Importance Performance Analysis Method Research Articles

Exploring Consumer Preference for Sustainable Design Attributes in Music-Inspired Products: Integration of Sustainable Development Goals

Music, as a transcultural art form, offers auditory enjoyment and conveys profound emotion and distinctive imagery. In the era of emotional consumption and within contemporary consumer culture, elements of musical imagery have become intricately entwined with product design, providing consumers with deeper visual and emotional experiences. We explored consumers’ cognitions and preferences concerning the integration of Sustainable Development Goal (SDG) indicators into the attributes of music-related imagery products. The Attractiveness Ergonomics IPA (Importance-Performance Analysis) and IRPA (Importance-Relative Performance Analysis) methods were used to evaluate attractiveness and impact on consumer satisfaction. The results showed how music-related imagery products integrate art, culture, and social responsibility to attain a more profound influence. They also unveiled product design elements such as “visual aesthetics” and “color selection” to attract consumers. Additionally, the significance of incorporating SDG indicators into the design of music-related imagery products was found to increase social responsibility and sustainable development. The study’s outcomes allow for a deeper understanding of consumers’ preferences and requirements concerning the design attributes with SDG indicators in music-related imagery products. Valuable insights for the design and marketing of such products propel the application and dissemination of sustainable development goals within the realm of music.

Application of the New Importance–Performance Analysis Method to Explore the Strategies of Rural Outdoor Dining Experiences in Taiwan

Taiwan is an island where the city and nature combine to become the most beautiful open-air museum in the world, known as Formosa. With climate change and industrial development as the main changes in consumption behavior, the integration of ecology, the environment, and agriculture into food culture is gradually becoming valued in Taiwan. This study explores the quality of the rural outdoor dining experience in Taiwan; therefore, questionnaires were distributed to outdoor dining attendees from the north, central, south, and east, and we obtained 396 valid questionnaires. The rural outdoor dining satisfaction experience can be improved using the innovative New Importance–Performance Analysis (NIPA) model, which is based on the original IPA methodology but modified by the performance of the risk management judge. Additionally, we applied the zone of tolerance (ZOT) to evaluate the quality of priority and the importance–performance analysis (IPA) to make innovation decisions. The model also encourages decision-makers to consider environmental factors and customer feedback. It has not only been used to measure customer satisfaction, assess customer behavior, identify customer needs, and determine areas where quality needs to be improved, but it can also be used to measure the success of business decisions and identify potential areas for improvement. The results show that rural outdoor dining experiences in Taiwan have led to the development of a low carbon economy and a new business model for operators in order to follow the result of NIPA and develop service marketing strategies.

Kombinasi Metode Webqual 4.0 dan Importance Performance Analysis pada Pengukuran Kualitas Website Stock Exchange

Interest in stock investment in Indonesia is still relatively low compared to other countries, data shows that the population of productive age has reached 189 million, but there are only 4.16 million retail investors in the capital market with an involvement ratio of around 2.2 percent. This shows that the participation ratio of the Indonesian population in investing in shares is less than 5 percent, which is far behind other countries such as the United States (55 percent), Singapore (26 percent) and Malaysia (9 percent). The lagging interest in investing is due to a lack of understanding of digital literacy in investing. This needs to be overcome by increasing the digital literacy understanding of the Indonesian people regarding investing in shares. The webqual 4.0 method is a method used to measure the quality of the stock exchange information system website in Indonesia, namely IDX.co.id, through the use of three measurement variables, namely in terms of usability, information quality, service interaction quality. In addition, the Importance Performance Analysis (IPA) method is applied to carry out performance assessments on expectations of website quality. It can be measured to identify indicators according to user preferences, then the results of these measurements are used to identify indicators that need to be improved on the IDX information system so that can improve user experience, as well as increase digital literacy of stock investment in Indonesia. This research collects information from users through questionnaires which are processed using the linear regression analysis method. The research results show that users are satisfied with the current IDX Website in terms of Usability, Information Quality and Service Interaction Quality, indicated by the T-Statistics value which is higher than the T-Table. So that the public's understanding of digital stock investing literacy facilitated by the idx.co.id website is good. However, based on the Importance Performance Analysis analysis, improvements still need to be made to indicators in quadrants I and III which have low performance. Recommended improvements include improving site navigation, implementing SEO, site redesign, increasing credibility, reorganizing menus, content audits, and increasing user interaction.

