance service quality. On the other hand, reliability and responsiveness had significant positive influence, meaning that when services were dependable and promptly delivered, clients were more satisfied. Interestingly, empathy had a significant but negative influence, suggesting that too much personal concern or emotional involvement from service providers could reduce satisfaction. The study concludes that improving reliability and responsiveness is crucial for enhancing client satisfaction in government fleet maintenance. However, managing empathy appropriately is necessary to prevent dissatisfaction. It recommends that TEMESA strengthen systems to ensure timely and reliable services and train staff to maintain professionalism while interacting with clients. The study provides useful guidance for public institutions to improve service quality and enhance customer satisfaction.

The Role of the Indonesian Navy in Human Resource Planning to Support the Free Nutritious Meal Program in Strengthening National Defense

Ilham Topani, Arief Budiman, Agung Setiawan — Tue, 14 Oct 2025 00:00:00 +0700

Healthy and qualified human resources (HR) are key to supporting national defense, as they contribute optimally to the defense sector. The free nutritious meal program launched by the Indonesian government aligns with the 2025 global nutrition targets, aiming to improve the nutrition of schoolchildren and pregnant women, as well as address issues such as stunting, anemia, and wasting. While this program has significant potential to enhance national resilience, challenges such as a lack of trained personnel and ineffective coordination need to be addressed. This study aims to analyze the role of the Indonesian Navy (TNI AL) in HR planning to ensure the program's effectiveness and create healthy and productive human resources. The research method used is qualitative. The findings show that there are three main challenges in the implementation of the free nutritious meal program in Indonesia: the shortage of trained personnel, food distribution gaps in remote areas, and ineffective inter-agency coordination. The TNI AL can help address these issues by improving HR planning, providing competency-based training, and utilizing technology for more efficient distribution. Furthermore, enhancing inter-agency coordination through cross-sectoral teams and an integrated information system can strengthen the program's effectiveness and ensure equitable nutrition across Indonesia.

Optimization of Human Resource Planning to Support the Free Nutritional Meal Program in Order to Achieve a Strong National Defense

Hendra Tri Ariska, Achmad Faisol, Panji Agung Nugroho — Tue, 14 Oct 2025 00:00:00 +0700

The free nutritious meal program initiated by the Prabowo-Gibran administration in the 2024 election aims to improve the nutrition and health of children, especially in remote areas, by providing free lunch and milk in schools and pesantren. This program targets more than 82 million people and requires an annual budget of Rp 450 trillion. While it has gained support due to its potential benefits for children’s health and performance, it also faces criticism as a consumptive policy. Countries such as the United States and Finland have successfully implemented similar programs with positive impacts on health and the economy. This research aims to analyze the role of the Indonesian Navy (TNI AL) in human resource (HR) planning to support the free nutritious meal program. The research method used in this study is qualitative. The findings indicate that the success of the free nutritious meal program in supporting national defense depends on the role of the TNI AL in addressing three key factors: HR competency, logistics management, and oversight. The TNI AL can enhance HR competency through structured planning and competency-based training, improve logistics efficiency by forming cross-sectoral coordination teams, and ensure optimal oversight with trained monitoring teams and technology-based monitoring systems.

Case Study of the Russia-Ukraine War from the Perspectives of Strategy and International Relations and Its Implications for the Indonesian Navy

Agung Suhendra, Budi Darmawan, Dany Wira Nugraha — Tue, 14 Oct 2025 00:00:00 +0700

The relationship between Russia and Ukraine prior to the 2022 conflict was marked by tension, driven by issues of territorial boundaries, political identity, and economic interdependence, with Russia seeking to maintain its influence over Ukraine. Tensions escalated after Ukraine halted negotiations with the European Union in 2013, triggering the Euromaidan protests and worsening bilateral relations. Although Ukraine strengthened ties with the EU and sought NATO membership, Russia’s threats to these aspirations culminated in Russia’s military invasion on February 24, 2022, after Volodymyr Zelenskyy defied these threats and pursued his plans. The aim of this study is to analyze the Russia-Ukraine war from the perspectives of strategy and international relations, as well as its implications for the Indonesian Navy. This research adopts a qualitative approach. The findings show that the Russia-Ukraine war reflects a long-standing geopolitical and geo-economic tension between the two nations, triggered by differences in political orientation, identity, and control over strategic territories. The conflict highlights the significance of political identity and international alliances in shaping the direction of war and how geopolitical dynamics can lead to open conflict. In facing this war, Russia relied on its large conventional military strength to quickly defeat Ukraine, while Ukraine, despite limited resources, leveraged international support to strengthen its resilience. The impact of the war is far-reaching, affecting not only the two countries but also global stability through disruptions in energy supplies, economic downturns, inflation, and food crises.

