scholarly journals ANALISA PENINGKATAN PELAYANAN PEMBELAJARAN DARING (ONLINE) DENGAN IMPLEMENTASI METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFOMANCE ANALYSIS (IPA) DI SMA NEGERI 3 TUBAN

JUMINTEN ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 156-167
Author(s):  
Fibio Isnando Hariatmaja Pradana ◽  
Rr Rochmoeljati
Keyword(s):  
Online Learning ◽  
Performance Analysis ◽  
Service Quality ◽  
Learning Process ◽  
Physical Evidence ◽  
Independent Variable ◽  
Variable Data ◽  
Negative Attributes ◽  
Cartesian Diagram

Dampak virus corona di institusi pendidikan yaitu pada proses pembelajaran tatap muka digantikan dengan proses pembelajaran online, dimana dampaknya guru dan siswa kurang berpengalaman, minimnya fasilitas yaitu handphone, laptop dan internet paket data dan menimbulkan masalah tingkat kepuasan siswa terhadap pelayanan guru pada media pembelajaran online. Untuk mengetahui tingkat kepuasan pelayanan dalam proses pembelajaran online menggunakan metode Service Quality (Servqual) untuk mengukur tingkat kepuasan pelayanan dari kualitas pelayanan berdasarkan Gap value and Importance Performance Analysis (IPA) untuk pemetaan diagram guna mengevaluasi dan memberikan rekomendasi untuk perbaikan. Lokasi penelitian di SMA Negeri 3 Tuban yang terletak di Jalan Manunggal No.14, Kab.Tuban, East Java Province. This research uses independent variable data, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (Assurance), Emphaty (Empathy). The method used is Service Quality (Servqual) and Importance Performance Analysis (IPA).The results of the Servqual (Gap) value obtained the highest negative attributes, namely TA1 (-0.8), RL3 (-0.58), RS2 (-0.54), RS1 (-0.5) and EP1 (-0.5) . The results of the Servqual (Gap) value per dimension obtained the dimensions of responsiveness (-0.48), reliability (-0.33), empathy (-0.33), physical evidence (-0.32) and assurance (-0.28). ). The result of the calculation of the overall servqual value (Gap) can show a positive value of 0.05. The cartesian diagram mapping results obtained quadrant I attributes are TA1, RL3, and EP1.Based on the servqual (Gap) value, there are 4 attributes that are negative, namely the attributes TA1 (-0.8), RL3 (-0.58) and EP1 (-0.5) so that it shows that the service quality of the online learning process is unsatisfactory and cannot meet the expectations of students. Based on the Cartesian Importance Performance Analysis (IPA) chart mapping, it is found that the attributes are located in quadrant I, namely: TA1, RL3, and EP1. It should be done a maximum of no more than 45 minutes, not giving assignments simultaneously with other subjects, determining the day of assignment by making a schedule and giving space and opportunities to parents as assessors are the best things,Kata Kunci: Kepuasan Mahasiswa, Kepuasan Pelayanan, Kualitas Pelayanan, Importance Performance Analysis (IPA), Servqual

scholarly journals ANALISIS PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN LEMBAGA KEUANGAN MIKRO (STUDI ANGGOTA BMT MARDHATILLAH BERKAH)

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Suroso . ◽  
Enjang Suherman
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Standard Procedure ◽  
Employee Attitudes ◽  
Five Dimensions ◽  
Analysis Technique ◽  
Service Building ◽  
Cartesian Diagram

Abstrak Beberapa anggota BMT Mardhatillah Berkah pada perkembangannya banyak yang keluar pada tahun 2017, diindikasikan adanya ketidakpuasan atas pelayanan BMT Mardhatillah Berkah. Beberapa anggota beralasan bahwa ketidakpuasan tersebut meliputi sikap pegawai, kejelasan kebijakan, pelayanan yang cepat, fasilitas gedung kurang nyaman serta empati terhadap anggota. Oleh sebab itu, perlu dilakukan penelitian lebih lanjut dengan menganalisis kualitas pelayanan BMT Mardhatillah Berkah dengan menggunakan lima dimensi kualitas pelayanan. Kualitas pelayanan yang baik memiliki kesesuaian antara harapan dengan persepsi anggota. Metode penelitian yang akan digunakan metode deskriptif kualitatif teknik analisis yang digunakan adalah Importance-Performance Analysis. Teknik pengumpulan data menggunakan wawancara dan angket, sedangkan teknik random sampling dan slovin dengan signifikansi 0,5% untuk sampelnya. Hasil penelitian menyatakan bahwa persepsi anggota terhadap kualitas pelayanan BMT Mardhatillah Berkah baik. Tingkat posisi diagram kartesius menunjukkan untuk kuadran A seperti sopan-santun dan ramah-tamah, perhatian pegawai kepada anggota, kecepatan/ketepatan layanan dan fasilitas BMT perlu ditingkatkan kualitas pelayannya. Posisi kuadran B seperti seperti pegawai menguasai SOP, jaminan aman, dan komuniasi pegawai sudah baik perlu dipertahankan. Posisi kuadran C tidak ada faktor layanan di diagram kartesius tersebut. Terakhir kuadran D yaitu kualitas pelayanan dianggap terlalu berlebihan seperti waktu layanan sesuai jadwal, mudah ditemui/dihubungi, dan penampilan pegawai beranggapan terlalu berlebihan menurut anggota, namun bagi BMT merupakan standar prosedur yang telah ditetapkan. Kata Kunci: Kualitas Pelayanan, Persepsi Anggota Abstract Members of BMT Mardhatillah Berkah on the growth of many out in 2017. Indicated their dissatisfaction with the services BMT Mardhatillah Berkah. Some members argued that such dissatisfaction include employee attitudes, policy clarity, fast service, building facilities less comfortable and empathy for members. Therefore, it is necessary to do further research to analyze the quality of service BMT Mardhatillah Berkah using five dimensions of service quality. Good service quality have suitability between members' expectations with perceptions of members. The research method used descriptive qualitative methods, Analysis technique used is Importance-Performance Analysis. The technique of collecting data using interviews and questionnaires. while the technique of random sampling and slovin with a significance of 0.5% for the sample. The result of research that members' perceptions of service quality BMT mardhatillah berkah is well. Level of position of the Cartesian diagram shows for quadrant “A” like polite and welcoming, the attention of management to the member, fast services and facilities, all of them need to be improved service quality BMT. Position quadrant "B" like employee know SOP, guarantee, and communication of employees well, all need to be maintained. position quadrant "C" there are not factor of service in the Cartesian diagram. the last quadrant "D" that service quality is considered too excessive such as scheduled service time, easy to find / contact, and employee appearance, member assume too excessive. but for BMT is a standard procedure which has been established. Key: service quality, perception member

