Importance Performance Analysis Research Articles

ANALYSIS OF THE APPLICATION OF ENTITY FINANCIAL ACCOUNTING STANDARDS WITHOUT PUBLIC ACCOUNTABILITY ABOUT EMPLOYEE BENEFITS WITH THE IMPORTANCE PERFORMANCE ANALYSIS METHOD

This research aims to determine the application of SAK ETAP regarding employee benefits and the method for calculating SAK ETAP employee benefits in private companies in Jabodetabek as well as the impact of implementing the Job Creation Law on SAK ETAP calculating employee benefits using the Importance Performance Analysis method. The research methodology used in this research is descriptive quantitative. The population in this research are private companies in Jabodetabek. The sampling technique in this research used simple random sampling with a sample of 100 respondents. Analysis of this research data uses validity tests, reliability tests, and Importance Performance Analysis (IPA). The results of this research indicate that the implementation of SAK ETAP regarding employee benefits in private companies involves the process of recording, measuring and reporting employee benefits given to employees, the method for calculating SAK ETAP employee benefits in private companies is divided into 4 calculations, namely Short-Term Employee Benefits, Post-Employment Benefits, Other Long-Term Employee Benefits, and Severance Pay, as well as the impact of the implementation of the Job Creation Law on SAK ETAP for calculating Employee Benefits using the Importance Performance Analysis method. It can be concluded that company policies regarding employee benefits may change after the implementation of the Job Creation Law.

Jordanian Tour Guides' Communication Competency

Tour Guides are the country's unofficial faces to visitors, and their ability to convey information effectively may make or break a trip. This study examines tour guides' communication skills and overall performance. The data were collected from 225 expert tour guides in the Jordanian cities: Aqaba, Wadi Rum, and Petra. Factor analysis is performed on 32 communication competence measures to discover the underlying performance characteristics. The study used importance–performance analysis to determine the difference between how tour guides rate their performance and how important they think certain things are. The study revealed that tour guides need improvement in verbal skills such as grammar, manner of speech, and choice of words, as well as non-verbal behaviours such as approachability and the ability to remain friendly while maintaining a specific personal space. The study revealed that the importance–performance analysis mode, a valuable management tool, may determine where marketing resources might be invested to develop and increase the quality of tour guide operations. While most professional tour guides acknowledge the significance of the abovementioned things, they often fail to use them when dealing with and communicating with visitors. This suggests that administrative attention be focused on enhancing tour guides' verbal communication skills with visitors.

A Study on Tourist Satisfaction Based on the Conservation and Reuse of Alleyway Spaces in Urban Historic Neighborhoods

The preservation and reuse of historical alley spaces infuse these areas with renewed vitality, which holds significant importance for the direction of preservation and restoration efforts in historical districts. This paper focuses on Jinyu Alley in Quanzhou and identifies a study targeting tourists for the protection and reuse of historical alley spaces. Through preliminary research and interviews, a system of evaluation indicators for urban historical alley spaces post-usage was established using a factor analysis, extracting five main components: historical context, neighborhood space, commercial environment, supporting facilities, and operational management. Additionally, a modified importance–performance analysis (IPA) method was employed to conduct a quadrant analysis on tourist satisfaction evaluation indicators. Transformation quadrant distribution maps of various evaluation indicators reveal dissatisfaction among tourists with certain aspects of supporting facilities, the commercial environment, and neighborhood space. Relevant departments should prioritize improvements in dining quality, business variety, neighborhood traffic connections and transformations, neighborhood space form and scale, landscape greening, environmental elements, parking availability, and trash bin density for future enhancements. Finally, based on the results of tourist satisfaction surveys and information gathered from interviews with a minority of residents, a more inclusive and sustainable strategy for the protection and reuse of historical alley spaces is formulated.

