Importance Performance Analysis Method Research Articles

Proposed Improvement of Trans Semanggi Suroboyo Services Using IPA and QFD Methods

The high intensity of private vehicle usage has led to uncontrolled road congestion. To encourage residents to switch to public transportation, the Surabaya City Government introduced Trans Semanggi Suroboyo. Trans Semanggi Suroboyo experienced a decrease in passengers in 2023, with a decline of 324,711 passengers. Based on a preliminary survey with direct interviews conducted with 35 Trans Semanggi Suroboyo passengers, frequent complaints were related to service and facilities. Therefore, it is important to analyze and propose improvements to the services of Trans Semanggi Suroboyo as public transportation in Surabaya. To enhance the quality of services and facilities, it is essential to identify and evaluate passenger perceptions using service quality dimensions based on the Decree of the Director General of Land Transportation Number SK.5923/AJ.005/DRJD/2016. The most important service quality priorities for passengers are measured using the Importance Performance Analysis (IPA) method. This research identified 9 critical attributes that require improvement. Subsequently, a service quality improvement design was developed using the Quality Function Deployment (QFD) approach through the House of Quality (HoQ) matrix, resulting in 5 priority technical responses. Based on these findings, a plan for improving the service and facilities of the Trans Semanggi Suroboyo bus was proposed to maintain the quality of public transportation services.

Integration of Importance Performance Analysis (IPA) and Kano Model to Improve the Manggarai Station Service Quality

Manggarai Station is one of the transit stations with the highest number of passengers and will become the first central station in Indonesia. However, the process of station construction and changes in transit patterns resulted in a significant increase in the number of passengers, which had an impact on the quality of services provided. There are many complaints made by passengers due to the buildup which results in the discomfort they feel when traveling at Manggarai Station. This research aims to determine the order of priority and strategies required for each service attribute using the integration of Importance Performance Analysis (IPA) and Kano, determine the causes of dissatisfaction and low performance received by passengers, and provide recommendations for improvements to the service quality of Manggarai Station. The methods used in this research are Importance Performance Analysis (IPA) and the Kano Model, then the results of both are integrated. Based on the processing results, the categorization results obtained using the IPA method were divided into four quadrants based on performance and importance, the Kano category results were based on satisfaction and dissatisfaction, and the IPA and Kano results were integrated. The results of the IPA and Kano integration show that 4 of the 14 service attributes are included in the Fatal category, which means that performance needs to be improved in order of top priority.

Quality Analysis Of Seameo Recfon Website Using The Webqual Method

his study aims to analyze and measure the quality of the SEAMEO RECFON website. The method used in this research is the Webqual method, which is a method or technique for measuring website quality based on end user perceptions which is used as the main reference with indicators of usability, information quality, and service interaction and the Importance Performance Analysis method. Data collection was carried out using a questionnaire of 50 questionnaires. The results showed that the level of user satisfaction with functionality has been achieved, while the level of user satisfaction with information quality has not been achieved, and the quality-of-service interaction has not been achieved. Based on the assessment of the three measurement dimensions, the usability dimension has a value of (0.245), the service interaction dimension has a difference or gap value of - (0.39) and the information dimension has a difference or gap value of - (0.26). Based on this, it can be concluded that the actual perception of quality has not been able to meet the ideal quality desired by SEAMEO RECFON website users, especially from quality attributes related to information on the website.

Building the right employee value proposition to retain millennial talents: A case study at a national bank in Indonesia

Bank ABC are dominated by the millennial generation, which makes up 65% of all employees. During the 2020-2022 period, there was an increase in the number of employees who resigned, most of whom were the millennial generation and had good performance. Meanwhile, in the next 3-5 years the millennial generation is projected to occupy strategic positions. Therefore, this study aims to develop employee value proposition (EVP) development strategy in the context of millennial talent employees’ retention. The research was conducted through a survey using Pawar and Charak's EVP Priority Model dimension guide, equipped with additional dimensions obtained from interviews with millennial employees with high potential and performance. The survey was filled by 366 millennial talent employees. The survey results were processed and analysed using the Importance Performance Analysis (IPA) method. Results related to priority EVP attributes for development (quadrant 1 IPA results) were obtained, namely: Career development, performance appraisal, workload, work-life balance, technological innovation, annual leave and performance-based remuneration. Based on the findings obtained, a model has been built which consists of three priority areas for EVP development, namely Leader's Future Development, Design of Organization, and Remuneration for Human Capital Sustainability (abbreviated to LDR – Leadership Development Remuneration Model), with four strategic program designs consisting of: (1) performance assessments that prioritize the principle of fairness,(2) acceleration of levels digital-based career and competency development, (3) workload analysis and job design that supports the future of work, and (4) development of competitive compensation with equitable principles.

