Railroad Service Improvement based on KTX User Experience using Importance­-Performance Analysis(IPA)

2017 ◽  
Vol 18 (4) ◽  
pp. 99-118 ◽  
Author(s):  
조혜정 ◽  
Moon, Junhwan ◽  
이강덕
Keyword(s):  
Performance Analysis ◽  
User Experience ◽  
Service Improvement

scholarly journals IMPORTANCE PERFORMANCE ANALYSIS KUALITAS PELAYANAN BADAN PENGELOLAAN PENDAPATAN DAERAH KOTA BANDUNG

NATAPRAJA ◽  
2019 ◽  
Vol 7 (1) ◽  
pp. 91-104
Author(s):  
Ahmad Zaini Miftah ◽  
Yogi Suprayogi Sugandi ◽  
Dedi Sukarno
Keyword(s):  
Performance Analysis ◽  
Public Service ◽  
System Integration ◽  
Service Performance ◽  
Service Improvement ◽  
Information Base ◽  
The Public ◽  
Government Institutions ◽  
The Media ◽  
Government Institution

Delivering public service is an important matter where the performance of government institution is equally related to the public satisfactions. This study conducted from nine types of taxes in Bandung Municipal City. Survey has been held to assess the public satisfactions of the tax service performance in Bandung Municipal City for future tax service improvement and innovation to society. Importance-Performance Analysis is being used to measure the service attributes that provided by the authorized government institutions alongside SERVQUAL model from Parasuraman et al. (1985). The results indicate that there is no further handling from the submitted complaint by taxpayers, the limited infrastructure to pay the tax and also the media to convey their dissatisfaction toward current service. Hence, the tax payment system integration is needed which providing tax information base and require procedure to educate the taxpayer and improve accountability of authorized the local government institution.

scholarly journals PIECES Framework and Importance Performance Analysis Method to Evaluate the Implementation of Information Systems

2020 ◽  
Vol 202 ◽  
pp. 15007
Author(s):  
Ahmad Fatoni ◽  
Kusworo Adi ◽  
Aris Puji Widodo
Keyword(s):  
Information System ◽  
Information Systems ◽  
Performance Analysis ◽  
User Satisfaction ◽  
Service Improvement ◽  
System Quality ◽  
Analysis Method ◽  
Budget Planning ◽  
Work Plan ◽  
Calculation Results

Work plan and budget are solutions in gathering budget planning data and uniforming budgeting. the purpose of the work plan and budget is to assist all work units in preparing and managing the budget plan without mixing it with other units. The importance of performances analysis method and PIECES framework were chosen in this study because both of method were able to classify the insitution problems, opportunities and information system goals. PIECES Framework as a questionnaire criteria to responding the users and the Importance Performance Analysis method as a result of questionnaire data from 88 respondents in the form of Quadrants. The aim of the research to evaluate information systems is a user satisfaction and importance of information systems. The calculation results with IPA method shows that the user's satisfaction averages and the importance of information system quality is 93.71%. However, there are a few deficiencies that need to be improved in the development of information systems, work plans and annual budgets such as system quality, accurate informations, estimated cost of building the system, security systems efficiency and service improvement for users.

Applying Importance-Performance Analysis (IPA) to Interpret the Results of the User Experience Questionnaire (UEQ)

2020 ◽  
Author(s):  
Andreas Hinderks ◽  
Francisco José Domínguez-Mayo ◽  
Anna-Lena Meiners ◽  
Jörg Thomaschewski
Keyword(s):  
Performance Analysis ◽  
User Experience ◽  
Current User ◽  
Evaluation Tool ◽  
Recommendations For Action ◽  
Experience Questionnaire

In recent years, user experience questionnaires have established themselves to measure various aspects of User Experience (UX). In addition to these questionnaires, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the evaluation consists of preparing the data and comparing it with a benchmark. Often this interpretation of the data is not sufficient as it only evaluates the current User Experience. However, it is desirable to determine exactly where there is a need for action. The User Experience Questionnaire (UEQ) is a common and valid questionnaire with an evaluation tool to measure and analyse the User Experience for a product or service. In our article we present an approach that evaluates the results from the User Experience Questionnaire using the importance-performance analysis (IPA). The aim is to create another possibility to interpret the results of the UEQ and to derive recommendations for action from them. In a study with 467 participants, we validated the approach presented with YouTube, WhatsApp, and Facebook. The results show that the IPA provides additional insights from which further recommendations for action can be derived.

scholarly journals Performance Analysis and Study of Chatbots

2021 ◽  
pp. 345-348
Author(s):  
Prof. Ahlam Ansari ◽  
Fakhruddin Bootwala ◽  
Owais Madhia ◽  
Anas Lakdawala
Keyword(s):  
Artificial Intelligence ◽  
Machine Learning ◽  
Deep Learning ◽  
Natural Language Processing ◽  
Performance Analysis ◽  
User Experience ◽  
Language Processing ◽  
Conversational Agents ◽  
Learning Machines ◽  
The Past

