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

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals THE USE OF IMPORTANCE PERFORMANCE ANALYSIS TO EVALUATE THE SATISFACTION LEVEL OF THE USER OF TRANS JOGJA BUS

2017 ◽  
Vol 22 (1) ◽  
Author(s):  
Ralina Transistari
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Scatter Diagram ◽  
Transportation Service ◽  
Convenience Sampling ◽  
And Performance ◽  
The Cost

The purpose of this research is to evaluate the satisfaction level of the users towards the service quality of Trans Jogja that has been operating for 8 years since the launching. This research used the Importance-Performance Analysis (IPA) method to measure the attributes that are perceived as important by the users compared to the performance all this time. The analysis was illustrated in a scatter diagram with 4 quadrants which showed the position of each attribute of the observed service quality. The attributes of service quality used referred to 5 dimensions of Service Quality, they are reliability, responsiveness, assurance, emphaty, dan tangibles with some compliances to transportation service. The data were collected by using convenience sampling method through the questionnaire contained 23 question items. From 130 questionnaires filled by the users of Trans Jogja bus route 2A and 2B, there were only 97 respondents who are feasible for the analysis. The results showed that in Quadrant I there are 4 attributes of service quality considered important by the users, however, the reality is still out of expectations. Meanwhile, in Quadrant II and III, the attributes and performance considered important by the users have met the expectations, so that the management should maintenance the performance of the attributes. In Quadrant III, there are 6 attributes considered less-important by the users and the performance are not special, so that those are considered as less-prioritized to improve. Meanwhile, in Quadrant IV, there are only 2 attributes considered less-important by the users and perceived excessive for the performance, so that the management can allocate its resources on the other attributes. By these results, it is expected to the management of Trans Jogja bus to be able to concern on the important attributes as concerned by the users to satisfy them, so that the improvement on service quality can be more effective, both from the cost and other resources

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.

scholarly journals Analisis Kepuasan Pengunjung Program Agroeduwisata Taman Teknologi Pertanian (TTP) Cigombong, Kabupaten Bogor

2021 ◽  
Vol 11 (2) ◽  
pp. 109-121
Author(s):  
Dara Puspita ◽  
Ahyar Ismail ◽  
Burhanuddin Burhanuddin
Keyword(s):  
Performance Analysis ◽  
Descriptive Analysis ◽  
Agricultural Technology ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Business Units ◽  
Government Project ◽  
Technology Dissemination ◽  
And Performance ◽  
Ticket Prices

Along with the Indonesian government project to develop science technopark, the Ministry of Agriculture of Indonesia has established Cigombong Agricultural Technopark (ATP). Agroeduwisata program is one of the Cigombong Agricultural Techno Park (ATP) programs as a tool for agricultural technology dissemination as well as become one of the business units for income-generating. To increase the number of visitors, the manager should explore the existing weaknesses and strengths to define the priorities of improvement to increase the visitor’s satisfaction. This study aims (1) to measure the satisfaction level of visitors on the Cigombong ATP agroeduwisata program, and (2) to identify the importance and performance level of the program. The research was conducted in September-October 2020 by a survey of 34 visitors to the Cigombong ATP agroeduwisata program. A descriptive analysis was developed by using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results suggested that visitors were satisfied with a CSI value of 78.79 per cent. Furthermore, according to IPA, the improvement of the safety of location and accommodation facilities should be prioritized and further developed Meanwhile, the attributes including the benefits of agroeduwisata, the responsiveness of services, comfort of the location, politeness and friendliness. guides, ease of communication for carrying out activities, agroeduwisata activity packages offered, supporting facilities, consumption facilities and tidiness of guides were found to perform quite good and therefore should be consistently maintained. In addition, the attributes such as ticket prices, promotions, the response of complaints and access to the location were found to be less prioritized.

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.

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.

scholarly journals Importance-Performance Analysis of Health Perception among Korean Adolescents during the COVID-19 Pandemic

2021 ◽  
Vol 18 (3) ◽  
pp. 1280
Author(s):  
Seung-Man Lee ◽  
Wi-Young So ◽  
Hyun-Su Youn
Keyword(s):  
Mental Health ◽  
Physical Activity ◽  
Performance Analysis ◽  
Health Perception ◽  
Good Work ◽  
Online Questionnaire ◽  
Actual Performance ◽  
Korean Adolescents ◽  
Control Dimension ◽  
And Performance

This study assessed the health perceptions of 333 Korean adolescents during the coronavirus disease (COVID-19) pandemic via an online questionnaire administered in October 2020, which queried the perceived importance and actual performance of health behaviors. The health perception scales used in the survey consists of the six dimensions of mental health, disease, physical activity, sleep, diet, and sanitary health. The data were primarily analyzed using paired sample t-test for analysis of difference and importance-performance analysis (IPA). The IPA results were presented in four quadrants—“keep up the good work,” “concentrate here,” “low priority,” and “possible overkill.” The results indicated that first, there was a positive relationship between the importance and performance of all the subdimensions of health perception. Second, sanitary healthcare was rated as being of the greatest importance and was performed most, while physical activity management was rated least important and performed least. Third, statistically significant differences were found between importance and performance for all items of mental health, disease, physical activity, sleep, and diet dimensions, and some differences were found for items assessing the hygiene control dimension. Fourth, in the two-dimensional IPA model, “sanitary health” and “disease” are in Quadrant I (keep up the good work); “mental health,” in Quadrant II (concentrate here); and “physical activity,” “sleep,” and “diet,” in Quadrant III (low priority). No components of healthcare were in Quadrant IV (possible overkill). Based on these results, we emphasize the importance of adolescent health education and discuss solutions to enhance the performance of healthcare activities.

