Pertamax Quality: Study of Customer Satisfaction Through Importance Performance Analysis Method in MOR 4 Semarang

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.

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ANALYSIS OF NETWORK SERVICE ACTIVITIES IMPROVEMENT AT PT. ABC

The Management Journal of Binaniaga ◽

10.33062/mjb.v1i01.108 ◽

2018 ◽

Vol 1 (01) ◽

pp. 25

Author(s):

Rizki Ahmad Fauzi

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Customer Service ◽

Service Level ◽

Network Services ◽

Analysis Method ◽

Data Application ◽

Internet Application ◽

A Chain ◽

Stable Network

This research aims to identify a chain of network services that should have to be improved considering to the level of needs and customer service satisfaction. Understanding about the services conditions based on the level of its needs and customer satisfaction requirements, then the company is able to perform the priority of its improvement. This research has identified the sampling taken from ABC’s customers and have implemented the Important Performance Analysis Method. Several factors have been evaluated are as follows: Stable network (non intermitten); Network which has never had problems.; Network which has never had repeated problems;Speed of accessible network is in compliance with the contract.; Data application runs well; Sound/voice application is good;Internet application runs well; Service Level Ability is in compliance with the contract and Guarantee coverage is in compliance with the agreement. Having had research of the aforementioned factors, there are three factors need to be improved as the priority; stable network, network which has never had problem, and network which has never had repeated problem.

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ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2018.v06.i02.p06 ◽

2018 ◽

Vol 6 (2) ◽

pp. 147

Author(s):

Putu Anggi Ranitaswari ◽

Sri Mulyani ◽

Cokorda Anom Bayu Sadyasmara

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Sampling Method ◽

Sweet Taste ◽

Analysis Method ◽

Customer Needs ◽

Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

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ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2018.v06.i02.p04 ◽

2018 ◽

Vol 6 (2) ◽

pp. 125

Author(s):

Gede Paramananda Jentrasaswin ◽

A.A.P. Agung Suryawan Wiranatha ◽

I Ketut Satriawan

Keyword(s):

Performance Analysis ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Analysis Method ◽

Consumer Interest ◽

A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

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KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i3.886 ◽

2021 ◽

Vol 9 (3) ◽

Author(s):

Syarief Gerald Prasetya

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Service ◽

Queuing System ◽

Service Performance ◽

Quality Service ◽

Analysis Method ◽

Customer Complaints ◽

Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.

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“ANALISIS KEPUASAN PELANGGAN JASA CUCI DENGAN METODE SERVQUAL, ZONE OF TOLERANCE, DAN IMPORTANCE PERFORMANCE ANALYSIS” DI VICHA LAUNDRY, SURABAYA

Tekmapro : Journal of Industrial Engineering and Management ◽

10.33005/tekmapro.v14i2.89 ◽

2019 ◽

Vol 14 (2) ◽

pp. 13-21

Author(s):

Iriani Iriani

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Urban Communities ◽

High Rate ◽

Analysis Method ◽

Service Levels ◽

Customer Complaints ◽

Zone Of Tolerance ◽

Tolerance Method

ABSTRAK Kebutuhan akan jasa yang efisien dan memudahkan untuk melakukan suatu kegiatan sangat dibutuhkan khususnya masyarakat di perkotaan yang mempunyai aktifitas yang tinggi. Sehingga menciptakan sebuah peluang usaha dan persaingan bisnis untuk melakukan pelayanan dengan kualitas yang baik dan memberikan kepuasa kepada pelanggan. Vicha Laundry merupakan sebuah jasa cuci pakaian yang terletak di Surabaya. Sampai saat ini Vicha Laundry beberapa kali menerima keluhan/complain dari pelanggan, yang menunjukkan bahwa pelanggan belum merasa puas dengan pelayanan yang ada sekarang. Untuk mengetahui tingkat kepuasan pelanggan Vicha Laundry maka digunakan metode Servqual dengan 5 dimensi yang digunakan yaitu tangibles, reliability, responsiveness, assurance, dan emphaty. Metode Zone of Tolerance juga digunakan untuk menghitung toleransi antara tingkat pelayanan yang diharapkan dengan tingkat pelayanan minimum. Selanjutnya untuk mengetahui derajat terhadap kinerja digunakan metode Importance Performance Analysis. Dari 15 atribut pelayanan didapatkan hasil perhitungan kepuasan pelanggan yang menunjukkan bahwa kualitas pelayanan tidak memuaskan pelanggan namun pelanggan masih bisa menerimanya. Dan untuk meningkatkan kepuasan pelanggan sebaiknya Vicha Laundry menurunkan harga jasa, menyetrika lebih rapi, memberikan penjelasan yang komunikatif, mendengarkan dan mencatat keluhan pelanggan sehingga bisa ditangani dengan cepat dan tepat, memastikan bahwa pakaian pelanggan tidak hilang/rusak. Kata kunci: Kepuasan Pelanggan, Servqual, Zone of Tolerance, Importance Performance Analysis. ABSTRACT The demand for efficient and convenient services is especially high in urban communities with a high rate of activities, therefore creating business opportunities and business competitions in conducting services of good quality and provide customer satisfaction. Vicha Laundry is a laundry service located in Surabaya. Until now Vicha Laundry has received complaints from customers several times, which shows that the customer is not satisfied with the current service. To find out the level of customer satisfaction Vicha Laundry, the Servqual method with 5 dimensions is used, namely tangibles, reliability, responsiveness, assurance, and empathy. The Zone of Tolerance method is also used to calculate tolerance between expected service levels and minimum service levels. Furthermore, to determine the degree of performance used the Importance Performance Analysis method. From the 15 service attributes, the results of customer satisfaction calculations show that the quality of service does not satisfy the customer, but the customer can still accept it. And to increase customer satisfaction Vicha Laundry should reduce the price of services, ironing more neatly, provide communicative explanations, listen and record customer complaints so that they can be handled quickly and accurately, ensuring that customer clothing is not lost / damaged. Keywords: Customer Satisfaction, Servqual, Zone of Tolerance, Importance Performance Analysis

