USABILITY APLIKASI ANDROID HONDA e-Care DENGAN USE QUESTIONNAIRE DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Honda Pondok Pinang, which is located on Jl. Ciputat Raya No.80 Pondok Pinang, South Jakarta, in customer service using an android application called HONDA e-Care. HONDA e-Care is very helpful in making it easier for consumers to access Honda service services. Customers can book services at Honda dealers online, get notifications of periodic maintenance schedules, and search for the nearest dealer from a location that can be seen on a digital map by first accessing the Honda e-Care application. But consumers often also face problems, such as when booking a service, but the ongoing booking service does not appear. Until now, no one has conducted research on the quality of the Honda e-Care application. This study aims to measure the extent of the usability of the HONDA e-Care android application and provide suggestions for developing the HONDA e-Care application in the future. Based on the gap analysis, it was found that in general the HONDA e-Care android application on the Honda Pondok Pinang was not satisfied with the quality of the current applications. Based on the IPA analysis, the priority scale for improving the quality of the HONDA e-Care android application can be mapped where quadrant I is the highest priority scale according to the user's perspective, namely: [2], [5], [7], [8] and [9]. These four items must be upgraded immediately by the manager to meet user expectations.

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Analysis of User Satisfication with Graduates in Statistical Study Program Universitas Terbuka

Jurnal Varian ◽

10.30812/varian.v5i1.1331 ◽

2021 ◽

Vol 5 (1) ◽

pp. 29-38

Author(s):

Siti Hadijah Hasanah ◽

Dewi Juliah Ratnaningsih

Keyword(s):

Performance Analysis ◽

User Satisfaction ◽

Positive Attitude ◽

Statistical Study ◽

Gap Analysis ◽

Tracer Study ◽

Study Program ◽

Satisfaction Index ◽

User Expectations ◽

Fishbein Model

Revolution 4.0 requires the Universitas Terbuka Statistics study program to change the educational curriculum that aims to produce quality graduate competencies. Therefore, to collect informationand evaluate the competence of graduates, it is necessary to conduct tracer study research on each graduate. This study aims to measure user satisfaction with graduate competencies using Gap analysis, Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI), and a multi-attribute Fishbein model. Based on the value of Gap and Science, the main priority that must be improved by graduates to meet user expectations is the ability to solve problems, generate ideas, and be able to present the results of these ideas in the form of reports/journals. The value of the level of suitability between user satisfaction and the importance of the ability of graduates is very good at 92.87% and a CSI value of 78.25%, which means that overall user satisfaction with graduates is good, besides thatbased on the results of the multi-attribute Fishbein model, an Ao value of 158.20 which means that graduate users have a positive attitude towards the abilities of UT Statistics program graduates.

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Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

JIE Scientific Journal on Research and Application of Industrial System ◽

10.33021/jie.v3i1.501 ◽

2018 ◽

Vol 3 (1) ◽

pp. 11

Author(s):

Gandi Suhartinah ◽

Hery Hamdi Azwir

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Training Program ◽

Gap Analysis ◽

Technical Training ◽

Actual Performance ◽

Training Service ◽

Priority Factor ◽

Training Department

Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information. Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis

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Analisis Kualitas Website Tokome Menggunakan Metode Webqual 4.0 dan Importance Performance Analysis

Jurnal Informatika Universitas Pamulang ◽

10.32493/informatika.v6i1.8130 ◽

2021 ◽

Vol 6 (1) ◽

pp. 57

Author(s):

Devitasari Devitasari ◽

Theresia Wati ◽

Sarika Sarika

Keyword(s):

Performance Analysis ◽

Information Security ◽

Information Quality ◽

Quality Service ◽

Analysis Method ◽

User Perceptions ◽

Interaction Quality ◽

User Expectations ◽

Perceptions And Expectations

Tokome.id is an e-commerce company that provides merchandise manufacturing services by sending a design image of the product that we want to buy or sell. The purpose of this research is to measure the quality of the website owned by Tokome.id. To see the quality of a website, it is necessary to measure based on the quality based on the users using Webqual 4.0 method which consists of 3 variables (usability, information quality, service interaction quality), and 22 question indicators. The technique used by researchers is Importance Performance Analysis (IPA) method which provides an overview of what indicators need improvement or needs to maintain their quality based on user perceptions and expectations. Based on the results of the analysis of Importance Performance Analysis (IPA), it shows that the 22 items analyzed using the importance-performance analysis method are divided into quadrant I (8 items), quadrant II (6 items), quadrant III ( 5 items), and quadrant IV (3 items). Items that are considered very important and need to be improved are in quadrant I, namely the sense of data or information security when accessing the website. These outcome show that the quality of the Tokome. id website is still lacking and has not met user expectations.

