scholarly journals Evaluasi Kinerja Pelayanan Kereta Api Bandara Manggarai-Soekarno Hatta Berdasarkan Persepsi Pengguna Jasa

2021 ◽  
Vol 22 (2) ◽  
pp. 180-193
Author(s):  
Listifadah Listifadah
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Test Sample ◽  
T Test ◽  
Train Station ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Significant Difference ◽  
Index Value ◽  
Paired T Test

ABSTRACT Evaluation of Manggarai-Soekarno Hatta Airport Train Service Performance Based on Users Perception: Initially, the airport train was operated to serve the route from Sudirman Station to Soekarno Hatta Airport. However, since October 5, 2019, PT Railink officially operates the airport train from Manggarai Station to Soekarno-Hatta Station. The existence of the Manggarai-Soekarno Hatta airport train is expected to make it easier for the passanger because Manggarai station is relatively more integrated with other modes of transportation such as the Trans Jakarta and the Indonesian Commuter Train (KCI) from Bogor, Depok and Bekasi. This is expected to increase the occupancy of airport train passengers. In order to attract public interest, it is necessary to evaluate the implementation of the Manggarai-Soekarno Hatta Airport Train in order to support the achievement of optimal services so as to increase the number of users. The purpose of this research is to evaluate the operation of the Manggarai Airport Train-Soekarno Hatta. The purpose of this study is to provide recommendations in order to support the achievement of optimal services so as to attract the public's interest to use them in order to increase the number of users. The analytical method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results of this study are based on the results of the Paired T-test Sample, it can be concluded that there is a statistically significant difference in the number of daily passengers before and after the operation of the Manggarai Airport Train Station. Therefore, statistically the existence of the Airport Train Station in Manggarai has a significant impact on the daily number of airport train passengers. In addition, what should be improved in terms of services are easily accessible travel information; ease of obtaining tickets; ease of changing to other transportation (integration between modes); the availability of facilities for passengers with special needs both at the station and inside the train. For the airport train user satisfaction index value as stated in the Customer Satisfaction Index (CSI) is 0.8682, which is in the very satisfied category. Keywords: Airport Train: Importance Performance Ananlysis (IPA); Customer Satisfaction Index (CSI). ABSTRAK Kereta bandara pada awal dioperasikan melayani rute Stasiun Sudirman menuju Bandara Soekarno Hatta. Akan tetapi sejak 5 Oktober 2019 PT Railink resmi mengoperasikan kereta api bandara dari Stasiun Manggarai ke Stasiun Soekarno-Hatta. Keberadaan kereta api bandara Manggarai-Soekarno Hatta diharapkan memudahkan masyarakat karena di stasiun Manggarai relatif lebih terintegrasi dengan moda transportasi lain seperti Trans Jakarta maupun Kereta Commuter Indonesia (KCI) dari arah Bogor, Depok maupun Bekasi. Hal tersebut diharapkan dapat meningkatkan okupansi penumpang kereta api bandara. Agar menarik minat masyarakat diperlukan evaluasi penyelenggaraan KA Bandara Manggarai-Soekarno Hatta guna mendukung tercapainya pelayanan yang optimal sehingga dapat dapat meningkatkan jumlah penggunanya. Maksud dari penelitian ini adalah melakukan evaluasi terhadap penyelenggaraan Kereta Api Bandara Manggarai-Soekarno Hatta. Tujuan dari penelitian ini adalah memberikan rekomendasi guna mendukung tercapainya pelayanan yang optimal sehingga dapat menarik minat masyarakat untuk menggunakannya agar dapat meningkatkan jumlah penggunanya. Metode analisis yang digunakan adalah Importance Performance Ananlysis (IPA) dan Customer Satisfaction Index (CSI). Hasil dari penelitian ini adalah berdasarkan hasil Paired T-test Sample dapat disimpulkan bahwa secara statistik terdapat perbedaan yang signifikan jumlah penumpang harian sebelum dan sesudah pengoperasian Stasiun KA Bandara Manggarai. Oleh karena itu, secara statistik keberadaan Stasiun KA Bandara di Manggarai memberikan dampak yang signifikan terhadap jumlah penumpang harian KA Bandara. Selain itu, yang harus ditingkatkan dari segi pelayanan adalah informasi tentang perjalanan yang mudah diakses; kemudahan dalam memperoleh tiket; kemudahan berganti angkutan lain (integrasi antar moda); tersedianya fasilitas bagi penumpamg berkebutuhan khusus baik di stasiun maupun didalam kereta. Untuk nilai indeks kepuasan pengguna KA Bandara yang tertuang dalam Customer Satisfaction Index (CSI) adalah sebesar 0,8682 yaitu dalam kategori sangat puas. Kata Kunci: Kereta Bandara, Importance Performance Ananlysis (IPA); Customer Satisfaction Index (CSI).

scholarly journals Customer Service Mechanism Analysis At Bank Bjb Branch Of Tangerang City