Stakeholder Analysis of Indonesia's Trade the Regional Comprehensive Economic Partnership (RCEP) Actor Non-ASEAN

This study examines Indonesia’s trade relations with non-ASEAN member countries under the Regional Comprehensive Economic Partnership (RCEP). The RCEP, signed in 2020, presents Indonesia with significant opportunities to expand market access, particularly with key partners like China, Japan, South Korea, Australia, and New Zealand. However, challenges persist, particularly in terms of trade imbalances and competitive pressures. The research employs a mixed-methods approach, combining quantitative data from trade flow statistics and tariff reductions with qualitative insights from interviews and focus group discussions with key stakeholders. The Importance Performance Analysis (IPA) method was applied to assess the effectiveness of RCEP provisions. Results show that while Indonesia benefits from improved market access, significant trade deficits remain, especially with China and Australia. Stakeholders, including government agencies and private sector exporters, play pivotal roles in mitigating these challenges by addressing non-tariff barriers and enhancing trade facilitation. In conclusion, Indonesia must strategically leverage the RCEP framework to address trade imbalances and improve export competitiveness. Policy recommendations include enhancing stakeholder collaboration, improving infrastructure, and increasing awareness among small and medium enterprises (SMEs) to fully utilize RCEP benefits. These efforts will ensure Indonesia remains competitive in global trade.

Analysis of Service Quality Improvement Using Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) Methods (Case Study at PDAM Banggai Regency)

PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get a solution to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company can find out the attributes that need to be improved and maintained in service based on a Cartesian diagram and will produce a basis for customer satisfaction. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (- 1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are among the top priorities for improvement, namely the attributes contained in quadrant I. The four attributes that are the top priorities for improvement are the ease with which customers can submit complaints online to the PDAM, employees are responsive when answering complaints from customers through online media such as whatsapp, officers contact customers when they cannot fulfill the specified repair promise and the use of PDAM services Kab. Banggai is guaranteed to be safe when making payment transactions. The proposed improvements given to PDAM Kab. Banggai are Attribute D2, namely conducting a re- check before making payment bills to customers, collaborating with third parties such as banks and outlets (indomaret, alfamidi, etc.) and making payment applications directly linked to PDAM accounts so that there is no manipulation during the payment process. Attribute C2 is instilling a sense of responsibility in officers and openness to customers to contact customers as soon as possible if something happens or cannot fulfill the specified repair promise, the need to make SOPs so that they have standard provisions for contacting customers if they cannot fulfill repair promises and provide facilities to contact customers. Attribute C1, namely recruiting Customer Service and implementing a 24-hour work shift system to be available if there are complaints via messages or calls, implementing online complaint services for 24 hours to be responsive to answering customer complaints and providing social media accounts that are always updated to provide information about PDAM and responsive when there are complaints from customers online. Attribute B5, namely implementing a work shift system for officers who are available when there are complaints via messages or calls, implementing online complaint services through social media and providing media for customers to submit complaints online such as providing PDAM contact numbers that are always active 24 hours. For further research, it is hoped that it will be able to research to implement the proposed improvements provided and analyze the quality of service after implementing the proposed improvements provided by the author so that the effectiveness of the services that have been implemented can be known.

