scholarly journals SATISFACTION LEVEL OF PASSENGERS, SERVICE & FACILITY OF KMP DHARMA BAHARI SUMEKAR III BY IPA AND CSI METHODS

2021 ◽  
Vol 2 (1) ◽  
pp. 161
Author(s):  
Kurnia Hadi Putra ◽  
Ita Suhermin Ingsih ◽  
Bambang Wahyudi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Research Result ◽  
Satisfaction Level ◽  
Service Facility ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Transport intends to ease the movement from one place to another. KMP Dharma Bahari Sumekar III belongs to one of transport facilities operated at Kalianget Port in Sumenep.This research aimed at investigating the satisfaction level of passengers taking KMP Dharma Bahari Sumekar III by implementing the methods of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The research result indicated several essential attributes i.e. Quadrant II (toilet cleanliness in KMP Dharma Bahari Sumekar III and facility convenience for passengers in KMP Dharma Bahari Sumekar III and Quadrant II (safety in KMP Dharma Bahari Sumekar III, cleanliness in KMP Dharma Bahari III, the ability of officer in KMP Dharma Bahari Sumekar III to respond fast the emergent problems and be responsible on the safety and cozines of passengers). Meanwhile, the result of CSI method obtained 71,47%.

scholarly journals ANALISIS TINGKAT KEPUASAN PETANI JAGUNG TERHADAP PELAYANAN LEMBAGA PEMASARANNYA DI KECAMATAN LUBUK PINANG KABUPATEN MUKOMUKO

2016 ◽  
Vol 15 (1) ◽  
pp. 45-58
Author(s):  
Irvan Diyahya ◽  
Ketut Sukiyono ◽  
Redy Badrudin
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Service ◽  
Services Marketing ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This research was conducted in Sumber Makmur village, Lubuk Pinang subdistrict Mukomuko District from in March 2015 by surveyed 92 corn farmers as samples.  This study is aimed at investigating the performance and the benefit of an attribute services marketing institutions agribusiness in support of corn in kabupaten mukomuko and estimating satisfaction level of corn farmers to marketing institutions  services in support  corn  agribusiness in Kabupaten Mukomuko. The purpose of the first analyzed by Importance Performance Analysis (IPA)  method and the purpose of the second analyzed by Customer Satisfaction Index (CSI) method. From IPA results, it can be  drawn conclusions that marketing institution 1 services aspects that need to be improved and are considered important for farmers are fast service, right and always respond to help the farmers of corn, the accuracy of scales and willingness to respect and serving officers and by prioritising the needs of farmers. Then the marketing institution 2 services aspects  that need to be improved and be considered important for farmers are communicating information the quality of corn desired consumers to farmers, the ability to communicate from the officers and openness and honesty in giving information service. Corn growers were satisfied with marketing services institution 1 with CSI of 70,65 %, and to marketing institution  2 with CSI of 72,21 %.  Keywords: Corn, Marketing, IPA, CSI, Satisfaction.

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

scholarly journals Analisis Kepuasan Pengunjung Terhadap Layanan Perpustakaan Politeknik Negeri Bali

Epigram ◽  
2019 ◽  
Vol 16 (2) ◽  
pp. 111-120
Author(s):  
Ni Wayan Dewinta Ayuni ◽  
Wayan Hesadijaya Utthavi ◽  
AA. Istri Raka Wahyuni
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Library Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Future ◽  
Air Circulation ◽  
Employee Response

Library can be said as the heart of the universities. Politeknik Negri Bali (PNB) as one of the universities in Indonesia currently has one library room located on the 2nd floor of the PNB Central Building. Based on the data, the average number of PNB library visitors in the year 2017 is only 15% of the total civitas. This number shows that PNB library has not been optimally utilized. The purpose of this study is to assess the satisfaction of library visitors to PNB library services, so that the PNB library in the future can provide better service and the number of library visitors can increase. The variables used are five service dimensions, namely tangibles, reliability, responsiveness, assurance, and emphaty. The method of analysis used in this study are importance performance analysis (IPA) and analysis of customer satisfaction index (CSI). Results shows that there are some services that need to be maintained, such as the completeness of facilities, updated collection, air circulation, locker safety, convenience in finding references, knowledge of employee, hospitality of employee, concern of employee, response of employee, and good comunication between employee and visitors. According to CSI method, the visitors’ satisfaction level is 76,40% which is classified as satisfied.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