The factors impact on the cashless payment behavior: the IPA model approach

Purpose In the context of the Covid-19 pandemic and the trend in industrial development 4.0, the problem is how to conduct transactions of goods and services in the market using cashless payment in Vietnam, as in developed countries. This study aims to investigate, analyze and evaluate the factors affecting cashless payment behavior in Ho Chi Minh City, Vietnam. Design/methodology/approach The QR codes are used for payments because many factors affect the behavior of cashless payments made using electronic payment tools, including QR code tools. To achieve this goal, this study applied behavioral theory and the importance-performance analysis (IPA) model to measure service quality based on the difference between customer opinions on the importance and performance level of service providers’ targets. Survey results were obtained from 111 people living in HCMC, Vietnam, including 47 men and 64 women, which was a survey for 15 criteria. Findings According to the IPA results of the first quadrant, managers should focus on allocating their resources toward improving their performance across five key criteria. These criteria are crucial for meeting customers’ expectations and include factors such as product quality, responsiveness to customer queries or complaints, delivery times, pricing and customer service. In addition, the second quadrant of the IPA highlights another set of five criteria that perform well and are essential to the success of the business. These criteria could consist of customer loyalty, employee satisfaction, profitability, market share and innovation Originality/value These results provide a basis for solutions and recommendations for managers to refer to and apply consistent practices. Therefore, this study examines the cashless payment in Vietnam. Empirical results offer solutions to financial technology policy, marketing policy, cashless payment services and technology, which can help managers provide online payments using QR codes and contribute to monetary policy solutions.

Exploring the use of visitor surveys as a tool for supporting EIA follow-up in protected areas: a case study of a conference centre in an iconic national park

ABSTRACT Impact assessment (IA) follow-up is necessary to determine the environmental effects of a project or plan to inform ongoing management. No previous research confirms if visitor surveys may be used to this extent for developments within a protected. This paper explores if and how visitor surveys may be used as a tool for supporting EIA follow-up within protected areas. Relevant EIA documentation was appraised to determine EIA performance expectations for management of the Nombolo Mdhluli Conference Centre development in the Kruger National Park. Forty-four expectations were identified, translated into questions, and included in a survey scale. Eighty-nine conference delegates completed the survey whereafter an Importance Performance Analysis (IPA) method was used to map the responses in four IPA map quadrants: 1. Possible overkill, 2. Low priority, 3. Q3 Keep up the good work, and 4. Concentrate here. The IPA map displays 29 items of statistical significance in the four IPA map quadrants with 12 items in the ‘Concentrate here’ quadrant. The IPA results mapped the need for management to concentrate on responsible building, waste, water, energy, compliance, awareness, cumulative impact management. The paper shows that visitor surveys may be used as a simple but effective tool for supporting EIA follow-up monitoring.

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

Domestic Water Consumption Behaviour Before and During COVID-19 Pandemic in Karang Pawitan District

Corona virus was out breaking globally in 2020. It leads governments to impose a lockdown that restricted people contact outside their home, so everyone works, study and more activity at home. It may increase in spending food and freshwater. Lockdown has been made significant changes in behaviour and attitudes of domestic water consumption. The main objective of this research is to identify the impact of COVID-19 lockdown and health protocol on domestic water consumption behaviour during pandemic by comparing it before pandemic. The research conducted by survey, interview and statistical analysis. Survey done by asks online questionnaire that consist a set questions of water consumption behaviour. Data are analysed by using likert scale. The behaviour of water consumption will be described by performance level and importance level. The results of the Likert scale analysis are plotted in a Cartesian Importance-Performance Analysis (IPA) diagram. Research shows that respondents consume water efficiently in many domestic activities. The average score of the performance level is greater than the importance level, both in pre and during the pandemic. Respondents consume water more often during this pandemic than before, such as 2.76 for performance level during pandemic and 2.59 for performance level before pandemic.

Website Quality Analysis Using Webqual 4.0 Method And Importance Performance Analysis (IPA) For Improving The Service Quality

The rapid development of technology has made website quality an important factor to consider in an organization. To find out the quality of a website, it is necessary to do a website quality analysis to evaluate whether it meets website standards and user expectations. The sample is the users of the kotasubang.com website analyzed using the WebQual 4.0 method, which measured by some instruments are usability quality, information quality, and service interaction quality that consists of 20 indicators and we used the importance-performance analysis (IPA) method regarding determined indicators/attributes that need improvement and maintenance. We use the Likert scale to get respondents' responses to the questionnaire. The results of the web equal index show that the website quality is categorized as good level, which means there is a good quality of kotasubang.com website. Nevertheless, the management should focus on the negative value of gaps in results that lead to some service quality still needing to be improved, such as clear interaction and relevant information. Meanwhile, the importance-performance analysis (IPA) results show that the prioritized indicators/attributes for quality improvement are easy navigation, interest layout, accurate and detailed information, and user data security. The finding implications could be used by website management as evaluation material in improving and maintaining the quality of its services and providing satisfactory service to users.