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.

PERSEPSI WISATAWAN NUSANTARA TERHADAP KINERJA SEKTOR PARIWISATA DI DESA WISATA KABUPATEN SLEMAN

2012 ◽  
Vol 14 (1) ◽  
pp. 29
Author(s):  
Lucia Nurbani Kartika ◽  
Purwani Retno Andalas
Keyword(s):  
Public Transportation ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Good Work ◽  
Contemporary Culture ◽  
Tourist Attractions ◽  
Analysis Technique ◽  
Tourism Information ◽  
And Performance ◽  
Ticket Prices

This study was intended to analyze the attributes of tourism villages in Sleman district that were perceived by domestic tourists, to identify the perceptions of domestic tourists on the importance of various attributes of tourism villages in Sleman Yogyakarta, to identify the perceptions of domestic tourists on the performance of tourism villages viewed from various attributes which were considered important by tourists and to describe whether or not there were differences in perceptions of domestic tourists on the importance and performance of various attributes of economic, social and tourism infrastructure in the Tourism Village of Sleman Regency. Respondents of this study were domestic tourists who were visiting tourism villages in Sleman Regency with a sample of 150 people, who were selected using purposive sampling technique. The data analysis technique used descriptive analysis and Importance-Performance analysis. The results of the analysis showed that the attributes of public facilities, tour guides who master the local culture and have communication skills, security of tourist attractions (tourism  villages), comfort of tourism villages (organized, clean, complete facilities), tourism information (directions, posts on tourism village gates), friendliness of the local people, and people's understanding of culture and tourism objects are in the "Keep Up The good Work" quadrant. The attributes of parking facilities, road quality and health services (hospitals, pharmacies) were in the "Concentrate Here" quadrant. As for the attributes of the number of public transportation facilities, public transportation lines, banking services, traditional or classical cultural events or shows, events or performances of contemporary culture, souvenir shopping, food shopping (culinary), tourism village ticket prices, tourist price levels (tour package prices, outbound, event) were in the "Low Priority" quadrant and the choice of natural or cultural attractions was in the "Possible Overkill" quadrant. Keywords: tourism infrastructure, tourism village attributes, level of importance, level of performance ABSTRAK Penelitian ini dimaksudkan untuk menganalisis atribut-atribut desa wisata di kabupaten Sleman yang dipersepsikan oleh wisatawan nusantara, untuk mengidentifikasikan  persepsi wisatawan Nusantara terhadap tingkat pentingnya berbagai atribut desa wisata di Kabupaten Sleman Yogyakarta, untuk mengidentifikasikan persepsi wisatawan Nusantara terhadap kinerja Desa Wisata dilihat dari berbagai atribut yang dianggap penting oleh para wisatawan dan untuk mendeskripsikan ada atau tidaknya perbedaan persepsi wisatawan Nusantara atas arti penting dan kinerja berbagai atribut infrastruktur ekonomi, sosial dan kepariwisatan di Desa Wisata Kabupaten Sleman. Responden penelitian ini adalah para wisatawan nusantara yang sedang berkunjung ke desa wisata di kabupaten Sleman dengan sampel sejumlah 150 orang, yang dipilih menggunakan teknik purposiv sampling. Teknik analisis data menggunakan analisis deskriptif, analisis Importance-Performance. Hasil analisis menunjukkan bahwa atribut ketersediaan fasilitas umum (MCK), pemandu wisata yang menguasai budaya lokal, pemandu wisata yang memiliki ketrampilan berkomunikasi, keamanan tempat wisata (desa wisata), kenyamanan desa wisata (teratur, bersih, fasilitas lengkap), informasi pariwisata (petunjuk arah, tulisan pada gerbang desa wisata), keramahan penduduk lokal, dan pemahaman masyarakat akan budaya dan obyek wisata berada pada kuadran “Keep Up The good Work”.  Atribut fasilitas parkir, kualitas jalan dan layanan kesehatan (rumah sakit, apotik)berada pada kuadran “Concentrate Here”. Adapun atribut jumlah sarana transportasi umum, jalur transportasi publik, jasa perbankan (ATM dan sejenisnya), event atau pertunjukan budaya tradisional dan klasik, event atau pertunjukan budaya kontemporer, tempat belanja cinderamata, tempat belanja makanan (oleh-oleh), harga tiket masuk desa wisata, tingkat harga wisata (harga paket wisata, outbound, event)berada pada kuadran “Low Priority”. Sedangkan atribut keteraturan lalu lintas dan pilihan obyek wisata alam atau budaya berada pada kuadran “Possible Overkill”. Keywords: infrastruktur pariwisata, atribut desa wisata, tingkat kepentingan, tingkat kinerja.

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