scholarly journals IMPORTANCE-PERFORMANCE ANALYSIS OF INDONESIA UNIVERSITY OF EDUCATION (UPI) LIBRARY SERVICES TO OPTIMIZE ACADEMIC AND RESEARCH QUALITY IMPROVEMENT

EDUTECH ◽  
2015 ◽  
Vol 14 (2) ◽  
pp. 241
Author(s):  
Uyu Wahyudin
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Weighted Average ◽  
Research Quality ◽  
Library Services ◽  
Average Value ◽  
Satisfaction Index ◽  
Satisfactory Performance ◽  
Mixed Approach ◽  
Students Satisfaction

Abstract. This study aims to analyze the quality of services provided by UPI library to UPI students and to find out and analyze the extent of students’ level of satisfaction on the services provided. It also aims to know the compatibility between the service performances and students’ expectation or interest as the users of library services. This study used mixed approach of qualitative and quantitative and importance-performance analysis in order to determine the students’ satisfaction index on library services. The data was analyzed using grade of Students Satisfaction Index (IKM) which was calculated using the weighted average value of each service element. Importance-Performance Analysis was used to see the level of compatibility between expectation and service quality. The results showed that the performance of UPI library services was in good category. The service element perceived to be the best was related to service security while the worst was staff discipline. Furthermore, there was an element which was regarded important but had less satisfactory performance; element which was already in accordance with users’ interest and expectation and thus could satisfy the users; element which was regarded less important and had less satisfactory performance; and elements of services which had good implementation but had less important influence on the users.Keywords: service quality, Students Satisfaction Index, Importance-Performance Analysis, library, research qualityAbstrak. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan yang diberikan perpustakaan UPI kepada mahasiswa, mengetahui dan menganalisis sejauh mana tingkat kepuasan mahasiswa terhadap pelayanan perpustakaan UPI, dan mengetahui kesesuaian antara kinerja pelayanan dengan harapan atau kepentingan mahasiswa pengguna jasa layanan perpustakaan UPI dengan menggunakan analisis kepentingan dan kinerja (importance-performance analysis). Penelitian ini menggunakan desain gabungan antara kualitatif dengan kuantitatif untuk mengetahui indeks kepuasan mahasiswa dari layanan perpustakaan UPI. Teknik analisis datanya dilakukan dengan menggunakan nilai Indeks Kepuasan Masyarakat (IKM) yang dihitung dengan menggunakan nilai rata-rata tertimbang masing-masing unsur pelayanan. Importance-Performance Analysis dugunakan untuk melihat tingkat kesesuaian antara harapan dan kualitas pelayanan. Hasil penelitian menunjukkan bahwa kinerja pelayanan perpustakaan UPI termasuk dalam kategori baik. Unsur pelayanan yang dirasakan paling baik adalah berkaitan dengan keamanan pelayanan sedangkan pelayanan yang dinilai rendah adalah kedisiplinan petugas pelayanan. Selaian itu, ditemukan juga unsur pelayanan yang dinilai oleh responden sangat penting tetapi kinerjanya masih kurang memuaskan, unsur pelayanan yang dinilai oleh responden kinerjanya telah sesuai dengan kepentingan dan harapan pelanggan, sehingga dapat memuaskan pelanggan, unsur pelayanan yang menurut responden dianggap kurang penting pengaruhnya bagi pengguna jasa dan kinerjanya juga kurang bagus, dan unsur-unsur pelayanan yang menurut responden pelaksanaannya sangat baik tetapi kurang penting pengaruhnya bagi pelanggan.Kata kunci: Kualitas pelayanan, Indeks Kepuasan Mahasiswa, Importance-Performance Analysis, Perpustakaan, Mutu penelitian

scholarly journals Analisis Kepuasan Masyarakat Terhadap Pelayanan 27 Puskesmas di Kabupaten Mojokerto Berdasarkan Indeks Kepuasan Masyarakat

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Kuswadi Rustam
Keyword(s):  
Service Quality ◽  
Health Centre ◽  
Weighted Average ◽  
Sampling Technique ◽  
Public Institution ◽  
Community Satisfaction ◽  
Public Health Centre ◽  
Average Value ◽  
Satisfaction Index ◽  
Complaint Handling

