TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

scholarly journals Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities

2021 ◽  
Vol 12 (22) ◽  
pp. 105-130
Author(s):  
Engin Üngüren ◽  
Salih Tellioglu ◽  
Nazlı Türker
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Factors Affecting ◽  
Hotel Service ◽  
And Performance ◽  
Performance Perceptions ◽  
The Impact

Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives.  The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-performance analysis (IPA) model and to compare the perceptions of importance-performance according to nationality. The second aim is to determine the effect of satisfaction perceptions regarding hotel services on customer loyalty according to customer nationality. The research was designed as a survey-based quantitative research methodology. Convenience sampling was used, which is a non-random sampling method. Data were obtained from 1153 German, Russian, and Turkish tourists accommodating in five-star hotels in Alanya, Turkey. A gap analysis was conducted using pairwise t-tests to evaluate whether the importance and performance perceptions of the participants differed. IPA was conducted with attributes being graphically displayed on the I-P grids. The impact of hotel service satisfaction on customer loyalty was investigated using regression analysis. The research findings reveal that customers' performance perceptions and services attach importance to differ significantly by nationality. And also, it was concluded that satisfaction with the services provided in accommodation businesses has a significant effect on customer loyalty and that this effect differs in customer groups. Determining satisfaction factors affecting customer loyalty according to customer characteristics make a significant contribution to service quality improvement. In this context, the research results provide practical and theoretical contributions to how customer satisfaction and customer loyalty can be improved according to market groups.

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

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

KINERJA PROSES PELELANGAN IKAN DI PASAR ARUMBAI KOTA AMBON

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.

Mengembangkan Diseminasi Official Statistics: Peluang dan Tantangan dalam Inovasi Layanan Statistik

2021 ◽  
Vol 2021 (1) ◽  
pp. 1-10
Author(s):  
Tiyas Ambarsari ◽  
Triana Rachmaningsih ◽  
Hady Suryono
Keyword(s):  
Performance Analysis ◽  
Gap Analysis ◽  
Official Statistics ◽  
And Performance

Badan Pusat Statistik (BPS) berfungsi sebagai sumber utama data statistik resmi (official statistics) dan memiliki tanggung jawab untuk mendiseminasikan data untuk penggunaan umum. Untuk mencapai misi ini, banyak inisiatif dilakukan untuk membuat inovasi yang membuat data lebih mudah ditemukan, digunakan, dan diakses secara efektif dan efisien. Survei Kebutuhan Data (SKD) merupakan salah satu inisiatif yang dilakukan untuk mengidentifikasi kebutuhan data statistik dan tingkat kepuasan konsumen terhadap data dan pelayanan BPS. Dalam makalah ini, kami akan menjelaskan pendekatan metode diseminasi melalui website dan portal data sebagai inovasi layanan statistik untuk mengembangkan diseminasi official statistics berdasarkan metode IPA (Importance and Performance Analysis) dan analisis kesenjangan (gap analysis). Hasil penelitian menunjukkan bahwa gap analysis terhadap atribut pelayanan statistik adalah -0,02 sampai -0,31 dan analisis IPA menunjukkan adanya peluang pengembangan inovasi pada layanan website yang ada pada Kuadran A yang menjadi prioritas utama perbaikan. Kata kunci: official statistics, diseminasi, gap analysis, importance and performance analysis  

scholarly journals Population administration service satisfaction in Lima Puluh Kota District, West Sumatera

2020 ◽  
Vol 8 (5) ◽  
pp. 465-474
Author(s):  
Meironi Meironi ◽  
Werry Darta Taifur ◽  
Nasri Bachtiar
Keyword(s):  
Performance Analysis ◽  
Performance Improvement ◽  
Public Services ◽  
Service Providers ◽  
Service Satisfaction ◽  
Consumer Ratings ◽  
And Performance

Assessment of public satisfaction with an agency's performance that organizes public services needs to be assessed by involving all service attributes because service attributes cannot stand alone, and performance improvement cannot be made separately. Assessment of service attributes is one way to track consumer ratings so that service providers can understand the causes of service problems. This study uses the Importance Performance Analysis (IPA) method. From this study, it was found that the priority that needs to be improved to improve public satisfaction with population administration services is to increase the discipline of officers in serving the community, certainty of service costs, and speed of service.