Artificial intelligence, machine learning and deep learning machines are being used as conversational agents. They are used to impersonate a human and provide the user a human-like experience. Conversational software agents that use natural language processing is called a chatbot and it is widely used for interacting with users. It provides appropriate and satisfactory answers to the user. In this paper we have analyzed and compared various chatbots and provided a score to each of them on different parameters. We have asked each chatbot the same questions, and we have evaluated each answer, whether it’s satisfactory or not. This analysis is based on user experience rather than analyzing the software of each chatbot. This paper proves that even though chatbot performance has highly increased compared to the past, there is still quite a lot of room for improvement.

scholarly journals Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan

WARTA ARDHIA ◽  
2017 ◽  
Vol 41 (1) ◽  
pp. 29
Author(s):  
Sitti Subekti ◽  
Muhammad Herry Purnama
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Aviation Industry ◽  
Service Improvement ◽  
Service Users ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Air freight transport is a promising business along with the development of the aviation industry in Indonesia. This promising word is indicated with the prospect of air transportation in which both passengers and cargo have positive growth trend so that adequate quality of service is needed. This study was conducted to assess the quality of service of the cargo terminal at Tarakan Juwata Airport based on the perception of service users. This study uses the Servqual model with 5 dimensions consisting of 17 service attributes. There are 37 samples of service users (shippers) who were randomly selected. Importance Performance Analysis, gap analysis and Customer Satisfaction Index were used to analyze the data. The results indicate 4 service attributes requiring high priority in service improvement. Gap analysis of 5 dimensions of service shows a negative value. It means that the performance of the cargo terminal is still below its level of importance. Dimensions of tangible and empathy are the dimensions of service with the highest gap value of -0.93. Customer Satisfaction Index of cargo terminal services is 71.94 % which means that cause for concern from the service provider/the operator of cargo terminal. Keywords: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index. Bisnis angkutan kargo udara merupakan usaha yang menjanjikan sesuai dengan berkembangnya industri penerbangan di Indonesia. Hal ini ditunjukkan dengan prospek angkutan udara yang cukup baik dari sisi pertumbuhan penumpang dan kargo sehingga dibutuhkan kualitas pelayanan yang memadai. Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal kargo di Bandar Udara Juwata Tarakan berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan Model Servqual dengan 5 dimensi yang terdiri dari 17 atribut jasa. Terdapat 37 sampel pengguna jasa (shipper) yang terpilih secara acak. Importance Performance Analysis, analisis gap dan Customer Satisfaction Index digunakan untuk menganalisis data. Hasil analisis menunjukkan terdapat 4 atribut jasa yang memerlukan prioritas utama perbaikan pelayanan. Analisis gap terhadap 5 dimensi pelayanan menunjukkan nilai negatif. Hal ini berarti kinerja terminal kargo tersebut masih berada di bawah tingkat kepentingan penggunanya. Dimensi bukti fisik (tangible) dan empati merupakan dimensi pelayanan dengan nilai gap paling tinggi sebesar -0.93. Indek kepuasan konsumen pelayanan terminal kargo sebesar 71.94% yang berarti memerlukan perhatian (cause for concern) dari penyedia jasa/pengelola terminal kargo. Kata kunci: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index

scholarly journals KAJIAN USABILITY APLIKASI CANVA (STUDI KASUS PENGGUNA MAHASISWA DESAIN)

2021 ◽  
Vol 7 (01) ◽  
pp. 165-178
Author(s):  
Erisa Adyati Rahmasari ◽  
Auria F. Yogananti
Keyword(s):  
Performance Analysis ◽  
University Students ◽  
User Experience ◽  
Mixed Method ◽  
User Satisfaction ◽  
Mobile Application ◽  
Detailed Result ◽  
Limited Time ◽  
User Experiences ◽  
Time Accuracy

