scholarly journals Penerapan Importance Performance Analysis (IPA) Untuk Mengukur Kualitas Indeks Kepuasan Masyarakat (IKM) Layanan Balai Besar Inseminasi Buatan Singosari-Malang

2020 ◽  
Vol 13 (1) ◽  
pp. 49-57
Author(s):  
Rini Hermawati
Keyword(s):  
Performance Analysis ◽  
Artificial Insemination ◽  
Gap Analysis ◽  
Survey Methods ◽  
Quality Performance ◽  
Satisfaction Index ◽  
Priority Mapping ◽  
And Performance ◽  
Very High

This study aims to (1) know and analyze the quality and service satisfaction on Artificial Insemination (AIC) Singosari based application Importance Performance Analysis (IPA), (2) to determine the quality of people's satisfaction on service Center for Artificial insemination (AIC) Singosari by Community Satisfaction Index (HPI). The study used a descriptive quantitative survey methods. The population is at BBIB Singosari service users. Acidental samples using sampling techniques with the number of respondents 150 people. Mechanical data using questionnaires and interviews. The analysis is IKM, Gap Analysis and IPA. The results showed: (1) Elements of SME value interests quality levels; A conversion 3,946 SMEs; 98.65, very high SME category means satisfactory service. The level of quality performance IKM value; 4.256 conversions; 106.4, category Very important, so the intervals above 100.00 on a performance level of "A" / Very Good. (2) The results of the study of Interest and Performance with priority mapping IPA there are aspects that need to be improved to make it better. That is; realiability, performance conformity -1.1, -0.1 tangibles, empathy suitability -0.4 performance. To obtain follow-priority repairs by BBIB Singosari.

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

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

scholarly journals Mechanisms of corporate governance and performance: analysis of public companies listed in BM&FBovespa

2017 ◽  
Vol 16 (3) ◽  
pp. 1161-1184
Author(s):  
Josimar Pires Da Silva ◽  
Mariana Pereira Bonfim ◽  
Rafael Martins Noriller ◽  
Carlos Vicente Berner
Keyword(s):  
Corporate Governance ◽  
Performance Analysis ◽  
Financial Statements ◽  
Public Companies ◽  
The Public ◽  
Corporate Governance Mechanisms ◽  
The Government ◽  
And Performance ◽  
Future Reference

AbstractThe objective of this research is to verify the level of relationship between the mechanisms of corporate governance and the performance of the companies of the public subsector, listed on BM&FBovespa. The research was based on the financial statements from 2010 to 2014, obtained on the BM&FBovespa website, resulting in a sample of 63 companies with 315 observations. In order to calculate the performance proxy of the company, the ROA was used, and for the calculation of the proxies of the corporate governance mechanisms were used for the quality of the audit, the concentration of ownership in common shares and preferred shares, participation in the levels of governance of BM&FBovespa, number of shares held by the government and number of directors in the Board, adapted from the Mollah and Zaman (2015) survey. Convergence with national and international research, the findings of the study showed that such variables as quality of profit, concentration of ownership in preferred shares, participation in governance levels and size of the Board are positively related to the performance of the company; already a concentration of ownership in common shares and number of shares held by the government are negatively related to performance. For future reference, it is recommended to expand other sectors of the market as well as to use other mechanisms of corporate governance, presented in the literature.Keywords: Corporate Governance. Performance. Public Subsector.Mecanismos de governança corporativa e desempenho: análise das companhias do subsetor de utilidade pública listadas na BM&FBovespa Resumo O objetivo da pesquisa foi o de verificar o nível de relação entre os mecanismos de governança corporativa e o desempenho das empresas do subsetor de utilidade pública, listadas na BM&FBovespa. A pesquisa teve como base os dados das demonstrações financeiras de 2010 a 2014, obtidas no sítio eletrônico da BM&FBovespa, resultando assim, em uma amostra de 63 empresas, com 315 observações. Para o cálculo da proxy de desempenho da empresa foi utilizado o ROA, e para o cálculo das proxies dos mecanismos de governança corporativa foram utilizadas a qualidade da auditoria, concentração de propriedade em ações ordinárias e em ações preferenciais, participação nos níveis de governança da BM&FBovespa, número de ações mantidas pelo governo e número de diretores no Conselho, adaptado da pesquisa de Mollah e Zaman (2015). Convergente com pesquisas nacionais e internacionais, os achados desse estudo evidenciaram que as variáveis qualidade do lucro, concentração de propriedade em ações preferenciais, participação nos níveis de governança e tamanho do Conselho são positivamente relacionados com o desempenho da empresa; já a concentração de propriedade em ações ordinárias e o número de ações mantidas pelo governo são negativamente relacionadas com o desempenho. Para pesquisas futuras, recomenda-se ampliar a outros setores do mercado bem como utilizar outros mecanismos de governança corporativa, presentes na literatura.Palavras-chave: Governança Corporativa. Desempenho. Utilidade Pública.

