The Analysis of Customer Satisfaction Assessments to Determine E-Siap Product Development Strategies

This research was conducted to measure E-Siap customer satisfaction based on six main factors: visual aesthetic, content, e-trust, e-convenience, e-cost effectiveness and e-response. This research used a quantitative descriptive analysis with 32 users located across Indonesia. The data were collected and measured according to the mean of each factor and indicator. Th aim was to obtain input for product development based on the deepening of the average value per factor and indicator, sharpened by interviews with informants who have an indication of dissatisfaction with the functions and services of the E-Siap application. It was found that the e-trust factor had the lowest average value compared to the five other factors, even though this factor was still in the area of satisfaction. Therefore, in-depth improvements will be made to ensure the user feels safe operating the E-Siap application. Keywords: user satisfaction, zone of tolerance, technology product development strategy

Measurement of Customer Perceptions of Logistics Service Quality

Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method and the Competitive Zone of Tolerance based Importance Performance Analysis (CZIPA) method to measure customer perceptions and determine the priority attributes for improvement account competitors' performance factors. Based on the research, the CSI method was proven to measure customer perceptions of 3PL service users. CZIPA can determine the attributes that were prioritized for improvement based on the performance of competitors.

Evaluasi kualitas pelayanan dengan metode airqual, importance-performance analysis dan competitive zone of tolerance-based importance-performance analysis

This study aims to identify and provide priority proposals for improving the quality of airline services in Indonesia, case studies of X Airline and Y Airline using the AIRQUAL method and the Competitive Zone of Tolerance Based Importance-Performance Analysis (CZIPA).This research is classified as descriptive research. The population in this study are all X Air and Y passengers residing in West Sumatra. The sampling technique in this study is using purposive sampling technique with the criteria of respondents who have been on X or Y Airline at least 3 times and boarded the aircraft in the last 3 years. The total sample is 530 samples. The data used are primary data obtained from online questionnaires. Data analysis method used is the Competitive Zone of Tolerance Based Importance-Performance Analysis.The results of this study concluded that the AIRQUAL indicator that became the priority order of improvement for the X airline is the cleanliness of the well-maintained aircraft toilets (Airline Tangible dimension), airline officials were willing to provide their assistance to everyone on the plane (personal service dimension), airline officers dressed well (empathy dimension) and ticket prices that are the same value as the service received (image dimension). Whereas Y Airline gets a positive CZSQ and d value. This indicates that Y Airline still outperforms X Airline in the attributes included in quadrant A in the CZIPA matrix. The AIRQUAL indicators that enter into the A quadrant are the availability of seats and the provision of promotions that are very attractive to passengers (image dimension) and clean and comfortable seats (Airline Tangible dimension). Keywords: Service Quality, airqual, importance-performance analysys (ipa) and competitive zone of tolerance based importance-performance analysys (czipa)

KUALITAS LAYANAN PESERTA DENGAN METODE SERVQUAL DAN ZONE OF TOLERANCE DI BALAI DIKLAT KEAGAMAAN SEMARANG

Kepuasan peserta diklat dapat dicapai dengan memberikan kualitas pelayanan yang baik. Oleh karena itu, BDK Semarang sebagai penyedia jasa layanan diklat harus berfokus pada kepuasan peserta diklat sebagai konsumen. Kinerja pelayanan yang baik serta pemenuhan harapan peserta diklat akan sangat berpengaruh terhadap kepuasan peserta diklat. Penelitian ini bertujuan untuk mengidentifikasi perbedaan antara kenyataan dan harapan para peserta diklat atas pelayanan dari penyelenggara diklat dan menganalisis kualitas pelayanan diklat yang diberikan oleh penyelenggara diklat dengan metode Servqual dan Zone Of Tolerance. Berdasarkan nilai dengan metode Servqual, diperoleh bahwa kualitas layanan panitia penyelenggara diklat masih belum bisa memuaskan peserta diklat sebagai pelanggan. Sedangkan nilai dengan metode ZOT (zone of tolerance) didapatkan bahwa dari 15 atribut pelayanan dari panitia penyelenggara diklat, terdapat 9 atribut pelayanan yang masih bisa ditoleransi oleh peserta diklat. Enam atribut lainnya tidak dapat ditoleransi oleh peserta diklat sebagai pelanggan dan harus segera dilakukan perbaikan.