Optimization of the Role of Naval Intelligence to Support Lanal Denpasar in Enhancing Security in the Bali Waters

Samsul Rachmad Hidayat, Muhammad Zulkifli, Dewadharu Achsyan — Tue, 14 Oct 2025 00:00:00 +0700

— Indonesia's geographical location, situated at the crossroads of two oceans and two continents, makes it vital in global maritime trade and communication routes. The waters of Bali have a high shipping traffic density and face potential maritime threats such as smuggling, illegal fishing, and transnational crimes. The Indonesian Navy, through Lanal Denpasar, plays a crucial role in maintaining security and conducting early threat detection in these waters. However, Lanal Denpasar faces challenges related to the limited quantity and quality of intelligence personnel, as well as inadequate intelligence facilities and infrastructure, which hinder the effectiveness of the Navy's intelligence role. This study aims to analyze the role of naval intelligence in supporting Lanal Denpasar to enhance security in the Bali waters. The research method used in this study is qualitative. The findings suggest that increasing the number and quality of trained intelligence personnel in the Bali waters, along with fulfilling the necessary intelligence infrastructure, is crucial for detecting threats such as smuggling and illegal fishing. Through inter-agency cooperation and the utilization of advanced technology, this policy aims to strengthen early detection, quick response, and maintain maritime stability and national sovereignty. This effort is expected to enhance security and support more effective security policies in the Bali waters.

Optimization Of Kri Maintenance in the Refurbishment Program to Support Improving the Readiness of Defense Equipment

Yudi Handoko , Eko Arie Kurniawan, Richard Martogi Pardede — Thu, 16 Oct 2025 00:00:00 +0700

This research examines the optimization of KRI (Republic of Indonesia Navy Ships) maintenance in the Refurbishment Program to support the readiness of defense equipment (Alutsista). The study aims to provide an overview and solutions to the challenges faced in the refurbishment program as an effort to accelerate the enhancement of Alutsista readiness, given the current aging condition of KRIs and budget constraints. The research is based on optimization theory, refurbishment theory, and defense equipment readiness theory. The study employs a descriptive qualitative method using tools Nvivo 12 and SWOT analysis, with data collected through interviews and literature reviews. The findings highlight several key issues in the refurbishment program, including frequent equipment damage, limited budget availability, ship automation and digitalization, declining performance of sensor and navigation systems, and human resource and technological constraints. While current human resources and supporting technology are capable of implementing refurbishment planning and execution, maintenance systems often fail to adhere to schedules due to hindering factors such as extensive coordination gaps, budget limitations, reliance on imported components, and technological restrictions. The study concludes that maintenance conditions, import dependency, and technological limitations in the refurbishment program can be addressed through improved coordination, adoption of new technologies, KRI identification, life cycle-based approaches, integration of technical efficiency, workforce optimization, and stakeholder synergy.

Exploring perceptions of intracity vehicle owners on adopting compressed natural gas (CNG) as an alternative fuel in Dar es Salaam City, Tanzania

Josephat D. Msomi, Clashon L. Onesmo — Sun, 19 Oct 2025 00:00:00 +0700

The rapid expansion of urban areas in developing countries has significantly increased transportation demand, leading to air pollution and posing serious health and environmental risks. This situation calls for alternative fuels, especially in the transport sector. Thus, this study aimed to understand how vehicle owners within the city perceive the adoption of CNG as an alternative fuel in Dar es Salaam, Tanzania. A sample of 384 participants was selected using stratified and purposive sampling methods. Data collection involved questionnaires via Google Forms and interviews. The data were analyzed descriptively and inferentially using IBM SPSS version twenty seven (27) and Microsoft Excel, with both descriptive and inferential methods. Results indicate that while general awareness of CNG is moderate, those with direct experience have a much better understanding of its environmental and cost-saving advantages. Adoption is limited by technical knowledge gaps and infrastructure issues. Still, attitudes toward adopting CNG are mostly positive, driven by economic and environmental concerns. The study highlights the need for public campaigns and supportive legal and institutional frameworks to increase awareness and convert positive attitudes into actual use, offering valuable guidance for policy efforts to promote sustainable urban Transportation.

