scholarly journals ANALISIS TINGKAT KEPUASAN PETANI JAGUNG TERHADAP PELAYANAN LEMBAGA PEMASARANNYA DI KECAMATAN LUBUK PINANG KABUPATEN MUKOMUKO

2016 ◽  
Vol 15 (1) ◽  
pp. 45-58
Author(s):  
Irvan Diyahya ◽  
Ketut Sukiyono ◽  
Redy Badrudin
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Service ◽  
Services Marketing ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This research was conducted in Sumber Makmur village, Lubuk Pinang subdistrict Mukomuko District from in March 2015 by surveyed 92 corn farmers as samples.  This study is aimed at investigating the performance and the benefit of an attribute services marketing institutions agribusiness in support of corn in kabupaten mukomuko and estimating satisfaction level of corn farmers to marketing institutions  services in support  corn  agribusiness in Kabupaten Mukomuko. The purpose of the first analyzed by Importance Performance Analysis (IPA)  method and the purpose of the second analyzed by Customer Satisfaction Index (CSI) method. From IPA results, it can be  drawn conclusions that marketing institution 1 services aspects that need to be improved and are considered important for farmers are fast service, right and always respond to help the farmers of corn, the accuracy of scales and willingness to respect and serving officers and by prioritising the needs of farmers. Then the marketing institution 2 services aspects  that need to be improved and be considered important for farmers are communicating information the quality of corn desired consumers to farmers, the ability to communicate from the officers and openness and honesty in giving information service. Corn growers were satisfied with marketing services institution 1 with CSI of 70,65 %, and to marketing institution  2 with CSI of 72,21 %.  Keywords: Corn, Marketing, IPA, CSI, Satisfaction.

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>

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.

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

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 KEPUASAN KONSUMEN RUMAH TANGGA TERHADAP BERAS PADI ASAL LAMPUNG SELATAN (BERAS “PALAS”) DI KABUPATEN LAMPUNG SELATAN

2020 ◽  
Vol 8 (2) ◽  
pp. 248
Author(s):  
Dela Fitriana ◽  
Teguh Endaryanto ◽  
Rabiatul Adawiyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Consumption Pattern ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods ◽  
Level Of Satisfaction

This research aimed to find out consumption pattern and level of satisfaction of household consumers on “Palas” rice. The research was done in South Lampung with a survey method. The data was collected in Mei 2018. The technique used for sampling was nonprobability sampling with 40 respondents. The analysis methods used were descriptive analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The research showed that the household consumers of “Palas” rice consumed 9.12 kg per month. They consume “Palas” rice because the quality of “Palas” rice is quite good such as the color, the cleanliness, and the price. The CSI value obtained is 73,60 percent which is in satisfying category. According to the results of IPA attributes that should be top priorities are taste and texture of rice.Key words: Consumption, Customer Satisfaction, “Palas” rice

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

scholarly journals SATISFACTION LEVEL OF PASSENGERS, SERVICE & FACILITY OF KMP DHARMA BAHARI SUMEKAR III BY IPA AND CSI METHODS

2021 ◽  
Vol 2 (1) ◽  
pp. 161
Author(s):  
Kurnia Hadi Putra ◽  
Ita Suhermin Ingsih ◽  
Bambang Wahyudi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Research Result ◽  
Satisfaction Level ◽  
Service Facility ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Transport intends to ease the movement from one place to another. KMP Dharma Bahari Sumekar III belongs to one of transport facilities operated at Kalianget Port in Sumenep.This research aimed at investigating the satisfaction level of passengers taking KMP Dharma Bahari Sumekar III by implementing the methods of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The research result indicated several essential attributes i.e. Quadrant II (toilet cleanliness in KMP Dharma Bahari Sumekar III and facility convenience for passengers in KMP Dharma Bahari Sumekar III and Quadrant II (safety in KMP Dharma Bahari Sumekar III, cleanliness in KMP Dharma Bahari III, the ability of officer in KMP Dharma Bahari Sumekar III to respond fast the emergent problems and be responsible on the safety and cozines of passengers). Meanwhile, the result of CSI method obtained 71,47%.

scholarly journals Analisis Kepuasan Pengunjung Terhadap Layanan Perpustakaan Politeknik Negeri Bali

Epigram ◽  
2019 ◽  
Vol 16 (2) ◽  
pp. 111-120
Author(s):  
Ni Wayan Dewinta Ayuni ◽  
Wayan Hesadijaya Utthavi ◽  
AA. Istri Raka Wahyuni
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Library Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Future ◽  
Air Circulation ◽  
Employee Response