Analysis of The Level of Patient Satisfaction with Pharmaceutical Services In Xyz Regional Hospital Bandung Indonesia

Abstract Hospitals are health facilities that provide various services, one of which is pharmaceutical services. Pharmaceutical services are an activity organized to maintain and improve the health of patients. Patient satisfaction is an important indicator in achieving conformity with expectations in health services in hospitals. The level of patient satisfaction can be seen from good service. The purpose of this study is to determine and evaluate the level of patient satisfaction with pharmaceutical services at the XYZ regional hospital in Bandung, West Java. In this study, the application used in SPSS to process data with the methods used, namely the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI). This method is used to identify the level of importance of each service attribute and the priority of improvements that must be made by a hospital to determine the level of patient satisfaction. IPA analysis shows that the point included in quadrant I (high importance and low satisfaction) is R6, namely complete available drugs but in reality, the drugs are not available so this statement is considered important by patients because it has facts that are not yet appropriate and need to further improve their performance so that the service is more satisfying. Meanwhile, based on the results of the CSI analysis, it is known that the overall value of the respondent's satisfaction level for all attributes is 83.9%. So based on the satisfaction index patients are satisfied with pharmaceutical services at the XYZ Bandung Regional Hospital. Keyword: Patient Satisfaction, IPA, CSI, Hospital

ANALISIS KUALITAS PELAYANAN SISTEM X-RAY PADA PT PELINDO CABANG BENOA

This study aims to assess the service quality of the X-ray system at Benoa Port and provide recommendations for improving service quality at Benoa Port. The analysis methods used are the Service Quality (Servqual) method to identify gaps between the perceptions and expectations of passengers regarding service quality at Benoa Port and the Importance Performance Analysis (IPA) method to determine service improvement priorities. The sample of this study consisted of 96 cruise passengers in 2024. The result of the research using the servqual method indicate that there are gaps in all dimensions. The highest gap is in the tangible dimension with -0,49 and the lowest gap is in the assurance dimension with a gap of -0,24. Overall the average perception score is 3,80 and the average expectation score is 4,19, resulting in a gap of -0,39 and an average Q score of 0,91 indicating that the service quality provided almost meets the passengers expectations but is not yet perfect. The analysis result using Importance Performance Analysis (IPA) methode show a conformity rate (TKi) between importance and performance of 93,65%, indicating that the quality of the X-ray service system at Benoa Port meets the passengers expectations but still requires improvements. Based on the Cartesian Diagram, there are 5 attributes located in quadrant I, which means that improvements are necessary, consisting of the dimensions of tangibles, responsiveness, and empathy

Application of Importance Performance Analysis Method for Service Identification in the Learning Process

Application of Importance Performance Analysis Method for Service Identification in the Learning Process

Integrating importance- performance analysis into transboundary natural resource management of water trails: Case study at the Chattahoochee river national recreation area water trail in Atlanta, GA (USA)

Despite growth in National Water Trail designations year after year along with paddlesports popularity, there is little research on water trail users' experiences within transboundary managed water trail systems. Specifically, there is a lack of evidence regarding which experiential attributes paddlers' find important and how these transboundary zones perform on those attributes. This is problematic because the entities managing transboundary water trail zones do not know if there are common attributes that are important to all water trail users and if they are providing satisfactory water-based recreational experiences based on these expectations. With this gap in mind, this research integrates the domain of Transboundary Natural Resource Management for National Water Trail Systems with the analytical method of Importance-Performance Analysis (IPA) to explicitly compare paddlers’ perceptions (n = 360) of 12 water trail attributes between two different management zones (city park vs. federal National Park Service) of the Chattahoochee River National Recreation Area Water Trail in Atlanta, GA (USA). Results revealed that paddlers within both management zones place high importance on the biophysical attribute of water quality yet are equally dissatisfied with the performance of water quality, a reported decades long issue for the Chattahoochee River. Additionally, paddlers within the National Park Service zone expressed greater dissatisfaction with the lack opportunities available for quiet spaces and paddling in undeveloped areas. Results also indicated that water trail visitors had various levels of expectations and perceptions of river setting attributes that differed by management zones. A focused understanding of how physical, social, and managerial attributes of National Water Trails are perceived by recreational users (e.g., paddlers) aids transboundary natural resource efforts in collaborative decision making to better balance river conservation and recreation management for the future sustainability of National Water Trails. Management implications•The increasing popularity of river-based recreation and National Water Trail Systems spanning multiple jurisdictional zones justifies the need to proactively discuss transboundary visitor use management and collaboration across resource management entities (e.g., federal, municipal, private, state, etc.).•Importance-Performance Analyses (IPA) are a cost-effective and relatively intuitive method for managers across multiple jurisdictions to collaboratively manage the satisfactory performance of recreational setting attributes, while also allowing visitors to express their opinions and perspectives on current and future managerial elements.•Managers can gain a stronger understanding of the process to evaluate river setting indicators through analytical methods (e.g., IPA) that may save them time and money, as well as provide a logical decision-making pathway to prioritizing action within the Interagency Visitor Use Management Framework (IVUMF) for parks, rivers, and other protected areas.

