scholarly journals Kepuasan jamaah haji Kabupaten Rembang menggunakan Importance Performance Analysis (IPA)

2021 ◽  
Vol 5 (2) ◽  
pp. 294-309
Author(s):  
Silfia Nurul Farahdina ◽  
Mirwan Surya Perdhana ◽  
Lusi Rachmiazasi Masduki
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Primary Data ◽  
Physical Evidence

The Indonesian government's service for organizing regular pilgrimages from year to year still shows various problems. This study aims to determine the satisfaction of the pilgrims by analyzed the quality of service for Hajj group 56 at Rembang Regency in 2019, as well as to determine the aspects to improve the quality of Hajj services. The data used in this study was primary data obtained from a survey conducted by distributing questionnaires to the Hajj group 56 pilgrims in 2019 in Rembang Regency. The methodology used in this research was Importance Performance Analysis (IPA) method. The results of the analysis show that the highest value of satisfaction was found in the dimensions of physical evidence (tangibles), namely lodging accommodations in Mecca and Medina. While the lowest satisfaction value was found in the empathy dimension.

Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang

WARTA ARDHIA ◽  
2013 ◽  
Vol 39 (3) ◽  
pp. 207-218
Author(s):  
Sitti Subekti
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Air Transport ◽  
Primary Data ◽  
Satisfaction Index ◽  
Time Performance ◽  
Customer Satisfaction Index ◽  
Air Transport Industry

The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good. Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good).

scholarly journals Analisis Persaingan Dan Kepuasan Konsumen Dengan Menggunakan Metode Correspondance Analysis Dan Importance Performance Analysis

2017 ◽  
Vol 16 (2) ◽  
pp. 74
Author(s):  
Nanda Bagus Pratama ◽  
Shanty Kusuma Dewi ◽  
Teguh Baroto
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Correspondence Analysis ◽  
Consumer Loyalty ◽  
Product Price ◽  
Physical Evidence ◽  
Place Promotion ◽  
The Difference ◽  
A Company

Epic Culinary is a cafe and a restaurant that established in January 2015. According to a survey conducted at the beginning of Epic Culinary it can be seen that the problems faced by the existence of a complaint to the problem places, products, facilities, and price. In addition, as a company that is growing and developing Epic Culinary do not have characteristics of companies that made the difference with existing competitors. Of the problems faced by the company companies also need to consider existing competitors, both in terms of strengths and weaknesse. In addition to analyzing the company's existing competitors should also strive to realize the expectations of consumers. Correspondence Analysis (CA) is the method used to pay attention to competitors, namely in terms of strengths and weaknesses of the company which will then be made as input in designing a strategy. After that to determine the extent of quality of service the company has done to the satisfaction of customer dan to increase consumer loyalty is by using importance performance analysis (IPA). Application of the method both methods above will do the deployment questionnaire using 7P concept of product, price, place, promotion, people, physical evidence and process used as an attribute in making the questions.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI PADA MASA PANDEMIK COVID-19 DI KANTIN YUANK KOTA BIMA

2021 ◽  
Vol 3 (2) ◽  
pp. 204
Author(s):  
Winda Winda ◽  
Firmansyah Kusumayadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Purchase Intention ◽  
Quantitative Methods ◽  
T Test ◽  
Primary Data ◽  
P Value

Quality of service is one of the main activities carried out by Kantin Yuank in its efforts to develop and earn a profit. Therefore, this study aims to determine the effect of service quality on visitor buying interest during the Covid 19 pandemic at the Yuank Canteen in Bima City. The research method uses quantitative methods with primary data sources. The sample in this study was 96 respondents using non-probability sampling method with accidental sampling technique. The research was conducted by distributing questionnaires. Data analysis in this study includes: validity and reliability tests, simple linear regression, correlation coefficient, determination coefficient (R2) and hypothesis testing through t test. Hypothesis testing using the t test shows that the independent variable quality of service studied is proven to significantly affect the dependent variable consumer purchase interest with a p value of 0.000 less than 0.05 (0.000 <0.05). The Adjusted R Square is 0.251. This means that 25.1% of buying interest is influenced by service quality and the remaining 74.9% is caused by other factors not included in this study such as product quality, price, place and others. The results showed that service quality influenced purchase intention. Thus, by maintaining and improving product quality and service quality at the Yuank Canteen in Bima City, a positive visitor attitude will be formed which will affect the buying interest of visitors at the Yuank Canteen in Bima City.

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals PERFORMANCE ANALYSIS AND QOS FRAMEWORK OF FLY WİRELESS NETWORK

2019 ◽  
Vol 01 (02) ◽  
pp. 103-115
Author(s):  
Durai Pandian M
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Wireless Network ◽  
Wireless Mesh Network ◽  
Environmental Changes ◽  
Mesh Networks ◽  
Access Point ◽  
Mesh Network ◽  
Wireless Mesh

The spread out of wireless mesh network has made possible the extended range of communication network that are impractical due to environmental changes in a wired access point, these wireless mesh network does not require much competence to set it up as it can be set very fast at a cheap rate, and the conveyancing of messages in it happens by selecting the shortest path, these wireless mesh built-in with irrepressible and invulnerable identities come with an endurance to temporary congestion and individual node failure. This results in an architecture providing a better coverage, flaw indulgent with higher bandwidth compared to other wireless distributed systems. But faces the limitation on power conservation. The battery activated mesh nodes loses their resources on perception, processing and transmission of the data’s, though these batteries or accumulators comes with energy regaining capability still draw backs show up as their nature of energy regaining are unexposed. So the performance analysis of fly wireless network which proposes a uninterrupted wireless mesh networks aims at providing a best measure of performance that is the best quality of service on the meshwork by providing an improved energy gleaning using potency segregation (IGPS) which empowers each node to have self- contained accumulation of energy achieving heightened adaption with energy consumption kept at a minimum. The gross functioning of the proposed is examined on the bases of delay and packet loss to prove the quality of service acquired.

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