scholarly journals PENENTUAN PRIORITAS PENINGKATAN KUALITAS JASA DENGAN MENGGUNAKAN METODE IMPORTANCE-PERFORMANCE ANALYSIS (IPA) DAN INDEKS POTENTIAL GAIN CUSTOMER VALUE (PGCV)

2021 ◽  
Vol 23 (2) ◽  
pp. 352
Author(s):  
Nur Hakim Arifianto ◽  
Sauptika Kancana ◽  
Adi Soeprapto
Keyword(s):  
Customer Value ◽  
Sampling Methods ◽  
Spare Parts ◽  
Quality Of Services ◽  
Repair Shop ◽  
Potential Gain ◽  
Margin Of Error ◽  
And Performance

The purpose of the research is (1) analyzing the level of conformity betweenexpectations (importance) customer and performance (performance) of the company against the quality of services provided by Yamaha Motorcycle repair shop (2) Determine the priority Quality improvement based on the level of conformity and index of Potential Gain Customer Value (PGCV) to improve the quality of services provided by Yamaha Motorcycle repair shop. The population in this research is a customer Yamaha Motorcycle repair shop Demangan Yogyakarta for approximately arround 2 months April 2019 till June 2019.Determination of the number of samples will be determined by the level of Confidance 95% and margin of error is 10% then obtained the number of samples as many as 98 people. The sampling techniques used in this study were based on Non Probabiliy Sampling methods using the Accidental Sampling approach.The results showed that (1) the level of conformity between expectations (importance) of the customer and performance (performance) of the company against the quality of services provided by the Yamaha Motorcycle repair shop Demangan Yogyakarta has an average level of conformity Below 100% of which is 88.30%. 88.30% means the company lacks or does not fulfill what is considered important by the customer and the service has not beensatisfactory; (2) Priority of improvement of service quality (top priority in the Quadrant A IPA diagram with index PGCV) namely: 1) Workshop Yamaha new source Motor Demangan has a complete spare parts, 2) equipment used Yamaha Workshop new source Demangan complete, 3) Employees Yamaha Motorcycle repairshop Demangan tell the customers when the service is certainly motorbike will be delivered, 4) Employees Yamaha Motorcycle repair shop Demangan always ready in responding to customer demand, 5) Mechanics workshop Yamaha Motorcycle repair shop Demangan fast In servicing motorcycles, 6) Employees Yamaha Motorcycle repair shop Demangan always able to answer questions related to Yamaha motorcycles, 7) Employees Yamaha Motorcycle repair shop Demangan always prioritize the expectations of customers.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals PENGARUH KUALITAS PEPELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT (Keluarganya Warga Binaan Pemasyarakatan) PADA LEMBAGA PEMASYARAKATAN KELAS IIB SLAWI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Edi Sutrisno ◽  
Joko Mariyono
Keyword(s):  
Linear Regression ◽  
Positive Impact ◽  
Quality Of Services ◽  
Correctional Institution ◽  
Community Satisfaction ◽  
Multi Linear Regression ◽  
Class Iib ◽  
And Performance

This research is called the influence of the quality of services and performance employees to of community satisfaction his people residents under the jurisdiction of correctional in a correctional institution class IIB slawi. Based on a title in on the research aims to understand: 1. Know the influence of the quality of service for of community satisfaction his people residents under the jurisdiction of correctional in a correctional institution class iib slawi. 2. Know the influence of performance employees to of community satisfaction his people residents under the jurisdiction of correctional in a correctional institution class iib slawi. 3. Know the influence of the quality of services and performance employees to of community satisfaction his people residents under the jurisdiction of correctional in a correctional institution class IIB slawi. Research methodology used in this research is the method observation, interview, the questionnaire, and study literature, technique the sample non probability of sampling by using scale likert and methods the determination of sample used is convenience / accidental sampling as many as 171 sample.The method of analysis the data used is the method linear regression multiple ( multi linear regression ).The results of the study in partial shows that 1). The quality of services (x1) and performance employees (x2 in together have had a positive impact and significant impact on of community satisfaction his people residents under the jurisdiction of correctional) (y in a correctional institution class IIB Slawi. 2). The quality of services (x1 in partial have had a positive impact and significant impact on of community satisfaction his people residents under the jurisdiction of correctional) (y in a correctional institution class iib slawi. 3). Performance employees (x2 in partial have had a positive impact and significant impact on satisfaction masyarakan his people residents under the jurisdiction of correctional) (y in a correctional institution class IIB Slawi). Keyword: the quality of services , performance employees , of community satisfaction

scholarly journals STRATEGI PENGEMBANGAN KUALITAS PELAYANAN UNTUK MEMENUHI KEINGINAN KONSUMEN PADA BENGKEL WIJAYA TOYOTA

2019 ◽  
Vol 1 (1) ◽  
pp. 39-54
Author(s):  
Anggit Suryopratomo
Keyword(s):  
Qualitative Methods ◽  
Direct Contact ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Spare Parts ◽  
Quality Of Services ◽  
House Of Quality ◽  
Waiting Room ◽  
Care Services