Abstrak Kemudahan mendesain saat ini ditawarkan oleh platform desain melalui website maupun aplikasi. Canva merupakan salah satu best platform yang digunakan untuk mendesain. Canva dapat dengan digunakan melalui website dan aplikasi mobile. Canva didesain dengan kelengkapan fitur dan template yang memudahkan seseorang mendesain seperti mendesain poster, kartu ucapan, brosur, infografis hingga presentasi dalam waktu yang singkat. Hal tersebutlah yang membuat Canva digunakan pula oleh mahasiswa. Penelitian ini dilakukan untuk mengetahui usability dari aplikasi Canva dengan tujuan mengetahui pengalaman pengguna dalam hal ini mahasiswa terhadap aplikasi tersebut karena ditemukan ketidakpuasan pada saat menggunakan aplikasi Canva. Metode kualitatif-kuantitatif digunakan untuk mendiskripsikan secara detail hasil wawancara langsung dan hasil angket yang diberikan. Analisa aplikasi menggunakan poin Usability yakni berkaitan dengan learnability, efficiency, memorability, error dan satisfaction untuk mengetahui pengalaman pengguna dan dipadukan dengan metode Important Performance Analysis (IPA). Dari analisa yang dilakukan pada aplikasi Canva diketahui bahwa untuk meningkatkan usability, kemudahan aksesibilitas serta kepuasan pengguna ketika menemukan error dan memperbaiki error harus diperbaiki. Selain itu, aplikasi Canva perlu memperbaiki alur dan akurasi waktu saat penggunaan aplikasi. Poin usability yang perlu dipertahankan adalah kemudahan saat mengenali simbol-simbol, dan sistem serta efisiensi navigasi. Kata Kunci: aplikasi, Canva, desain, usability, user experience AbstractThe convenience of design also offered a design platform through a website or application. Canva is one of the best platforms used to design. Canva can be used through the website and mobile application. Canva was designed with the features and templates that can help someone make the design like a poster design, a greeting, brochures, infographic until a presentation in a limited time. Those things made Canva also used by university students. This study was conducted to appraise the usability to learn user experiences, in this case, are students toward the application because dissatisfaction found when Canva application used. The mixed-method is used to describe the detailed result of direct interviews and surveys. The analysis used the usability point associate with learnability, efficiency, memorability, error, and satisfaction to understanding the user experience combined with Important Performance Analysis (IPA). From the analysis that has been done, to increase usability, ease accessibility, and user satisfaction when a user found error and fix error must be repaired. Furthermore, the Canva application needs to correct user flow and time accuracy when using the application. Moreover, Usability points that need to maintain are convenience when recognizing symbols, system, and navigation efficiency. Keywords: Application, Canva, Design, Usability, User Experience

scholarly journals Tingkat Kepuasan Mahasiswa Terhadap Kualitas Pelayanan Angkot di Kota Medan

2018 ◽  
pp. 26-34
Author(s):  
Reynaldo Siahaan
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
User Experience ◽  
Public Transport ◽  
Driver Behavior ◽  
Urban Transportation ◽  
Operating Time ◽  
Public Facility ◽  
Priority List

In general, urban transportation experiences similar problem, which is the low level of public transport occupancy. There are numerous factors that can cause such condition, of which can be summarized in the form of service quality shortcoming. Service quality of such public facility is measured and evaluated based on user experience, and planners utilize it to plan for future improvements. Importance-Performance Analysis is used in this research to identify aspects of service that are expected to be on top of enhancement priority list. Based on 159 students’ responses, it was found that six service criterias are in high-priority-quadrant. These are crowding, sitting comfort, hygiene, driver behavior, driver cleanliness, and security. Specifically, driver behavior aspect is regarded as highly prioritized, whereas on the contrary angkot fare and operating time are considered good enough and thus placed on low-priority list.

scholarly journals An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis

2018 ◽  
Vol 10 (10) ◽  
pp. 3564 ◽  
Author(s):  
Jiacong Wu ◽  
Yu Wang ◽  
Ru Zhang ◽  
Jing Cai
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Market Competition ◽  
Service Improvement ◽  
Target Product ◽  
Customer Reviews ◽  
Review Mining ◽  
Feature Group ◽  
Online Customer Reviews ◽  
Product Service

The cost budget and resources of a business are limited. In order to be competitive sustainably in the market, it is necessary for a businesses to discover the improvement priorities of their product/service features effectively and allocate their resources appropriately for higher customer satisfaction. Online customer review mining has been attracting increasing attention for businesses to discover priorities of product/service improvement from online customer reviews. Despite some prior related studies, their methods have several limitations, such as simply using the frequencies of mentioned product features in reviews as an indicator of importance; neglecting the market competition; and focusing only on the static importance and performance of the target product/service features. To address those limitations, this study proposes a novel approach to discovering a product/service’s improvement priorities through dynamic importance-performance analysis of online customer reviews. It first clusters similar features into a feature group and calculate the relative performance of the feature groups using sentiment analysis. Next, the importance of each feature group’s performance to overall customer satisfaction is measured by the factor categories based on the Kano’s model. The factor categories are determined by the significance values of each feature group in both positive and negative sentiment polarities derived from the constructed decision tree. Finally, feature improvement priorities of a target product/service will be discovered based on the dynamic performance trend and predicted importance using a dynamic importance-performance analysis. The evaluation results show that the dynamic importance-performance analysis approach proposed in this study is a much better approach for product/service improvement priorities discovering than the product opportunity mining approach proposed in the prior studies. This study makes new research contributions to automatic discovery of product/service improvement priorities from large-scale online customer reviews. The proposed approach can also be used for product/service performance monitoring and customer needs analysis to improve product/service design and marketing campaigns.

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