Analysis of Service Quality on Customer Satisfaction with Gap-Servqual Method and Importance Performance Analysis

In this digital era, understanding and meeting customer satisfaction is crucial with the increasing number of choices and customer expectations. This study aims to determine the quality of service and satisfaction at Klinik X Kota Malang. The samples in this study were 145. The sampling technique used was accidental sampling. The type of research used is survey explanatory with a quantitative approach. The data collection technique used was a questionnaire. Data analysis used the Service Quality Method (SERVQUAL) and Importance Performance Analysis (IPA). The results of this study show that the quality of services provided by Klinik X Kota Malang has not fully met consumer expectations, and the satisfaction achieved by customers cannot be fully felt with the quality of services provided by the company. The study highlights that service quality is important in determining customer satisfaction, so the company needs to improve the quality of service identified as not optimal.

Analysis of Consumer Satisfaction with the Quality of Smoked Fish Products at the Kenjeran Smoked Fish Center, Surabaya City

Kenjeran is one of the coastal villages in the city of Surabaya. It is one of the coastal tourist attractions in Surabaya, famous as a center for smoked fish. The processing and marketing of smoked fish at the Kenjeran Smoked Fish Center still cannot be said to be hygienic and the sanitation aspect is still not taken into account, so it is necessary to analyze the level of consumer satisfaction as input for improving the quality of smoked fish in Kenjeran to increase the sales turnover of smoked fish. The methods used to analyze consumer satisfaction include the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Data was taken through a questionnaire to respondents who were determined using purposive sampling. The research results show that the level of consumer satisfaction based on the CSI value is already satisfactory. Then, based on the IPA Performance Analysis Index, no attribute is the main priority for improving the performance of smoked fish products. This is because the attributes of price, freshness, hygiene, safety for consumption, and product durability have entered quadrant II and their performance must be maintained. Meanwhile, the attributes of savory taste, attractive aroma, sameness, wholeness, water content, and organic processing fall into quadrant III, which means that these attributes are considered less important by consumers and the level of performance is still not in line with what consumers expect.

Increasing Fee Based Income (FBI) Through Optimizing BNI Mobile Banking Features to Support Banking Performance

The significance of conducting this research is related to the performance of BNI Mobile Banking which is far behind its competitors which will have an impact on the performance of PT. Bank Negara Indonesia (Persero) Tbk. The aim of the research is to determine the factors that are important to customers regarding the BNI Mobile Banking application and the level of satisfaction with these important factors. This research uses a quantitative approach to BNI customers on the island of Bali with a total of 204 respondents randomly using the Slovin formula and representing each regency of Bali Province. The data was analyzed using the Importance Performance Analysis (IPA) method with the outcomes 12 indicators which according to respondents were important but received an adequate to insufficient level of satisfaction to be an improvement for the company, including: 1) The BNI Mobile Banking application can be downloaded on all cellular operating systems (Android and Apple Store); 2) The BNI Mobile Banking application can be used anywhere (domestic and overseas) as long as there is a cellular signal; 3) BNI Mobile Banking can fulfill all online customer banking needs; 4) BNI Mobile Banking provides information and products that suit customer preferences; 5) BNI Mobile Banking provides services according to the promised time; 6) BNI Mobile Banking has more than one security code to minimize transactions that are not carried out by the customer; 7) BNI Mobile Banking provides a service menu that helps users if problems occur; 8) BNI Mobile Banking immediately responds to problems faced by customers; 9) BNI Mobile Banking will refund funds if the transaction was not carried out by the customer; 10) BNI Mobile Banking will refund funds if the transaction via mobile banking fails; 11) Easy to contact BNI Mobile Banking services; and 12) Call center services can provide satisfactory responses to problems faced by customers.