ANALISIS KUALITAS LAYANAN SISTEM INFORMASI OPEN BIBLIO MENGGUNAKAN METODE LIBQUAL+

Sistem Informasi Open Biblio berperan sangat penting dalam otomasi Perpustakaan UIN SUSKA Riau guna meningkatkan kualitas layanan kepada pengunjung. Layanan dari sistem Open Biblio yang digunakan oleh pengunjung Perpustakaan UIN SUSKA Riau yaitu OPAC (Online Public Access Catalog) dan Sirkulasi. Akan tetapi masih ditemukan beberapa kendala terkait layanan sistem Open Biblio di Pepustakaan UIN SUSKA Riau, seperti ketidak akuratan data pada OPAC, informasi koleksi kurang update dan kurangnya fasilitas komputer sehingga mengahambat pengunjung untuk melakukan akses informasi. Tujuan dari penelitian ini adalah untuk mengetahui kualitas layanan sistem informasi Open Biblio di Perpustakaan UIN SUSKA Riau berdasarkan kepuasan pengguna. Analisis dilakukan dengan menggunakan metode LibQUAL+ dengan indikator Affect of Service, Information dan Library as Place. Berdasarkan analisis skor Adequacy Gap (AG) menunjukkan skor positif 0.32, berarti bahwa layanan yang diberikan telah memenuhi harapan minimum pengunjung “cukup puas” terhadap layanan yang diterimanya. Sedangkan skor Superiority Gap (SG) menunjukkan skor negatif -1,42, berarti menunjukkan bahwa kualitas layanan sistem informasi Open Biblio dinilai “baik”, berada pada “batas toleransi / zone of tolerance”, dimana kualitas layanan berada diantara tingkat harapan minimum dan harapan ideal (desired).

“ANALISIS KEPUASAN PELANGGAN JASA CUCI DENGAN METODE SERVQUAL, ZONE OF TOLERANCE, DAN IMPORTANCE PERFORMANCE ANALYSIS” DI VICHA LAUNDRY, SURABAYA

ABSTRAK Kebutuhan akan jasa yang efisien dan memudahkan untuk melakukan suatu kegiatan sangat dibutuhkan khususnya masyarakat di perkotaan yang mempunyai aktifitas yang tinggi. Sehingga menciptakan sebuah peluang usaha dan persaingan bisnis untuk melakukan pelayanan dengan kualitas yang baik dan memberikan kepuasa kepada pelanggan. Vicha Laundry merupakan sebuah jasa cuci pakaian yang terletak di Surabaya. Sampai saat ini Vicha Laundry beberapa kali menerima keluhan/complain dari pelanggan, yang menunjukkan bahwa pelanggan belum merasa puas dengan pelayanan yang ada sekarang. Untuk mengetahui tingkat kepuasan pelanggan Vicha Laundry maka digunakan metode Servqual dengan 5 dimensi yang digunakan yaitu tangibles, reliability, responsiveness, assurance, dan emphaty. Metode Zone of Tolerance juga digunakan untuk menghitung toleransi antara tingkat pelayanan yang diharapkan dengan tingkat pelayanan minimum. Selanjutnya untuk mengetahui derajat terhadap kinerja digunakan metode Importance Performance Analysis. Dari 15 atribut pelayanan didapatkan hasil perhitungan kepuasan pelanggan yang menunjukkan bahwa kualitas pelayanan tidak memuaskan pelanggan namun pelanggan masih bisa menerimanya. Dan untuk meningkatkan kepuasan pelanggan sebaiknya Vicha Laundry menurunkan harga jasa, menyetrika lebih rapi, memberikan penjelasan yang komunikatif, mendengarkan dan mencatat keluhan pelanggan sehingga bisa ditangani dengan cepat dan tepat, memastikan bahwa pakaian pelanggan tidak hilang/rusak. Kata kunci: Kepuasan Pelanggan, Servqual, Zone of Tolerance, Importance Performance Analysis. ABSTRACT The demand for efficient and convenient services is especially high in urban communities with a high rate of activities, therefore creating business opportunities and business competitions in conducting services of good quality and provide customer satisfaction. Vicha Laundry is a laundry service located in Surabaya. Until now Vicha Laundry has received complaints from customers several times, which shows that the customer is not satisfied with the current service. To find out the level of customer satisfaction Vicha Laundry, the Servqual method with 5 dimensions is used, namely tangibles, reliability, responsiveness, assurance, and empathy. The Zone of Tolerance method is also used to calculate tolerance between expected service levels and minimum service levels. Furthermore, to determine the degree of performance used the Importance Performance Analysis method. From the 15 service attributes, the results of customer satisfaction calculations show that the quality of service does not satisfy the customer, but the customer can still accept it. And to increase customer satisfaction Vicha Laundry should reduce the price of services, ironing more neatly, provide communicative explanations, listen and record customer complaints so that they can be handled quickly and accurately, ensuring that customer clothing is not lost / damaged. Keywords: Customer Satisfaction, Servqual, Zone of Tolerance, Importance Performance Analysis

A concept analysis of poor care using Rodgers’ evolutionary cycle

PurposeThe purpose of this paper is to examine and explicate the concept of poor care by exploring what it is and what contributes to its occurrence in practice with a particular focus on the care of older people.Design/methodology/approachThe results of systematically searched published literature were analysed using an inductive, descriptive, thematic approach as part of Rodgers’ evolutionary concept analysis method.FindingsThe concept of poor care is understood in the context of the antecedents of vulnerability, use of healthcare services and interaction with healthcare personnel. Its defining characteristics involve individual’s personal traits, interpersonal dynamics, an endangered self, misconceptions or organisational constraints.Research limitations/implicationsFurther research is needed to explore the recognition of poor care and reporting thresholds. In addition, the role of the “zone of tolerance” of expectations in the delivery and receipt of interpersonal care and attention for older people needs to be better understood.Originality/valueUnderstanding the continuum and mapping the structures of poor care in contemporary UK healthcare practice can help sensitise practitioners to the widespread range and potential for instances of poor care. This concept analysis uniquely demonstrates consequences not only for the patient but also for healthcare staff and other individuals.