Results Of Importance-performance Analysis Research Articles

Analisis Kualitas Pelayanan dan Fasilitas dengan Metode SERVQUAL dan QFD di PT. SJKM

Service quality assessment is influenced by the perceptions and expectations of each customer which has an impact on customer satisfaction. PT SJKM is a service company for the sale of motorbikes, spare parts, and official motorcycle repairs from Yamaha. The number of complaints from customers about the company's services has resulted in a decrease in the number of customers, thus affecting the company's revenue. From these problems, this research was conducted to identify the company's service quality attributes by looking at the gap between customer perceptions and expectations, identifying service attributes that are in the critical category, and providing suggestions for improving company services. This research uses the SERVQUAL method to evaluate customer satisfaction from 33 service attributes. Furthermore, the QFD method to design improvement solutions for service attributes that are the main priority for improvement from the results of Importance Performance Analysis (IPA) analysis. According to the research findings, there are 7 service attributes that are perceived negatively by customers, indicating their dissatisfaction. Out of the 6 service attributes that need improvement, dealer security is identified as the top priority and will be addressed first using the QFD method. Keywords: Customer Satisfaction, Importance Performance Analysis, QFD, SERVQUAL

Analysis Of Factors Affecting Employee Performance In Small Plantation Business (Case Study: Sumber Tani)

The agricultural sector, specifically the palm oil industry, is a significant contributor to Indonesia's GDP. South Sumatera is one of the largest producers of Indonesia's total palm oil production. The purpose of this study was to determine how the influence of Employee Motivation, Compensation, and Organizational Commitment on Employee Performance at Sumber Tani as one of smallholder plantations in South Sumatera, namely Sumber Tani. Sumber Tani experienced challenges related to employee performance which led to the non-achievement of harvesting targets and decline in sales. This research uses a quantitative approach with research methods, namely descriptive and verification analysis, data analysis is carried out by multiple regression analysis and importance performance analysis. The source of this research uses primary data with data collection using a questionnaire. The sample in this study were 41 workers at Sumber Tani using saturated sampling techniques. The results of descriptive analysis show that according to respondents's responses to Employee Motivation, Compensation, and Employee Performance at Sumber Tani are in the medium category and Organizational Commitment is in the high category. The results of hypothesis testing show that there is a positive and significant influence between Employee Performance, Compensation, and Organizational Commitment on Employee Performance, where these variables have an influence of 91.5% on Employee Performance. The results of importance performance analysis found that Compensation is the priority variable for improvement. Recommended strategies to improve Compensation at Sumber Tani are to conduct a salary survey, determine the amount of salary based on the salary survey, and provision of incentives.

STRATEGI PENINGKATAN KUALITAS PELAYANAN DI LABORATORIUM RUMAH SAKIT UMUM BAHTERAMAS PROVINSI SULAWESI TENGGARA TAHUN 2023

The purpose of this research is to improve the quality of service strategy in the laboratory of the Umu Bahtermas Hospital, Southeast Sulawesi Province. This type of research is quantitative by describing the results of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The sample in this study were 95 respondents. Research using SPSS software and Windows software. The results of the analysis show that in the Importance Performance Analysis (IPA) results there are 4 attributes that need to be improved, namely: The laboratory provides a place for washing hands, Timeliness of service (time of registration), laboratory personnel respond patiently to each patient's questions and officers are able to provide solutions to problems experienced by patients. In the analysis of the Customer Satisfaction Index(CSI) it is known that the level of patient satisfaction is 82.75 with the category of Very Satisfied CSI criteria. Bahteramas General Hospital in Southeast Sulawesi Province pays more attention to the existing facilities in the laboratory and improves the quality of good service to patients.

The Development of Prospective Teachers’ Entrepreneurial Competencies Based on Importance Performance Analysis (IPA)

This study aims to analyze prospective teachers’ map of competency development; the effectiveness of the substance of education in various fields of study that supports the strengthening of prospective teachers’ entrepreneurial competencies and skills (startup businesses) after graduation; and the suitability of students’ entrepreneurial competency development quadrant. Methodologically, this study used survey method. It involved 1.298 third and upper semester students of University of Mataram’s Faculty of Teacher Training and Education (FKIP), who were determined using accidental proportional sampling. The dimensions and the instruments of this research were adapted from the instruments developed by Bikse and Reimera, which include: ability to learn and act independently, set goals and act in a creative way, ability to analyze and plan further action, to take the initiative and responsibility, cooperate and work in a team, assess and classify the information, and find the problem and plan the solution. All data were analyzed using descriptive analysis and Importance Performance Analysis (IPA). The results of the study indicate that efforts to strengthen entrepreneurial competencies, especially in selecting, summarizing, and presenting informations, have been made. However, the skills required to take initiative and direct personal responsibility are still not sufficiently developed. The findings of this study also show that prospective teachers are not completely well-prepared for the challenges in the labor market. Prospective teachers acquired moderate or even low-level theoretical knowledge and practical skills. This is confirmed by the results of Importance Performance Analysis which demonstrate that the entrepreneurial competency development is yet to be optimal. Almost all aspects of entrepreneurial competency development fall within quadrant I.