Assessment of Residential Satisfaction using Importance-Performance Analysis: A Case Study in Naypyitaw City, Myanmar

This study evaluates the residential satisfaction of government-provided four-storey apartment buildings within civil-servant housing in Naypyitaw City, Myanmar. The research is based on a questionnaire survey conducted in nine civil-servant housing complexes situated in Naypyitaw's residential zone. Its primary objective is to identify key attributes that can enhance residents' satisfaction with these apartment buildings and provide recommendations for future housing development. Utilizing a multi-cluster sampling method and employing face-to-face interviews, respondents rated attribute importance and satisfaction using a five-point Likert Scale. The collected data were subjected to Importance-Performance Analysis (IPA), revealing ten priority attributes for improving residential satisfaction. These findings suggest that enhancing residents' contentment involves modifying and reviewing factors such as Ceiling Height, Layout Plan of Apartment, Size of Rooms and Corridor, Numbers of Rooms, Staircase Design, and addressing Neighborhood Relations. Additionally, the study underscores the importance of situating housing near essential amenities like Schools for Children, Shopping Locations, Places of Worship, and Police Stations to create a more livable city.

웰에이징을 위한 경제교육의 필요성 연구

This study is a descriptive study to create and implement an economic education program to solve the problem of economic poverty among the elderly. Data collection was conducted through Gallup Korea, and the total number of respondents was 37 education experts. The collected data were analyzed as follows. The general characteristics of the subjects were analyzed in terms of frequency and percentage, importance and degree of implementation of economic program operation, importance and degree of knowledge of economic education programs, and importance and performance of work according to period of employment was analyzed by means and standard deviation. The regression analysis was conducted on the importance and implementation of economic education programs according to period of employment, importance and level of knowledge of economic education programs, and importance and performance of work according to period of employment. In order to examine educators' perceptions of each area related to economic education, IPA (importance-performance analysis) was conducted on the importance and performance. In consequence, 'program plan establishment' was found to be a main improvement area. As a result of analyzing the importance and knowledge of each item on the contents of economic education, 'economic life after retirement' was found to be a competitive advantage area, and 'government economic support policy' is important, but the degree of knowledge about it is only at the average level, so improvement is required.

Analysis of Service Quality PT Pos Indonesia to Improve Market Share

In Indonesia's postal and logistics business, PT Pos Indonesia faces increased competition. Despite logistics' annual growth, the company's market share has declined. To be competitive in the courier and logistics market, PT Pos Indonesia must design a business strategy to improve its service quality and complement its good operational performance. This requires recognizing customer priorities and improving the company's performance in these areas. PT Pos Indonesia can use Importance-Performance Analysis (IPA) to identify customer-important service quality dimensions and underperforming areas by conducting internal and external evaluations. This complete strategy will allow PT Pos Indonesia to prioritize its efforts, strategically allocate resources, and focus on service quality that will most effect customer satisfaction. Based on the investigation, integrated logistic cooperation and solutions were presented to fill service shortages. These efforts used integrated logistical partnerships, staff advocacy, and an advanced marketing platform to improve coordination and delivery speed, employee competencies, and consumer insights. These measures were meant to bridge the gap between customer expectations and service level agreements, delivery speed, personnel competence, and customer needs. These techniques can help PT Pos Indonesia boost customer satisfaction and market share.

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.

Comprehensive Evaluation of EGM and Fuzzy TOPSIS-IPA: A Case Study of the Aesthetic Preference of Landscape Paintings from the Taiwan Region

This paper presents a comprehensive evaluation of EGM and fuzzy TOPSIS-IPA. The Evaluation Grid Method (EGM) of Miryoku Engineering was applied to study the aesthetic cognitive preferences of landscape paintings from the Taiwan region. This paper also summarizes the different aspects of the aesthetic literacy of people from the Taiwan region and proposes the attractive factors of paintings. Besides, the golden ratio scale semantics, that is, the traditional subjective consciousness model was replaced with the equal-ratio aesthetic scale semantics, and fuzzy satisfaction and importance were used as the basis for evaluation. Fuzzy Importance-Performance Analysis (IPA) was used to understand the public’s views on landscape paintings from the Taiwan region. The fuzzy Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method is used to rank affordable objects according to their proximity to the ideal target, evaluate their relative merits, and analyze the public's preferences and evaluation criteria. This study aimed to better understand the Taiwan region’s people’s awareness and aesthetic literacy of paintings, while also providing a reference for subsequent researchers and popularizing artistic products.