Analysis of User Satisfaction Index of Clean Water Providers by PDAM in Bireuen Regency

PDAM Tirta Krueng Peusangan is a Regional Drinking Water Company located in Bireuen Regency which has duties and obligations in the process of organizing, processing, providing, and providing clean water services which are required to always be able to make improvements in the field of service as an effort to provide satisfaction to its customers. Based on the 2021 BUMD performance report, it was found that PDAM Krueng Peusangan was in the healthy category, but the 2014 RISPAM stated that there were still many water leaks. Therefore the purpose of this study was to analyze the level of customer satisfaction with the provision of clean water provided by PDAM Tirta Krueng Peusangan. The research was conducted by distributing questionnaires to respondents who are customers of PDAM Tirta Krueng Peusangan, Bireuen Regency. Customer satisfaction was assessed using the Importance Performance Analysis (IPA) method. The results obtained are that customers are very satisfied with the services provided with a percentage of 93%.

Optimized Decisions for Smart Tourism Destinations: A Cross-Generational Perspective Using an Improved Importance–Performance Analysis

Our study introduces an enhanced version of the Importance–Performance Analysis (IPA) method, a powerful tool that can be applied across various domains. This method plays a crucial role in our research, aiding in making well-informed decisions about smart tourism destination attributes. We achieved this by evaluating how 911 consumers from four different generations (Baby Boomers, Generation X, Millennials, and Generation Z) rated these attributes based on their most recent tourist destination visit. Unlike traditional methods that often rely on subjective opinions or complex statistical models, the Improved IPA (IIPA) method offers a clear approach to decision-making. It enables decision-makers to focus on the most crucial attributes that drive consumer interest, thereby optimizing resource allocation and marketing efforts. Specifically, to remain competitive, decision-makers for smart tourist destinations should focus on queuing-time forecast and applications, websites, and content accessible for travelers with disabilities for Baby Boomers; e-complaint handling for Generation X; smart emergency response system for Millennials; and tourist-flow forecast, real-time traffic broadcast, electronic-entrance guard systems, and accessible data about physical design features of accommodation, restaurants, and tourist attractions for Generation Z. Theoretically, this study advances the research on managerial decision-making by demonstrating the effectiveness of the IIPA as a clear and straightforward method for making optimal decisions about product or service attributes. In practice, the study provides decision-makers with valuable insights into the importance of different categories of smart attributes in shaping the overall holiday experience at a tourist destination for Baby Boomers, Generation X, Millennials, and Generation Z tourism consumers.

Pengaruh Kualitas Ruang Terbuka Hijau terhadap Respon Urban Stress Pengunjung Taman di Provinsi DKI Jakarta

Green open space is an important component in cities that can provide benefits in reducing the negative effects of urban stress. This is an important aspect for the City of Jakarta to reduce the effects of urban stress by improving the quality of green open spaces represented by satisfying parks. The objectives of this research are (1) Knowing the correlation relationship urban stressor to the response urban stress park visitors. (2) Knowing the influence of the quality of green open space on the response urban stress. (3) Determine priorities for developing green open spaces. This research method uses a quantitative approach by taking park samples using proportional sampling with a total sample of 22 parks and a sample of respondents using the linear time function method with a total of 330 park visitors. Data were collected using a questionnaire which was analyzed using the importance performance analysis method and multiple linear regression analysis which was processed using IBM SPSS Statistics 25. To determine priorities for developing green open spaces using spatial analysis using vegetation density, comfort index, and population density which was done by overlapping scoring. (overlay) with ArcGIS 10.8 software. The results of this research found that there was a correlation between several urban stressor variables and the urban stress response variable with a significance value of <0.05 with the highest correlation in the sufficient category, which indicates that the higher the urban stressor, the emotional response and behavioral response will increase. This research shows that there is an influence between the park satisfaction variable on the urban stress response variable with the following regression equation: (1) Ycognitive = 7.462 + 0.044 X1(uses & Activities) + 0.042 X4(Sociability); (2) Yemotion = 13.558 + 0.053 X1(uses & Activities) + 0.040 X2(Access & Linkages) + 0.036 and (3) Ybehavior = 10.010 + 0.041 X4(Sociability) + 0.035 X1(uses & Activities) + 0.031 X3(comfort & image). From the results of the spatial analysis, the highest category area is 52,510.69 ha, which is the second priority for developing green open space.