Analisis Tingkat Kepentingan dan Kepuasan Konsumen Terhadap Penerapan Keamanan Pangan di Toko Brownies Cinta

<em>This study aimed to determine the level of interest and consumer satisfaction with implementing food safety in Brownies Cinta Mojosongo Urban Village, Surakarta. This quantitative descriptive study uses a sample of 100 Brownies Cinta customers who have visited Brownies Cinta twice. Data collection uses the survey method, and data analysis uses two analytical techniques: the CSI (Customer Satisfaction Index) method and the IPA (Importance Performance Analysis) method. The results showed that the order of importance of food safety indicators from the most important were buildings and facilities, production equipment, storage, production location/environment, process control, employee health and hygiene, water supply, hygiene facilities (hand washing), employee training, facilities hygiene (COVID protocol). The analysis results on the CSI method obtained a value of 84.54%, which means that consumers are satisfied with the food safety implementation carried out by Brownies Cinta Mojosongo. The analysis using the IPA method shows that the food safety indicator that needs to be improved is the production location/environment.</em>

Analysis Of Customer Satisfaction With Packaged Drinking Water Products Using Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods

PT. XYZ is a bottled mineral water manufacturer in Gresik, striving to deliver customer satisfaction and stay competitive. This study aims to quantify consumer satisfaction with PT. XYZ's product quality. We collected data through a questionnaire and analyzed it using the Servqual method and Importance Performance Analysis (IPA). The questionnaire included nine quality attributes, categorized into five dimensions. IPA was utilized to prioritize service quality attributes. The Servqual method revealed a negative gap, indicating suboptimal service. The Cartesian IPA diagram highlighted two critical areas for improvement: enhancing staff interaction during service and improving personnel demeanor, specifically their politeness, and friendliness. These improvements are vital as they align with consumer expectations and are essential for enhancing overall service quality at PT. XYZ. Keywords: Service Quality, Importance Performance Analysis (IPA), SERVQUAL

Analysis of Service Quality Using Potential “Gain in Value” Method in Outpatient Polyclinic of X Hospital in Bali

Private hospitals continue strive to improve patient satisfaction. In measuring the level of satisfaction of hospital patients, currently the IPA (Importance-Performance Analysis) method can be used. Even though the IPA score is high, in reality there are still complaints from people who are undergoing outpatient care. This is because the hospital has not prioritized what services need to be repaired and improved. The purpose of this research is to find out which attributes need to be prioritized in improving hospital services. This study uses Potential Gain in Customer Value (PGCV) method. Data were collected through questionnaires distributed to 30 patients undergoing outpatient care. Respondents were randomly selected from various age groups and backgrounds. Subsequently, the data were analyzed using the PGCV method to identify which attributes have the highest potential value gain. The research findings indicate that the attribute requiring improvement is "Patient administration department is responsive to patient problems", while the last priority is "Availability of information about service procedures". Recommendations based on these findings include conducting routine training for patient administration staff on the importance of effective communication and empathy towards patient concerns. Additionally, emphasis should be placed on interpersonal skills, complaint handling, and problem resolution, ensuring that administrative staff have open channels of communication to promptly receive and address such reports.