Analisis Tingkat Kepuasan Konsumen Food Truck di Yamaha Land Surabaya

Yamaha Land is a place of business for food truck entrepreneurs who were born in Surabaya. Customer satisfaction is important for the company because it can also be a marketing tool. One effort to increase consumer satisfaction is to determine the level of consumer preference for the characteristics of a product or service. The purpose of this study was to determine the characteristics of consumers, the process of consumer purchasing decisions, and customer satisfaction at Yamaha Land Surabaya. The number of respondents in the study were 96 respondents. The analytical methods used in this research are descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Analysis (CSI). Based on the results of the study, it can be seen that the majority of Yamaha Land consumers are male, with an age range of 22-27 years, monthly income of Rp. Yamaha Land consumers go through five stages in their purchase decision process, namely the need recognition stage, information search, alternative evaluation, purchase decision and post-purchase. The results of Importance Performance Analysis (IPA) of attributes contained in quadrant I are taste and speed, Quadrant II is cleanliness, friendliness, politeness, and tidiness, Quadrant III is price, color and texture, and Quadrant IV is aroma. While the value on the Customer Satisfaction Index (CSI) is 75.6 percent. Judging from the consumer satisfaction index, it can be said that consumers who come to Yamaha Land for all tested attributes are in the satisfied category.

Parent’s Satisfaction Level with Child Health Services in Puskesmas in BPJS Era

In BPJS era, health facilities are demanded to be able to adjust their health care policies according to BPJS standards with a number of limitations. This study aimed to measure the level of parental satisfaction with child health services in Puskesmas in BPJS era. This type of research was observational descriptive using a service quality (servqual) questionnaire. The sample size in this study was 100 respondents. From 100 participants, it was found that 11% were very satisfied, 15% were satisfied and 74% were dissatisfied with children's health service in puskesmas. The overall satisfaction result calculated from the gap between the perception and the expectations of the respondents towards children's services in puskesmas is -0.4635, which means that the service is still unsatisfactory. The results of Importance Performance Analysis (IPA) show that the priority scale of improvement of children's health services in puskesmas from high to low priority are Tangibles and Reliability, Responsiveness, Assurance, and Empathy. This study shows that the level of parental satisfaction with children's health services in puskesmas is still low or unsatisfactory. Puskesmas should focus on improving the quality of BPJS child health services on items that are in the top priority quadrant.

Identifying Key Risk Factors in Product Development Projects

In a rapidly changing world, most operational processes of enterprises are conducted in the form of development projects. The development of new products is an important organizational strategy to meet consumer needs. During this process, enterprises often encounter many bottlenecks and risks that can cause delays in, and even the failure of, development projects. In this study, we developed a research framework based on relevant literature and expert interviews and then used the decision making trial and evaluation laboratory (DEMATEL) and the analytic network process (ANP) to determine the relationships among and the importance of risks in the development of new products. The results of a case study show that the six key risks of product development projects include project completion time, mastery of key technical capabilities, controlling the progress of the project, uniqueness and complexity of the project, ability to control the market, and functional integrity of the product. According to the results of importance performance analysis, six key factors were classified in the concentrate quadrant. The optoelectronic manufacturing industry should focus on reducing risks to the project. A cause-and-effect diagram shows that if an enterprise wants to improve performance in terms of these key factors, it should first improve the project completion time or the mastery of key technical capabilities. Therefore, it is appropriate to start by improving the project completion time. In this study, we developed a practical and simple decision support system that allows managers of research and development to examine the risk of projects and assess the relevant risks. A case study was also conducted to test the accuracy of the proposed risk-management method.

ANALYSIS OF CUSTOMER SATISFACTION OF KINGKOIL MATTRESS PRODUCTS BASED ON CUSTOMER PERCEPTION USING IMPORTANCE PERFORMANCE ANALYSIS (IPA)

This study aims to analyze customer satisfaction based on perceptions of brand image, product quality, price, promotion, and distribution. This research was conducted at KingKoil Mattress Boutique Tunjungan Plaza Surabaya. Data collection was carried out to support this study using convenience sampling techniques for 50 respondents and fill out questionnaires. The method used in this study is Importance Performance Analysis (IPA). Based on the results of Importance Performance Analysis, the level of performance and the customer satisfaction are very satisfactory with an average value above 93.75%. This means customers are very satisfied.