Quality of BPJS Services at Mitra Sejati Hospital with Importance Performance Analysis (IPA) Method

The number of true partner hospitals in North Sumatra Province has increased since 2012 by 288 units to 310 units in 2023. The increasing number of true partner hospital units does not necessarily mean that true partner hospital services are adequate. This research aims to measure the factors that influence consumer satisfaction and to provide technical responses sourced from the Voice of Customer. This research uses a quantitative analysis method that combines the Importance Performance Analysis (IPA) method to determine service quality factors that influence consumer satisfaction and the Quality Function Deployment method is used to provide a technical response. This methodology uses a quantitative approach using the IPA method to show factors that are among the main priorities, namely services related to providing appropriate diagnoses by doctors at true partner hospitals, services related to responses by true partner hospitals to complaints from patients, and service attributes related to the suitability of drugs given by doctors at true partner hospitals. Increasing responses to patient complaints is a top priority that must be carried out by true partner hospitals to increase patient satisfaction. The technical response with the highest priority order is that medical personnel must provide clear answers regarding the treatment the patient is undergoing, and doctors at true partner hospitals must be more careful in administering medication that is appropriate to the patient’s illness.

Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Rawat Jalan Rumah Sakit X Menggunakan Service Quality Metode Costumer Statisfaction Index (CSI) dan Importance Performance Analysis (IPA)

This study aims to evaluate the level of customer satisfaction with outpatient services at Hospital X and identify areas that require improvement. The results of data processing show that the customer satisfaction index (CSI) value obtained is 76.435%, which is included in the "Satisfied" category. However, there are still a number of patients who are dissatisfied with the services they receive, so efforts are needed to improve the quality of outpatient services. Meanwhile, the results of further analysis using the importance performance analysis (IPA) method reveal attributes that require special attention. The attributes are in Quadrant I of the Cartesian IPA diagram, which shows improvement priorities. Recommendations for improvement include adding facilities such as drinking water stations, children's play areas, and spare chairs for patients queuing. Apart from that, it is necessary to design standard operating procedures (SOP) that are in accordance with doctors' schedules to avoid schedule conflicts, as well as regular training regarding service excellence for medical personnel and hospital staff. The implementation of these recommendations is expected to increase patient satisfaction with outpatient services at Hospital X.

A decision framework for improving the service quality of charging stations based on online reviews and evolutionary game theory

With “charging anxiety” gradually replacing “range anxiety” as the major obstacle for consumers to purchase electric vehicles (EVs), the quantity-driven rather than quality-driven charging station development model barely meets the development of the EV market. It is of great practical significance that a comprehensive and in-depth insight into charging stations’ customer requirements (CRs) to uncover their pain points and improvement measures. Therefore, this study develops a decision framework for improving EV charging service quality based on quality function deployment (QFD). First, CRs are extracted based on charging station online reviews and classified by the revised importance performance analysis (IPA) method to identify the charging service’s main highlights and pain points. Then, the process of achieving consensus among experts on evaluating the correlation between CRs and service design requirements (DRs) is considered as an evolutionary game of coalition, with a meritocratic Fermi rule considering affinities (MFA) being introduced. Finally, the importance of DRs is determined by combining the Shapley value and risk aversion theory. The results indicate that regulation and convenience are the main highlights of charging stations to satisfy EV users, while reliability and assurance are primary pain points. The charging station operators should prioritize their limited resources on providing efficient customer and maintenance services, installing charging stations with international standards, and regularly inspecting and updating charging infrastructures. This study is beneficial for charging station operators to understand what customers want and how to satisfy them.

Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen di CV. Mubarokfood Cipta Delicia

Mubarokfood is a company producing typical food products, namely jenang and dodol. Facilitated with the modern-type market, Mubarokfood does not only eager to sell the products but also provides convenience for the customer while roaming around the showroom. Yet, the improvement process should be performed continuously. Especially after the earlier observation discovered some dissatisfactions among customers, including the lack of employee resposinveness in serving, lack of trolly. According to the mentioned dilemma, an assessment of the quality service and its improvements are required. A combination of servqual and Importance Performance Analysis (IPA) method were implemented within the study to asses the service quality level perceived by the customer. A questionnaire containing 5 dimensions, namely Tangible, Reliability, Responsiveness, Assurance and Emphaty, with detailed 25 service attributes were distributed among 100 respondents. The servqual method found out that the 5 dimensions have overall negative value while the IPA method discovered that the product placement procedure should be improved to ease the visitors, employee responsiveness improvement is required. Finally, the study suggested to initiate an intensive employee training related to the customer service and product knowledge for marketing. Also, a noticeable product label could be set on top of the layout

ANALISIS KUALITAS LAYANAN MOBILE JKN MENGGUNAKAN METODE E-SERVICE QUALITY, CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Mobile JKN is a non-face-to-face application that has many features and makes it easier for participants to maximize the national health insurance program organized by BPJS Kesehatan. As of June 2023, in the Surakarta area, the number of Mobile JKN registrations was 92,101 participants. Therefore, this research aims to analyze the level of quality of Mobile JKN services using e-service quality, customer satisfaction index (CSI) and importance performance analysis (IPA) methods. This research method uses quantitative methods. The object of this research was participants who came to the Surakarta branch of the BPJS Health office, totaling 100 participants. This research uses a questionnaire whose validity and reliability have been tested. The results of this research are that Mobile JKN participants are satisfied with Mobile JKN services, with an average gap value of 0.06 (positive value), and a CSI value of 81.4%, and the results of the IPA analysis have been described. There is great hope that the results of this research can become a reference for stakeholders to improve the quality of Mobile JKN services.

Recommendations for Improving the Quality of Intercity Bus Transportation Services in Bali Province Results of the Questionnaire

The quality of public transportation services has not been able to meet the transportation needs of the community. The purpose of the study was to determine the recommendations for improving the Intercity Bus Within the Province (AKDP) service. The quantitative method was used to determine the quality of AKDP Bus public transportation services in Bali from the analysis of questionnaire data. The respondent population was users of AKDP Bus public transportation services who stopped at the Mengwi Terminal. The number of respondents was 371 people. The analysis of service quality was carried out using the Importance Performance Analysis (IPA) method in the form of quadrant analysis and gap analysis to determine recommendations for superior services and priority services for improvement. Recommendations for service improvements include the provision of glass breaker tools or hammers, emergency doors, and special space in the trunk for storing wheelchairs. In addition, it is necessary to check the vehicle before it is operated and provide information at the counter about the routes to be served. The results of the study can be used by AKDP bus service providers to improve services.

Evaluation of Home Product Quality Using the Importance-Performance Analysis Method at PT. Galaxy Alam Semesta

Government support for the property sector through incentive policies, such as the Ministry of Finance Regulation on Government-Borne Value Added Tax (VAT-GOV) on properties, was reintroduced in 2024 to boost economic growth, focusing on the delivery of new landed houses and new apartment units. In this context, property and real estate companies are required to maintain customer satisfaction, which is the key to the company's success. Customer satisfaction not only reflects product quality but also influences the company's brand image. To understand customer satisfaction with product quality, particularly landed houses, PT. Galaxy Alam Semesta conducts periodic surveys of its customers. However, survey results from the first semester of 2023 indicated that customer satisfaction with the quality of houses was still below the company's standards. Therefore, this research aims to evaluate the quality of PT. Galaxy Alam Semesta's houses using the Importance-Performance Analysis method. This research will identify attributes that need quality improvement priority, with the hope of enhancing customer satisfaction and the company's image, as well as utilizing the House of Quality to determine the priority of these improvement proposals. The analysis results indicate that the attributes requiring quality improvement priority are even and non-streaky paint, straight wall corners, even wall and ceiling surfaces, smoothly and easily operable doors and windows, neat and even paint and sealant, even tile installation, and precise and neat installation of door and window accessories. From the analysis of the proposed improvement, five main priorities were identified: increasing the frequency of supervision and inspection to ensure compliance with quality standards, setting limits on the number of units overseen by building supervisors, using higher quality paint, evaluating the quality of door accessories and tile materials, and conducting regular evaluations and selections of contractors.