An improved IPA approach driven by big data and its application to customer satisfaction research of energy-saving appliance

Against the backdrop of increasing global demand for reducing greenhouse gas emissions, promoting the use of energy-saving and environmentally friendly products has become a crucial aspect of low-carbon economic development. Customer satisfaction plays a vital role in the promotion of these products. To address the challenges of dealing with big data in the conventional customer satisfaction analysis tool, Importance Performance Analysis (IPA), a machine learning-based method is proposed to improve IPA. Firstly, the Latent Dirichlet Allocation (LDA) model is used to capture users’ opinions on different product topics. Then, the Support Vector Machine (SVM) and Random Forest (RF) algorithms are employed respectively to assess the satisfaction and importance of product attributes, enabling an objective measurement of customer satisfaction and adapting to the current trend of big data. The proposed method is applied to the analysis of water heater satisfaction on the JD platform, obtaining satisfaction levels for 10 topics. The research findings demonstrate that the improved IPA method based on SVM-RF effectively explores customer satisfaction and can provide some improvement strategies for platform managers and manufacturers.

Optimalisasi Tarif Layanan dengan Memperbaiki dan Meningkatkan Kualitas Pelayanan di Loka Litbangkes Pangandaran

In Indonesia, non-tax revenue is the second-largest source of state revenue, following tax revenue, and is expected to continue to increase in the future. To optimize non-tax revenue, tariffs are set, but using conventional However, if the tariff is set based on conventional methods, it can have a distorting effect. This study utilizes an activity-based costing system to establish service tariffs and assess quality at the Unit of Health Research and Development Pangandaran. An observational approach is employed, examining both primary and secondary data from a sample of 30 participants engaged in scientific tourism services and research collaboration. Technical terms are defined upon first use, and the language is objective, clear, and free of grammatical errors, following conventional formatting and citation guidelines. Non-probability sampling with a convenience approach was used. The data was evaluated using the activity-based costing system, servqual, and importance-performance analysis methods. The study conducted an importance-performance analysis of parameters related to cost and services with the goal of preserving the quality of service while avoiding high tariffs for users. Both rates were measured against the development efforts. The results showed that the scientific tourism rate yielded a cost of IDR5.884 and the research collaboration rate yielded a cost of IDR75.635, indicating a cost savings. Service quality attributes requiring improvement are responsiveness and assurance. Additionally, tangible elements and assurance must be aligned with tariff adjustments. This study offers valuable insights into setting non-tax state revenue tariffs in government work environments by emphasizing the quality of current services

Analysis Quality of Employment Information Systems Using Webqual 4.0 and Importance Performance Analysis Method

Information system quality analysis is an aspect that information system managers must pay attention to, especially to meet user needs, increase comfort, and increase user productivity. SISNAKER, as the main information system used by the Department of Manpower and Energy and Mineral Resources of Bali Province to support services to the community digitally, also requires a quality analysis process to ensure user comfort when interacting with SISNAKER. This research aims to measure the quality of the employment information system, often called SISNAKER belonging Department of Manpower and Energy and Mineral Resources of Bali Province based on user perceptions and provide recommendations to improve the system quality. SISNAKER quality is measured using a questionnaire based on domains of the WebQual 4.0 method especially, usability, information quality, and interaction quality parameters. Mapping recommendations to improve SISNAKER quality is made based on four priority quadrants of the Importance Performance Analysis (IPA) method. The sampling of research was based on a proportionate stratified random sampling technique, involving a total of 98 respondents. The results of the research show that the gap between performance and user expectations is 0.02, which means that system performance is in line with user expectations. Improvement is found in information quality and interaction quality parameters, with -0.02 gap, so it still needs improvement.

