Importance Performance Analysis Research Articles

Shockwaves in consumer minds: The thunderous role of media in sculpting brand popularity

This study explores the complex relationship between brand popularity, media exposure, curiosity, fear of missing out, and consumers’ information-seeking behaviour on digital platforms. Negative and controversial news sometimes actually makes a brand increase in popularity. This phenomenon is known as the Streisand Effect. With a sample of 358 smartphone users in Indonesia, and utilizing a theory of planned behaviour (TPB) approach, we analyze how digital news content influences consumers’ perceptions and behaviour towards brands, primarily through increased information-seeking behaviour. Partial-Least-Squares Structural Equation Modelling and Importance-Performance Analysis (IMPA) were used to analyze the data. Our findings show a significant correlation between information-seeking behaviour and brand popularity, underscoring the impact of digital news content in shaping individual preferences and behaviours. Positive news, negative news, and controversial news, respectively, have different influences on each relationship. This research contributes to a deeper understanding of the role of media in brand management and offers insights for marketers looking to utilize digital platforms for brand enhancement. Future research could expand our study with additional variables.

Implementation Importance-Performance Analysis Method to Increase Customer Satisfaction of Honda Motorcycle Dealer using Text Mining

Transportation is an essential aspect of people’s lives that plays an essential role in supporting economic, social, and cultural activities. Private transportation has become a basic need for Indonesian people, increasing yearly, especially for motorcycles. One of the biggest motorcycle brands in Indonesia is Honda, and West Java is one of the most significant contributors to motorcycle usage. However, their market share is decreasing through the years. It is essential to review customer satisfaction in purchasing Honda products both in terms of product and service through their customer journey in purchasing Honda products. Therefore, this research will discover the aspects customers need from online reviews, especially Google reviews. This research conducted case studies on Dealer Daya Adicipta Motora Bandung, Dealer Bintang Niaga Jaya Bogor, and Dealer Murni Motor II Bogor. Using Importance Performance Analysis (IPA) will recommend aspects that must be prioritized to improve. The first step is to identify the customer’s needs from Google reviews using non-negative matrix factorization (NMF) that produces matrix H and matrix W as the keywords for every aspect. Then, this research also calculates the sentiment for each review using a dependency tree and lexicon SenticNet5. With the output from NMF and sentiment, we will calculate the performance and importance levels. Ultimately, the Performance Level and Importance Level will be plotted into the graph and divided into four quadrants, with Quandrant A as the top priority for improvement. Eight aspects identified in Dealer Daya Adicipta Motora Bandung, the waiting room facility become the priority of improvement. Dealer Bintang Niaga Jaya Bogor has 7 aspects identified, and the services and buying experience become the top priority of improvement; meanwhile, there are 4 aspects identified in Dealer Murni Motor II Bogor, with the waiting time and waiting room facility become the top priority for improvement.

Building bonds: an examination of relational bonding in continuous content contribution behaviors on metaverse-based non-fungible token platforms

PurposeThe proliferation of non-fungible token (NFT)-based crypto-art platforms has transformed how creators manage, own and earn money through the creation, assets and identity of their digital works. Despite this, no studies have examined the drivers of continuous content contribution behavior (CCCB) toward NFTs. Hence, this study draws on the theory of relational bonds to examine how various relational bonds affect feelings of psychological ownership, which, in turn, affects CCCB on metaverse platforms.Design/methodology/approachUsing structural equation modeling and importance-performance matrix analysis, an online survey of 434 content creators from prominent NFT platforms empirically validated the research hypotheses.FindingsFinancial, structural, and social bonds positively affect psychological ownership, which in turn encourages CCCBs. The results of the importance-performance matrix analysis reveal that male content creators prioritized virtual reputation and social enhancement, whereas female content creators prioritized personalization and monetary gains.Originality/valueWe examine Web 3.0 and the NFT creators’ network that characterizes the governance practices of the metaverse. Consequently, the findings facilitate a better understanding of creator economy and meta-verse commerce.

Website Quality Analysis Using Modified Webqual Method and Importance Performance Analysis on SITU TAK Website

Technological developments affect information services, such as website. Information services on the website make it easy to convey information widely. Therefore, the quality of the website can affect the information services. This research assessed one of Telkom University's academic service websites, namely SITU Student Activities Transcript (SITU TAK). The purpose of this study was to measure the quality of the website, user satisfaction, and the factors that can increase the user satisfaction. This study employed Webqual 4.0 method as the indicator and Importance-Performance Analysis (IPA) for grouping the factors based on the quadrant of IPA. Before grouping the data, the data first passed the validity test, reliability test, and gap analysis between user perceptions and expectations. Therefore, it can strengthen the conclusions and recommendations resulted from this study. After conducting this study, the final results were obtained, which stated that SITU TAK website still did not meet the expectations of its users. This can be seen in the results of the gap analysis calculation with a value of -0.63, which means that the level of importance or expectations of the users is still higher than the performance of the website.

