scholarly journals THE USE OF IMPORTANCE PERFORMANCE ANALYSIS TO EVALUATE THE SATISFACTION LEVEL OF THE USER OF TRANS JOGJA BUS

2017 ◽  
Vol 22 (1) ◽  
Author(s):  
Ralina Transistari
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Scatter Diagram ◽  
Transportation Service ◽  
Convenience Sampling ◽  
And Performance ◽  
The Cost

The purpose of this research is to evaluate the satisfaction level of the users towards the service quality of Trans Jogja that has been operating for 8 years since the launching. This research used the Importance-Performance Analysis (IPA) method to measure the attributes that are perceived as important by the users compared to the performance all this time. The analysis was illustrated in a scatter diagram with 4 quadrants which showed the position of each attribute of the observed service quality. The attributes of service quality used referred to 5 dimensions of Service Quality, they are reliability, responsiveness, assurance, emphaty, dan tangibles with some compliances to transportation service. The data were collected by using convenience sampling method through the questionnaire contained 23 question items. From 130 questionnaires filled by the users of Trans Jogja bus route 2A and 2B, there were only 97 respondents who are feasible for the analysis. The results showed that in Quadrant I there are 4 attributes of service quality considered important by the users, however, the reality is still out of expectations. Meanwhile, in Quadrant II and III, the attributes and performance considered important by the users have met the expectations, so that the management should maintenance the performance of the attributes. In Quadrant III, there are 6 attributes considered less-important by the users and the performance are not special, so that those are considered as less-prioritized to improve. Meanwhile, in Quadrant IV, there are only 2 attributes considered less-important by the users and perceived excessive for the performance, so that the management can allocate its resources on the other attributes. By these results, it is expected to the management of Trans Jogja bus to be able to concern on the important attributes as concerned by the users to satisfy them, so that the improvement on service quality can be more effective, both from the cost and other resources

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

scholarly journals THE INFLUENCE OF MARKETING PUBLIC RELATION AND SERVICE QUALITY ON CORPORATE IMAGE THROUGH PUBLIC OPINION: STUDIES AT MANDIRI BANK

ETIKONOMI ◽  
2013 ◽  
Vol 12 (2) ◽  
Author(s):  
Vera Suciyati
Keyword(s):  
Public Opinion ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Research Result ◽  
Corporate Image ◽  
Public Relation ◽  
Structure Equation ◽  
Convenience Sampling

This research aims to analyze the influence of marketing public relation and service quality at Bank Mandiri on corporate image through public. Convenience sampling method has been selected in order to obtain the data in this study. The analysis method that used was the path analysis. The research result had shown that: marketing public relation and service quality have significant influence simultaneously and partially on public opinion on the first structure equation. The second structure equation shows that: marketing public relation, service quality had significant influence simultaneously on corporate image. The service quality have not partially the quality of service have not influence significant partially on corporate, but variable marketing and public relation have  partially influential public opinion influence significant partially on corporate image.DOI: 10.15408/etk.v12i2.1916

scholarly journals Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

2018 ◽  
Vol 10 (3) ◽  
pp. 30
Author(s):  
Jaeyoon Kwon ◽  
Taerin Chung
Keyword(s):  
Virtual Reality ◽  
Performance Analysis ◽  
Service Quality ◽  
Fourth Quadrant ◽  
Individual Interest ◽  
Service Employees ◽  
Voluntary Response ◽  
Adult Participants ◽  
And Performance

The purpose of this study was examine service quality of virtual reality golf center using Importance and Performance Analysis (IPA), from September to November 2017, adult participants who participated in virtual reality golf center in Korea were selected as subjects. The collected data were analyzed and interpreted using SPSS program, frequency analysis, exploratory factor analysis, reliability analysis, and Importance-Performance Analysis. The results of this study were as follows. First, quadrant 1 included six items: convenient facilities provide the latest equipment, customized response, understanding the needs of customer, interior atmosphere, and modernized facilities. Second, quadrant 2 included five items: kindness of employees, employees’ expertise, resolve immediately if a problem occurs, quickly respond to customer needs, and employee credibility. Third, quadrant 3 included six items: customer individual interest, notice of service, employees’ dress and appearance, employees’ positive attitude, provide voluntary help, and promised time and service. Fourth, quadrant 4 included 3 items: provide safe service, thinking in terms of customer, and voluntary response.

