scholarly journals Analysis of Service Quality on Customer Satisfaction Through Importance Performance Analysis and KANO Model

2021 ◽  
Vol 6 (2) ◽  
pp. 174
Author(s):  
Nurul Ummi ◽  
Nuraida Wahyuni ◽  
Iqbhal Apriadi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Kano Model

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.

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

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