scholarly journals Penilaian Situs E-Government Dengan Metode Webqual Dan Importance Performance Analysis

2017 ◽  
Vol 17 (2) ◽  
pp. 92
Author(s):  
Yudha Koessala Puja Andhika
Keyword(s):  
Performance Analysis ◽  
Community Participation ◽  
User Satisfaction ◽  
Research Result ◽  
Quantitative Approach ◽  
Satisfaction Index ◽  
Monitoring Programs ◽  
Service Interaction ◽  
The Government ◽  
Index Value

Lapor.go.id is a website to aspirate and complaints were easily accessible and integrated in order to increase community participation in monitoring programs and the performance of the government to implementation of public development and services. This research was descriptive quantitative approach using WEBQUAL dimensions namely usability, information, and service interaction that were assessed based on the perspective of performance and importance. Besides that, this research was conducted to investigate the user satisfaction on the website’s performances. Based on the research result shows that users are satisfied with the website’s performance with the satisfaction index value of 73.02%. Beside that, It is known that the website’s attributes of poorly performing and need to be improved are attributes related to the website’s interfaces, website’s competency, updated informations, detailed informations, and information that is easily understood.

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.

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 EVALUASI KESESUAIAN PASAR RAKYAT KABUPATEN BOGOR BERBASIS KEBUTUHAN PENGGUNA

2020 ◽  
Vol 14 (2) ◽  
pp. 305-324
Author(s):  
Luksi Paryatno ◽  
Ernan Rustiadi ◽  
Netti Tinaprilla
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
User Satisfaction ◽  
Government Regulation ◽  
Management Policy ◽  
Market Condition ◽  
Class Iii ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Traditional Market

Abstrak Pasar rakyat merupakan salah satu sumber Pendapatan Asli Daerah (PAD) di Kabupaten Bogor. Pembangunan pasar mengacu pada Perda Kota Bogor No.11 Tahun 2012 dengan memperhatikan kebutuhan masyarakat di sekitarnya supaya dapat dimanfaatkan secara optimal. Penelitian ini bertujuan untuk melihat kesesuaian kondisi pasar rakyat dengan SNI pasar dan kebutuhan penggunanya. Fasilitas yang dievalusi yaitu sarana prasarana, kebersihan, keamanan, dan aksesibilitas dengan analisis deskriptif terhadap persentase kesesuaian kondisi eksisting dengan SNI pasar. Metode Important Performance Analysis (IPA) digunakan untuk mengukur indeks kepentingan dan kinerja fasilitas pasar serta metode Customer Satisfaction Index (CSI) untuk mengukur indeks kepuasan pengguna terhadap pasar. Hasil penelitian menunjukkan bahwa belum ada pasar yang 100%  sesuai dengan SNI Pasar Rakyat. Berdasarkan persepsi pengguna, terdapat 4 fasilitas penting yang harus diperhatikan pengelola yaitu jumlah hidran air, lokasi hidran air, jumlah CCTV, dan lokasi CCTV. Masih diperlukan kebijakan dalam pengelolaan dan perbaikan pada fasilitas yang tersedia di sebagian besar pasar rakyat yang ada di Kabupaten Bogor, dimana secara keseluruhan tingkat kepuasan pengguna terhadap pasar rakyat kelas I dan kelas II masuk pada kriteria cause for concern dan pada pasar kelas III masuk pada kriteria poor dengan rata-rata kepuasan secara keseluruhan pasar sebesar 70 %. Kata Kunci: Pasar Rakyat, Analisis Kepentingan, Tingkat Kepuasan, IPA dan CSI, SNI Abstract Traditional market is one of revenue source (PAD) in Kabupaten Bogor. The market development must refer to Bogor local government regulation No. 11 Tahun 2012 and incorporate the needs of society around them to be optimize maximally. This study aims to  find the consistency of the traditional market condition against SNI on market and the needs of the users. The evaluated facilities are the condition of infrastructure, cleanliness, security, and accessibility. Analysis using have been carried out with a method of descriptive heading for measuring the percentage of the consistency of the exsisting traditional market condition with SNI Pasar. A method of Important Performance Analysis (IPA) used to measure performance index of interest and facilities as wel as a method of customer satisfaction index (CSI) for measuring user satisfaction index to the traditional market. The results showed that there was no market that was 100% in accordance with the SNI Pasar Rakyat. Based on the users perception, there are 4 important facilities that must be considered which are the number of water hydrants, the location of water hydrants, the number of CCTVs, and the location of CCTV. Therefore, market management policy is still needed to improve management and facilities at traditional market in Kabupaten Bogor, where overall user satisfaction to the market class I and class II in on the cause for concern and on class III markets enters at the poor overall satisfaction with an average of 70%. Keywords: Traditional Market, Performance Analysis, Customer Satisfaction, IPA and CSI, SNI JEL Classification: F12, F13, F1