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY

2019 ◽  
Vol 7 (3) ◽  
pp. 478
Author(s):  
Eka Kadalora ◽  
A.A.P.Agung Suryawan Wiranatha ◽  
Amna Hartiati
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Of Services ◽  
Analysis Method ◽  
Product Packaging ◽  
And Performance ◽  
Cartesian Diagram

The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant established the opening hours in accordance to the needs of consumers. Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.

SISTEM PENDUKUNG KEPUTUSAN ANALISIS KEPUASAN MAHASISWA TERHADAP PENGGUNAAN SARANA LABORATORIUM SISTEM INFORMASI

2018 ◽  
Vol 4 (2) ◽  
pp. 150
Author(s):  
Rahmadini Darwas
Keyword(s):  
Service Quality ◽  
Learning Process ◽  
Quality Of Services ◽  
Laboratory Facilities ◽  
Cold Room ◽  
And Function ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Role And Function

<p><strong><em>Abstract<br /></em></strong><em>Laboratory is one of the supporting facilities in im[roving the learning process. Problems found by students regarding the information system laboratory facilities at STMIK Indonesia Padang are</em><em> the computers that suddenly die when operated, the less cold room, display data is blurred, making the inconvenience in the learning process that causes the students less satisfied with the services provided. Students will feel satisfied if the service is expected to match the received. Therefore, a decision support system is needed to analyze the quality of services provided to the students so that it can support the role and function of the laboratory optimally and what attributes need to be improved the quality of service. The method used is Fuzzy Service Quality (Servqual) method. The results showed that the service quality received was not in accordance with the expected because there is a gap of -1.55 for tangibles dimension. Attributes that need to be improved the quality of services are laboratory space is cool and comfortable, the use of laboratories relevant to the field of science, the responsibility of laboratory assistant, the availability of professional teachers and attitudes and behavior of labor officers.<br /></em></p><p><strong><em>Abstrak<br /></em></strong>Laboratorium merupakan salah satu fasilitas pendukung dalam meningkatkan proses pembelajaran. Permasalahan yang ditemukan mahasiswa mengenai fasilitas laboratorium sistem informasi pada STMIK Indonesia Padang adalah komputer yang tiba-tiba mati saat dioperasikan, ruangan yang kurang dingin, data <em>display</em> yang buram sehingga membuat ketidaknyamanan dalam proses pembelajaran yang menyebabkan mahasiswa kurang puas terhadap layanan yang diberikan. Mahasiswa akan merasa puas apabila layanan yang diharapkan sesuai dengan yang diterima. Oleh sebab itu, diperlukan suatu sistem pendukung keputusan untuk menganalisis kualitas layanan yang diberikan kepada mahasiswa sehingga dapat mendukung peran dan fungsi laboratorium secara optimal serta atribut apa saja yang perlu ditingkatkan kualitas layanannya. Metode yang digunakan adalah metode <em>Fuzzy Service Quality </em>(<em>Servqua</em>l). Hasil penelitian menunjukkan bahwa kualitas layanan yang diterima belum sesuai dengan yang diharapkan karena terdapat <em>gap</em> sebesar -1.55 untuk dimensi <em>tangibles</em>. Atribut yang perlu ditingkatkan kualitas layanannya yaitu ruangan laboratorium yang sejuk dan nyaman, penggunaan laboratorium yang relevan dengan bidang ilmu, tanggungjawab asisten labor, tersedianya tenaga pengajar yang professional dan sikap serta perilaku petugas labor</p><p><strong><em>Kata kunci</em></strong><strong> : sistem pendukung keputusan, laboratorium, <em>fuzzy</em>, <em>servqual</em></strong></p><p><strong><em><br /></em></strong></p>

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

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.

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals An integrated M-S-QUAL and importance-performance analysis approach for assessing service quality of mobile commerce application

2019 ◽  
Author(s):  
Muhammad Mujiya Ulkhaq ◽  
Abel Kristanto Widodo ◽  
Widhiyaningrum ◽  
Muhammad Faisal Afa Yulianto ◽  
Maria Olivia Gracia
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Mobile Commerce ◽  
Analysis Approach

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

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