MINING STRATEGY AS FORWARD DEFENSE IN FACING THE THREAT OF AMPHIBIAN OPERATION INVASION IN THE WATERS OF THE RIAU ARCHIPELAGO

Lucky Silviana Hermanto, Achmad Faisol, Mochamad Achnaf — Wed, 22 Oct 2025 10:03:43 +0700

This study explores the formulation of a naval mine warfare strategy as a form of forward defense in response to potential amphibious invasion threats in the strategic waters of the Riau Archipelago. Employing Colin S. Gray’s military strategy theory—which emphasizes the link between military power and political objectives—and the policy implementation theory of Mazmanian and Sabatier, the research formulates three main strategies: the phased procurement of new mine warfare vessels, the modernization of modular detection systems, and the enhancement of human resource capacity. These strategies are analyzed using a qualitative approach through SWOT analysis and are designed to involve inter-agency synergy among the Indonesian House of Representatives (Commission I), the Ministry of Defense, the Armed Forces Headquarters (Mabes TNI), and the Navy Headquarters (Mabes TNI AL) to ensure effective implementation on the ground. The findings highlight the importance of policy integration, budgetary support, and technical-operational readiness in establishing a maritime defense posture that is adaptive and responsive to regional threats

The Influence of Customer Service Quality on Supply Chain Performance

Joseph Lumanga, Francis Muya — Thu, 23 Oct 2025 00:00:00 +0700

This study assessed the influence of customer service quality on supply chain performance in logistics firms in Tanzania, focusing on the five dimensions of service quality: responsiveness, reliability, empathy, assurance, and tangibility. A correlational research design was employed to measure the relationships among these variables. Data were collected from 233 employees across Tanzania Electric Supply Company Limited (TANESCO), Simba Logistics, and Raphael Logistics using structured questionnaires based on the SERVQUAL model, with responses measured on a five-point Likert scale. Data analysis was conducted using IBM SPSS Statistics Version 27, employing both descriptive and inferential statistics. The results indicated that all five service quality dimensions had a statistically significant and positive influence on supply chain performance, with assurance and reliability demonstrating the strongest effects. The study concludes that enhancing customer service quality is crucial for improving operational efficiency, coordination, and supply chain performance. Accordingly, it recommends that logistics firms invest in regular employee training, adopt advanced technologies, maintain modern facilities, and foster professional and empathetic customer interactions to strengthen service quality and achieve sustainable supply chain competitiveness.

The Integration of Modern Technology in Railway Operations : A Case of Tanzania's Standard Gauge Railway

Yasinta Richard Vicent — Thu, 23 Oct 2025 00:00:00 +0700

This study examined the impact of modern technology integration on the operational efficiency of Tanzania’s Standard Gauge Railway (SGR). With growing demand for reliable, safe, and efficient rail services, the research evaluated how automation, safety and security systems, and digital ticketing platforms influence service quality and operational performance. Data were collected from 76 participants including engineers, operations managers, security personnel, ticketing officers, and passengers using structured questionnaires, with 68 responses analysed. A descriptive quantitative design was employed, utilizing descriptive statistics to capture perceptions of technology use and multiple linear regression to explore relationships between technology variables and operational efficiency. Results showed positive perceptions of technological advancements, highlighting improvements in scheduling accuracy, fraud reduction, and passenger management. However, regression analysis revealed that while technology variables had positive effects, none were statistically significant predictors of efficiency at the 5% level. Multicollinearity, particularly between automation and safety systems, was noted, indicating overlapping contributions. The study concludes that although technology has enhanced key SGR functions, its full potential remains untapped. Recommendations include improving system interoperability, enhancing staff training, and adopting integrated strategies for operational advancement. These findings offer valuable guidance for policymakers and railway stakeholders aiming to modernize and optimize Tanzania’s rail transport.