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 Effectiveness of Participatory Planning for Community Development: A Case Study on Ward No-6 in Pabna Municipality

2020 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Mazed Parvez
Keyword(s):  
Public Participation ◽  
Community Participation ◽  
User Satisfaction ◽  
Solid Waste Management ◽  
Community Level ◽  
Global Network ◽  
Living Standard ◽  
Satisfaction Index ◽  
Utility Services

In modern-day global, network participation is taken into consideration as the prerequisite of sustainable urban improvement. Its levels from just informing people approximately the plan or improvement projects utilizing the humans. However, public participation in neighborhood authorizes led applications is nonetheless confined in   Bangladesh. Increasingly, community participation is considered important in ensuring the sustainability of community utility services. In return, better access to all service facilities such as water supply, gas supply, transportation, health care, recreational area, electricity supply, etc. are important in the development of the living standard of the communities of an area. As the rate of community participation, this paper reconnoiters the extent of public participation in spatial planning performs in the Pabna municipality built totally on the citizen’s responses. Data were collected from community service facilities of ward no-06 in Pabna Municipality, Pabna District. Community Effect Index (CEI) and User Satisfaction Index (USI) were used to assess the performance of the community level utility services. The results indicate whether community-level utility services were effective or not. There is a general need to improve the quality and quantity of other services facilities like recreation facility, market facility, health facility, solid waste management system and transportation facility, and a need to improve authorized sections i.e. Municipality authority as well as NGOs to provide better services in this area.

scholarly journals ANALISIS PENGELOLAAN ASET TETAP PADA GEDUNG KEUANGAN NEGARA MANADO DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA)

2019 ◽  
Vol 19 (10) ◽  
Author(s):  
Kristian Payangan ◽  
Rosalina A.M. Koleangan ◽  
Tri Oldy Rotinsulu
Keyword(s):  
Economic Growth ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Asset Management ◽  
User Satisfaction ◽  
Management Team ◽  
State Budget ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

ABSTRAKTingkat Pertumbuhan ekonomi di negara kita sangat bergantung kepada besar kecilnya Anggaran Pendapatan Belanja Negara (APBN) Pemerintah. APBN merupakan motor pengerak pertumbuhan ekonomi dimana pemerintah mengalokasikan anggarannya untuk mewujudkan program-program yang telah dirancang dalam rangka mensejahterahkan rakyat dengan menyediakan lapangan kerja, menyediakan dan membangun sarana dan prasarana serta infrastruktur, menyediakan layanan pendidikan dan kesehatan dan pembangunan manusia serta membiayai pelaksanaan tugas dan fungsi pemerintah lewat Kementerian/Lembaga. Mengingat APBN yang sifatnya terbatas sementara kebutuhan akan anggaran yang cukup banyak,.Penelitian ini bertujuan untuk mendeskripsikan pelaksanaan pengelolaan aset yang dilakukan oleh Tim Pengurus Aset pada Gedung Keuangan Negara (GKN) Manado dan menganalisis tingkat kepuasan pengguna aset terhadap kinerja dari Tim Pengurus Aset. Metode yang digunakan untuk menjawab proses pelaksanaan pengelolaan aset yang dilakukan oleh Tim Pengurus Aset adalah analisis deskriptif.  Untuk melihat tingkat kepuasan pengguna aset dalam hal ini pejabat dan pegawai yang bekerja pada Kantor GKN Manado menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI).Hasil penelitian menunjukkan bahwa pelaksanaan pengelolaan aset yang dilakukan oleh Tim Pengurus Aset dinilai oleh pengguna aset masih terdapat kekurangan yang perlu dilakukan perbaikan secara terus menerus, Hal ini ditunjukkan dari hasil perhitungan diperoleh nilai  CSI sebesar 43,39 persen yang memperlihatkan bahwa kinerja Tim Pengurus Aset dinilai kurang memuaskan dimana terdapat atribut-atribut yang belum baik kinerjanya yang butuh perbaikan agar tingkat kepuasan pengguna aset dapat meningkat.. Kata kunci: pengelolaan aset, kinerja tim pengurus aset, kepuasan pengguna aset  ABSTRACTThe level of economic growth in our country is very dependent on the size of the Government's State Budget (APBN). The APBN is a driving force for economic growth where the government allocates its budget to realize programs that have been designed in order to prosper the people by providing employment, providing and building facilities and infrastructure and infrastructure, providing education and health and human development services and financing the implementation of tasks and functions government through Ministries / Institutions. Given the limited nature of the state budget while the need for a sufficient amount of budget.                This study aims to describe the implementation of asset management carried out by the Asset Management Team in Manado State Financial Building (GKN) and analyze the level of satisfaction of asset users against the performance of the Asset Management Team. The method used to answer the process of implementing asset management carried out by the Asset Management Team is a descriptive analysis. To see the level of satisfaction of asset users in this case officials and employees who work at the Manado GKN Office use the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI).                The results of the study show how the assets carried out by the Asset Management Team requested by asset users need to be carried out continuously. This discusses the results obtained with a CSI value of 43.39 percent who want to know the satisfying attributes that are needed. it is necessary to increase the level of user satisfaction of assets can increase. Keywords: asset management, asset management team performance, asset user satisfaction