Library can be said as the heart of the universities. Politeknik Negri Bali (PNB) as one of the universities in Indonesia currently has one library room located on the 2nd floor of the PNB Central Building. Based on the data, the average number of PNB library visitors in the year 2017 is only 15% of the total civitas. This number shows that PNB library has not been optimally utilized. The purpose of this study is to assess the satisfaction of library visitors to PNB library services, so that the PNB library in the future can provide better service and the number of library visitors can increase. The variables used are five service dimensions, namely tangibles, reliability, responsiveness, assurance, and emphaty. The method of analysis used in this study are importance performance analysis (IPA) and analysis of customer satisfaction index (CSI). Results shows that there are some services that need to be maintained, such as the completeness of facilities, updated collection, air circulation, locker safety, convenience in finding references, knowledge of employee, hospitality of employee, concern of employee, response of employee, and good comunication between employee and visitors. According to CSI method, the visitors’ satisfaction level is 76,40% which is classified as satisfied.

scholarly journals Analysis of Patient Satisfaction with Family Center Care Services Based on Importance Performance Analysis and Customer Satisfaction Index

2021 ◽  
Vol 7 (3) ◽  
pp. 1-7
Author(s):  
Eva Supriatin ◽  
Bhakti Permana ◽  
Asep Muhamad Ramadan ◽  
Diwa Agus Sudrajat ◽  
Linlin Lindayani
Keyword(s):  
Patient Satisfaction ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Family Care ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Care Services ◽  
Excellent Service ◽  
Section Design

Background : In the era of globalization, excellent service is a key element in hospitals and care units. Patient satisfaction is an indicator of the first hospital to use to measure the quality of health care. Patients and families of parents patient care determine if they can be active in care and decision-making. Objective : Determine the "Patient Satisfaction Analysis Of Service Center Family Care (FCC) Based Importance Performance Analysis ( IPA) And Customer Satisfaction Index(CSI) In The Finches RSAU Dr. Salamun Bandung " Descriptive and cross-section design. Method : The research was conducted from 27 June 2019 to 31 June 2019 and involved a sample of 30 respondents. Data were collected by the distributing questionnaires. The data are processed using the Univariate, Importance Efficiency Analysis (IPA) and Customer Satisfaction Index (CSI). Results : The results of this study, the 5 dimensions of service most nursing FCC is very satisfied category, namely reliability dimension ( 94.27 %), Assurance ( 94.85 %), Tangible ( 93.52 %) ), Empathy ( 96.22 %), And responsiveness ( 94.27 %) ( 94.27 percent ). Conclusion : Patient satisfaction with community care centers (FCC) based on (IPA) and (CSI) in the room finches pretty good RSAU Bandung Dr. Salamun.

scholarly journals Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan

WARTA ARDHIA ◽  
2017 ◽  
Vol 41 (1) ◽  
pp. 29
Author(s):  
Sitti Subekti ◽  
Muhammad Herry Purnama
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Aviation Industry ◽  
Service Improvement ◽  
Service Users ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Air freight transport is a promising business along with the development of the aviation industry in Indonesia. This promising word is indicated with the prospect of air transportation in which both passengers and cargo have positive growth trend so that adequate quality of service is needed. This study was conducted to assess the quality of service of the cargo terminal at Tarakan Juwata Airport based on the perception of service users. This study uses the Servqual model with 5 dimensions consisting of 17 service attributes. There are 37 samples of service users (shippers) who were randomly selected. Importance Performance Analysis, gap analysis and Customer Satisfaction Index were used to analyze the data. The results indicate 4 service attributes requiring high priority in service improvement. Gap analysis of 5 dimensions of service shows a negative value. It means that the performance of the cargo terminal is still below its level of importance. Dimensions of tangible and empathy are the dimensions of service with the highest gap value of -0.93. Customer Satisfaction Index of cargo terminal services is 71.94 % which means that cause for concern from the service provider/the operator of cargo terminal. Keywords: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index. Bisnis angkutan kargo udara merupakan usaha yang menjanjikan sesuai dengan berkembangnya industri penerbangan di Indonesia. Hal ini ditunjukkan dengan prospek angkutan udara yang cukup baik dari sisi pertumbuhan penumpang dan kargo sehingga dibutuhkan kualitas pelayanan yang memadai. Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal kargo di Bandar Udara Juwata Tarakan berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan Model Servqual dengan 5 dimensi yang terdiri dari 17 atribut jasa. Terdapat 37 sampel pengguna jasa (shipper) yang terpilih secara acak. Importance Performance Analysis, analisis gap dan Customer Satisfaction Index digunakan untuk menganalisis data. Hasil analisis menunjukkan terdapat 4 atribut jasa yang memerlukan prioritas utama perbaikan pelayanan. Analisis gap terhadap 5 dimensi pelayanan menunjukkan nilai negatif. Hal ini berarti kinerja terminal kargo tersebut masih berada di bawah tingkat kepentingan penggunanya. Dimensi bukti fisik (tangible) dan empati merupakan dimensi pelayanan dengan nilai gap paling tinggi sebesar -0.93. Indek kepuasan konsumen pelayanan terminal kargo sebesar 71.94% yang berarti memerlukan perhatian (cause for concern) dari penyedia jasa/pengelola terminal kargo. Kata kunci: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index

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