scholarly journals Analysis of User Satisfication with Graduates in Statistical Study Program Universitas Terbuka

Jurnal Varian ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 29-38
Author(s):  
Siti Hadijah Hasanah ◽  
Dewi Juliah Ratnaningsih
Keyword(s):  
Performance Analysis ◽  
User Satisfaction ◽  
Positive Attitude ◽  
Statistical Study ◽  
Gap Analysis ◽  
Tracer Study ◽  
Study Program ◽  
Satisfaction Index ◽  
User Expectations ◽  
Fishbein Model

Revolution 4.0 requires the Universitas Terbuka Statistics study program to change the educational curriculum that aims to produce quality graduate competencies. Therefore, to collect informationand evaluate the competence of graduates, it is necessary to conduct tracer study research on each graduate. This study aims to measure user satisfaction with graduate competencies using Gap analysis, Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI), and a multi-attribute Fishbein model. Based on the value of Gap and Science, the main priority that must be improved by graduates to meet user expectations is the ability to solve problems, generate ideas, and be able to present the results of these ideas in the form of reports/journals. The value of the level of suitability between user satisfaction and the importance of the ability of graduates is very good at 92.87% and a CSI value of 78.25%, which means that overall user satisfaction with graduates is good, besides thatbased on the results of the multi-attribute Fishbein model, an Ao value of 158.20 which means that graduate users have a positive attitude towards the abilities of UT Statistics program graduates.

Mengembangkan Diseminasi Official Statistics: Peluang dan Tantangan dalam Inovasi Layanan Statistik

2021 ◽  
Vol 2021 (1) ◽  
pp. 1-10
Author(s):  
Tiyas Ambarsari ◽  
Triana Rachmaningsih ◽  
Hady Suryono
Keyword(s):  
Performance Analysis ◽  
Gap Analysis ◽  
Official Statistics ◽  
And Performance

Badan Pusat Statistik (BPS) berfungsi sebagai sumber utama data statistik resmi (official statistics) dan memiliki tanggung jawab untuk mendiseminasikan data untuk penggunaan umum. Untuk mencapai misi ini, banyak inisiatif dilakukan untuk membuat inovasi yang membuat data lebih mudah ditemukan, digunakan, dan diakses secara efektif dan efisien. Survei Kebutuhan Data (SKD) merupakan salah satu inisiatif yang dilakukan untuk mengidentifikasi kebutuhan data statistik dan tingkat kepuasan konsumen terhadap data dan pelayanan BPS. Dalam makalah ini, kami akan menjelaskan pendekatan metode diseminasi melalui website dan portal data sebagai inovasi layanan statistik untuk mengembangkan diseminasi official statistics berdasarkan metode IPA (Importance and Performance Analysis) dan analisis kesenjangan (gap analysis). Hasil penelitian menunjukkan bahwa gap analysis terhadap atribut pelayanan statistik adalah -0,02 sampai -0,31 dan analisis IPA menunjukkan adanya peluang pengembangan inovasi pada layanan website yang ada pada Kuadran A yang menjadi prioritas utama perbaikan. Kata kunci: official statistics, diseminasi, gap analysis, importance and performance analysis  

scholarly journals Analisis kesenjangan harapan dan kinerja lanskap jalan sebagai ruang terbuka publik saat car-free day di kawasan Renon, Denpasar

2019 ◽  
pp. 37
Author(s):  
Yensa Margareth Tarigan ◽  
Cokorda Gede Alit Semarajaya ◽  
I Made Adikampana
Keyword(s):  
Urban Development ◽  
Public Space ◽  
Open Space ◽  
Gap Analysis ◽  
Satisfaction Index ◽  
Visitor Satisfaction ◽  
Satisfaction Rate ◽  
Public Open Space ◽  
The Government ◽  
And Performance

The Gap Analysis of Expectancy and Performance of Streetscape as Public Open Space during Car Free Day in Renon Area, Denpasar. The numbers of open public space in Denpasar City have not been able to meet adequate ratios with population growth and urban development. To overcome this problem, one of the efforts that has been made by the government is to utilize the existing infrastructure into a temporary open public space which is the Car Free Day (CFD) Program. The shifting space utilization and the increase of activities on the streetscape will affect people perceptions who go there. This study aims to evaluate the Car Free Day program in Renon area base on the visitor satisfaction and streetscape performance. The analysis methods used are Costumer Satisfaction Index and Gap Analysis. The results of this study indicate that there are still disparities between the expectancy from the visitors with the streetscape performance. Car Free Day's Visitor satisfaction rate in Renon area is 78.4% in the range of 77% <X ? 80% which is "borderline". It means there are some unsatisfactory attributes and the performance needs to be improved.

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