scholarly journals Penentuan Prioritas Pelayanan Pengguna Jasa Kereta Api Dalam Transportasi Antarmoda Di Stasiun Gambir

2010 ◽  
Vol 22 (5) ◽  
pp. 569-578
Author(s):  
Yessi Gusleni
Keyword(s):  
Customer Satisfaction ◽  
Research Study ◽  
Quality Function ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Disabled Elderly ◽  
Mode Of Transport

This research study is a continuation of the senrice user qualihJ of railwat; senrice in intennodetransport at the Gambir station, with the result of research using IPA analysis metlwds (ImportancePerformance Analysis) and CSI (Customer Satisfaction Index), there are 7 (seven) attribute that hasvalue perception of low mlue but lurue high expectntions, the ease of obtnining information routejbusroute for the train seruices user inter-1110rfe of transport, sernrity guarantees for railwm; sennce userinter-mode of transport, officer prauide sen1ice to train user wlw have limited (disabled, elderly, etc).T7re crossing facilities, street facilities (corridor/road interface), and facilities for disabled/elderly.This rearch has the objective to determine tire priorities that can be done to improve intermodetransport senTices in Gambir station for train senrice users pracrided bt; PT. Kereta Api (Pesero) andtire local gavernment of D Kl frzknrtn .Result from research of seniice qualih; for train user i11 intermode of transport in Gambir stations,furtl?er in this study, in order to determine tire priority using tire quality function deplot;ment (jfd)analysis metlwd.The result of Quality Fuction Deplot;ment (QFD) analysis can re identified 13 priorities that can reimplemented to imprave the management of senTice quality.

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 Kajian Prioritas Peningkatan Pelayanan Bagi Pengguna Jasa Angkutan Peti Kemas Pada Tpk Koja Jakarta

2019 ◽  
Vol 25 (3) ◽  
pp. 214
Author(s):  
Juren Capah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quality Function ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Penelitian ini merupakan kelanjutan dari penelitian sebelumnya yang berjudul kualitas pelayanan jasa peti kemas pada TPK Koja Jakarta, dengan hasil penelitian yang menggunakan metode analisis IP A (Importance Performance Analysis) dan CSI (Customer Satisfaction Index), terdapat 6 ( enam) variabel yang memiliki persepsi nilai rendah tetapi memiliki harapan yang tinggi,yaitu ketepatan waktu memproses dokumen angkutan barang, kecepatan dalam melakukan bongkarmuat barang, kelancaran arus lalulintas untuk memasuki areal terminal petikemas, jumlah petugas yang memadai, petugas sigap dan cepat, dan petugas menanamkan kepercayaan kepada pengguna jasa bahwa perusahaan akan memberikan pelayanan yang optimal. Tujuan dari penelitian ini adalah untuk menentukan prioritas yang dapat segera dilakukan untuk perbaikan pelayanan angkutan peti kemas bagi pengguna jasa di TPK Koja Tanjung Priok. Metode analisis yang digunakan adalah QFD (Quality Function Develoyment), diperoleh hasil 24 (dua puluh empat) prioritas yang dapat diterapkan untuk meningkatkan kualitas pelayanan jasa peti kemas bagi pengguna jasa pada TPK Koja Tanjung Priok.

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.

Universal structure modeling approach to customer satisfaction index

2013 ◽  
Vol 113 (7) ◽  
pp. 932-949 ◽  
Author(s):  
Ali Turkyilmaz ◽  
Asil Oztekin ◽  
Selim Zaim ◽  
Omer Fahrettin Demirel
Keyword(s):  
Customer Satisfaction ◽  
Structure Modeling ◽  
Satisfaction Index ◽  
Modeling Approach ◽  
Customer Satisfaction Index ◽  
Universal Structure

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

An approach to setting up a national customer satisfaction index: the Jordan case study

2011 ◽  
Vol 38 (9) ◽  
pp. 1977-1993 ◽  
Author(s):  
Amjad D. Al-Nasser ◽  
Mohammad Y. Al-Rawwash ◽  
Anas S. Alakhras
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

ANALISIS KEPUASAN KONSUMEN TERHADAP KERUPUK SAGU DI DESA PASAR BARU, KECAMATAN PANGEAN, KABUPATEN KUANTAN SINGINGI

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Adji Baniyoso ◽  
Chezy WM Vermila ◽  
Nariman Hadi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Penelitian ini dilaksanakan selama enam bulan yang dimulai pada bulan Februari sampai bulan Juli 2018 di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi dengan tujuan untuk mengetahui tingkat kepuasan konsumen terhadap Kerupuk Sagu di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi. Untuk menganalisis data digunakan Metode Deskriptif, Metode Importance Performance Analysis (IPA) dan Metode Customer Satisfaction Index (CSI). Hasil penelitian menunujkan bahwa karakteristik umum responden sebagian besar berusia 36-50 tahun, berjenis kelamin laki-laki dan perempuan. Sebagian besar responden adalah lulusan Sarjana (S1), berprofesi sebagai pegawai swasta dan pendapatan rumah tangga responden per bulan berkisar antara Rp. 1.500.000-2.000.000,-. Berdasarkan hasil penelitian nilai Customer Satisfaction Index (CSI) adalah 0,5213 atau tingkat kepuasan konsumen berada pada angka 52,13 persen yang berada pada kriteria puas. Dengan demikian, keseluruhan atribut kerupuk sagu telah memuaskan konsumennya. Kata Kunci : Kerupuk Sagu, IPA, CSI, Kepuasan Konsumen

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