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The Optimization of the Beam of High-Speed Computerized Embroidery Machine

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.470.381 ◽

2013 ◽

Vol 470 ◽

pp. 381-384

Author(s):

Jun Rong Zhou

Keyword(s):

Performance Analysis ◽

High Speed ◽

Dynamic Performance ◽

New Model ◽

Breakage Rate ◽

The Future ◽

Dynamic Performance Analysis ◽

A Company

The beam of embroidery machine vibrates more intensely and breakage rate goes higher when the spindle rotates at 850rpm and then the quality of product reduces drastically. One high-speed computerized embroidery machine with 20 heads manufactured by a company in Jiangmen was studied for the problem mentioned above. Dynamic performance analysis was conducted to the beam by analytical experiment and computation based on FEM through ANSYS. One improvement solution was proposed and theoretical verification to the optimized beam was processed. It provides a reference for the improvement on embroiderys structure and the development of new model in the future.

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ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK DI BANDAR UDARA INTERNASIONAL SYAMSUDIN NOOR BANJARMASIN

AS-SIYASAH: Jurnal Ilmu Sosial Dan Ilmu Politik ◽

10.31602/as.v4i1.2338 ◽

2019 ◽

Vol 4 (1) ◽

pp. 20

Author(s):

Normajatun Normajatun ◽

Abdul Haliq

Keyword(s):

Performance Analysis ◽

Research Methods ◽

Public Services ◽

Quantitative Approach ◽

Community Satisfaction ◽

The Future ◽

Passenger Aircraft

This study aimed to find out the description: the quality of public services in the Syamsudin Noor airport, Banjarmasin and International factors that can provide community satisfaction on quality public services at the Syamsuddin Noor Airport Banjarmasin. Research methods using method survey with quantitative approach. The population was prospective passenger aircraft were waiting for departure at the Syamsuddin Noor Airport Banjarmasin. The design of data collecti the technique of Importance Performance Analysis (IPA). The results showed the quality of public services in the Syamsudin Noor Airport in Banjarmasin categories either. Then the factors of the quality public services that can provide satisfaction of society described in diagram cartesius. From the diagram, there are two important, part deserving attention in handling, i.e. the factors contained in the quadrants A, which in this quadrant needs to get top priority for repairs in the future. Besides the factors contained in quadrant B that should have retained its performance going forward.

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Penerapan Importance Performance Analysis (IPA) Untuk Mengukur Kualitas Indeks Kepuasan Masyarakat (IKM) Layanan Balai Besar Inseminasi Buatan Singosari-Malang

Jurnal Penelitian dan Pendidikan IPS ◽

10.21067/jppi.v13i1.4748 ◽

2020 ◽

Vol 13 (1) ◽

pp. 49-57

Author(s):

Rini Hermawati

Keyword(s):

Performance Analysis ◽

Artificial Insemination ◽

Gap Analysis ◽

Survey Methods ◽

Quality Performance ◽

Satisfaction Index ◽

Priority Mapping ◽

And Performance ◽

Very High

This study aims to (1) know and analyze the quality and service satisfaction on Artificial Insemination (AIC) Singosari based application Importance Performance Analysis (IPA), (2) to determine the quality of people's satisfaction on service Center for Artificial insemination (AIC) Singosari by Community Satisfaction Index (HPI). The study used a descriptive quantitative survey methods. The population is at BBIB Singosari service users. Acidental samples using sampling techniques with the number of respondents 150 people. Mechanical data using questionnaires and interviews. The analysis is IKM, Gap Analysis and IPA. The results showed: (1) Elements of SME value interests quality levels; A conversion 3,946 SMEs; 98.65, very high SME category means satisfactory service. The level of quality performance IKM value; 4.256 conversions; 106.4, category Very important, so the intervals above 100.00 on a performance level of "A" / Very Good. (2) The results of the study of Interest and Performance with priority mapping IPA there are aspects that need to be improved to make it better. That is; realiability, performance conformity -1.1, -0.1 tangibles, empathy suitability -0.4 performance. To obtain follow-priority repairs by BBIB Singosari.

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Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan

WARTA ARDHIA ◽

10.25104/wa.v41i1.142.29-38 ◽

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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3D IPEA Model to Improving the Service Quality of Boarding School

Asian Social Science ◽

10.5539/ass.v12n7p119 ◽

2016 ◽

Vol 12 (7) ◽

pp. 119

Author(s):

Asep Saifuddin Chalim

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Student Performance ◽

Gap Analysis ◽

Boarding School ◽

Three Dimensions ◽

Quality Factors ◽

Performance Expectation ◽

Management Aspect

he service quality is an important factor which affecting student performance, expectation and satisfaction in a boarding school. The traditional of Importance-performance analysis used to evaluate strength and weaknesses of a service quality factors. The models of Importance-Performance-GAP Analysis (IPGA) have developed by integrating the strengths of the importance and performance analysis (IPA) and the GAP analysis (Lin, et al. 2009). This study develops a 3D (three dimensions) service quality and gap model by extending the IPGA model through adding student expectations attribute. This method shows the useful of the IPEA (Importance-performance-expectation analysis) in 3D grid view and this method useful in evaluating service quality of school. This study identified 40 items and each item was rated using Likert scales that have a 5-point of levels. The results were obtained from 175 students from grade 7 to grade 12. The final result was divided in two different aspect; (1) management aspect and (2) building services and facility aspect. The IPA grid for management aspect shows that four items fall into fist quadrant (Keep up the good work), and seven items fall into the second quadrant (Concentrate here), two items fall into third quadrant (Low priority), and two items fall into forth quadrant (Possible overkill). The results of 3D IPEA are shown that two attribute putted in quadrant 3 and one attribute in quadrant 6. The findings of the study show that a management aspect and building facilities aspect are necessary to enhance the service quality of school. The results are useful to identifying real condition of building facility and help a boarding school to develop better service quality.