ANALISIS FAKTOR KUALITAS PELAYANAN PADA RUMAH MAKAN XYZ JAKARTA

2018 ◽  
Vol 3 (1) ◽  
pp. 53-58
Author(s):  
Zulkifli Zainuddin
Keyword(s):  
Factor Analysis ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Time Range ◽  
Ability Factor ◽  
Convenience Sampling

This study aims to determine the influence of promotion and quality of service to customer satisfaction in Restaurant XYZ Jakarta. The population in this study is the visitors who visited the XYZ Tebet Restaurant period of December 17, 2017. Sampling will stop after the fulfillment of the time range for 5 days and obtained the number of samples of 35 respondents with convenience sampling method. The analysis test used in this research is factor analysis test. The results of this study indicate that the factors that are most able to explain the quality of service is a factor is the ability factor to help visitors. This factor consists of: (1) Physical facilities (3) Responsiveness, (4) Able to help (5) Friendly (6) Polite. The second factor is the waiter has a firm nature consisting of a firm attitude. Keywords: service quality

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>

Improving Bikesharing Service Quality

2020 ◽  
pp. 341-357
Author(s):  
Lakshmi Suvarchla Yalavarthi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Questionnaire Survey ◽  
Descriptive Statistics ◽  
Satisfaction Level ◽  
Transportation Service ◽  
Bike Sharing ◽  
Mode Of Transportation ◽  
Point To Point

Bike sharing is a typically structured non-motorized transportation service that provides users point-to-point transportation. The services are flexible to users as they do not have to wait in a line to pick up a bicycle from any bike sharing system and can return it to any other location of the bike sharing system. This chapter mainly focuses on why it is important to use bike sharing transportation rather than any other mode of transportation. In this chapter, the authors address the customer satisfaction level and focus on the service quality of the bike sharing system BIXI in Montreal. A questionnaire survey is conducted with the users of BIXI. A total of 580 responses are collected. Descriptive statistics, complaint analysis, and data analysis are done to identify areas of improvement.

scholarly journals PENERAPAN MODEL INTEGRASI FUZZY SERVQUAL-IPA-QFD DALAM ANALISIS KUALITAS LAYANAN STASIUN GAMBIR

2021 ◽  
Vol 5 (1) ◽  
pp. 181
Author(s):  
Ronald Sukwadi ◽  
Priskilla Putri Josua ◽  
Hendy Tannady
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Quality Function Deployment ◽  
Railway Station ◽  
Quality Function ◽  
Transportation Service ◽  
To Receive ◽  
Central Station

Public transportation has been regarded as one of the most sustainable forms of transport in Indonesia. Indonesian Railways serves as one of choice transportation mode and the biggest transportation service company. Gambir Central Station is the busiest railway platform where large number of people spend considerable amount of time, while waiting to board a train, alighting from a train, to receive/ send off a passenger, or to buy a ticket. The passengers must have a satisfactory experience of the amenities available at platforms, irrespective of their duration or purpose of stay at a railway station. This study aims to assess the satisfaction level of the passengers and to improve the existing service quality of the station. The integrated model of fuzzy SERVQUAL, IPA and QFD is applied in this study. The fuzzy SERVQUAL is used to assess the level of passengers’ satisfaction. Furthermore, the Importance Performance Analysis (IPA) method is used to find out the attributes that must be improved. The Quality Function Deployment (QFD) method is used to determine the appropriate efforts/strategies to improve those attributes. To meet the passengers’ needs, Gambir Central Station should install a hygiene signboard, conduct training of officers, and add greening areas. Keywords: Service quality, Fuzzy SERVQUAL, IPA, QFD, Railway station AbstrakAngkutan umum telah dianggap sebagai salah satu bentuk transportasi paling berkelanjutan di Indonesia. Kereta Api Indonesia menjadi salah satu moda transportasi pilihan dan perusahaan transportasi terbesar. Stasiun Gambir adalah stasiun tersibuk di mana banyak orang menghabiskan banyak waktu, menunggu untuk naik kereta, turun dari kereta, keluar/masuk penumpang, atau membeli tiket. Penumpang harus memiliki pengalaman yang memuaskan tentang fasilitas yang tersedia di stasiun, terlepas dari durasi atau tujuan mereka tinggal di stasiun kereta api. Penelitian ini bertujuan untuk menilai tingkat kepuasan penumpang dan meningkatkan kualitas pelayanan stasiun yang ada. Model terintegrasi fuzzy SERVQUAL, IPA dan QFD diterapkan dalam penelitian ini. Fuzzy SERVQUAL digunakan untuk menilai tingkat kepuasan penumpang. Selanjutnya, Importance Performance Analysis (IPA) digunakan untuk mengetahui atribut-atribut yang harus ditingkatkan. Metode Quality Function Deployment (QFD) digunakan untuk menentukan upaya/strategi yang tepat untuk memperbaiki atribut tersebut. Untuk memenuhi kebutuhan penumpang, Stasiun Gambir harus memasang papan tanda kebersihan, melakukan pelatihan petugas stasiun, dan melakukan penambahan area penghijauan.