Improving the academic resilience of hospital nursing interns through a hybrid multi-criteria decision analysis model.

Purpose: To identify the main variables affecting the academic adaptability of hospital nursing interns and key areas for improvement in preparing for future unpredictable epidemics. Methods: The importance of academic resilience-related variables for all nursing interns was analyzed using the random forest method, and key variables were further identified. An importance-performance analysis was used to identify the key improvement gaps regarding the academic resilience of nursing interns in the case hospital. Results: The random forest showed that five items related to cooperation, motivation, confidence, communication, and difficulty with coping were the main variables impacting the academic resilience of nursing interns. Moreover, the importance-performance analysis revealed that three items regarding options examination, communication, and confidence were the key improvement areas for participating nursing interns in the case hospital. Conclusions: For the prevention and control of future unpredictable pandemics, hospital nursing departments can strengthen the link between interns, nurses, and physicians and promote their cooperation and communication during clinical practice. At the same time, an application can be created considering the results of this study and combined with machine learning methods for more in-depth research. These will improve the academic resilience of nursing interns during the routine management of pandemics within hospitals.

Learning pedestrian’s perspective towards sidewalk through new urbanism

In the 1990s, several urban and environmental designers discussed various issues related to suburban expansion, including income disparities, environmental degradation, and rampant use of motorized vehicles. The New Urbanism movement became known in the 1970s and 1980s in America. The principles of New Urbanism are clearly illustrated in the book Charter of the New Urbanism (Leccese & McCormick, 2000). The nature of being friendly to pedestrians is one form/pattern of the theory of New Urbanism. New Urbanism is also known as neotraditional design, transit-oriented development, and traditional or neighborhood development (TND). The analysis technique used for this goal is IPA (Important Performance Analysis). Before conducting the analysis process, it is necessary to test the validity and reliability and the Wilcoxon test of the variables used. The study focuses on the Tunjungan area in Surabaya City, an essential element of accessibility for trade and service areas. A pedestrian network is necessary for safe and comfortable mobility, as mandated by the Regulation of the Minister of Public Works. TOD nodes were created to connect public and private transportation and link neighborhoods and districts through corridors. These corridors are essential in developing New Urbanism theory, which recommends corridors with mixed land use patterns to create a compatible environment and protect public security, health, and safety. Community participation is necessary to develop regulations related to corridors.

Analysis of Marketing Mix and MSME Loan Distribution Strategies at Bank Tabungan Negara

Bank Tabungan Negara (BTN), a state-owned company, is committed to the government to expand access to capital for all MSMEs. Bank BTN MSME, loan distribution performance, is still low and unable to meet the targets set by the government and regulators, so further studies need to be carried out through market research. This research aims to analyze the marketing mix on the decision to use BTN MSME loan products and formulate loan distribution strategies by improving the marketing mix in connection with the low performance of Bank BTN's MSME loan distribution. The sampling technique used convenience sampling involving 100 respondents, who were then analyzed using SEM-PLS and Importance Performance Analysis (IPA) matrix to determine priorities for improving the marketing mix. The results show a significant effect of the marketing mix variables product, price, place, promotion, people, and process on the decision to use a BTN MSME loan, while the physical evidence does not have a significant effect. There are five indicators of marketing mix variables that take in the high-priority quadrant of the IPA Matrix: price suitability, price affordability, processing time, convenience, and online channels. Based on research results, Bank BTN is advised to prioritize improvement strategies on these five variable indicators to increase BTN MSME loan distribution.

Quality Analysis of JAKLITERA Website with Webqual 4.0 Method and Importance-Performance Analysis

Quality Analysis of JAKLITERA Website with Webqual 4.0 Method and Importance-Performance Analysis

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.

