scholarly journals ANALISIS TINGKAT KEPUASAN WISATAWAN DOMESTIK TERHADAP PELAYANAN RESERVASI TIKET PESAWAT DI GARUDA INDONESIA DENPASAR, BALI

Jurnal IPTA ◽  
2014 ◽  
Vol 2 (2) ◽  
pp. 12
Author(s):  
Mr. Godang ◽  
I Made Sendra ◽  
Yayu Indrawati
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Tourist Destination ◽  
Airline Ticket ◽  
Domestic Tourist

Bali, whose name is identical with tourism, is one of the tourist destination in Indonesia, whose name has been synonymous with tourism. Airlines, which one of them is Garuda Indonesia, became one of the factors that developed tourism in Bali. The background of this research due to complaints from tourists who made a reservation at Garuda Indonesia. The purpose of this study is to determine the satisfaction of domestic touristto ticket reservation service at Garuda Indonesia, so we can know which variables that must be maintained and enhanced. This research was conducted using the method of Importance-Performance Analysis by distributing questionnaires to 60 respondents domestic tourist who make ticket reservations at Garuda Indonesia which service dimensions studied are reliability, responsiveness, assurance, empathy, and tangible. Based on the research that has been done, it could be concluded that the overall rating is not satisfied with the service provided by the staff of Garuda Indonesia, both in terms of reliability, responsiveness, assurance, empathy, and tangible so that the performance needs to be improved.Garuda Indonesia can improve and enhance the service quality of staff and domestic tourists satisfaction by looking the sequence of priority in airline ticket reservation service indicator.

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

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 An integrated M-S-QUAL and importance-performance analysis approach for assessing service quality of mobile commerce application

2019 ◽  
Author(s):  
Muhammad Mujiya Ulkhaq ◽  
Abel Kristanto Widodo ◽  
Widhiyaningrum ◽  
Muhammad Faisal Afa Yulianto ◽  
Maria Olivia Gracia
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Mobile Commerce ◽  
Analysis Approach

scholarly journals Marketing Mix and Tourism Destination Image: The Study of Destination Bled, Slovenia

Organizacija ◽  
2016 ◽  
Vol 49 (4) ◽  
pp. 209-223
Author(s):  
Urška Binter ◽  
Marko Ferjan ◽  
João Vasco Neves
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Perceived Quality ◽  
Marketing Mix ◽  
Destination Image ◽  
Tourist Destination ◽  
Business Partners ◽  
Perceived Price ◽  
Quality Of Products

Abstract Background and Purpose: The aim of the research was to find out how business partners from the field of tourism estimate the dimensions of the image of Bled and the marketing mix used to promote Bled. Further on we were interested in evaluating the influence of image and marketing mix on the scope of sales measured in overnights. The following dimensions of image were explored: perceived uniqueness of image as a whole, perceived uniqueness of attractions and experiences, perceived quality of the environment (cleanness), perceived feeling of safety, as well as the dimensions of the marketing mix: perceived quality of products (accommodation, culinary offer, transfers, etc.), perceived price of services, perceived manner of sales for the promotion of Bled, perception of promotional channels, perception of residents (politeness, friendliness, multicultural and religious openness, etc.) and a positive experience of visiting Slovenia. Design/Methodology/Approach: The survey was dispensed among 400 incoming agencies, foreign tour operators, tourist agencies and associations that promote the product of Bled. 235 units were received, 164 of them were completed. The respondents come from 30 countries from all over the world. Results: The findings disclose how service quality, tourist provider competencies and environmental factors are estimated. Safety at Bled has the highest arithmetic mean and the lowest standard deviation. The lowest ranking is linked to traffic and tolerance towards other religions. It is alarming to find the service quality, as the core of tourism business, rated poorly during the main season. Conclusion: Having overviewed the available literature it might be concluded that the analysis can be regarded as the first research of the tourist destination Bled performed in this manner and scope.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

scholarly journals The Commercialisation of Polish Socialist Heritage – Tourist, Entertainment and Collectable Products and Souvenirs in the Vintage Style

2020 ◽  
Vol 16 (1) ◽  
Author(s):  
Monika Płaziak
Keyword(s):  
Online Auction ◽  
Main Question ◽  
Tourist Destination ◽  
Foreign Literature ◽  
The Creation ◽  
Entertainment Products ◽  
Domestic Tourist

On the Polish market, original and stylised products referring to the era of socialism are becoming popular. These are mainly cultural and entertainment products with both everyday and artistic items being offered and purchased on online auction portals while the production of sentimental memorabilia from the period of the Polish People’s Republic is also being developed. At the same time, the growing interest in Poland as a tourist destination among both domestic and foreign tourists is the reason for the increasing curiosity of its socialist past. Therefore, tourist offers based on relics of that era are increasingly being created on the domestic tourist market, however, the quality of these products and services sometimes raises concerns over the quality of the message that they carry. The main question is whether this is only a simplified message based on stereotypes which give the recipient only a truncated and shallow picture of Poland’s difficult past. This article discusses the main trends and the conditions necessary for the creation of services and products based on relics of socialism in Poland and is based on sources from Polish and foreign literature, both academic and professional, as well as the websites of businesses and institutions creating such market offers.

scholarly journals Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

2018 ◽  
Vol 3 (1) ◽  
pp. 11
Author(s):  
Gandi Suhartinah ◽  
Hery Hamdi Azwir
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Training Program ◽  
Gap Analysis ◽  
Technical Training ◽  
Actual Performance ◽  
Training Service ◽  
Priority Factor ◽  
Training Department

<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

scholarly journals Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak

2021 ◽  
Vol 3 (1) ◽  
pp. 15-20
Author(s):  
Ika Fitri Kurnia Sari ◽  
◽  
I Gusti Agung Bagus Mataram ◽  
Dewa Made Suria Antara ◽  
Ni Gusti Nyoman Suci Murni ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Service Quality ◽  
Guest Satisfaction

The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests’ wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.

scholarly journals Visitor Satisfaction and Tourist Attraction Image

2021 ◽  
Vol 13 (2) ◽  
pp. 33
Author(s):  
B.O.Y. Marpaung ◽  
Felicia Tania
Keyword(s):  
Service Quality ◽  
Development Strategy ◽  
Destination Image ◽  
Tourist Destination ◽  
Tourist Destinations ◽  
Visitor Satisfaction ◽  
Travel Motivation ◽  
Tourist Satisfaction ◽  
Functional Aspects

Tourist destination image is formed through tourists&#39; perception, which is significantly influenced by interrelated factors related to tourists and the tourist destination itself, i.e., travel motivation, service quality, and tourist satisfaction. The object of this research is the Parapat city in Simalungun Regency North Sumatra Province of Indonesia. Parapat in Simalungun Regency, as a high potential tourist destination in North Sumatera Province of Indonesia, must be able to create a positive image to increase the number of tourist visits. The purpose of this study is to analyze the direct and indirect influence of tourists&rsquo; motivation to travel, service quality, and tourist satisfaction towards the image of Parapat. This study suggests a tourist development strategy through the formation of Parapat positive destination image from tourist&rsquo;s perspective, hence will provide benefits for Parapat tourism stakeholders in developing and managing tourist destinations by improving the quality of existing functional aspects.

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