scholarly journals Service Quality towards Lazada's Customer Satisfaction based on Importance Performance Analysis Methods and Customer Satisfaction Index

2018 ◽  
Author(s):  
Dita Amanah ◽  
Ratih Hurriyati ◽  
. Disman ◽  
Vanessa Gaffar ◽  
Dedy Ansari Harahap
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods

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

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN USAHA BENIH PADI CIGEULIS

2016 ◽  
Vol 15 (2) ◽  
pp. 203-212
Author(s):  
Siti Patimah ◽  
Basuki Sigit Priyono ◽  
Witman Rasyid
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Rice Seed ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

This research was conducted in Kepahiang District, Bengkulu Province which had been held from April 29, 2015 until May 29, 2015. The purposes of this study were (1). To determine level of service quality rice seed Cigeulis in BBIPP, (2). To determine level of Satisfaction of consumers to services rice seed Cigeulis. The method used for the service is a method Importance Performance Analysis (IPA) and the level of satisfaction using the Customer Satisfaction Index (CSI). From the CSI service Cigeulis rice seed in the district Kepahiang Bengkulu province amounted to 80,35% of this index is on a scale satisfied. Keywords: Performance, IPA, CSI

scholarly journals KEPUASAN KONSUMEN RUMAH TANGGA TERHADAP BERAS PADI ASAL LAMPUNG SELATAN (BERAS “PALAS”) DI KABUPATEN LAMPUNG SELATAN

2020 ◽  
Vol 8 (2) ◽  
pp. 248
Author(s):  
Dela Fitriana ◽  
Teguh Endaryanto ◽  
Rabiatul Adawiyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Consumption Pattern ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods ◽  
Level Of Satisfaction

This research aimed to find out consumption pattern and level of satisfaction of household consumers on “Palas” rice. The research was done in South Lampung with a survey method. The data was collected in Mei 2018. The technique used for sampling was nonprobability sampling with 40 respondents. The analysis methods used were descriptive analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The research showed that the household consumers of “Palas” rice consumed 9.12 kg per month. They consume “Palas” rice because the quality of “Palas” rice is quite good such as the color, the cleanliness, and the price. The CSI value obtained is 73,60 percent which is in satisfying category. According to the results of IPA attributes that should be top priorities are taste and texture of rice.Key words: Consumption, Customer Satisfaction, “Palas” rice

scholarly journals Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

2021 ◽  
Vol 3 (2) ◽  
pp. 58-58
Author(s):  
Risa Hani Safitri ◽  
◽  
I Gusti Agung Bagus Mataram ◽  
I Putu Krisna Arta Widana ◽  
◽  
...  
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Quality Level ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Guest Satisfaction

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

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>

scholarly journals ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

2018 ◽  
Vol 3 (2) ◽  
pp. 55
Author(s):  
Shafira Rizq ◽  
Moh Djemdjem Djamaludin ◽  
Yani Nurhadryani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Civil Registration ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Almost All

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

scholarly journals ANALISIS KEPUASAN PELANGGAN ABC LAUNDRY DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)

2020 ◽  
Vol 15 (1) ◽  
pp. 1
Author(s):  
Aulia Fashanah Hadining
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Questionnaire Data ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceptions And Expectations

Penelitian ini dilakukan dengan tujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan ABC Laundry serta untuk mengetahui apakah ada perbedaan yang signifikan antara persepsi dan harapan pelanggan pada masing-masing dimensi kualitas. Penelitian yang dilakukan merupakan penelitian survei yang bersifat kuantitatif. Responden dalam penelitian ini adalah pelanggan ABC Laundry yang terletak di depan gerbang perumahan Griya Indah. Pengumpulan data yang dilakukan dengan menggunakan kuesioner, pengolahan data yang dilakukan dengan menggunakan metode Servqual, Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa pelanggan sudah merasa sangat puas terhadap pelayanan yang diberikan tetapi belum maksimal. Hal ini terlihat dari hasil pengujian tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI) yaitu sebesar 91%. Pada pengujian dengan metode Importance Performance Analysis (IPA) terdapat 5 atribut yang masuk ke  dalam kuadran I yang artinya ada 5 atribut pelayanan yang belum maksimal. Berdasarkan pengujian dengan metode Servqual urutan perbaikan dimulai dari atribut E1 (pihak laundry mampu memberikan penyelesaian atas keluhan dari pelanggan) yang memiliki nilai negatif paling besar. Abstract[Title: Analysis of Customer Satisfaction ABC Laundry by Using Service Quality, Importance Performance Analysis and Customer Satisfaction Index Methode] This research was conducted with the aim to determine the level of customer satisfaction with the quality of ABC Laundry services and to determine whether are significant differences between customer perceptions and expectations in each dimension of quality. The research conducted is quantitative survey research. Respondents in this study were ABC laundry customers located in front of Griya Indah Housing Gate. Data collection is done by using questionnaire, data processing is done by using Servqual, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methode. The result showed that customers were very satisfied with the service provided but not yet maximized. This can be seen the results of testing the index of customer satisfaction using Customer Satisfaction Index (CSI) methode that is equal to 91%. In testing by using Importance Performance Analyis (IPA) methode, there are 5 attributes that enter into the Quadran I, which means that there are 5 service attributes that have not been maximized. Based on the test by using Servqual methode is the sequence of improvement starts from E1 attribute (the laundry is able to provide settlement of complaints from customers) which has the greatest negative value.Keywords: Customer Satisfaction Index (CSI); Dimension of Service Quality; Importance Performance Analysis (IPA); Servqual

scholarly journals EVALUASI KINERJA PELAYANAN YANG DISEDIAKAN PADA TOL TRANS-JAWA BERDASARKAN PERSEPSI SUPIR TRUK ANGKUTAN LOGISTIK