The Measurement of community satisfaction in the healthy sector is an important element in the evaluation of the performance of the Govermnent in Mojokerto Regency. In this case, the Public Health Centre (PHC) should become a public institution based on community-based services which is the best, efficient, and more effective. For this reason, research on the level of satisfaction of PHC in Mojokerto is aimed to determine the correlation among satisfaction index and the community expectations in a PHC services in Mojokerto Regency. The method was used is a qualitative descriptive, the research is designed to combines qualitative and quantitative data. The object of the research is the people who use the PHC in 27 sub-districts in Mojokerto district. The sampling technique used in this study was purposive accidental sampling at the research location with 150 respondents per PHC location. Respondent data collection was carried out by interview and questionnaire techniques. the obtained data then calculated the weighted average value, community satisfaction index (IKM) and conversion in the form of a table of perception and IKM values. The results of the analysis show that the highest average conversion value of each service element of the 27 PHC is the conversion value of the cost / tariff element (U4) of 89.01 or reaches the service quality value is A. While the lowest average conversion value is the service element of complaint handling. (U4) 84.40, is in the value of service quality is B, while the other 20 of other PHC status is Good IKM.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN USAHA BENIH PADI CIGEULIS

2016 ◽  
Vol 15 (2) ◽  
pp. 203-212
Author(s):  
Siti Patimah ◽  
Basuki Sigit Priyono ◽  
Witman Rasyid
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Rice Seed ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

This research was conducted in Kepahiang District, Bengkulu Province which had been held from April 29, 2015 until May 29, 2015. The purposes of this study were (1). To determine level of service quality rice seed Cigeulis in BBIPP, (2). To determine level of Satisfaction of consumers to services rice seed Cigeulis. The method used for the service is a method Importance Performance Analysis (IPA) and the level of satisfaction using the Customer Satisfaction Index (CSI). From the CSI service Cigeulis rice seed in the district Kepahiang Bengkulu province amounted to 80,35% of this index is on a scale satisfied. Keywords: Performance, IPA, CSI

scholarly journals KEPUASAN PELANGGAN BERDASARKAN DIMENSI TIMELINESS KUALITAS JASA EVANS DAN LINDSAY DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2017 ◽  
Vol 5 (1) ◽  
pp. 82
Author(s):  
Puput Hermanti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Mental Hospital ◽  
Wait Time ◽  
Hospital Performance ◽  
Community Satisfaction ◽  
Importance Value ◽  
Cross Sectional ◽  
Satisfaction Index

Based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2004  level of customer satisfaction of a service can be judged by the Community Satisfaction Index, there are fourteen elements of these services have a standard that is equal to 85%. General clinic and specialist in Menur Mental Hospital Surabaya  has a Community Satisfaction Index by 75.11% which is below the standard of 85%. This research was purposed to analyzing customer satisfaction  based on the level of importance of hospital performance in timeliness dimension of Evans and Lindsay service quality with importance performance analysis method. The research design  was observational with cross sectional approach. Research conducted on November  2016 included 98 customer in General clinic and Specialist in Menur Mental Hospital Surabaya  as respondents. Data were analyzed by Importance Performance Analysis. The result showed respondents considered that all aspects of the timeliness dimension is very important, especially for check the wait time ≤ 60 minutes aspect with mean importance  value is 3.58, and performance service respondents considered check wait time ≤ 60 minutes aspect had smaller mean value performance (2.44) from the mean performance timeliness (2.84). The conclusion is customer not satisfied with timeliness dimension of Evans and Lindsay service quality. Keywords: Customer Satisfaction,  Importance-Performance Analysis, Timeliness

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN MAHASISWA TERHADAP PELAYANAN PERPUSTAKAAN UNIVERSITAS MUAHAMMADIYAH ACEH

2014 ◽  
Vol 1 (2) ◽  
Author(s):  
Muhammad Yamin ◽  
Muhammad Zaini
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Positive Association ◽  
The Other ◽  
Library Services ◽  
Stratified Random Sampling ◽  
University Library ◽  
Five Factors ◽  
Quality And Reliability ◽  
Students Satisfaction

The aim of the study is to analyse factors impacting upon students satisfaction on Muhammadiyah Aceh University library services as there is a belief that different in satisfaction level did occur among students.             This study was performed at Muhammadiyah Aceh University library. Students satisfaction measured through five factors in service quality namely reliability, responsiveness, assurance, emphaty, and tangible. The population in the study is all 212 Muhammadiyah Aceh library registered-member students.  They are from six faculties and two academies within Muhammadiyah Aceh University. From those, 64 persons was sampled using stratified random sampling method.The result of the study shows that service quality positively associated with the students satisfaction on Muhammadiyah Aceh library services. The most positive association is between service quality and responsiveness. On the other hand, the least positive association is between service quality and reliability.

scholarly journals Visitors' Perceptions of Service Quality In Taman Eden 100 Agro-Tourism

2021 ◽  
Vol 2 (6) ◽  
pp. 1961-1969
Author(s):  
Donny Ivan Samuel Simatupang ◽  
Helena Tatcher Pakpahan ◽  
Desyanti Chrismash
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Technique ◽  
Service Performance ◽  
Average Value ◽  
Visitor Satisfaction ◽  
Visitor Perceptions ◽  
Measurement Results ◽  
Improve Service Quality ◽  
Cartesian Diagram