This study addresses the complex problems in taking a decision to achieve corporate objectives, to improve the quality of consumer care services, as well as care services in accordance with the wishes of the customer in Workshop Wijaya Toyota (PT Wijaya Motor Lestari) in partnership with PT Astra International Tbk. This research is descriptive, assigning a sample of 100 customers. Data were processed in the qualitative  methods using Quality Function Deployment and the result was displayed in a matrix House of Quality. The results show that strategies the workshop Wijaya Toyota applies to improving the quality of services are: the waiting room and toilet cleanliness, promoting warranty repair workshop, ensuring the accuracy of completion time of maintenance, speed of completion of the work, maintenance appropriate to their complaints, garage attendant explanation of maintenance, stock availability of original spare parts, direct workshop personnel explanation at the time of submission, garage attendant explanation upon delivery, transparent overall cost to be paid,  reasonableness price of original parts, friendliness and courtesy officer spare parts, and workshop personnel direct contact. 

scholarly journals Organizational Commitments in Financial Service Audit With Antecedents of Organizational Justice and Job Satisfaction

2020 ◽  
Vol 11 (4) ◽  
pp. 86
Author(s):  
Petrus Ridaryanto
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Organizational Justice ◽  
Structural Equation ◽  
Interactional Justice ◽  
Equation Model ◽  
Quality Of Services ◽  
Accounting Firms ◽  
And Performance

Public trust in a profession is determined by the reliability, accuracy, timeliness, and quality of services or services that can be provided by the auditor profession. Although the auditor's work and performance procedures have tended to be supervised and determined strictly and formally by external institutions, studies have shown that the context of the internal environment has an effect on improving auditor performance. This study seeks to analyze the effect of organizational justice and job satisfaction in the auditor's environment on organizational commitment. It focuses more on behavioral accounting, specifically relating to the auditor's work environment, by taking the object of the treatment's influence in the organization's internal participation and involvement of auditors that is reflected by organizational commitment. By using the Structural Equation Model (SEM), the findings show that procedural justice and interactional justice are empirically proven to influence organizational commitment. On the other hand, distributive justice has no effect on organizational commitment, and job satisfaction has also been proven empirically to have no effect on organizational commitment. These results provide input for public accounting firms so as not to overlook the fairness factor in providing rewards to auditors. In the case of fairness the awarding of rewards / awards to the auditor is not only limited to the amount of reward, but also the process for determining the amount of the reward.

scholarly journals Indicators characterizing the quality of state (municipal) services in the sphere of youth policy

2021 ◽  
pp. 1-14
Author(s):  
Kristina Fedoseeva
Keyword(s):  
The State ◽  
Quality Of Services ◽  
Municipal Services ◽  
Appropriate Use ◽  
Youth Policy ◽  
Legislative Regulation ◽  
The Subject ◽  
Quantitative Indicators

The subject of this research is indicators that characterize the quality of municipal services rendered in accordance with the state (municipal) task in the sphere of youth policy. Special attention given to the analysis of state tasks approved on the federal and regional levels for budgetary (autonomous) institutions. The author examines the indicators that characterize the quality of municipal services in the sphere of youth policy as the foundation for assessing the achievement of publicly significant results in the context of the vector for improving the efficiency of spending budgetary funds. The article explores the problem of the absence of correlation between the quality of services rendered and the size of subsidy allocated for the implementation of state (municipal) task. The main conclusion consists in the statement that at the present day it is difficult to assess the achievement of publicly significant result in rendering state (municipal) services in the sphere of youth policy as a criterion for the appropriate use of subsidies for the fulfillment of the state (municipal) tasks within the framework of the activity of budgetary (autonomous) institutions. This is substantiated by the formal determination of indicators set by such institutions, which characterize the quality of the rendered municipal services and the absence of comprehensive legislative regulation in this sphere. The efficiency parameters of the conducted state youth policy are for the most part reflected through the quantitative indicators.

scholarly journals Upaya Meningkatkan Kualitas Sumber Daya Manusia melalui Strategi Persaingan Usaha Ekonomi Kreatif Menuju New Normal (Studi Kasus Pegadaian Cabang Pelayanan Syariah (CPS) Bangkalan)

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Ismawati Ismawati ◽  
Mochammad Isa Anshori
Keyword(s):  
Qualitative Research ◽  
Human Resources ◽  
Research Method ◽  
Quality Of Services ◽  
New Normal ◽  
Great Demand ◽  
Economic Strategies ◽  
And Performance ◽  
The Many

The objectives of this study include knowing how to develop the quality of human resources, the extent to which the competitive strategy in improving the quality of services will be applied towards the new normal, how to improve the quality of human resources and performance competition strategies in the new normal era. The method used in this research is descriptive qualitative research method. The results showed that CPS Bangkalan Pegadaian to improve or develop the quality of human resources through increasing creative economic strategies by means of improving several products and CPS Bangkalan Pegadaian systems, including the Digital Sharia Pawnshop Application (PSD), Amanah Financing, Gold Savings and Arrum. The product and system of the CPS Bangkalan Pegadaian that is in great demand by customers is gold savings. This product is in great demand because it is easy to access, the process is fast, and there are fewer requirements to fulfill. The obstacles faced are the lack of socialization to customers, the many requirements.

Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India

2010 ◽  
Vol 2 (3) ◽  
pp. 53-73 ◽  
Author(s):  
Anand Parkash Bansal ◽  
Vishnuprasad Nagadevara
Keyword(s):  
Structural Change ◽  
Public Sector ◽  
Public Perception ◽  
Demographic Characteristics ◽  
Quality Of Services ◽  
The Public ◽  
Military Engineer ◽  
Infrastructure Provision ◽  
And Performance

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.

scholarly journals PENGARUH KUALITAS LAYANAN, HARGA DAN ATMOSFER TOKO TERHADAP KEPUASAN PELANGGAN TOKO BUKU TOGAMAS GAJAH MADA SIDOARJO

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Matadji . ◽  
Muhammad Demas Nurdiansyah
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Regression Coefficient ◽  
Quality Of Services ◽  
Positive Coefficient ◽  
Positive Effect ◽  
Variable Quality ◽  
Sampling Approach

The problems of this study were (1) "What is the quality of service, price andatmosphere store partially positive effect on customer satisfaction in the bookstoreTogamas Gajah Mada Sidoarjo? (2) Is the quality of service, price and atmospheresimultaneously store positive effect on customer satisfaction in the bookstore TogamasGajah Mada Sidoarjo? (3) What is the most dominant variable between quality ofservice, price and atmosphere stores affect customer satisfaction bookstore TogamasGajah Mada Sidoarjo? and Goals to be achieved in this research is to demonstrate andanalyze how much the influence of the quality of service, price and atmosphere of theshop to customer satisfaction in the bookstore Togamas Gadjah Mada Sidoarjorespondents and the population in this study is that all customers who are in BookstoreTogamas Gadjah Mada Sidoarjo the sample in this study was 100 respondents using thetechniques of non probality sampling approach accidental sampling is a samplingtechnique based on the chance that anyone who by chance met with investigators can beused as a sample, when viewed people who happened to be found suitable as a datasource , Based on the research results, obtained the following regression equation: Y =2,977+ 0,118 X1 + 0.246 X2 + 0.206 X3 Of the acquisition value equation of multiplelinear regression model all variables showed a positive coefficient value that shows theinfluence of the quality of service, price and atmosphere of the shop to customersatisfaction. The results showed that there was a significant effect alongside the qualityof service, price and atmosphere shop to customer satisfaction and service quality hasnot significantly it is proved by the value of the t test of the quality of services wherebyindigo t statistic is greater than t table (1.712> 1.66071). Then from the significancelevel of 0.090 greater than 0.05 (0.05 <0.090), then Ho Ha rejected or accepted.Keofesien of determination of 0.390, which means that 39.0% variable quality ofservice, price and atmosphere stores affect customer satisfaction, while 61.0% isinfluenced by other variables not studied eg quality products, promotions and otheremotions of others. The results showed that the price is the dominant variable with thevalue of the regression coefficient 0.246 Keywords: Quality of service, price, atmosphere and customer satisfaction shop

scholarly journals Tourists Perception Towards Tourist Satisfaction in Pangandaran Beach, West Java, Indonesia

2019 ◽  
pp. 1-9
Author(s):  
Lisa Ratnasari ◽  
Bernard Hasibuan ◽  
Ninin Gusdini
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Information Service ◽  
Quality Attributes ◽  
West Java ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Potential Gain ◽  
Beach Tourism

Pangandaran Regency has quite diverse tourist destinations ranging from beach tourism, cave tourism, cultural tourism and others. Pangandaran Beach is one of the tourist destinations in the Regency of Pangandaran, West Java, from sources of the Tourism Office and Pangandaran Culture it can be seen that the level of tourist visits to Pangandaran Beach from 2016 to 2017 has decreased for international tourists while experiencing an increase for domestic tourists. Therefore, it is necessary to conduct research aimed to determine the perceptions of tourists to improve the quality of management services in Pangandaran Beach tourist destination. The method used is the servqual method and PGCV (Potential Gain Customer Value). The servqual method aims to see the service quality attributes that need to be improved and the PGCV method aims to complete the analysis results of servqual by determining the priority of improvements that must be done based on the PGCV index. Based on the results of the analysis, there are 5 service quality attributes that need to be improved, such as attractions displayed, providing updated information about upcoming events, integrated information service center on children and lost items, sound notification of danger in the coastal area and the availability of integrated service posts around the beach.

scholarly journals METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X

2020 ◽  
Vol 8 (2) ◽  
pp. 144
Author(s):  
Ulfi Nur Alifah ◽  
Alan Prahutama ◽  
Agus Rusgiyono
Keyword(s):  
Quality Improvement ◽  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Analysis Method ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain ◽  
Ease Of Access

The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.

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