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INTEGRATING FUZZY-SERVQUALINTO IMPORTANCE PERFORMANCE ANALYSIS AND QUALITY FUNCTION DEPLOYMENT FOR IMPROVE KSP KUSUMA ARTHA LESTARI SERVICE QUALITY

Jurnal Ilmiah Teknik Industri ◽

10.24912/jitiuntar.v1i3.476 ◽

2017 ◽

Vol 1 (3) ◽

Author(s):

Ely Wijayanti ◽

Sunday Noya

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Customer Service ◽

Financial Services ◽

Quality Function Deployment ◽

Gap Analysis ◽

Quality Function ◽

Consumer Complaints ◽

Consumer Expectations ◽

Branch Office

KSP KusumaArtha Lestari (KAL) is one of the credit unions in Malang and is engaged in providing financial services to its members. Over the last four years, the amount of loans KAL could distribute decreased. The decline may be caused due to the services quality provided by KAL does not meet consumer expectations. The measurement of service quality with Fuzzy- Servqual questionnaire and gap analysis methods, it was found that there are ten KAL’s service quality attributes that do not meet consumer expectations and need to be improved. Using Importance Performance Analysis,attributes that will be improved are determined, they are accessible location, availability of media published products KAL offered, the queue at the customer service, clear information employee can give to consumers, and the consumer complaints feedback quickness. By the Quality Function Deployment analysis, the improvement recommendations made. The recommendation are to add special customer service, to provide a suggestion box, to make documentation on consumer complaints, to maximize shuttle service, to open new branch office and improve its effectiveness, to add amount of media information, to add amount of information on every media, and to provides an indicator of the service quickness. Keywords: Service Quality, Fuzzy-Servqual, QFD.

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Evaluasi Kualitas Website Digital Library UMM Menggunakan Metode Webqual 4.0 Dan Importance Performance Analysis

Repositor ◽

10.22219/repositor.v2i3.405 ◽

2020 ◽

Vol 2 (3) ◽

pp. 351

Author(s):

Muhammad Reza Ashari ◽

Dharma Surya Pradana ◽

Evi Dwi Wahyuni

Keyword(s):

Performance Analysis ◽

Digital Library ◽

Information Quality ◽

Quality Evaluation ◽

Gap Analysis ◽

Alternative Form ◽

A Value ◽

Service Interaction ◽

Library Collections

AbstrakDigital Library adalah perpustakaan yang mengelola semua atau sebagian yang subtansi dari koleksi-koleksinya dalam bentuk komputerisasi sebagai bentuk alternatif, suplemen atau pelengkap terhadap cetakan konvensional dalam bentuk mikro material yang saat ini didominasi koleksi perpustakaan. Namun, dari sejak awal hingga saat ini belum pernah dilakukan evaluasi terhadap Digital Library yang dikaji dari sisi kualitasnya. Evaluasi dilakukan untuk menjawab permasalahan bagaimana pendapat pengguna tentang kualitas Digital Library yang telah diimplementasikan Universitas Muhammdiyah Malang. Berdasarkan Hasil penelitian ditemukan bahwa pada variabel usability dengan nilai 0,67, information quality 0,86, service interaction 0,71 dan untuk rata-rata dari keseluruhan variabel 0,74. Dari hasil analisis kesenjangan ditemukan bahwa seluruh variabel bernilai positif atau Qi GAP > 0 yang artinya kinerja sudah sesuai yang diharapkan oleh pengguna. kesimpulan yang didapatkan ada 15 atribut yang masuk kedalam kuadran 1 dan 3. Saran yang diberikan berupa rekomendasi mockup untuk meningkatkan kualitas pada kuadran 1 dan 3 IPA. Kesimpulan dari penelitian bahwa kualitas dari website Digital Library masih kurang karena masih banyak atribut yang perlu ditingkatkan kualitasnya.Abstract Digital Library is a library that manages all or part of the substance of its collections in the form of computerization as an alternative form, supplement or complement to conventional molds in the form of micro-material which is currently dominated by library collections. However, from the beginning until now there has never been an evaluation of the Digital Library that was reviewed in terms of quality. Evaluation is do to answer the problem of how the user thinks about the quality of the Digital Library that has been implemented by Malang Muhammadiyah University. Based on the results of the study found that the usability variable with a value of 0.67, information quality 0.86, service interaction 0.71 and for the average of the overall variable 0.74. From the results of the gap analysis it was found that all variables were positive or Qi GAP > 0 which meant that the performance was as expected by the user. the conclusions obtained are 15 attributes that enter into quadrants 1 and 3. The advice given is a mockup recommendation to improve the quality of quadrants 1 and 3 IPA. The conclusion from the study that the quality of the Digital Library website is still lacking because there are still many attributes that need to be improved in quality.

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