This study aims to describe the level of visitor satisfaction in Eden 100 Agrotourism based on visitor perceptions, analyze the service performance of Eden 100 Agrotourism Center to influence service quality at Eden 100 Agrotourism Park, and how to improve service quality in Eden 100 Agrotourism Area. purposive, namely in Eden 100 Agrotourism which is located in Lumbanjulu Village, Lumbanrang District, Toba Samosir Regency, North Sumatra Province. This sampling method uses purposive sampling, the sampling technique is not based on random, regional or start, but based on considerations that focus on certain goals. The data analysis method used is a descriptive method and Importance Performance Analysis. The results of the study where the calculations were carried out using the help of SPSS version 15. The results of this study were: 1) The level of suitability of visitors was 73.05%-114.15%, the average level of conformity obtained was 96.53%. The average value of conformity is 17.62% lower than the level of visitor satisfaction which should be 114.15%. In this case, it can be concluded that the level of service performance of Taman Eden Agrotourism 100 is lower than the level of interest or expectations of visitors. 2) Based on the measurement results using Importance Performance Analysis, it can be seen in the Cartesian diagram that the location of items that affect visitor satisfaction with service quality at Taman Eden Agrotourism 100 is divided into four quadrants. 3). Based on the results of the Cartesian diagram, it is known that the service quality dimension attributes that need special attention are in quadrant A (priority) in the context of agro-tourism efforts in improving service quality, including a. the ability of employees to guide visitors which is included in the reliability variable, b. employees are willing to provide fast service which is included in the responsiveness variable, c. the patience of employees in providing services that are included in the guarantee variable, d. employees do not discriminate in serving visitors which are included in the guarantee variable.

scholarly journals Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

2021 ◽  
Vol 3 (2) ◽  
pp. 58-58
Author(s):  
Risa Hani Safitri ◽  
◽  
I Gusti Agung Bagus Mataram ◽  
I Putu Krisna Arta Widana ◽  
◽  
...  
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Quality Level ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Guest Satisfaction

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

scholarly journals Service Quality and Customer Satisfaction in the Apiculture-Based Agritourism

2019 ◽  
Vol 15 (2) ◽  
pp. 153-165
Author(s):  
Abel Gandhy ◽  
Michael Chang ◽  
Siti Rahmi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Product Knowledge ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Bee Colony ◽  
Low Performance ◽  
Tourism Service

Taman Wisata Lebah is tourism service based on honey bees. It is one of the pioneer of the apitourism in Indonesia. The objective of this reserach are to analyze the service quality and customer satisfaction of Taman Wisata Lebah. Research method used in this research is quantitative. Respondent in this research are 100 respondents, using purposive sampling technique. Data analysis techniques are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Based on the calculation of CSI, the number is indicated that in general consumers of Taman Wisata Lebah are satisfied with the services provided. Findings. Based on the calculation of Importance Performance Analysis, there are five attributes with high importance and low performance and highly recomended to improve. The atributes consists of provide more safety equipment for customers, evaluate staff shifting schedule to ensure the existence of staff in field, improvement product knowledge for field staff, create safety box for bee colony. Overall, service quality in Taman Wisata Lebah is excellent.

scholarly journals Kinerja Pelayanan Petikemas Di Pelabuhan: Komparasi Pelabuhan Tanjung Perak Surabaya Dan Pelabuhan Di Asia

2020 ◽  
Vol 17 (2) ◽  
pp. 168
Author(s):  
Dwi Cahaya Widiyono ◽  
Artiningsih Artiningsih
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Transport System ◽  
Intermodal Transport ◽  
Satisfaction Index ◽  
Assessment Indicator ◽  
Port Efficiency ◽  
Improved Performance ◽  
Fourth Position

The focus of this paper is to evaluate the container services at Port of Tanjung Perak and compare it with other ports in Asia. A list of twenty (20) attributes is used as an assessment indicator with a five-point Likert scale, then analyzed using Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) matrixes to measure service quality from users perspective. The results of the analysis addressed the CSI value of this study was 69.21% which refers to the service of the Port of Tanjung Perak Surabaya included in the category of satisfied. The IPA matrixes of the Port of Tanjung Perak confirm that three attributes were the main priorities for improved performance, namely related to congestion at the port, efficiency on-dock operation of containers at port and integration into intermodal transport system. In the ‘Assurance’ dimension, Port of Tanjung Perak is in the fourth position, above the Shanghai Port in China. In the ‘Tangible’, ‘Relability’, ‘Emphaty’ and ‘Responsiveness’ dimensions,  Port of Tanjung Perak still needs to make continous improvements.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

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