scholarly journals Performance level analyses of public transportation using importance-performance analysis method

2018 ◽  
Vol 147 ◽  
pp. 02001 ◽  
Author(s):  
Nursyamsu Hidayat
Keyword(s):  
Information Systems ◽  
Performance Analysis ◽  
Service Quality ◽  
Travel Time ◽  
Decision Maker ◽  
Waiting Time ◽  
Public Transportation ◽  
Analysis Method ◽  
Bus Stop ◽  
Bus Travel Time

Yogyakarta, one of the middle cities in Indonesia, has been developing BRT system named Trans Jogja to reduce growth of motorization. However, the performance tends to decrease year by year, therefore the system and management upgrading must be carried out continuously to restore public trust. This research tries to investigate public satisfaction, their expectation, and some attributes considered important based on public’s perspective using IPA method that can be used as useful information systems to evaluate service quality by prioritizing or focusing on areas where improvement is needed. The results reveal that decision maker must focus and allocate their resources to improve Trans Jogja system on the following attributes: a) keep punctuality, b) shorten waiting time in the bus stop, c) improve bus comfort, d) provide safety for child passenger, e) improve bus stop comfort, f) create new bus route to enlarge accessibility, and g) shorten bus travel time.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

The Analysis Of Service Quality Using Importance Performance Analysis For Mrt Jakarta

2020 ◽  
Vol 18 (3) ◽  
pp. 85
Author(s):  
Rina Nur Chasanah ◽  
Andreas Wijaya
Keyword(s):  
Air Pollution ◽  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Fossil Fuels ◽  
Service Level ◽  
Public Infrastructure ◽  
Five Dimension ◽  
Quality Theory

Public infrastructure and congestion issues become salient problems in Indonesia. According to INRIX Global Traffic Scoreboard (2018): Jakarta was ranked as twelfth worst in the world. Air quality also becoming another issues that derived from traffic congestion causing air pollution. To mitigate this issue, government has been established MRT Jakarta in 2019. This study aims to evaluate and improving service level of Moda Raya Terpadu (MRT) in order to encourage more people using public transportation, moreover altering people using public transportation would reduce the amount of fossil fuels and reducing bad air pollution for a better climate. Methodolgy of the research using service quality theory with five dimension from Parasuraman et. al, and extended in Importance Performance Analysis (IPA) method. Therefore, data was distributed using questionnaire with 18 item measurement and 102 respondents was collected. As a result, tangibility, reliability, and responsiveness dimension had been classified in quadrant one, followed assurance dimension in quadrant two, however empathy dimension had been measured in quadrant four and indicates to be improved.

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals Service quality of transit and demand-supply forecasting for ride-hailing in the Jakarta Greater Area, Indonesia

2021 ◽  
Author(s):  
Gito Sugiyanto ◽  
◽  
Yanto Yanto ◽  
Aris Wibowo ◽  
Teguh Wiji Astoto ◽  
...  
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Waiting Time ◽  
Time Travel ◽  
Transportation Services ◽  
Travel Costs ◽  
Research Findings ◽  
Supply Model ◽  
Better Than

The extensive use of smartphones by individuals has led innovators to develop application-based transportation services. Ride-hailing systems have been extensively operated in more than 600 cities worldwide. With the competition between taxis and ride-hailing, the number of fleets must be regulated. Identifying factors that influence the demand of taxi and ride-hailing and how the quality transit service is very important. The aims of this research are to identify the factors that influence demand for taxis and ride-hailing and the service quality of taxis and ride-hailing service. The study identified socio-demographic and trip characteristics from 949 respondents in the Jakarta Greater area, Indonesia. Respondents interviewed about the waiting time, travel time and travel costs for the origin-destination of trips that are most often done using taxi, ride-hailing, and bus. The service quality of ride-hailing and taxi was analyzed based on the respondent’s preferences from an important-performance analysis survey. The forecasting demand of taxi and ride-hailing in the Jakarta Greater area using demand-supply model is 71,660 vehicles. The research findings are that service quality of ride-hailing is better than conventional taxis based on waiting time, travel time and travel cost variable.

scholarly journals THE RELATIVE IMPORTANCE OF BUS SYSTEM’S PERCEIVED SERVICE QUALITY (PSQ) ATTRIBUTES AMONG PUBLIC AND PRIVATE MODE USERS IN INDONESIA

2021 ◽  
pp. 1-10
Author(s):  
Sugiarto Sugiarto ◽  
Heru Fahlevi ◽  
Ashfa Achmad ◽  
Lia Fajri ◽  
Tomio Miwa
Keyword(s):  
Service Quality ◽  
Quality Attributes ◽  
Public And Private ◽  
Perceived Service Quality ◽  
The Public ◽  
Public Transport System ◽  
Bus Stop ◽  
Transportation Sector ◽  
And Performance ◽  
Bus Travel Time

Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the “Trans Koetardja” was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop.

Stochastic Simulation of Bus Traveling Time

2011 ◽  
Vol 186 ◽  
pp. 556-559
Author(s):  
Lian Xue ◽  
Dan Jie Zhao ◽  
Gui Mei Liu
Keyword(s):  
Travel Time ◽  
Stochastic Simulation ◽  
Public Transportation ◽  
Simulation Method ◽  
Service Level ◽  
Transportation Systems ◽  
Travel Time Reliability ◽  
Public Transport System ◽  
Public Transportation Systems ◽  
Bus Travel Time

The development of the city's public transport system has an indispensable role to alleviate the pressure of urban roads. Bus travel time reliability is an important evaluation index of the bus operation service level. The simulation of bus travel time helps us understand the reliability of bus running time. In this paper, we use Monte Carlo stochastic simulation method to calculate the reliability of bus travel time. On this basis, we establish a model of the reliability of public transportation systems to research the reliability of bus travel time.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals Analisis Peningkatan Kualitas Pelayanan Pasien Menggunakan Metode SERVQUAL dan Importance Performance Analysis (IPA)

2020 ◽  
Vol 2 (1) ◽  
pp. 28
Author(s):  
Devina Vanesa ◽  
Firman Firman ◽  
Hendri Andi Mesta
Keyword(s):  
Performance Analysis ◽  
Health Service ◽  
Service Quality ◽  
Waiting Time ◽  
Health Workers ◽  
Air Conditioner ◽  
Priority Level ◽  
Service Information ◽  
Transaction Services ◽  
Improve Service Quality

Purpose - This study aims to determine the suitability of the level of perception and expectations ofthe patients with the services provided Padang Panjang Hospital and to determine whichservices should be prioritized to be improved. In addition, the aim was also to determinethe priority level competitive when compared with its peers. The calculation result of Servicequality analyze that all of attributes have gap score average -0.38. Results of priorityattributes with analysis Importance of Performance Analysis include: 6 attributes with the highest gap score: 1) Health workers respond to services immediately when needed(-1.21), 2) Completeness of supporting facilities in hospitalization (bed, chair, air conditioner, etc.)(1.06), 3) Hospitals have clear health service information (0.83), 4) Cleaning Service is always available(-0.63), 5) Waiting time for transaction services at the cashier fast and accurate(-0.59), and 6) Conformity of the results of services obtained with those that should be provided at the inpatient installation(0.47).This priority will be input to the hospital as a consideration to improve service quality. Keywords: Service Quality, SERVQUAL, IPA

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

2018 ◽  
Vol 6 (2) ◽  
pp. 125
Author(s):  
Gede Paramananda Jentrasaswin ◽  
A.A.P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Consumer Interest ◽  
A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

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