ANALISIS KEPUASAN KONSUMEN TERHADAP KERUPUK SAGU DI DESA PASAR BARU, KECAMATAN PANGEAN, KABUPATEN KUANTAN SINGINGI

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Adji Baniyoso ◽  
Chezy WM Vermila ◽  
Nariman Hadi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Penelitian ini dilaksanakan selama enam bulan yang dimulai pada bulan Februari sampai bulan Juli 2018 di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi dengan tujuan untuk mengetahui tingkat kepuasan konsumen terhadap Kerupuk Sagu di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi. Untuk menganalisis data digunakan Metode Deskriptif, Metode Importance Performance Analysis (IPA) dan Metode Customer Satisfaction Index (CSI). Hasil penelitian menunujkan bahwa karakteristik umum responden sebagian besar berusia 36-50 tahun, berjenis kelamin laki-laki dan perempuan. Sebagian besar responden adalah lulusan Sarjana (S1), berprofesi sebagai pegawai swasta dan pendapatan rumah tangga responden per bulan berkisar antara Rp. 1.500.000-2.000.000,-. Berdasarkan hasil penelitian nilai Customer Satisfaction Index (CSI) adalah 0,5213 atau tingkat kepuasan konsumen berada pada angka 52,13 persen yang berada pada kriteria puas. Dengan demikian, keseluruhan atribut kerupuk sagu telah memuaskan konsumennya. Kata Kunci : Kerupuk Sagu, IPA, CSI, Kepuasan Konsumen

scholarly journals PENGUKURAN KEPUASAN KONSUMEN PADA KANTIN INSTITUT TEKNOLOGI SUMATERA MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS

2021 ◽  
Vol 1 (1) ◽  
pp. 8-15
Author(s):  
Hesti Pangastuti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Food Service ◽  
Product Price ◽  
Customer Perception ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Food And Drink

Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan konsumen di kantin Rumah Kayu, Institut Teknologi Sumatera. Penelitian ini dilakukan menggunakan metode Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Metode sampling secara purposif dilakukan dengan jumlah 94 responden, sebagian besar adalah mahasiswa. Atribut yang paling penting berdasarkan persepsi konsumen adalah keamanan dan kebersihan makanan dan minuman yang disajikan, sedangkan atribut yang memiliki performa paling baik adalah variasi menu. Hasil analisis IPA menunjukkan bahwa harga produk, kesesuaian harga dan kualitas, kesesuaian harga dan kuantitas, area makan yang nyaman dan menarik secara visual, dan kecepatan penyajian merupakan atribut-atribut yang memiliki prioritas tinggi untuk diintervensi. Hasil analisis CSI menunjukkan bahwa tingkat kepuasan konsumen adalah 72,33% dan dikategorikan sebagai ‘memuaskan’. Oleh karena itu, perbaikan beberapa atribut diperlukan sesuai dengan prioritas yang disarankan untuk meningkatkan kepuasan konsumen. ABSTRACT: The objective of this study was to investigate the level of customer satisfaction in Rumah Kayu cafetaria at Institut Teknologi Sumatera. The study was conducted by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Sampling method by purposive sampling was carried out with 94 respondents, mostly were students. The most important attribute from cafeteria customer perception was safeness and cleanliness of food and drink served, whereas the top performance attribute was menu variation. The results of IPA analysis showed that product price, price-quality fairness, price-quantity fairness, dining area comfortability and visual attractiveness, and quick serving were identified as high priorities for intervention. Finding based on CSI analysis showed that the level of customer satisfaction was 72.33% and categorized as ‘satisfied’. Therefore, improvement of some attributes required in accordance with priorities that have been generated by this study in order to improve customer satisfaction. Keywords: CSI, cafeteria, customer satisfaction, food service, IPA