scholarly journals ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN TUTORIAL TATAP MUKA DI UPBJJ-UT BENGKULU

2019 ◽  
Vol 20 (2) ◽  
pp. 102-113
Author(s):  
Dwi Kristanti
Keyword(s):  
Weighted Average ◽  
Regional Office ◽  
Face To Face ◽  
The Public ◽  
Average Value ◽  
Satisfaction Index ◽  
The Government ◽  
Quantitative Descriptive ◽  
Index Value ◽  
Bureaucratic Reform

Public services by the government in various sectors are sometimes perceived as not in line with public expectations. The purpose of this study was to analyze the quality of face-to-face tutorial services at Universitas Terbuka (UT) Regional Office in Bengkulu, using the Public Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) method. This study used a quantitative descriptive approach. Data analysis techniques using the Public Satisfaction Index (IKM) approach, were calculated based on the weighted average value of each service element developed in the Regulation of Minister of State Aparatus and Bureaucratic Reform Number 16/2014. The findings of this study were that in general the assessment of public satisfaction index for Face to Face Tutorial held by UT Regional Office in Bengkulu obtained a Good Service criteria, with a Public Satisfaction Index value of 3.25 or converted to 81.16. It meant that the service performance was categorized as B (Good). Through continuous improvement, it was expected that the value of the Public Satisfaction Index (IKM) for Face-to-Face Tutorial services at UT’s Regional Office in Bengkulu can be maintained or improved in the following years.

scholarly journals Evaluasi Kepuasan Pelanggan Di Poltekkes Kemenkes Palangka Raya Tahun 2017

2017 ◽  
Vol 3 (1) ◽  
pp. 1-6
Author(s):  
Gad Datak ◽  
Lamia Diang Mahalia ◽  
Riyanti Riyanti
Keyword(s):  
Educational Institution ◽  
Parent Satisfaction ◽  
Educational Services ◽  
Quality Of Education ◽  
Actual Performance ◽  
Satisfaction Index ◽  
The Government ◽  
Pass Through ◽  
Index Value

The quality of education service can observe with how the institution gives a quality asurance. The government pass-through Kepmenpan No: KEP/25/M.PAN/2/2004 have made guedeline to assess of costumers satisfaction for every institution belonging to the educational institution. Health Polytechnic Palangka Raya as an educational institution has given education serve need to measure costumers satisfaction. The survey has been a method on this research with a questioner as the instrument. 437 people have been a respondent on this research consists of student, lecturer, staff, parent, alumni, and stakeholder. The result of the research have shown the student, lecturer, and parent satisfaction index value belonging to a good actual performance and very good for staff, alumni, and stakeholder. Thereby, it is generally that educational services on Health Polytechnic Palangka Raya were given satisfaction to the student, lecturer, staff, parent, alumni, and stakeholder.