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MENENTUKAN TINGKAT KEPUASAN PELANGGAN PDAM PAYAKUMBUH SETELAH PEMBANGUNAN WATER TREATMENT PLANT BATANG AGAM

Rang Teknik Journal ◽

10.31869/rtj.v3i2.1905 ◽

2020 ◽

Vol 3 (2) ◽

pp. 333-339

Author(s):

Harfa Sakri ◽

Junaidi Junaidi ◽

Bambang Istijono

Keyword(s):

Water Treatment ◽

Performance Analysis ◽

Customer Satisfaction ◽

Treatment Plant ◽

Water Treatment Plant ◽

Water Clarity ◽

Quality Attribute ◽

Raw Water ◽

Analysis Method

The aim of this research was to measure the level of customer satisfaction with the services of Payakumbuh PDAM after the construction of the Batang Agam Water Treatment Plant as one source of raw water. The result of this research explain that service of Payakumbuh PDAM after construction of Batang Agam Water Treatment Plant which analyzed using the Importance Performance Analysis method. There are 7 question attributes that become measurement points. In the first and second questions attribute about the smooth running of water at the peak hours of morning and evening whose value was in quadrant A where Payakumbuh PDAM should make an effort to improve customer satisfaction which means that these quality attributes need to be improved and improved continuously so that the quality attribute performance regarding smoothness at the peak hours in this quadrant increases and customer satisfaction can be achieved. Besides that, the attributes about water clarity, colorless water, tastes fresh, odorless water and normal temperature have reached quadrant B or known achievement priority. This position shows the quality of raw water product from Batang Agam Water Treatment Plant has been successfully carried out by Payakumbuh PDAM, so that, it must be maintained.

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MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽

10.24036/jmpe.v2i1.6093 ◽

2019 ◽

Vol 2 (1) ◽

pp. 11

Author(s):

Deta Aulia ◽

Rahmiati Rahmiati ◽

Gesit Tabrani

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Total Sample ◽

Primary Data ◽

Analysis Method ◽

Analysis Technique ◽

Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone

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

Jurnal Ilmiah Binaniaga ◽

10.33062/jib.v2i01.199 ◽

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

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KINERJA PROSES PELELANGAN IKAN DI PASAR ARUMBAI KOTA AMBON

PAPALELE (Jurnal Penelitian Sosial Ekonomi Perikanan dan Kelautan) ◽

10.30598/papalele.2017.1.2.58 ◽

2017 ◽

Vol 1 (2) ◽

pp. 58-66

Author(s):

Frendly Matulessy ◽

Dionisius Bawole

Keyword(s):

Performance Analysis ◽

Gap Analysis ◽

Primary Data ◽

Satisfaction Level ◽

Questionnaire Data ◽

Analysis Method ◽

Value For Money ◽

Qualitative Descriptive ◽

Market Needs ◽

Descriptive Method

This study aims to measure the performance of fish auction process in Arumbai Market in Ambon. Primary data were collected from 43 respondents through observation and direct interview based on questionnaire. Data was analysed by qualitative descriptive method, importance performance analysis method (IPA) and gap analysis, and value for money method. The results show that: 1). There are three auction process activities namely pre auction, auction, and post auction; 2). Fisherman's satisfaction level is 67% and merchant satisfaction is 81%; and 3). The auction performance of the economic aspect is less economical, with the final value of 83%, while the fish auction performance from the efficiency aspect is less efficient with the value of 76%. For that, it needs additional officers to manage fish auction place (TPI) in Arumbai Market. In addition, the fish auction facilities (TPI) in Arumbai Market needs to be improved.

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