ANALISIS KUALITAS PELAYANAN KAPAL TELUK SINABANG SEBAGAI JALUR PENGEMBANGAN WISATA BAHARI RUTE LABUHAN HAJI-SIMEULUE

Along with the progress and the growing number users of transport services, companies engaged in the transportation services required to improve the quality of its services, one of which is the perception of the quality service to passengers transport used by consumers. Quality of service is a service of the vessel Kmp.Teluk rated Sinabang these Labuhan Haji- Simeulue. The analysis was performed by calculating the Importance Performance Analysis (IPA). The purpose of this research is to identify some of the factors that influence perceptions of service and the level of conformity respondent / passenger sea transportation of Sinabang Kmp.teluk vessel analysis using Perception Index. Analysis of the results of Importance Performance Analysis to come by researchers at the Level of Performance Boats for Suistability Respondent (Tki) 0:09, the assessment Perception by Level of Performance Boats obtained results Suistability Respondent (Tki) 2:33, and the assessment Perception by Importance obtained results Suistability respondents (Tki) 1:00. So the importance of the overall results and performance in getting results overall passenger perception of Conformity Level Respondents 73.94 = 74 (Tki 74%). Suistability respondents (Tki) is the result of statements that prove the hypothesis if the value of the average performance of the above as well as the average value of importance/ expectations in the level of suitability of respondents freight ferries KMP.Teluk Sinabang under Tki <100%, which means transport services KMP.Teluk Sinabang not satisfactory. Keyword : Service, Sea Transportation, Importance Performance Analysis

ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results

<p>Service quality is very importance aspect in a boarding school. In this research, an importance-performance analysis enables to evaluate the weaknesses of an Islamic boarding school according to service quality factors. This study attempts to understand stakeholders’ expectations and perceptions toward boarding school and shows the usefulness of the Importance-performance analysis grid in evaluating the service quality of school. This research identifies 35 items and each item is rated using the 5-point of Likert scale. The results are obtained from 350 respondents from students, teachers, and parents. The final results of importance-performance grid show that 12 items fall into quadrant of “Keep up the good work”, and 18 items fall into the “Concentrate here” quadrant, 3 items fall into quadrant of “Low priority”, and 2 items fall into “Possible overkill” quadrant. The findings of the research show that a school management and facilities aspect are necessary to better organizational characteristics and enhance the service quality of school. The results are useful in identifying marketing strategic and help the boarding school develop better service quality.</p>

Decision Making Method Based on Importance-Dangerousness Analysis for the Potential Risk Behavior of Construction Laborers

Unsafe behavior contributes to 90% of the causes of construction accidents. To prevent construction accidents, studies on existing unsafe behaviors have been regularly conducted. However, existing studies generally tend to average the survey results and conduct analyses thereon, and such a method cannot consider the potential risk as regards people’s anxiety about a certain unsafe behavior. Thus, this research suggests an Importance-Dangerousness Analysis (IDA) technique so that potential risks due to unsafe behaviors of laborers working in the construction sector could be evaluated. In order to verify the applicability of the suggested technique, an actual survey was conducted, and the results of Importance-Performance Analysis (IPA) and IDA were compared with each other. It was found that, unlike IPA, unsafe behaviors that could pose potential risks were confirmed by IDA. Further, unsafe behaviors in the construction sector that should be urgently addressed were also studied. Finally, the IDA suggested in this research could contribute to effective construction safety management on-site by supporting the decisions of the safety manager based on the unsafe behavior analysis of construction laborers.

Symmetric and asymmetric influences of service attributes: the case of fitness clubs

Today, with the aim of gaining competitive advantage, as well as achieving customer satisfaction, health and fitness clubs seek ways to expand their services. However, understanding the importance and influence of the services on customer satisfaction becomes very important, when making managerial decisions about the priority of numerous service attributes. Therefore, the present study identifies the service attributes of a fitness club by using the Service-Quality Assessment Scale and compares the results of importance-performance analysis (IPA) which adapts symmetric influences; and the Three-Factor Theory of Customer Satisfaction which adapts asymmetric influences of the attributes. Findings show that many of the attributes are classified differently, because of the distinct perspectives of the two techniques. For example, “Workout Facility” is a “needs to be improved” attribute in the IPA results, although it is classified as a basic factor when the asymmetric influence is taken into account. The only service element that both techniques highlighted is the “Staff” according to its importance and influence on overall customer satisfaction.