scholarly journals Analisis kepuasan pemustaka terhadap kualitas layanan perpustakaan di perguruan tinggi vokasi dengan metode servqual dan importance-performace analysis

2018 ◽  
Vol 14 (2) ◽  
pp. 214 ◽  
Author(s):  
Renanda Nia Rachmadita ◽  
Wibowo Arninputranto
Keyword(s):  
Higher Education ◽  
Performance Analysis ◽  
Library Services ◽  
Analysis Method ◽  
Collection Method ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Online Catalog ◽  
User Expectations ◽  
Vocational Higher Education

Introduction. Library in Vocational Higher Education is required to provide the best services in facilities, learning environmentbased on the characteristics of vocational education. This study aims to measure the level of satisfaction of library services  in vocational colleges. Data Collection Method. The questionnaires were distributed to 150 respondents including students and lecturersbased on five dimensions of Servqual. Data Analysis. The analysis was conducted  by identifying  the gap between perception and expectation using Importance-Performance Analysis method. Results and Discussions. Overall, the analysis if the gap for all Servqual dimensions was negative. Some services needto be  improved  to meet user expectations. By using Importance-Performance Analysis, itwas found that the attribute P10 (Library needs to provide an adequate online catalog) should be prioritized..Conclusions. It is expected that the library can improve the services based on the users’ needs.

scholarly journals Analysis of Library Visitor Satisfaction Using the Servqual Method

2020 ◽  
Vol 1 (1) ◽  
pp. 7-13
Author(s):  
Rini Agustina ◽  
Dodit Suprianto ◽  
Nandono Cahyo
Keyword(s):  
Service Evaluation ◽  
Library Services ◽  
Library Service ◽  
Five Dimensions ◽  
Average Value ◽  
Visitor Satisfaction ◽  
Level Of Satisfaction ◽  
Satisfaction Evaluation

The purpose of this study was to determine the level of satisfaction of library services with the SERVQUAL method based on five dimensions, such as tangible, reliability, responsiveness, assurances, and empathy. The satisfaction evaluation of library services is needed because the number of library visitors is increasingly decreasing. This study tries to find out the things that cause the number of library visitors to decrease while knowing what services need to be improved. Based on the results of library service evaluation tests, 68% of visitors said they were not satisfied with library services, with an average value of SERVQUAL (-0.2) from 25 criteria and 105 respondents. This data shows some library services that must be repaired by schools by improving facilities andservices to visitors.

scholarly journals Evaluasi Kepuasan Pelayanan Pengguna Aplikasi OPAC Perpustakaan STMIK AMIKOM Yogyakarta

2015 ◽  
Vol 1 (1) ◽  
pp. 46
Author(s):  
Fatimah Nur Arifah ◽  
Abidarin Rosidi ◽  
Hanif Al Fatta
Keyword(s):  
Performance Analysis ◽  
User Satisfaction ◽  
Ease Of Use ◽  
Public Access ◽  
End User ◽  
Improve Performance ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Level Of Satisfaction ◽  
End User Computing

Penelitian ini bertujuan untuk mengetahui dan mengukur tingkat kepuasan pengguna terhadap aplikasi Online Public Access Catalog (OPAC) pada Perpustakaan STMIK AMIKOM Yogyakarta. Subjek penelitian ini ialah mahasiswa yang terdaftar sebagai anggota perpustakaan dan objek penelitian ini adalah aplikasi OPAC Perpustakaan STMIK AMIKOM Yogyakarta. Analisis data dalam penelitian ini menggunakan diagram Importance Performance Analysis (IPA) dipadukan dengan Indeks Kepuasan Pengguna (IKP) didasarkan pada indikator-indikator dari lima dimensi End User Computing Satisfaction yaitu isi (content), keakuratan (accuracy), bentuk (format), kemudahan penggunaan (ease of use) dan ketepatan waktu (timeliness). Hasil penelitian menunjukkan pengguna OPAC Perpustakaan STMIK AMIKOM Yogyakarta cukup puas dengan hasil perhitungan IKP 78,01 %. Penelitian ini diharapkan dapat memberi masukan pada pengelola OPAC sebagai bahan acuan untuk meningkatkan kinerja OPAC.This study aims to identify and measure the level of satisfaction of users of the application Online Public Access Catalog (OPAC) in the library STMIK AMIKOM Yogyakarta. These subjects are students who are registered as members of the library and the object of this study is OPAC STMIK Library AMIKOM Yogyakarta. Analysis of the data in this study using a diagram of Importance Performance Analysis (IPA) which is combined with User Satisfaction Index (IKP) based on the five dimensions of End User Computing Satisfaction; content, accuracy, format, ease of use and timeliness. The results showed users of OPAC STMIK AMIKOM Yogyakarta quite satisfied with the results of the calculation IKP 78.01%. This research is expected to provide input to the manager of the OPAC as a reference to improve performance of the OPAC.

