scholarly journals Kajian Tingkat Kepuasan Pengguna Jasa terhadap Kinerja Pelayanan Angkutan Penyeberangan Lintas Kariangau – Penajam, Balikpapan

2016 ◽  
Vol 14 (1) ◽  
pp. 42
Author(s):  
Darmadi Darmadi ◽  
Muhammad Zainul Arifin ◽  
Imma Widyawati Agustin
Keyword(s):  
Performance Analysis ◽  
Arrival Time ◽  
Service Performance ◽  
Satisfaction Level ◽  
Customer Perception ◽  
Operational System ◽  
Satisfaction Index ◽  
Duration Condition ◽  
Air Circulation ◽  
Destination Port

The objectives of this study are for knowing costumer satisfaction level of ferry service performance Kariangau– Penajam trajectory, Balikpapan based on customer perception with existence of change of ship operational system from 8:4 (8 ship operated and 4 standby) become 10:2 (10 ship operated and 2 standby) and also for getting alternative solution to overcome problems which there is still after imposed of new ship operational system. This study uses Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)methods. Result of study pursuant to analysis of IPA quadrant, service attributes becoming major priority to be improve repaired by its performance are attribute hygiene of bath room/toilet in ship , accuracy of arrival time in destination port, accuracy of time voyage duration, condition of air circulation in ship  and demonstration of usage of safety appliance in ship. CSI calculation result based on customer perception obtained value 69% that representation that assessment of respondent to ferry  service performance of Kariangau – Penajam trajectory enter in satisfied category. 

scholarly journals Analisis Kepuasan Pengunjung Terhadap Layanan Perpustakaan Politeknik Negeri Bali

Epigram ◽  
2019 ◽  
Vol 16 (2) ◽  
pp. 111-120
Author(s):  
Ni Wayan Dewinta Ayuni ◽  
Wayan Hesadijaya Utthavi ◽  
AA. Istri Raka Wahyuni
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Library Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Future ◽  
Air Circulation ◽  
Employee Response

Library can be said as the heart of the universities. Politeknik Negri Bali (PNB) as one of the universities in Indonesia currently has one library room located on the 2nd floor of the PNB Central Building. Based on the data, the average number of PNB library visitors in the year 2017 is only 15% of the total civitas. This number shows that PNB library has not been optimally utilized. The purpose of this study is to assess the satisfaction of library visitors to PNB library services, so that the PNB library in the future can provide better service and the number of library visitors can increase. The variables used are five service dimensions, namely tangibles, reliability, responsiveness, assurance, and emphaty. The method of analysis used in this study are importance performance analysis (IPA) and analysis of customer satisfaction index (CSI). Results shows that there are some services that need to be maintained, such as the completeness of facilities, updated collection, air circulation, locker safety, convenience in finding references, knowledge of employee, hospitality of employee, concern of employee, response of employee, and good comunication between employee and visitors. According to CSI method, the visitors’ satisfaction level is 76,40% which is classified as satisfied.

scholarly journals PENGUKURAN KEPUASAN KONSUMEN PADA KANTIN INSTITUT TEKNOLOGI SUMATERA MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS

2021 ◽  
Vol 1 (1) ◽  
pp. 8-15
Author(s):  
Hesti Pangastuti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Food Service ◽  
Product Price ◽  
Customer Perception ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Food And Drink

Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan konsumen di kantin Rumah Kayu, Institut Teknologi Sumatera. Penelitian ini dilakukan menggunakan metode Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Metode sampling secara purposif dilakukan dengan jumlah 94 responden, sebagian besar adalah mahasiswa. Atribut yang paling penting berdasarkan persepsi konsumen adalah keamanan dan kebersihan makanan dan minuman yang disajikan, sedangkan atribut yang memiliki performa paling baik adalah variasi menu. Hasil analisis IPA menunjukkan bahwa harga produk, kesesuaian harga dan kualitas, kesesuaian harga dan kuantitas, area makan yang nyaman dan menarik secara visual, dan kecepatan penyajian merupakan atribut-atribut yang memiliki prioritas tinggi untuk diintervensi. Hasil analisis CSI menunjukkan bahwa tingkat kepuasan konsumen adalah 72,33% dan dikategorikan sebagai ‘memuaskan’. Oleh karena itu, perbaikan beberapa atribut diperlukan sesuai dengan prioritas yang disarankan untuk meningkatkan kepuasan konsumen. ABSTRACT: The objective of this study was to investigate the level of customer satisfaction in Rumah Kayu cafetaria at Institut Teknologi Sumatera. The study was conducted by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Sampling method by purposive sampling was carried out with 94 respondents, mostly were students. The most important attribute from cafeteria customer perception was safeness and cleanliness of food and drink served, whereas the top performance attribute was menu variation. The results of IPA analysis showed that product price, price-quality fairness, price-quantity fairness, dining area comfortability and visual attractiveness, and quick serving were identified as high priorities for intervention. Finding based on CSI analysis showed that the level of customer satisfaction was 72.33% and categorized as ‘satisfied’. Therefore, improvement of some attributes required in accordance with priorities that have been generated by this study in order to improve customer satisfaction. Keywords: CSI, cafeteria, customer satisfaction, food service, IPA

scholarly journals Analisis Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api Prameks di Stasiun Klaten

2019 ◽  
Vol 10 (2) ◽  
pp. 73-85
Author(s):  
Tri Widodo ◽  
◽  
Andung Jati Nugroho ◽  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Performance ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Passenger Satisfaction ◽  
Provision Of Services ◽  
Calculation Results ◽  
Level Of Importance

PT Kereta Api Indonesia provides services to prospective passengers in the provision of services related to the only railway services in Indonesia. In this study aims to determine the extent of the quality of service that has been given by Klaten Station to train passengers. This research was carried out on trainers. The study was conducted by distributing 25 questionnaires to train passengers at Klaten Station. Then tested the validity and reliability, to determine the suitability of the distributed questionnaire, then measured the level of importance with Service Performance, then carried out the calculation of the Customer Satisfaction Index to determine the level of passenger satisfaction, then make a chart Importance Performance Analysis to determine the level of importance and customer satisfaction. The calculation results from Service Performance obtained the value of the suitability level of 44.45% -77.45%, the value of the Customer Satisfaction Index of 61.60% which is included in the Very Poor's criteria or needs to be improved, the Importance Performance Analysis calculation has the highest priority quality attributes namely the attributes number 6, 7, 12, 20, and 21. With the proposed improvements using the Theory Resheniya Izobreatatelskikh Zadatch, that is, increase the number of seats for prospective passengers and introductory. Adding supporting facilities that do not yet exist in the Klaten Station environment, PT KAI will educate Klaten Station officers to be more disciplined and prioritize the best service to customers.

scholarly journals Evaluasi Kinerja Angkutan Logistik Melalui Bandar Udara Haluoleo Dengan Metode Importance Performance Analysis Dan Customer Satisfaction Index

2020 ◽  
Vol 1 (2) ◽  
pp. 89-109
Author(s):  
Sudirman . ◽  
La Ode Muhamad Magribi ◽  
La Ode Musa Rachmat
Keyword(s):  
Performance Evaluation ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Performance Indicators ◽  
Good Condition ◽  
Service Performance ◽  
Satisfaction Index ◽  
Work Units ◽  
Goals And Objectives

Performance Evaluation is a system and how to determine the work ofindividuals, employees, work units and organizations as a whole thatare used to ensure the achievement of goals and objectives. The purpose of this study is to analyze the level of importanceand customer satisfaction on service and position of each variablewhen associated with performance indicators and service usersatisfaction in the terminal of Haluoleo Airport cargo. Performance Evaluation at Haluoleo Airport Logistics Terminalcan be measured by several indicators to determine the level ofimportance and satisfaction felt by the customers. To know the level ofimportance and satisfaction in the use of approach through analysis ofImportance Performance Analysis of interest analysis and performanceanalysis, each using a 5 Likert scale. Based on the analysis, the value ofcustomer satisfaction is 88%, which means the service criteria are verysatisfied and the quality of service at the Haluoleo Airport cargoterminal is in very good condition based on the user's rating. Overallthe value of customer satisfaction for service performance is 0.88 withthe criteria of service users feel very satisfied for the performance.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN RUMAH MAKAN “XXX” LAMONGAN DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (4) ◽  
pp. 712
Author(s):  
Rinty Azaria ◽  
Sudarma Widjaya ◽  
Maya Riantini
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Case Study Method ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Fishbein Model