A Mixed-Methods Data Approach Integrating Importance-Performance Analysis (IPA) and Kaiser-Meyer-Olkin (KMO) in Applied Talent Cultivation

A Mixed-Methods Data Approach Integrating Importance-Performance Analysis (IPA) and Kaiser-Meyer-Olkin (KMO) in Applied Talent Cultivation

MEASUREMENT OF HIGHER EDUCATION SERVIVE QUALITY USING HEDPERF AND HIEDQUAL IMPORTANCE PERFORMANCE ANALYSIS METHODS

The image of a tertiary institution is indicated by the quality of service perceived by students because the quality of service can also reflect the academic and non-academic quality of a tertiary institution. There have been many studies focusing on measuring the quality of services in higher education (using the Serqual measurement), therefore, this study aims to measure quality services by combining other approaches, namely HEdPERF and HiEDQUAL. Bung Hatta University was used as the research object (n=370 students). The university was selected because it is a reputable private university which was founded under the name one of the nation's proclamator with significant influence. Based on the results of data analysis using the Importance Performance Analysis (IPA) technique, it can be concluded that aspects of academic facilities and support services are in the quadrant that exceeds student expectations. On the other hand, the campus infrastructure aspect should be the main priority that must receive immediate attention, followed by the reputation, academic and program aspects which are quadrant positions that must be maintained while the administrative service aspect is in low priority positionKeywords: Service Quality, Higher Education, IPA (Importance-Performance Analysis), HedPERF, HiEDQUAL

Quality Analysis of E-Learning Website (Elena) Using Webqual 4.0 Method and Importance Performance Analysis (IPA)

E-learning website is one of the important elements in education which has a role as an online learning medium. It is important to measure the quality of e-learning website services to maintain the ongoing use of the e-learning website. This research was conducted for evaluation in order to measure and improve the quality of e-learning website services at Semarang State University (Elena) using the Webqual 4.0 method and Importance Performance analysis (IPA) which has a focus on four variables, which that is; usability, information quality, service interaction quality, and overall, as well as to determine the value of user perceptions and expectations of the services that have been provided. Based on the results of the calculations that have been carried out, the Customer Sutisfaction Index (CSI) value is 76.4%, meaning that the respondents stated that they were satisfied with the performance of Elena's e-learning website. The results of calculating the average value of the gap (Gap) on Elena's e-learning website still show a significant negative value of -0.64, these results indicate that the performance level of Elena's e-learning website still does not meet user expectations. The results of the analysis of the IPA quadrants obtained 2 attributes which were included in quadrant I, 10 attributes entered in quadrant II, 7 attributes entered in quadrant III, and 4 quadrants entered in quadrant IV. This research is expected to provide positive input for website managers to be able to improve the quality of services provided to users in the future.

Analysis Of Service User Satisfaction With The Performance Of Supervisory Consultants Based On Implementation Allocations In The Housing And Settlement Area Activities Of East Java Province

To realize better infrastructure development for housing and settlement facilities in East Java province and the success of the project, the government, especially in the PRKP sector of East Java Province, collaborates with service providers, one of which is supervisory consultants. This encourages supervisory consultants to improve their understanding of customer satisfaction. This research has several objectives, namely identifying variables related to the project management performance in the PRKP sector activities in East Java Province, measuring the customer satisfaction level of project management performance in the housing sector activities in East Java Province, and identifying the variables in the project management performance of the PRKP housing sector activities in East Java Province that need to be proposed for improvement or maintenance to enhance customer satisfaction. The research stages include the background of the research, formulation of the problem and research objectives, literature review, preliminary survey, data collection, data testing, and data analysis. The analysis method used is the customer satisfaction index and importance-performance analysis. The customer satisfaction index analysis results show a CSI value of 93.55%, indicating satisfaction. Meanwhile, the importance-performance analysis (IPA) results reveal an overall gap score of -13 and an overall conformity percentage of 94.61%, indicating that the project owner is not satisfied with the project management performance of the supervisory consultant. The importance-performance analysis (IPA) in this study identifies variables with high importance and satisfaction to be maintained, namely Integration Management, Scope Management, Schedule Management, Resource Management, Communication Management, and Procurement Management. Meanwhile Cost Management, Quality Management, Risk Management, and Stakeholder Management have low priority and need improvement.