Analisis 5 (Lima) Tahapan Proses Keputusan Pembelian Terhadap Pengambilan Keputusan Mahasiswa Universitas 45 Surabaya Dalam Memilih Perguruan Tinggi

This research aims to find out and understand how University 45 Surabaya students make decisions in choosing a university which is analyzed through 5 (five) stages of the purchasing decision process, namely Problem Recognition, Information Search, Evaluation of Alternatives, Purchase Decision, and Postpurchase Behavior. The population in this study were all active students in the 2014-2016 academic year at University 45 Surabaya. Determining the sample for this study used probability sampling with proportional sample strata. The type of research is qualitative research. The analytical tool used is a descriptive statistical method through calculating the size of central tendency by looking for the average value (mean) at the Problem Recognition, Information Search, Evaluation of Alternatives, Purchase Decision stages, and the IPA (Importance-Performance Analysis) method for the Postpurchase Behavior stage which is used to rank various elements of service quality through the aspects of Expectation (expectations) and Performance (performance). Research results in stage I Problem Recognition (Problem Recognition), there is a total score of 371 with an average value of 74.20 and the lowest namely 322 with an average value of 64.40. where the total average is 712.40. At the Information Search stage, the highest total score was obtained, namely 378 with an average value of 75.60 and the lowest total score was 244 with an average value of 48.80, where the total average was 679.00. At the Evaluation of Alternatives stage, the highest total score was obtained, namely 378 with an average value of 75.60 and the lowest total score was 241 with an average value of 48.20, where the total average was 661.00. At the Purchase Decision stage, the highest total score was obtained, namely 369 with an average value of 73.80 and the lowest total score was 262 with an average value of 52.40, where the total average was 812.60.

Mengukur Indeks Kepuasan Mahasiswa Fakultas Ekonomi Universitas 45 Surabaya Terhadap Variabel Layanan Akademik

This research aims to determine the quality of service at the Faculty of Economics, University 45 Surabaya. The population used as subjects in this research was 300 students from the Faculty of Economics, University 45 Surabaya. Determining the sample in this study used probability sampling with proportional sample strata. The results of the analysis using the Importance Performance Analysis (IPA) method show that the services that occur are not running effectively. In the results of the science map graph, there are variables that the faculty should pay special attention to, namely the physical evidence variable. This variable is considered important and is highly expected by students, but the performance shown is low. The variable whose performance must be maintained is the guarantee variable. The variables of responsiveness, reliability and empathy are variables with a low level of hope/importance but the existing performance has been running very well. The author's suggestion is that the faculty continue to maintain the performance of the assurance variable, concentrate more on improving the performance of the physical evidence variable and the responsiveness, reliability and empathy variables which are already running well.

Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Methods for Intermediate Public Transport System in Imphal, Manipur

Intermediate Public Transport (IPT) system plays an important role in the overall efficient and effective operation of a transportation system in a city area. Efficient operation of the IPT is a key factor for the improvement of living conditions of the public. The exploration of service quality of IPT is necessary to provide a better service and improving the economic condition of the state. In this paper, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods has been discussed to determine the level of satisfaction of IPT (Auto/Shared Auto/E-rickshaw) commuters in the capital city of Manipur state. A questionnaire survey was conducted regarding the customer level of satisfaction in various wards in the Imphal Municipality area. From the study it was observed that CSI is half of the total IPT commuters which indicate unsatisfactory for the present condition. The study using the IPT method also shows that four attributes are in the top priority, three attributes are to be maintained, eight attributes have low priority, and six attributes have excess priority.

ANALISIS TINGKAT KEPUASAN PELAKU USAHA MIKRO DAN KECIL TERHADAP PELAYANAN SERTIFIKASI HALAL SELF DECLARE

Abstract. The halal product process assistant (P3H) plays an important role in managing self-declaration halal certification, namely as a person who assists micro and small entrepreneurs (MSEs) to declare the halalness of their digital-based products. Services that are not maximized can reduce the trust and number of MSEs to take care of halal certificates. The originality of this research lies in a comprehensive study of business actor satisfaction with P3H performance. This study aims to identify and measure business actor satisfaction and analyze attributes that are very important in influencing the quality of P3H services. The respondents of this study were 100 MSEs who had obtained halal certificates through P3H assistance. The research method is the Importance Performance Analysis (IPA) method which is then plotted using the Cartesian Diagram and the Customer Satisfaction Index (CSI) method. The results showed that the IPA calculation had a suitability level value of 97.75% and on the Cartesian Diagram of 19 attributes there were 2 attributes that required improvement and improvement, namely attribute number 3 (tangibles) and 16 (assurance). The results of the calculation of the Customer Satisfaction Index (CSI) method get a score of 88.51%, indicating that MSE businesses feel "very satisfied" because the score is in the scale range of 81% to 100%, so it can be said that P3H's performance is very good. This study implies that P3H must continue to improve service quality, especially attributes whose service value is less than satisfactory and can maintain or improve attributes that are very important and very satisfying in order to increase satisfaction with self-declare halal certification services.