This study aims to explore the consumers’ attitudes and satisfaction toward restaurant. This research is conducted at "XXX" Lamongan Restaurant in Bandar Lampung. Data collection was carried out in January-February 2019 by the case study method employing the number of respondents of 60 people who were selected by nonprobability sampling method. The data were analyzed using Multiatribut Fishbein Model, Customer Satisfaction Index and Importance Performance Analysis. The results of this research showed that food taste has the highest score of consumers attitude toward restaurant. The satisfaction level of the restaurant has the value of 83.73%, included to the very satisfied category. The restaurant has been implementing the product attributes that were suitable with consumers’ wishes.Key words : consumer, restaurant, satisfaction

scholarly journals ANALISIS TINGKAT KEPUASAN PETANI JAGUNG TERHADAP PELAYANAN LEMBAGA PEMASARANNYA DI KECAMATAN LUBUK PINANG KABUPATEN MUKOMUKO

2016 ◽  
Vol 15 (1) ◽  
pp. 45-58
Author(s):  
Irvan Diyahya ◽  
Ketut Sukiyono ◽  
Redy Badrudin
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Service ◽  
Services Marketing ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This research was conducted in Sumber Makmur village, Lubuk Pinang subdistrict Mukomuko District from in March 2015 by surveyed 92 corn farmers as samples.  This study is aimed at investigating the performance and the benefit of an attribute services marketing institutions agribusiness in support of corn in kabupaten mukomuko and estimating satisfaction level of corn farmers to marketing institutions  services in support  corn  agribusiness in Kabupaten Mukomuko. The purpose of the first analyzed by Importance Performance Analysis (IPA)  method and the purpose of the second analyzed by Customer Satisfaction Index (CSI) method. From IPA results, it can be  drawn conclusions that marketing institution 1 services aspects that need to be improved and are considered important for farmers are fast service, right and always respond to help the farmers of corn, the accuracy of scales and willingness to respect and serving officers and by prioritising the needs of farmers. Then the marketing institution 2 services aspects  that need to be improved and be considered important for farmers are communicating information the quality of corn desired consumers to farmers, the ability to communicate from the officers and openness and honesty in giving information service. Corn growers were satisfied with marketing services institution 1 with CSI of 70,65 %, and to marketing institution  2 with CSI of 72,21 %.  Keywords: Corn, Marketing, IPA, CSI, Satisfaction.

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

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.  

scholarly journals SATISFACTION LEVEL OF PASSENGERS, SERVICE & FACILITY OF KMP DHARMA BAHARI SUMEKAR III BY IPA AND CSI METHODS

2021 ◽  
Vol 2 (1) ◽  
pp. 161
Author(s):  
Kurnia Hadi Putra ◽  
Ita Suhermin Ingsih ◽  
Bambang Wahyudi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Research Result ◽  
Satisfaction Level ◽  
Service Facility ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Transport intends to ease the movement from one place to another. KMP Dharma Bahari Sumekar III belongs to one of transport facilities operated at Kalianget Port in Sumenep.This research aimed at investigating the satisfaction level of passengers taking KMP Dharma Bahari Sumekar III by implementing the methods of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The research result indicated several essential attributes i.e. Quadrant II (toilet cleanliness in KMP Dharma Bahari Sumekar III and facility convenience for passengers in KMP Dharma Bahari Sumekar III and Quadrant II (safety in KMP Dharma Bahari Sumekar III, cleanliness in KMP Dharma Bahari III, the ability of officer in KMP Dharma Bahari Sumekar III to respond fast the emergent problems and be responsible on the safety and cozines of passengers). Meanwhile, the result of CSI method obtained 71,47%.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

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