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 Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan

WARTA ARDHIA ◽  
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

scholarly journals ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JASA RSUD DR. RASIDIN PADANG

2018 ◽  
Vol 7 (1) ◽  
pp. 149
Author(s):  
Zulhazizah . ◽  
Ferra Yanuar ◽  
Riri Lestari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Abstrak. Kualitas pelayanan yang baik dan kepuasan pasien merupakan salah satu tolakukur dari perkembangan pelayanan suatu rumah sakit, penelitian ini bertujuan untukmenganalisa tingkat kepuasan pasien terhadap kualitas pelayanan jasa dengan metodeCustomer Satisfaction Index (CSI), Analisis Kesenjangan (Gap Analysis), ImportancePerformance Analysis (IPA) dan Bagan Kendali T2Hotelling. Data yang digunakanpada penelitian ini adalah data primer yang diperoleh dengan menyebarkan kuisionerkepada 125 pasien di RSUD Rasidin Padang. Penyebaran kuisioner dilakukan pada bulanDesember 2016. Kajian ini menghasilkan nilai CSI 85.78%, hal ini berarti secaraumum indeks kepuasan responden terhadap kualitas pelayanan berada dikriteria sangatpuas. Berdasarkan analisis kesenjangan, kebanyakan responden memberikan penilaianterhadap kinerja pelayanan pada RSUD masih berada dibawah kepentingan dari semuaindikator pelayanan yang ditanyakan. Berdasarkan metode IPA terdapat 10 indikatoryang menjadi prioritas untuk diperbaiki. Berdasarkan Bagan Kendali THotelling padadata kinerja dan kepentingan menunjukan output bagan kendali belum terkendali karenaterdapat data yang out of control, sehingga dapat dikatakan persepsi responden terhadapkualitas pelayanan RSUD Dr. Rasidin Padang tidak seragam.Kata Kunci: Customer Satisfaction Index (CSI), Analisis Kesenjangan (Gap Analysis),Kepuasan Responden, Importance Performance Analysis (IPA), Bagan Kendali THotelling22

scholarly journals EVALUASI KEPUASAN PENGGUNA JASA LABORATORIUM KIMIA PT KRAKATAU STEEL (PERSERO) TBK TAHUN 2012-2013

2017 ◽  
Vol 1 (1) ◽  
pp. 24-38
Author(s):  
Hilda Zaikarina ◽  
. Erfiani ◽  
I Made Sumertajaya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Chemistry Laboratory ◽  
Composition Analysis ◽  
Laboratory Equipment ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Maximum Tolerance

One of the services contained in PT Krakatau Steel (Persero) Tbk is the chemical composition analysis services in the chemistry lab. Management system that will create a well-managed laboratoryperformance is optimal. Manage standard chemistry laboratory is SNI ISO/IEC 17025. Discussed in this standard laboratory management such as through customer feedback. Laboratory customers selected through stratified random sampling with customer categories as strata, like suppliers, derived from plant and internal processes are not routine. In the research lab result that the customer will be satisfied, including services rendered for Customer Satisfaction Index (CSI) is greater than 70% with the overall characteristics of the respondents subscription in the laboratory was 11.6 years. Overall the indicators included in the priority importance performance analysis (IPA) and has a value kesenjangan beyond the maximum tolerance through kesenjangan analysis approach is the completeness of laboratory equipment (F) and speed of service (K). Keywords : customer satisfaction index (CSI), gap analysis, importance performance analysis (IPA)

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

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

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

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