Luxury hotel technology trends: a multigenerational analysis

PurposeThis study aims to analyze the importance and performance of customer-facing technologies in luxury hotels. The study also assessed differences between and within the four generations in the importance-performance analysis (IPA).Design/methodology/approachData were collected using a Qualtrics panel of recent luxury hotel customers in the USA belonging to all four generations. The cross-generational IPA was conducted using t-tests and (ANAOVA).FindingsThe IPA matrix concentrated most technology items in either low importance – low performance or high importance – high performance quadrants. One-way ANOVA revealed significant differences between generations on the importance ratings of all technology items except wireless charging power solutions and on the performance ratings of all technology items. Furthermore, post hoc tests indicated that millennials rated luxury technology most favorably among the four cohorts, followed by generations Z, X and Baby Boomers. In addition, significant differences between the importance and performance of many technology items within each generational cohort were observed. Overall, Wi-Fi was unanimously ranked across generations as the most important technology among luxury guests, but it was the only one that scored lower in performance than importance.Research limitations/implicationsThe findings of this study contribute to hospitality scholarship in two primary ways: the importance and performance of technology and generational differences. The results advance the understanding of the impact of generational factors on customer-facing technological adoptions in the luxury hotel sector.Practical implicationsTechnologies that are pervasive in the home also become vital offerings for hotels. The more pervasive technology, the more a luxury hotel must work to ensure that it performs at optimal levels. Additionally, which technologies are most important to targeted generations are provided so practitioners may budget for their implementation.Originality/valueThis research is a pivotal step forward in unraveling the intricate interplay between generational factors and technological evaluations, providing a foundation for future research and practical applications in a rapidly evolving technological landscape in the hospitality industry.

Analysis of Factors Influencing Fresh Fish Consumer Satisfaction at Supermarket X, Bandung Regency

This research is entitled Analysis of Factors Influencing Fresh Fish Consumer Satisfaction in Supermarket X, Bandung Regency. The purpose of this research was to determine what factors influence consumer satisfaction with fresh fish at Supermarket X in Bandung Regency. Supermarket X is one of the largest supermarkets in Bandung Regency, which provides basic needs products such as food ingredients for cooking including the availability of fresh fish. Data was obtained through a questionnaire distributed to 104 Supermarket X customers for 1 month, from mid-April to mid-May. The type of research used is descriptive research using a quantitative approach. To determine the value of each attribute using IPA analysis (Importance Performance Analysis), The results of this research show, in calculations using IPA (Importance Performance Analysis) the consumer satisfaction factor is divided into two, namely satisfied and disssatisfied. Satisfactory attributes are product performance, reliability, durability, conformance, price affordability, price compatibility with quality, price compatibility with benefits, tangible services, reliability, responsiveness, assurance and certainty, empathy, additional costs incurred and strategic location. While the unsatisfactory attributes, namely, the affordability of prices and the superior quality of fresh fish, are still inferior to other supermarkets.

Tinjauan Kinerja Layanan dan Kepuasan Penumpang Angkutan Penyeberangan Pure - Raha

The Pure-Raha ferry port in Southeast Sulawesi Province is a port that serves passenger and goods crossings connecting the mainland of Buton Island and Muna. Good service quality is one of the determining factors for the company's success. The research method is structured through interviews with respondents by answering the questions in the questionnaire. The analysis used uses Importance Performance Analysis (IPA) and Customer Statistics Index (CSI). The research results show that the consumer satisfaction index for the service performance of the Pure-Raha ferry port in Southeast Sulawesi Province is 0.71. This shows that consumers are satisfied with the quality of port services by 71%. However, the management needs to create a special queue for motorbike riders.