Review Literatur Tentang Analisis Kepuasan Layanan Menggunakan Pendekatan Servqual dan IPA

Prayudha, I Putu Astya; Sudarma, Made; Swamardika, Ida Bagus Alit

doi:10.24843/mite.2021.v20i02.p04

Cited by 3 publications

(3 citation statements)

References 8 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Gambar 1 : Kuadran IPA [21] Kuadran 1 adalah kuadran dimana atribut sistem yang sangat penting bagi user tapi pada kenyataannya masih belum sesuai dengan harapan. Kuadran 2 adalah kuadran dimana atribut sistem yang penting menurut user sudah terpenuhi kinerjanya sehingga atribut sistem tersebut perlu dipertahankan.…”

Section: Cinepolisunclassified

ANALISIS KUALITAS WEBSITE CINEPOLIS DENGAN METODE WEBQUAL 4.0 & IPA

Joshua Putra,

Steffi Kristianti

et al. 2023

misi

View full text Add to dashboard Cite

Salah satu contoh dari perkembangan TI adalah proses pemesanan tiket Cinepolis yang dapat dilakukan secara online melalui website. Cinepolis sendiri adalah jaringan bioskop terbesar keempat di dunia yang beroperasi di sekitar 13 negara termasuk Indonesia. Akan tetapi dalam website Cinepolis saat ini masih terdapat kekurangan terutama dalam hal kualitas website. Oleh sebab itu penulis melakukan analisis kualitas website Cinepolis dengan metode WebQual 4.0 dan IPA untuk mengetahui kualitas website pemesanan tiket milik Cinepolis saat ini. IPA sendiri digunakan untuk menentukan karakteristik mana yang bermanfaat atau mungkin perlu ditingkatkan untuk meningkatkan kepuasan pengguna terhadap website Cinepolis. Penelitian ini memiliki tujuan untuk melakukan evaluasi kualitas web Cinepolis dengan bantuan metode WebQual 4.0, yang menekankan pada usability, interactivity, dan service. Hasil dari penelitian ini berupa hasil pengujian hipotesis dan hasil analisis distribusi diagram IPA. Hasil pengujian hipotesis bertujuan untuk menguji hipotesis yang sudah peneliti buat. Hasil analisis distribusi diagram IPA bertujuan untuk menjelaskan aspek mana saja dari web Cinepolis yang harus ditingkatkan, dipertahankan atau dikurangi.

show abstract

Section: Cinepolisunclassified

ANALISIS KUALITAS WEBSITE CINEPOLIS DENGAN METODE WEBQUAL 4.0 & IPA

Joshua Putra,

Steffi Kristianti

et al. 2023

misi

View full text Add to dashboard Cite

show abstract

“…According to the preceding, SERVQUAL dimensions for broadband services include network quality, customer service, information quality, and security [5]. Network quality, customer service, information quality, and security are the SERVQUAL dimensions for broadband services [6].…”

Section: A Quality Of Servicementioning

confidence: 99%

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

Kardiyasa,

Hartati,

Dipayana

2023

JTE

View full text Add to dashboard Cite

Telkom Indonesia introduced fixed broadband, with its IndiHome product in 2015. According to the Triple Play service, IndiHome's flagship service, as well as other services, the core of IndiHome products is its internet service. Other services, such as voice (telephone) and interactive television (UseeTV) are ride products (augmented products). The goal of this study is to provide insight for future studies that will be conducted by researchers on service quality, which includes network quality, customer service, information quality, and customer data security. It also involves customer satisfaction, behavioural loyalty, and attitude loyalty. The issue in this study is that the number of customers who churn (unsubscribe the services) is increasing, indicating that customers are less loyal to IndiHome services. This study sent a questionnaire to 258 Witel Denpasar respondents who had subscribed to IndiHome for more than one month and had visited the Plaza Telkom in August 2022 in order to collect respondents' responses. The sampling technique used in this research is purposive sampling, which is a sampling technique with certain considerations. Data collection in this study was carried out by distributing questionnaires online via the Google form. And the data analysis technique used in this study is the structural equation modelling (SEM) method using LISREL 8.8 software. Keywords: Customer Satisfaction; IndiHome; Structural Equation Model; Behavioural Loyalty

show abstract

“…Untuk metode Servqual, kerangka berpikirnya mengacu pada (Ok et al, 2018). Sementara untuk metode CSI dan IPA menggunakan kerangka berpikir dari Prayudha et al, (2021) dan Sagir & Septiani, (2021). Penggunaan tiga alat analisis tersebut bertujuan agar hasil penelitian dapat lebih meyakinkan, dapat mengetahui seberapa puas konsumen atas pelayanan saat ini, dan mengetahui dimensi dan atribut pelayanan apa saja yang perlu diperbaiki.…”

Section: Fokus Dan Metodeunclassified

Evaluasi Tingkat Kepuasan Pelayanan Revisi Anggaran

Zunaidi¹,

Komariyah

Suprayitno

2022

j. anggar. dan keuang. n.a. indonesia akurasi

View full text Add to dashboard Cite

Stakeholder satisfaction is an important issue in public services organized by the bureaucracy. This study aims to measure the satisfaction of budget revision services organized by the Directorate of Budget for Human Development and Culture, Directorate General of Budget. The analytical tools used consist of the Customer Satisfaction Index (CSI), Service Quality (Servqual), and Importance Performance Analysis (IPA). CSI analysis is intended to determine the level of customer satisfaction. Meanwhile, Servqual analysis to identify the importance of each service dimension. IPA identify the level of importance of each service attribute as well as priority improvements that must be made. Respondents consisted of 110 employees of the Planning Bureau of ministries/agencies. Based on CSI analysis, the level of satisfaction with budget revision services is 87.70% and is in the "Very Satisfactory" category. However, there are still dimensions and attributes of budget revision services that have a lower level of service (performance) value than the level of importance of partners (importance). Based on Servqual analysis, the dimension that gets the most attention is Reliability. Meanwhile, the attributes of budget revision services that still need to be improved are: responsiveness in answering questions related to the proposed budget revision; readiness to assist outside working hours on budget revision issues; providing personal assistance or contacting if there are problems.

show abstract

Review Literatur Tentang Analisis Kepuasan Layanan Menggunakan Pendekatan Servqual dan IPA

Cited by 3 publications

References 8 publications

ANALISIS KUALITAS WEBSITE CINEPOLIS DENGAN METODE WEBQUAL 4.0 & IPA

ANALISIS KUALITAS WEBSITE CINEPOLIS DENGAN METODE WEBQUAL 4.0 & IPA

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

Evaluasi Tingkat Kepuasan Pelayanan Revisi Anggaran

Contact Info

Product

Resources

About