scholarly journals ANALISIS PERSEPSI DAN EKSPEKTASI MAHASISWA TERHADAP PERAN DAN FUNGSI DOSEN PEMBIMBING AKADEMIK

2020 ◽  
Vol 5 (2) ◽  
pp. 192-197
Author(s):  
Intan - Kumalasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Dosen pembimbing akademik merupakan narasumber yang paling tepat bagi mahasiswa untuk menyelesaikan prosespendidikannya. Dosen pembimbing juga dapat berperan sebagai motivator, konsultan dan kolaborator. Penelitian inibertujuan untuk menganalisis persepsi dan ekspektasi mahasiswa terhadap peran dan fungsi dosen pembimbing akademikdi Poltekkes Palembang dengan menekankan pada dimensi tangible, reliability, responsiveness, assurance dan emphaty.Penelitian ini menggunakan metode Importance-Performance Analysis (IPA) dan dipetakan kedalam diagram kartesius.Pengukuran tingkat kepuasan mahasiswa secara keseluruhan menggunakan Customer Satisfaction Index (CSI). Sampelpenelitian ini adalah mahasiswa Poltekkes Palembang berjumlah 228 orang yang diseleksi dengan menggunakan teknikproportionale stratified random sampling. Pengumpulan data menggunakan lembar kuesioner dengan skala likert dandianalisis menggunakan analisis tingkat kepentingan dan kepuasan pelanggan. Uji statistik menunjukkan atribut yangmemiliki kinerja paling memuaskan adalah penampilan pembimbing akademik dengan rerata 3,28, sedangkan atributatribut yang perlu diprioritaskan untuk diperbaiki adalah perhatian khusus kepada mahasiswa secara individual denganrerata sebesar 2,42. Melalui perhitungan CSI diperoleh nilai sebesar 73,7% (0,66-0,80). Hal ini menunjukkan bahwa indekskepuasan mahasiswa terhadap peran dan fungsi pembimbing akademik berada pada kriteria memuaskan. Kinerja dosensebagai pembimbing akademik harus ditingkatkan dan menjadi perhatian dosen terutama pada beberapa atribut yaitukedekatan hubungan, perhatian terhadap kesulitan mahasiswa, sebagai pemberi informasi, dan memantau perkembanganakademik mahasiswa.Kata kunci: dosen pembimbing akademik, persepsi, ekspektasi mahasiswa.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN DALAM PEMBELIAN BOLEN PISANG CV MAYANG SARI DI KOTA BANDAR LAMPUNG

2021 ◽  
Vol 9 (4) ◽  
pp. 693
Author(s):  
Reza Dwi Meisanto ◽  
Rabiatul Adawiyah ◽  
Eka Kasymir
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Survey Method ◽  
Product Packaging ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Attribute Model ◽  
Purchasing Patterns ◽  
Data Analysis Methods ◽  
Good Attitude

This study aims to determine attitudes, purchasing patterns and customer satisfaction on banana bolen CV Mayang Sari. This research method uses a survey method. Samples of this study consisted of 40 consumers who had purchased and / or consumed banana bolen 3 times. The data analysis methods used were descriptive, Fishbein's Multi-attribute model, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The attributes used in this study are price, taste, flavor variants, size, texture, product packaging, and accessibility). The results showed that consumers liked banana bolen or had a good attitude with an Ao value of 132.52, the pattern of buying banana bolen CV Mayang Sari by 52.50 percent consumers, namely two boxes (20 pieces) of banana bolen in one transaction with the flavor variant that consumers are most interested in is chocolate 55 percent. The frequency of consumer purchases is 90 percent made once a month, customer Satisfaction Index (CSI) in consuming banana bolen CV Mayang Sari is in the very satisfied criteria, which is equal to 83.82 percent. Based on Importance Performance Analysis (IPA), there is one attribute that falls into quadrant I (Main Priority), namely the taste attribute. In quadrant II (Maintain Achievement) there is one attribute, namely the price attribute, while in quadrant III (Low Priority) there are attributes of size and ease of obtaining products, and in quadrant IV (Excessive) there are several attributes, namely texture, flavor variants, and product packaging.Key words: attitude, banana bolen, CSI, IPA

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