scholarly journals Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

2020 ◽  
Vol 21 (9) ◽  
Author(s):  
Ehsan Zarei ◽  
Ali Bagheri ◽  
Abbas Daneshkohan ◽  
Soheila Khodakarim
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Average Length ◽  
Cross Sectional Study ◽  
Hospital Services ◽  
Medical Sciences ◽  
Cross Sectional ◽  
The Mean ◽  
And Performance

Background: One of the basic steps to quality improvement in hospitals is to obtain patients’ feedback. Objectives: The aim of this study was to assess the quality of hospital services from patient’s perspective in hospitals affiliated with the Dezful University of Medical Sciences (DUMS), Dezful, Iran. Methods: In this cross-sectional study, 400 patients were selected from six hospitals of DUMS. The data was collected using the SERVQUAL questionnaire including 22 pairs of questions (organized in two aspects of service importance and performance) in 5 dimensions of tangibility, reliability, responsiveness, assurance and empathy. The importance-performance analysis (IPA) was used to determine the weaknesses of service quality and prioritizing the aspects requiring improvement. Results: The mean age of the patients was 38.5, 32% (n = 128) had academic degrees, 55% (n = 220) were self-employed, and 16.5% (n = 66) did not have health insurance. The average length of day was 7.8 ± 8.3 days. The mean score of the importance and performance were 4.37 ± 0.75 and 3.72 ± 0.94, respectively. The service quality gap was -0.65. Tangibility (-0.68) had the largest negative gap while the smallest gap was related to the reliability (-0.63). The gap between importance and performance was significantly negative in all attributes and dimensions (P < 0.001). The results of the IPA showed that the tangibility was located in the Q VI, reliability and assurance in the Q I, and the responsiveness and empathy in the Q III quadrants. Conclusions: Quality of hospital services did not meet patients’ expectations and there is a room for improvement and obviate the gaps. Decision-makers can further use the results of the IPA to effectively allocate limited resources giving special attentions to the organizational weaknesses.

scholarly journals The Effect of Knowledge and Understanding Taxation, Quality of Tax Services, and Tax Awareness on Personal Tax Compliance

2019 ◽  
Vol 16 (2) ◽  
pp. 33
Author(s):  
Ayu Aulia Oktaviani ◽  
Florencia Trisna Juang ◽  
Dwi Ayu Kusumaningtyas
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Research Method ◽  
Sampling Method ◽  
Tax Compliance ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Convenience Sampling ◽  
Positive Effect

<p>The purpose of this study is to find out a significant influence between Knowledge and Understanding of Taxation, Tax Service Quality, and Tax Awareness on the Compliance of Individual Taxpayers registered at the KPP of Jakarta Penjaringan. The research method used is multiple regression analysis. The data used are primary data; a sample is determined by convenience sampling method, data collected using a questionnaire. Respondents in this study amounted to 100 people. The results of this study are knowledge and understanding of taxation, tax service quality, and tax awareness have a significant positive effect on the compliance of individual taxpayers. This study also proves that tax awareness, knowledge, and understanding of taxation, and tax service quality are jointly influential towards individual taxpayer compliance.</p>

scholarly journals ANALISIS KUALITAS JASA DALAM MENINGKATKAN KEPUASAN KONSUMEN DI BAKER STREET CAFE BANDUNG

2017 ◽  
Vol 1 (01) ◽  
pp. 43-52
Author(s):  
Adisty Arindiaty ◽  
Merita Bernik
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Literature Study ◽  
Business People ◽  
Customer Expectation

The globalization at present has brought a great impact on the businessworld development. The alternative selected products offered to the customersvary and make the customer expectation more to get something they want.This condition requires for every company to try to give the best satisfactionto its customers. This is done in order that the business people can maintaintheir business in facing the tough competition. This research tried to assessthe customer satisfaction toward the service quality of Baker Street Café,Bandung. The research method used here was the descriptive qualitativeone, using sampling technique, that is, the technique of probability samplingand purposive sampling method. The data were collected using a field studyconsisted of observation, interviews, questionnaires, and literature study. Themethod of performance analysis was used to assess the customer satisfaction.The result of the study showed that the service quality provided by Baker StreetCafé, Bandung was categorized as “ good” with the average highest score for thedimension of reliability by 4,074 and the lowest for dimension of empathy andassurance by 3,93. At this customer expectation level, the average highest scorewas for the dimension of assurance by 4,55 and the lowest for the dimension ofreliability by 4,5, which means that the customers were unsatisfied becausetheir expectation was higher than the performance demonstrated by BakerStreet Café, Bandung.

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