Analysis of student satisfaction with the quality of academic library services at state Christian religious higher education institutions

This study aimed to obtain accurate information about the student satisfaction level with academic library services in State Christian Religious Higher Education institutions and to evaluate the performance of each attribute service. A quantitative approach involving descriptive statistical methods was used. For data collection, a questionnaire comprising 16 statements, validated by five experts, was employed and the data were gathered from 382 students across three participating State Christian Religious Higher Education institutions. The data analysis employed descriptive statistical methods and involved the use of the Customer Satisfaction Index (CSI) formula and the Importance Performance Analysis (IPA) method. The results showed that the percentage of overall student satisfaction level for academic library services was 66.24%, indicating students were largely content with these services. However, there was room for improvement in the performance of these services. This study identified certain service attributes such as internet accessibility, library collection, library catalog system, timeliness of library opening and closing, library staff readiness, and the speed of library staff in handling requests, which were found to provide low satisfaction levels to students. A comprehensive performance evaluation for each academic library service attribute resulted in a mapping visualized through the four quadrants of the Cartesian diagram. The management of the State Christian Religious Higher Education must develop various facilities for library operational support and also staff competencies to improve the academic library services.

Evaluasi dan Strategi Pengembangan Desa Wisata dengan Importance-Performance Analysis (IPA)

The purpose of this research is to evaluate and determine the right strategy for the development of tourist villages in the Borobudur Temple area. The research emphasizes the aspect of customer satisfaction as the main study material and performs an analysis using the Importance-Performance Analysis method. The results show that there are indicators that become achievement priorities, top priorities, low priorities and excessive priorities in each tourist village. From the results of the evaluation, a strategy was set for the Karanganyar Tourism Village which leads to the improvement of human resources with the addition of management skills, the Tuksongo Tourism Village the need for renewal of accessibility which should also be supported by the local government, and the Wanurejo Tourism Village the need for the application of information systems on social media and the website to support the tourists in seeing the tours offered by the village.

Strategies to Improve Intermodal Transportation Connectivity Services in North Maluku

Sea transport is one of the modes of transport providing great benefits such as a wide range, tariffs that are affordable to the public, safe and comfortable. To support the integration of the implementation of intermodal transport, it is necessary to integrate the service network, and the transportation infrastructure network. The purpose of this study is to determine the level of intermodal transportation services at Kupal Port, Bacan Island, South Halmahera Regency and the analysis method used was the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI). The results of the study obtained the average satisfaction index value of Kupal Feeder Port service users on 16 (sixteen) service factors or attributes of 78.97 percent in the satisfied criteria.

Importance and Performance Analysis of Construction Management Activities in Construction Projects in Pulang Pisau Regency Based on Contractor Perceptions

Construction is a system that always involves many parties from the planning, implementation (doing), until controlling which in the process can cause problems that will affect project performance. In the implementation of construction projects, problems often occur, including the extension of work execution time, delays, additional project costs and work results that are not in accordance with the planned quality. This study aims to identify and make instruments measuring the effect of management activities on the performance of construction projects in Pulang Pisau Regency. There are 120 variables used to measure project management performance from two viewpoints of the level of satisfaction/perception and interests/expectations. Then an evaluation using the Importance Performance Analysis (IPA) method is performed. From the results of the analysis by the Importance Performance Analysis (IPA) method it can be seen that project management activity variables are the top priority that need to be improved in order to improve construction project performance, including 12 variables which are divided into 4 variables each at the planning stage, 3 variables at the implementation stage, and 5 variables at the control stage.