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 Kualitas Website Tokome Menggunakan Metode Webqual 4.0 dan Importance Performance Analysis

2021 ◽  
Vol 6 (1) ◽  
pp. 57
Author(s):  
Devitasari Devitasari ◽  
Theresia Wati ◽  
Sarika Sarika
Keyword(s):  
Performance Analysis ◽  
Information Security ◽  
Information Quality ◽  
Quality Service ◽  
Analysis Method ◽  
User Perceptions ◽  
Interaction Quality ◽  
User Expectations ◽  
Perceptions And Expectations

Tokome.id is an e-commerce company that provides merchandise manufacturing services by sending a design image of the product that we want to buy or sell. The purpose of this research is to measure the quality of the website owned by Tokome.id. To see the quality of a website, it is necessary to measure based on the quality based on the users using Webqual 4.0 method which consists of 3 variables (usability, information quality, service interaction quality), and 22 question indicators. The technique used by researchers is Importance Performance Analysis (IPA) method which provides an overview of what indicators need improvement or needs to maintain their quality based on user perceptions and expectations. Based on the results of the analysis of Importance Performance Analysis (IPA), it shows that the 22 items analyzed using the importance-performance analysis method are divided into quadrant I (8 items), quadrant II (6 items), quadrant III ( 5 items), and quadrant IV (3 items). Items that are considered very important and need to be improved are in quadrant I, namely the sense of data or information security when accessing the website. These outcome show that the quality of the Tokome. id website is still lacking and has not met user expectations.

scholarly journals Analisis Tingkat Kepuasan Pengguna Sistem Informasi Kerja Praktek dan Skripsi (SKKP) Menggunakan Metode End User Computing Satisfaction (EUCS)

2020 ◽  
Vol 4 (1) ◽  
pp. 17-21
Author(s):  
Nanny Raras Setyoningrum
Keyword(s):  
Information Technology ◽  
User Satisfaction ◽  
Ease Of Use ◽  
End User ◽  
Web Based ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Level Information ◽  
User Expectations ◽  
End User Computing

The advantages of information technology in the education has developed a lot, especially in universities. An example of the application of tertiary level information technology is the delivery of information presented through the university's official website. One of the web-based systems owned by the STTI Tanjungpinang is the Sistem Informasi Kerja Praktek dan Skripsi (SKKP). With this technology, the process of submitting titles to the registration of practical work trials and student theses has been switched online. Analysis of the level of satisfaction is important to know the extent of expectations and perceptions of system users in an effort to achieve the perfection of an information system and can meet user expectations. One method in analyzing user satisfaction levels is end user computing satisfaction (EUCS). Dimensions in EUCS consist of content, accuracy, format, ease of use and timeliness. This type of research is descriptive research that is intended to describe the phenomena that exist, which took place at this time or in the past. Data collection methods included observation, interviews and distribution of questionnaires with a sample of 35 respondents who were active SKKP users. The results of the analysis of user satisfaction level SKKP STTI Tanjungpinang using the EUCS method of 78.69% with a gap of 21.31% means users are in the range of satisfied categories. From the five dimensions, the variable content has the smallest gap of 8.69% while the largest gap is in the accuracy variable, which is 32.02%.

scholarly journals METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X

2020 ◽  
Vol 8 (2) ◽  
pp. 144
Author(s):  
Ulfi Nur Alifah ◽  
Alan Prahutama ◽  
Agus Rusgiyono
Keyword(s):  
Quality Improvement ◽  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Analysis Method ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain ◽  
Ease Of Access

The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.

scholarly journals KINERJA FASILITAS KOMERSIAL STASIUN KERETA API : PERSEPSI VS HARAPAN

2021 ◽  
Vol 5 (2) ◽  
pp. 146
Author(s):  
Dewi Rachmaniatus Syahriyah ◽  
Nova Asriana
Keyword(s):  
Quantitative Analysis ◽  
Performance Analysis ◽  
Case Studies ◽  
User Satisfaction ◽  
Quadrant Analysis ◽  
Analysis Method ◽  
Railway Station ◽  
Level Of Satisfaction ◽  
Commercial Value