2021 ◽  
Vol 19 (1) ◽  
pp. 126
Author(s):  
Rachmat Gustiana ◽  
Mustofa Mustofa ◽  
Beby Pebri Nurjaman
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Mechanism Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Index Analysis ◽  
Index Value

This study aims to explain the service mechanism at Bank BJB, Tangerang City Branch to its customers. The research objective was to explain the service level and customer satisfaction index value of the Bank BJB Branch of Tangerang City. The research method used is quantitative method with descriptive type. To measure the level of service used Likert scale analysis and to measure customer satisfaction used customer satisfaction index analysis. The results showed that the research hypothesis can be accepted, with a service level of 70.52%, which is above the critical value of acceptance of hi potesis by 60%. The results of the customer satisfaction index analysis resulted in a value of 89.53 which was included in the service class category A class which indicated that the services provided by the Bank BJB Branch of Tangerang City were very good.

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 IMPLEMENTASI METODE WEBQUAL DAN CUSTOMER SATISFACTION INDEX UNTUK MENGEVALUASI WEBSITE PERGURUAN TINGGI NEGERI DI BANDAR LAMPUNG

2020 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Tristiyanto Tristiyanto ◽  
Deviana Saputri ◽  
Muhammad Iqbal
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Performance Testing ◽  
Three Dimensions ◽  
State Universities ◽  
State University ◽  
Satisfaction Index ◽  
Website Usability ◽  
Customer Satisfaction Index

<p>This study provides an overview of the quality of six state University website services in Bandar Lampung which refered to three dimensions, website usability, information quality, and interaction quality website. This study also used the Customer Satisfaction Index (CSI) method to determine the level of user satisfaction. In addition, to improve the usability of a website, website performance testing was performed using automatic tools. The result of this research find that the quality of website services is influenced by the content on the website. The result of CSI analysis on the website of state Universities in Bandar Lampung are satisfied with the website service at each state University in Bandar Lampung. Based on the results of the usability evaluation using automatic tools on the website, it is known that the website of state Universities in Bandar Lampung is good enough as evidenced by the page load time value which was less the three seconds.</p><p><strong>Keywords</strong>: Quality of Website Service, WebQual, CSI, Usability</p><p>Penelitian ini mengkaji kualitas layanan pada enam website universitas negeri di Bandar Lampung dengan menggunakan metode Webqual yang merujuk pada 3 hal yaitu – website usability, kualitas informasi dan kualitas interaksi website. Kepuasan pengguna diukur menggunakan metode Customer Satisfaction Index (CSI). Untuk meningkatkan website usability dilakukan website performance tes menggunakan alat otomatis. Hasil dari penelitian ini memperlihatkan kualitas layanan website dipengaruhi oleh konten website. Sedangkan hasil Analisa CSI pada website universitas negeri di Bandar Lampung adalah memuaskan untuk setiap website universitas tersebut. Berdasarkan hasil evaluasi usability, website universitas negri di Bandar Lampung menunjukkan sudah cukup baik dengan waktu load halaman kurang dari tiga detik.</p><p><strong>Kata Kunci</strong>: Kualitas Layanan Website, WebQual, CSI, Usability</p><p><br /><br /></p>

scholarly journals Does Demographics Matter in Measuring Customer Satisfaction: Hypothetical Evidence from Indian Telecom Sector

2022 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Nishant Dabhade
Keyword(s):  
Customer Satisfaction ◽  
Research Study ◽  
Madhya Pradesh ◽  
Primary Data ◽  
Mobile Service ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Significant Difference ◽  
Telecom Sector ◽  
Number Of Customers

Virtually all the sectors of economy such as finance, banking, hospitality and other businesses have grown up substantially in the past few years due to the growth of mobile service sector. From the inception of Reliance Jio in Madhya Pradesh, It has occupied a large number of customers in terms of no. of subscribers. This creates unrest among the telecom service operators operating in Madhya Pradesh. As the market moves forward, customer satisfaction becomes imperative for service firms to remain combative at marketplace. To study customer satisfaction, it is mandatory to study socio demographics of customers. Hence efforts have been made in this research paper to study the satisfaction level of customers from several demographic variables. This is a hypothetical research study in which primary data is collected from 500 active mobile users of Bhopal (MP), India. One way ANOVA and T-test were used to analyze the data through SPSS 21.0 software. Specific variables of American customer satisfaction index (ACSI) and European customer satisfaction index (ECSI) were being studied with different socio demographic variable of customers to move ahead in present research study. Significant difference was found in level of customer satisfaction with the age group and type of connection in telecom sector.

scholarly journals Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)

2019 ◽  
Vol 7 (4) ◽  
pp. 594
Author(s):  
Made Nanda Pranata ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
Quality Of Products ◽  
Index Value ◽  
Customer Values

The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838;  while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).