2021 ◽  
Vol 28 (2) ◽  
pp. 207-220
Author(s):  
Sri Hendarto ◽  
Cavin Ornando Simorangkir ◽  
Kardina Nawassa Setyo Ayuningtyas ◽  
Andreas Danu Prakoso
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Index ◽  
Toll Road ◽  
Customer Satisfaction Index

Tol Trans-Jawa merupakan jaringan jalan yang dibangun untuk menghubungkan kota-kota di Pulau Jawa. Ada beberapa isu permasalahan yang terjadi pada jalan tol ini, diantaranya dugaan tarif tol yang mahal serta kinerja pelayanan yang masih belum memenuhi Standar Pelayanan Minimal (SPM). Untuk mengatasi polemik yang terjadi, maka perlu dilakukan evaluasi kinerja tol selama ini dengan mempertimbangkan persepsi pengguna jalan, secara khusus dari para supir truk angkutan logistik. Penetapan responden dari segmen angkutan logistik dilakukan karena penurunan penggunaan Tol Trans-Jawa yang signifikan terjadi pada jenis kendaraan logistik. Data dikumpulkan dari 90 orang supir truk di beberapa ruas jalan tol Provinsi Jawa Barat, Jawa Tengah, dan Jawa Timur. Wawancara dilakukan untuk memperoleh tingkat kepuasan dan tingkat kepentingan dari sejumlah atribut pelayanan. Pengelompokkan atribut didasarkan pada dimensi Model Toll Road Service Quality (TRSQ). Tingkat kepuasan dianalisis menggunakan Metode Customer Satisfaction Index (CSI) dan analisis tingkat prioritas penanganan atribut pelayanan dengan Metode Importance Performance Analysis (IPA). Hasil penelitian menunjukan bahwa seluruh atribut pelayanan memiliki kinerja di bawah ekspektasi para supir truk atau masih berada pada kondisi yang memprihatinkan. Tujuh atribut kinerja pelayanan yang menjadi prioritas utama untuk diperbaiki atau ditingkatkan, yaitu: kualitas penerangan jalan, kemulusan permukaan jalan, pemeliharaan dan perbaikan kerusakan jalan, tarif tol, permasalahan kecelakaan lalu lintas, layanan ambulans dan kendaraan penyelamat, serta penanganan dan layanan derek resmi kendaraan mogok. Atribut-atribut yang menjadi prioritas utama ini menjawab dugaan permasalahan yang selama ini menjadi isu pembangunan Tol Trans-Jawa. Diharapkan pengelola Tol Trans-Jawa dapat meningkatkan kinerja pelayanan tol yang baik guna memenuhi kepuasan para penggunanya.

scholarly journals Analisis Kinerja Layanan Perguruan Tinggi Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

2019 ◽  
Vol 2 (1) ◽  
pp. 31-42
Author(s):  
Saiful Ghozi ◽  
Aditya Rakhman Rakim ◽  
Mahfud Mahfud
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceived Performance ◽  
Managerial Attention ◽  
Valid Data

Penelitian ini mengukur kinerja kualitas pelayanan yang diberikan Politeknik Negeri Balikpapan melalui persepi kinerja yang dinilai mahasiswanya. Kuisioner berbasis HEdPERF dikembangkan dalam pengambilan data. Dari 369 kuisioner yang diisi responden, hanya 235  yang dinyatakan valid dan dianalisis. Analisis data dilakukan melalui dua analisis, yaitu (1) penghitungan Customer Satisfaction Index (CSI);  dan (2) Importance Performance Analysis (IPA). Nilai CSI yang diperoleh adalah 75, 42% yang masuk kategori puas. Sedangkan pada analisis IPA didapat bahwa 10 indikator berada diposisi kuadran I. Daerah dimana kelemahan terbesar dari kualitas pelayanan, dan membutuhkan perhatian manajerial yang mendesak untuk meningkatkan kinerja kualitas pelayanan.This study measures the performance of service quality provided by Balikpapan State Polytechnic through the perceived performance of students. The HEdPERF-based questionnaire was developed in the collection of data. Only 235 out of 369 completed questionnaires are valid. Data analysis was carried out through two analysis i.e., (1) measurement of Customer Satisfaction Index (CSI), and (2) Importance Performance Analysis (IPA). The CSI value obtained was 75.42% in the satisfied category. Whereas the result of IPA analysis showed that ten indicators were positioned in quadrant I. The indicators were the greatest weakness of service quality, and requiring urgent managerial attention to improve the quality of service performance.

Sign in / Sign up

Export Citation Format

Share Document