Abstract: The operation of railway station facilities prioritizes comfort, security and safety. In addition, the station also has high commercial value with commercial facilities. The role of users in commercial facilities as visitors to commercial facilities is very important. This relates to the level of comfort and satisfaction felt by visitors. This research will discuss about the performance of commercial facilities in order to get a railway station commercial facility arrangement that can adjust the level of comfort and user satisfaction. The level of comfort is indicated by the value of the visitor's perception, while the level of satisfaction is indicated by the value of visitor expectations of the railway station commercial facilities. Quantitative analysis was performed using the quadrant analysis method. The selected case studies are Bandung Station and Kiaracondong Station. The results of the analysis show that there are two important elements in the arrangement of commercial facilities for the railway station, namely disability facilities and family facilities. The results of this analysis are expected to be the basis for the planning of the railway station commercial facilities.Abstrak: Penyelenggaraan sarana transportasi kereta api sangat memprioritaskan kenyamanan, keamanan dan keselamatan operasional. Selain dari sisi pelayanan transportasi, stasiun juga memiliki nilai komersial yang tinggi dengan adanya fasilitas komersial. Peran pengguna fasilitas komersial yaitu pengunjung fasilitas komersial sangatlah penting. Hal ini berkaitan dengan tingkat kenyamanan dan kepuasan yang dirasakan oleh pengguna fasilitas komersial. Pada penelitian ini akan membahas mengenai tingkat kinerja fasilitas komersial stasiun kereta api guna mendapatkan penataan fasilitas komersial stasiun kereta api yang dapat memenuhi tingkat kenyamanan dan kepuasan pengguna. Tingkat kenyamanan ditunjukkan dengan nilai persepsi pengunjung, sedangkan tingkat kepentingan ditunjukkan mencari nilai harapan pengunjung terhadap fasilitas komersial stasiun kereta api. Analisis dilakukan secara kuantitatif dengan metode analisis kuadran important performance analysis. Studi kasus yang dipilih adalah Stasiun Bandung dan Stasiun Kiaracondong. Hasil analisis menunjukkan bahwa terdapat dua elemen penting dalam penataan ini, yaitu fasilitas disabilitas dan fasilitas ibu dan anak.  Hasil analisis ini diharapkan dapat menjadi dasar dalam rencana penataan fasilitas komersial stasiun kereta api.

scholarly journals Survey of users’ level of satisfaction toward inclusive management and marketing of library service in Nigeria

2021 ◽  
Vol 21 ◽  
pp. 141-161
Author(s):  
Oluwatoyin Obinyan
Keyword(s):  
Information And Communication Technologies ◽  
User Satisfaction ◽  
Information Needs ◽  
Important Variable ◽  
Library Services ◽  
Library Management ◽  
Level Of Satisfaction ◽  
Library Resources ◽  
Information And Communication ◽  
User Expectations

Aim: Information and Communication Technologies (ICTs) brought significant innovation and improvement to library services and methods of meeting user needs.  Assessment of user satisfaction with the various library services is an important variable toward inclusive library management and marketing of library services in the 21st century. With the application of ICTs bringing about different resources and various accessibility modes (print and online), it became necessary to investigate user satisfaction with various available library resources and services. Methods: The study addressed user satisfaction using adapted customer satisfaction scores (CSAT) metric with Rodski Survey to elicit information from 560 respondents that visited the library within the space of one week.  The questionnaire was given to the respondents during their library visit twice daily for one week and the process excluded those that have filled the questionnaire before. Results: The data collected were analysed using descriptive statistics.  The findings revealed the level of user satisfaction to be average. It was also discovered that the resources in the library did not meet their information needs as the majority responded that the resources are inadequate and the overall assessment of their interaction with librarians is excellent despite the inadequate resources. Conclusion: Based on the findings, recommendations were made to create a holistic marketing strategy to improve usability of the library, to acquire more resources and funding to meet user expectations, and to address the need for adequate management of library resources.

scholarly journals STRATEGY FOR THE DEVELOPMENT OF PROFESSIONAL ABILITIES FOR AAL OF ENGINEERING CORPS USING IPA, SWOT AND ISM METHODS

JOURNAL ASRO ◽  
2021 ◽  
Vol 12 (02) ◽  
pp. 1
Author(s):  
Juni Hari Budianto ◽  
Suparno Suparno ◽  
Okol Sri Suharyo ◽  
Anton Nugroho
Keyword(s):  
Professional Development ◽  
Performance Analysis ◽  
Development Strategy ◽  
Hierarchical Structure ◽  
Quadrant Analysis ◽  
Analysis Method ◽  
Study Program ◽  
Knowledge And Skills ◽  
Level Of Satisfaction ◽  
Method Approach

Mechanical engineering corps of Indonesian Naval Cadets Department in charge of producing professional Engineering Corps Officers with knowledge and skills in the field of Indonesian Navy logistics management and warship engine engineering. There were still some of the obstacles that exist in the Study Program will certainly have an impact on the performance displayed by the graduates in their duties. This study used the IPA (Importance Performance Analysis) method to see the performance of graduates, the SWOT (Strength, Weakness, Opportunities and Threat) method in formulating strategies and the ISM (Interpretative Structural Modeling) approach in determining priorities and strategy mapping with the aim of producing a roadmap of chosen strategy. The results showed that the mapping of the position of the performance attributes of graduates in the Quadrant Analysis and the level of satisfaction at the level was quite satisfied with a satisfaction score of 63.6%. By using ISM method approach, five levels of hierarchical structure are generated to be used as a reference in determining the roadmap for the professional development strategy of the engineering corps of Indonesian Naval Cadets.   Keywords: Engineering corps of Indonesian Naval Cadets Department, IPA, SWOT, and ISM

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