ASSESSMENT OF SERVICE QUALITY OF PASURUAN E-SAMBAT APPLICATION WITH E-GOVQUAL DIMENSION APPROACH

Public services are government mediators in providing services to the needs of the community. The development of technology makes it easier for state and regional apparatuses to provide public services through an application called E-Government. Similarly, the Pasuruan City Communication and Information Agency has tried to organize the E-Sambat application. This study aims to provide an understanding of the quality of E-Sambat services based on the E-GovQual dimension approach, the gap between E-Sambat performance and public expectations for the E-Sambat application, and knowing which items will be prioritized to be immediately improved in the E-Sambat application. To analyze the feasibility of the application using GAP and the Important Performance Analysis (IPA) method is used to analyze items that are prioritized for improvement. Respondents in this study were 445 respondents. Based on the results of the analysis conducted, the quality of E-Sambat application services is very feasible with a feasibility percentage value of 100%, application performance GAP and public expectations for the Ease of Use variable of 0.08, Trust variable of -0.04, Functionality of the Interaction Environment variable of 0.02, Reliability variable of -0.03, Content and Information Display variable of 0.01, and the Community Support variable of 0.00. The overall average gap is 0.01 which means that people are satisfied with the E-Sambat application service. There are six items that are prioritized for improvement, namely TR 1 (security of personal data of E-Sambat users), TR 6 (access control of E-Sambat users), RLB 1 (speed in downloading E-Sambat forms), CAI 7 (use of colors in the E-Sambat application), CAI 8 (graphics in the E-Sambat application), and CS 5 (User questions answered quickly).

Value relevance of multifaceted corporate social performance: how do country-specific factors matter?

This study examines the relationship between multidimensional corporate social performance (CSP) and shareholder value, considering the moderating impacts of country-specific factors: economic development, the political system, and culture. Based on a sample of public companies in Asian-Pacific emerging countries over the 2010–2020 period, the findings reveal that the aggregate CSP measure obscures the valuation effect, whereas individual CSP dimensions highlight positive valuation effects. The CSP valuation effect varies across dimensions aimed at different stakeholder groups. Notably, narrowly focused CSP dimensions (community, product responsibility, and workforce) demonstrate more pronounced valuation effects than broadly focused dimensions (human rights). Given CSP’s multifaceted nature, directing attention toward the aggregate measure or incorrect dimensions may yield unwarranted conclusions. To enhance shareholder value through CSP, importance-performance analysis suggests prioritized resource allocation to human rights, community, product responsibility, and workforce dimensions. Intriguingly, the positive valuation effect of CSP is amplified in countries with higher income-per-capita and lower corruption, indicative of economic development and a robust political system, respectively. However, humane orientation—a cultural proxy—exerts no moderating impact on the CSP-shareholder value relationship. Comprehending the moderating roles of country-specific factors bears significant implications for bolstering CSP across diverse global regions.

Study on Service Quality and Priorities of Pedestrian Path Development in Malioboro Area to Support Sustainable Urban Mobility

This article aims to study the service quality and prioritize the development of pedestrian paths in the Malioboro area to support sustainable urban mobility. Malioboro is one of the commercial and tourist centers in Yogyakarta city, historically known for its pedestrian-friendly pathways. Challenges such as pedestrian circulation issues, inadequate pedestrian facilities, conflicts between pedestrians and motorized vehicles, and problems with drop-off and stop zones for less organized transportation contribute to the low service quality in the Malioboro area. This study adopts a quantitative approach using direct observation and a questionnaire distributed to 132 pedestrian path users. The collected data is analyzed using descriptive analysis techniques and Importance Performance Analysis (IPA) to understand the existing conditions, quality, and priority of pedestrian path services in the Malioboro area. The study results indicate that the service quality of pedestrian paths in Malioboro faces several challenges. Factors such as motor vehicle traffic density, lack of quality pedestrian infrastructure, and pedestrians' unsafe behavior contribute to the low service quality. The pedestrian satisfaction analysis using the Customer Satisfaction Index (CSI) revealed a satisfaction rate of 69.19%, categorizing it as "adequate." However, improvements in pedestrian path services are necessary based on the significance of the Malioboro area and its high appeal to pedestrians. The goal is to achieve good or even perfect satisfaction in terms of service quality. An analysis of interests was conducted, resulting in the identification of four quadrants with distinct characteristics. These quadrants serve as a valuable guide for enhancing the quality of pedestrian path services. Quadrant 1 encompasses attributes such as crossing facilities, CCTV surveillance, protection from weather conditions (rain, heat, cold), and parking convenience. Despite their high importance, these variables received low satisfaction ratings from respondents. Enhancing both the quantity and quality of these variables is crucial. Policymakers should pay special attention to these four variables and implement concrete measures to surpass the "adequate" assessment and attain better pedestrian service satisfaction. By implementing these measures, it is expected that Malioboro can serve as an example in supporting sustainable urban mobility by providing good and safe services for pedestrians. This study can also provide guidance and input for the government and relevant stakeholders in decision-making regarding pedestrian path infrastructure development in similar areas.