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 Kinerja Pelayanan Bus dan Terminal Antar Lintas Batas Negara Sei Ambawang

2020 ◽  
Vol 32 (2) ◽  
Author(s):  
Ichda Maulidya
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Service Performance ◽  
Average Value ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Automatic Teller Machine ◽  
Bus Service ◽  
Bus Services ◽  
Inter State

AbstrakTerminal Sei Ambawang sebagai Terminal Antar Lintas Batas Negara (ALBN) yang terletak di Provinsi Kalimantan Barat dibangun untuk meningkatkan konektivitas antarwilayah, baik di dalam negeri maupun dengan wilayah negara tetangga dan meningkatkan pelayanan bagi para pengguna bus dan terminal. Keberadaan Terminal Sei Ambawang diharapkan dapat memudahkan masyarakat dalam mengakses wilayah negara tetangga untuk mendongkrak kegiatan perekonomian maupun sosial. Penelitian ini menganalisis kinerja pelayanan bus dengan melibatkan sebanyak 31 indikator yang dikaji dan Terminal Sei Ambawang sebanyak 41 indikator yang dikaji menggunakan Indeks Kepuasan Masyarakat (IKM). Pengukuran dilakukan terhadap 60 responden menggunakan skala Likert. Dari hasil penelitian, diketahui bahwa tingkat kepuasan pengguna terhadap kinerja pelayanan bus dan terminal di Terminal Sei Ambawang masing-masing sebesar 74,54% dan 71,73%. Hal ini menandakan bahwa para pengguna bus dan terminal merasa puas terhadap kinerja pelayanan di Terminal Sei Ambawang. Atribut tertinggi dalam kepuasan kinerja pelayanan bus adalah keahlian pengemudi dan kemudahan mendapatkan tiket dengan nilai rata-rata sebesar 3,01 sehingga atribut tersebut perlu dijaga kualitasnya, sedangkan nilai IKM terendah terletak pada atribut tanda pengenal bagasi dengan nilai rata-rata sebesar 2,7. Oleh karena itu, untuk meningkatkan kinerja pelayanan bus ke depannya, pihak operator bus perlu memberikan tanda pengenal bagasi pada setiap barang bawaan para penumpang yang berisi identitas penumpang agar mudah dikenali, tidak tertukar, dan terjamin keamanannya. Di sisi lain, atribut tertinggi dalam kepuasan kinerja pelayanan terminal meliputi atribut kondisi jalur kedatangan bus, rambu/petunjuk dalam terminal, dan keteraturan sistem naik turun penumpang dengan nilai rata-rata sebesar 3,13. Hal ini menandakan bahwa ketiga atribut tersebut dalam kondisi baik dan memadai. Namun, atribut keberadaan Anjungan Tunai Mandiri (ATM) merupakan atribut dengan nilai IKM terendah, yaitu sebesar 2,10. Dengan demikian, pihak penyelenggara Terminal Sei Ambawang perlu menyediakan fasilitas ATM untuk perbaikan kinerja pelayanan terminal ke depannya.Kata kunci: Sei Ambawang, kinerja pelayanan bus dan terminal, dan Indeks Kepuasan Masyarakat (IKM)AbstractService Performance of Bus and Inter-State Border Terminal of Sei Ambawang: Sei Ambawang Terminal as an Inter-State Border (ALBN) Terminal located in West Kalimantan Province was built to improve connectivity between regions, both domestically and with neighboring countries and to improve services for bus and terminal users. The existence of the Sei Ambawang Terminal is expected to facilitate the community in accessing neighboring countries to boost economic and social activities. This study analyzed the performance of bus services by involving 31 indicators studied and Sei Ambawang Terminal of 41 indicators using the Customer Satisfaction Index (CSI). The measurement was made on 60 respondents using a Likert scale. From the results, it is known that the levels of user satisfaction on the performance of bus and terminal services in the Sei Ambawang Terminal were 74.54% and 71.73% respectively. It indicates that bus and terminal users were satisfied with the service performance at Sei Ambawang Terminal. The highest attributes in bus service performance satisfaction were the drivers’ expertise and ease in getting tickets with an average value of 3.01 so that the quality of the attributes need to be maintained, while the lowest CSI value was the attribute of baggage identification with an average value of 2.7. Therefore, to improve the performance of bus service, it needs to provide baggage identification on each passenger’s luggage containing passenger data so that they are easily recognized, not exchanged, and safety guaranteed. On the other hand, the highest attributes in the satisfaction of terminal service performance included the attributes of bus arrival lane conditions, signs/directions in the terminal, and the regularity of load and unload passenger’s system with an average value of 3.13. It indicates that the three attributes were in good and adequate condition. However, the attribute of the Automatic Teller Machine (ATM) was at the lowest CSI value, which was 2.10. Therefore, the operator of Sei Ambawang Terminal needs to provide ATM facilities to improve the performance of the terminal services in the future.Keywords: Sei Ambawang, bus and terminal service performance, and Customer Satisfaction Index (CSI).

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

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