The Impact of Standard Gauge Railway Transport Service Quality on Customer Satisfaction: A Case of Dar Es Salaam to Dodoma route, Tanzania

William A. Malugu — Thu, 23 Oct 2025 00:00:00 +0700

This study investigated how different service quality dimensions affect customer satisfaction with Tanzania’s Standard Gauge Railway (SGR) services. Motivated by growing demand for efficient and customer-focused rail transport, the research employed a quantitative design, surveying 168 passengers using structured questionnaires. The objective was to understand how elements like assurance, reliability, tangibility, responsiveness, and empathy influence passenger satisfaction and to provide actionable insights for improving SGR operations. Descriptive statistics summarized passenger perceptions, while multiple regression analyzed the strength and significance of each service quality dimension’s impact. Results showed that assurance, reliability, and tangibility positively and significantly influenced customer satisfaction, highlighting passengers’ appreciation for skilled staff, dependable services, and a clean, modern railway environment. In contrast, responsiveness had a weak, insignificant effect, and empathy unexpectedly had a significant negative impact, indicating possible issues in how staff address individual passenger needs. Assurance and reliability emerged as the strongest predictors of satisfaction, followed by tangibility. The study recommends that management investigate the negative perception of empathy, potentially through staff training on inclusive and personalized care, and enhance responsiveness by improving complaint handling. Continuous investment in infrastructure and cleanliness is also advised to maintain and increase passenger satisfaction.

Staff Responsiveness and Passenger Satisfaction in Tanzania’s Standard Gauge Railway Services

Tamimu Mrisho, Laurencia Massawe, Clashon Onesmo — Sun, 26 Oct 2025 00:00:00 +0700

This study examined the influence of staff responsiveness on passenger satisfaction in Tanzania’s Standard Gauge Railway (SGR) services. Staff responsiveness forms a critical component of service quality in transport operations, encompassing prompt assistance, courteous communication, and professional interaction between service providers and passengers. Using a mixed-methods approach, the study collected quantitative data from 117 passengers through structured questionnaires and qualitative data from key informant interviews. Quantitative results showed that respondents were generally satisfied with staff responsiveness, recording high mean scores for prompt response, courtesy, and assistance (mean values ranging between 3.81 and 4.13). However, regression analysis revealed that staff responsiveness had an insignificant statistical influence on overall passenger satisfaction (R² = 0.013; p > 0.05). Qualitative results complemented these findings, indicating that while passengers appreciated politeness and professionalism, responsiveness alone did not fully determine satisfaction due to communication challenges and limited staffing during peak hours. The study concludes that passenger satisfaction in SGR operations is multidimensional and depends on the integration of staff responsiveness with other service quality factors such as scheduling and facility standards. It recommends continuous staff training, improved communication systems, and coordinated service delivery to enhance passenger experience.

Public Transport Challenges on User Satisfaction in Cities: A Case of Dar es Salaam

Charles Michael, John Layaa — Mon, 27 Oct 2025 00:00:00 +0700

This study examined the challenges of public transport and how they affect passenger satisfaction in Dar es Salaam City. The main goal was to understand how the quality of transport infrastructure, social factors, and daily transport operations influence how satisfied commuters are. A quantitative research approach with an exploratory design was used. Out of 384 targeted participants, 315 valid responses were received, giving an 82% response rate. The results showed that the average ratings for transport infrastructure, social aspects, operational aspects, and satisfaction were around 2.85, meaning most passengers felt neutral about the quality of services. Correlation analysis found very weak and statistically insignificant links between the studied factors and user satisfaction. Similarly, regression results showed low explanatory power, with R² values between 1.3% and 3.0%. None of the studied factors had a significant impact on how satisfied users were. These findings suggest that user satisfaction in Dar es Salaam’s public transport is influenced by other unmeasured or personal experiences that go beyond service quality. The study adds to the discussion on urban transport by showing that traditional service factors do not always explain satisfaction levels in developing countries. It recommends that policymakers and transport authorities use more inclusive and feedback-based planning approaches that focus on passengers’ real experiences. The study also suggests further research on emotional and social aspects such as fairness, safety, and respect in service delivery, especially in fast-growing African cities with limited infrastructure.