Using a comprehensive DEMATEL-ISM-MICMAC and importance–performance analysis to study sustainable service quality features

PurposeTo gain and differentiate competitive advantage, the sustainable service quality is a determining factor that railway companies can use. The purpose of this study is to identify both the importance and performance of rail transportation service quality factors in a case study as well as determine the most influential quality features.Design/methodology/approachA comprehensive approach namely importance–performance analysis (IPA) technique and decision-making trail and evaluation laboratory (DEMATEL), and interpretive structural modeling (ISM) and Matriced’ Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) techniques was utilized.FindingsThe relative position of each attribute is specified on the IPA matrix proposing four strategies of concentrate here, keep up the good work, low priority and possible overkill. This study reveals that attributes of “the company cares about having a good society” are the most influential factor, and “having good business relations with shareholders” is the most permeable factor. Actually, consumers pay attention to how companies act toward society and maintain communication with shareholders. Through ISM technique and by summing the row and column of the consistency matrix, the attributes were partitioned into four levels. Also, MICMAC analysis identified the four clusters of linkage, independent, autonomous and dependent status of the attributes in terms of the driving power and dependence power.Research limitations/implicationsDue to the nature of single case study methodology, caution should be taken into consideration regarding the generazability of the obtained results.Originality/valueThe hybrid DEMATEL-ISM technique is used to analyze service quality factors in Iran’s transportation industry, which can be utilized in other industries as well as other countries.

ANALISIS LAYANAN FASILITAS TERMINAL PENGGARON SEMARANG TERHADAP KEPUASAN PENGGUNA DENGAN METODE IMPORTANCE PERFOMANCE ANALYSIS (IPA)

Penggaron Terminal is a type B terminal in the Pedurungan District area which serves departments such as Mangkang, Karang Ayu, Solo, Wonosobo, Kebumen, Cepu, Purwodadi, and cities or regencies within the province of Central Java. This research aims to determine the level of service at the Penggaron terminal using the importance performance analysis (IPA) method. This research was conducted at the Penggaron type-B terminal for two weeks, the first week the questionnaires were distributed to respondents on Mondays and Sundays in the morning at 07:00-10:00 WIB and in the afternoon at 16:00-18:00 WIB. This research is included in the quantitative research with a descriptive research approach. Data collection uses primary data, namely data obtained from the answers of the respondents to the questions posed by the researcher. Secondary data from literature study in the form of documents, laws and regulations, journals, scientific papers, supporting data relating to the problem under study. Based on the results of data analysis and processing using the Importance Performance Analysis (IPA) method in the Cartesian diagram, the service facilities at the Penggaron bus terminal are dominant in quadrant 2, which shows high expectations and reality, and quadrant 4, which means expectations of low use and high reality. However, there are a small number of service facilities that are in the quadrant, which means that the expectations from users are high but the reality is low. So, based on user evaluation, the service at the Penggaron terminal is quite good.

Enhancing Sugar Sales Through Quality Improvement and Customer Preferences

This study investigates factors influencing the selling price of PT PG Candi Baru's sugar products, utilizing the Importance Performance Analysis (IPA) - Kano method and Quality Function Deployment (QFD). Despite consistent sales growth, the company's selling value needs enhancement. Findings reveal PT PG Candi Baru's superiority in product design, packaging durability, and availability compared to competitors. However, deficiencies in the weight measurement parameter of the 1 kg retail sugar product are noted. Renewing the 1 kilogram retail machine, integrated with a scale with an error rate of less than 0.5, is proposed to address this issue. Additionally, tightening quality control selection related to weight measurement is recommended. This research offers insights for improving PT PG Candi Baru's product competitiveness, contributing to the understanding of customer preferences and suggesting actionable strategies for the company's development. Hightligh: Customer priorities identified: IPA-Kano and QFD methods used. Product superiority: Design, packaging, availability excel. Renewal recommendations: Update machine, improve quality control for weight. Keywords: Sugar products, Selling price, Quality improvement, Industrial engineering, Customer preferences

CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) of Speed Rum Harbort in Tidore Island City

The city of Tidore Islands is a city whose characteristics are islands, in order to be accessible to other places it has developed itself in the port sector. Where in its development, researchers see the need for community perception as an external basis for determining the development priority scale. This research aims to analyze customer satisfaction and analyze the attributes corrected by Speed ​​Rum Harbor. The sampling method used is accidental sampling and the analysis methods used are Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results showed that Customer satisfaction measurement is 55,51%, it means that customers are quite satisfied. Attributes that need to be improved are of the toilet and waiting room.