scholarly journals EVALUASI WEB SEKOLAH SMK MUHAMMADIYAH 1 BANTUL MENGGUNAKAN METODE WEBQUAL & IMPORTANCE PERFORMANCE ANALYSIS

Respati ◽  
2017 ◽  
Vol 12 (34) ◽  
Author(s):  
Rochmat Husaini ◽  
M Suyanto ◽  
Emha Taufiq Luthfi
Keyword(s):  
Performance Analysis ◽  
Structural Equation Model ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Model ◽  
Service Interaction

AbstrakSeiring berjalannya waktu, informasi dapat diperoleh dari banyak media, baik dari berbagai media cetak ataupun media elektronik digital. Salah satu media digital yang sangat cepat berkembang dan menjadi pilihan utama individu atau instansi untuk mendapatkan informasi yang cepat dan akurat adalah teknologi website. Salah satu manfaat dari website yaitu dapat digunakan sebagai media promosi yang efektif karena dapat diakses oleh siapa saja dan kapan saja serta tanpa biaya untuk mengaksesnya.Penelitian ini membahas tentang evaluasi website sekolah SMK Muhammadiyah 1 Bantul menggunakan metode Webqual dan Importance Performance Analysis. Penelitian ini bertujuan supaya dapat mengukur penilaian pengguna terhadap kinerja serta harapan pengguna/pengunjung website sekolah SMK Muhammadiyah 1 Bantul. Data dapa penelitian ini diperoleh dari input kuesioner dari sampel pengunjung web itu sendiri, baik melalui kueioner online atau kuesioner manual dengan kertas.Penelitian ini menggunakan software untuk pengolahan data yaitu Structural Equation Model 2.0 (SEM 2.0). dari penelitian yang sudah dilakukan dan di dapatkan kesimpulan bahwa dalam penelitian ini menunjukkan bahwa diperoleh nilai R Square untuk variabel User Satisfaction sebesar 0.61, yang artinya nilai tersebut mengindikasikan bahwa variabel User Satisfaction dapat dijelaskan oleh variabel Kegunaan (Usability),Kualitas Informasi (Information Quality), dan Kualitas Layanan ( Service Interaction) sebesar 67.7 %, sedangkan sisanya yaitu sebesar 39.9 % dipengaruhi oleh variabel lain yang tidak terdapat dalam model penelitian.Kata Kunci : Website, Webqual, Importance Performance Analysis

scholarly journals INDEKS KEPUASAN PENGGUNA LAYANAN PENDIDIKAN DI MTSN KOTA PROBOLINGGO

2021 ◽  
Vol 3 (1) ◽  
pp. 45-55
Author(s):  
Anik Matus Soleha ◽  
Desi Dwi Andriyani ◽  
Jefri Try Kristiyono
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Research Result ◽  
Weighted Average ◽  
Quality Of Education ◽  
Community Satisfaction ◽  
Education Services ◽  
Satisfaction Index ◽  
Education Service

The problem in this study is that the quality of education services in MTSN City of Probolinggo has an effect on service user satisfaction. The purpose of this study was to determine the satisfaction index of education service users which consisted of reliability, responsiveness, assurance, empathy, and tangible variables. The population of this study were all users of educational services, namely all students and guardians of students in MTSN Kota Probolinggo. This research is a descriptive quantitative research type with the instrument used in the form of a questionnaire. The data analysis method used in this research is the Community Satisfaction Index (IKM) in accordance with the Decree of the Minister of State Apparatus Empowerment Number: KEP / 25 / M.PAN / 2/2004. Community Satisfaction (IKM) is calculated using the weighted average value of each service element. The sample in this study were 150 respondents. The type of data used is primary data obtained through questionnaires. The results of the IKM research in MTSN City of Probolinggo have an education service satisfaction index value of 3.28 and an IKM value of 82 which means that the quality of service is included in category A, so that customer satisfaction with the quality of service can be said to be very satisfied. The conclusion of the research result shows that the quality of education services provided by MTSN Kota Probolinggo is very satisfying. Keyword : satisfaction index, IKM, users of education services

Sign in / Sign up

Export Citation Format

Share Document