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

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

<p>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.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

scholarly journals KEPUASAN PELANGGAN BERDASARKAN DIMENSI TIMELINESS KUALITAS JASA EVANS DAN LINDSAY DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2017 ◽  
Vol 5 (1) ◽  
pp. 82
Author(s):  
Puput Hermanti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Mental Hospital ◽  
Wait Time ◽  
Hospital Performance ◽  
Community Satisfaction ◽  
Importance Value ◽  
Cross Sectional ◽  
Satisfaction Index

Based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2004  level of customer satisfaction of a service can be judged by the Community Satisfaction Index, there are fourteen elements of these services have a standard that is equal to 85%. General clinic and specialist in Menur Mental Hospital Surabaya  has a Community Satisfaction Index by 75.11% which is below the standard of 85%. This research was purposed to analyzing customer satisfaction  based on the level of importance of hospital performance in timeliness dimension of Evans and Lindsay service quality with importance performance analysis method. The research design  was observational with cross sectional approach. Research conducted on November  2016 included 98 customer in General clinic and Specialist in Menur Mental Hospital Surabaya  as respondents. Data were analyzed by Importance Performance Analysis. The result showed respondents considered that all aspects of the timeliness dimension is very important, especially for check the wait time ≤ 60 minutes aspect with mean importance  value is 3.58, and performance service respondents considered check wait time ≤ 60 minutes aspect had smaller mean value performance (2.44) from the mean performance timeliness (2.84). The conclusion is customer not satisfied with timeliness dimension of Evans and Lindsay service quality. Keywords: Customer Satisfaction,  Importance-Performance Analysis, Timeliness

scholarly journals Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

2018 ◽  
Vol 10 (3) ◽  
pp. 30
Author(s):  
Jaeyoon Kwon ◽  
Taerin Chung
Keyword(s):  
Virtual Reality ◽  
Performance Analysis ◽  
Service Quality ◽  
Fourth Quadrant ◽  
Individual Interest ◽  
Service Employees ◽  
Voluntary Response ◽  
Adult Participants ◽  
And Performance

The purpose of this study was examine service quality of virtual reality golf center using Importance and Performance Analysis (IPA), from September to November 2017, adult participants who participated in virtual reality golf center in Korea were selected as subjects. The collected data were analyzed and interpreted using SPSS program, frequency analysis, exploratory factor analysis, reliability analysis, and Importance-Performance Analysis. The results of this study were as follows. First, quadrant 1 included six items: convenient facilities provide the latest equipment, customized response, understanding the needs of customer, interior atmosphere, and modernized facilities. Second, quadrant 2 included five items: kindness of employees, employees’ expertise, resolve immediately if a problem occurs, quickly respond to customer needs, and employee credibility. Third, quadrant 3 included six items: customer individual interest, notice of service, employees’ dress and appearance, employees’ positive attitude, provide voluntary help, and promised time and service. Fourth, quadrant 4 included 3 items: provide safe service, thinking in terms of customer, and voluntary response.

Modified Importance-Performance Analysis of E-service Quality

2017 ◽  
Vol 15 (1) ◽  
pp. 84-95
Author(s):  
Chu Luo ◽  
Lei Shen ◽  
Han Gao
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Partial Correlation ◽  
Regression Coefficient ◽  
Management Strategies ◽  
Reliability And Validity ◽  
Quality Scale ◽  
Consumer Surveys ◽  
And Performance ◽  
Comprehensive Framework

This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by “regression coefficient approach” and “partial correlation approach”. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both “regression coefficient approach” and “partial correlation approach”. 5 attributes are in the “concentrate here” quadrant. 1 attribute is in the “keep up the good work” quadrant. 2 attributes are in the “low priority” quadrant. 7 attributes are in the “possible overkill” quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.

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