An Importance-Performance Analysis of Accessible Tourism: A Tourist and Resident Perspective with Empirical Insights from Phuket

The fundamental principle of accessible tourism revolves around advocating for the inclusion and empowerment of individuals with disabilities, aiming to facilitate complete engagement for individuals with disabilities within tourism experiences. Previous research established a five-dimensional exploratory framework revealing several barriers that prevent Phuket Island from fully engaging in accessible tourism and increasing its global market share in this emerging market segment. This study sought to build upon previous findings by empirically investigating these barriers through the utilization of the importance-performance analysis method. Methodologically, survey data was collected from 391 tourists and residents in Phuket. The findings align with previous research, highlighting the preparedness of Phuket's international airport, diverse luxury accommodation options, and internationally accredited medical facilities. These elements stand out as exemplary in meeting the needs of accessible tourism. Conversely, the present infrastructure, insufficient transportation systems, and limited recreational options pose significant challenges, marking them as pivotal bottlenecks. The article discusses practical implications to rectify these limitations and advances the discussion about using the importance-performance analysis as a managerial tool to evaluate the quality of tourism experiences in the context of accessible tourism.

Importance-Performance Analysis of Clinical Forensic Services Quality at Bhayangkara Hospital Pekanbaru, Indonesia.

Service quality improvement efforts must focus on the utilisation of resources for continuous quality improvement. The importance-performance analysis (IPA) method is useful in finding service quality items that require corrective action. This study implemented the IPA method to obtain items that should be prioritised in improving the quality of a hospital's clinical forensic services. A cross-sectional study of 284 clinical forensic patients at Bhayangkara Hospital, Pekanbaru, Indonesia was conducted. Self-administered and paper-based questionnaires, specifically the modified service quality (SERVQUAL)-based questionnaire, were used as the study instruments. Twenty-two service quality items were used as indicators and they were divided into five dimensions of service quality: i) reliability, ii) responsiveness, iii) assurance, iv) empathy and v) tangibility. The data were analysed using the IPA method. The results showed that only seven items had a gap and a level of conformity that met the expectations of clinical forensic patients. Improvements in service quality should prioritise four items: i) providing a more private examination room for clinical forensic patients, ii) improving healthcare workers' understanding of patient needs, iii) improving the readiness of healthcare workers to conduct examinations and iv) enhancing the clarity of information about examination procedures. The IPA method yielded several high-priority items that need to be improved; therefore, the hospital must focus on improving the quality of clinical forensic services.

Importance Performance Analysis (IPA) of Patient Satisfaction with Fuzzy Logic at the Rumbai Maternity Clinic

This study focuses on the level of patient satisfaction at the Rumbai Maternity Clinic. Quality of service is the main key that influences patient trust and satisfaction with this health facility. Therefore, the purpose of this study was to analyze patient satisfaction with the Importance Performance Analysis (IPA) method using fuzzy logic. This study will identify service attributes that are considered important by patients and evaluate the extent to which patient expectations have been met at the clinic. Attributes studied include cleanliness of facilities, courtesy of medical staff, availability of medicines, quality of medical services, information conveyed to patients, and others. The (IPA) method will help measure the level of importance and performance of each service attribute based on patient perceptions. Fuzzy logic is used to overcome the complexity and subjectivity of assessing patient satisfaction. The results of this study are expected to provide a comprehensive picture of patient perceptions and satisfaction at the Rumbai Maternity Clinic. Clinical management can use the results of this study to identify service improvement priorities and increase patient satisfaction. The scientific contribution of this research lies in combining the IPA method and fuzzy logic in the analysis of patient satisfaction. Thus, this research has the potential to help improve the quality of health services at the Rumbai Maternity Clinic and can be applied as a guide for developing similar methods in other health facilities.