scholarly journals Service Quality and Customer Satisfaction in the Apiculture-Based Agritourism

2019 ◽  
Vol 15 (2) ◽  
pp. 153-165
Author(s):  
Abel Gandhy ◽  
Michael Chang ◽  
Siti Rahmi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Product Knowledge ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Bee Colony ◽  
Low Performance ◽  
Tourism Service

Taman Wisata Lebah is tourism service based on honey bees. It is one of the pioneer of the apitourism in Indonesia. The objective of this reserach are to analyze the service quality and customer satisfaction of Taman Wisata Lebah. Research method used in this research is quantitative. Respondent in this research are 100 respondents, using purposive sampling technique. Data analysis techniques are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Based on the calculation of CSI, the number is indicated that in general consumers of Taman Wisata Lebah are satisfied with the services provided. Findings. Based on the calculation of Importance Performance Analysis, there are five attributes with high importance and low performance and highly recomended to improve. The atributes consists of provide more safety equipment for customers, evaluate staff shifting schedule to ensure the existence of staff in field, improvement product knowledge for field staff, create safety box for bee colony. Overall, service quality in Taman Wisata Lebah is excellent.

scholarly journals ANALISIS KEPUASAN PENGUNJUNG KAWASAN WISATA LEMBAH HARAU KABUPATEN LIMAPULUH KOTA

2020 ◽  
Vol 17 (1) ◽  
pp. 11
Author(s):  
Regi Sari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Ticket Price ◽  
Satisfaction Index ◽  
Visitor Satisfaction ◽  
Natural Beauty ◽  
Level Of Satisfaction ◽  
Level Of Importance

<p>The purposes of this study are (1) analyze the level of visitor satisfaction with the dimensions of quality (physical, reliability, responsiveness, assurance, and empathy) in the Harau Valley Tourism Area (HVTA), (2) analyze priorities for improving service quality (physical, reliability, power responsiveness, guarantees, and empathy) HVTA. The study was conducted in the Harau Valley Tourism Area, Limapuluh Kota Regency. The research sample of 100 respondents were selected using accidental sampling technique. Data were analyzed descriptively quantitatively using the IPA (Importance Performance Analysis) and CSI (Customer satisfaction Index) methods. The study was conducted in August 2019 until November 2019. The results showed that the level of satisfaction of HVTA visitors by 69% meant that visitors were satisfied with the attributes in HVTA. The attributes of natural beauty are the attributes with the highest level of importance and satisfaction, each at 4.29 and 4.39, while the ticket price is the attribute with the lowest level of importance and satisfaction at 3.26 and 2.78, respectively.<strong></strong></p>

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

scholarly journals FARMER SATISFACTION ANALYSIS ON RICE FARMING INSURANCE PROGRAM IN TEGAL REGENCY

2021 ◽  
Vol 5 (1) ◽  
pp. 40-55
Author(s):  
Mirza Andrian Syah ◽  
Mukson Mukson ◽  
Wiludjeng Roessali
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Total Sample ◽  
Rice Farming ◽  
Satisfaction Index ◽  
Proportional Allocation ◽  
Insurance Program ◽  
Low Performance ◽  
Satisfaction Analysis

Farmers satisfaction in joining Rice Farming Insurance illustrates the program performance. The satisfaction of Rice Farming Insurance program can be measured through some attributes of satisfaction. Satisfaction attributes are assessed ranging from dissatisfied to very satisfied. This research aimed to determine the level of farmer satisfaction on Rice Farming Insurance program. This research was conducted in January – February 2020. Slovin method used for sampling method with total sample of 100 respondent, consist of 53 respondents were taken in Dukuhwaru District and 47 respondents were taken in Warureja District using proportional allocation. Locations in this research was choose with purposive method. Importance Performance Analysis and Customer Satisfaction Index were used to analyze. The result showed that Farmers were satisfied with the implementation of the Rice Farming Insurance program with CSI score of 79%. The attributes that need to be improved are the compensation requirements, the amount of coverage, the submission procedure, reviewing, and payment procedure of claims, and the time of approval and payment of claims. Those attributes were considered important by farmers yet still have low performance.  

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 ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU

2021 ◽  
Vol 4 (3) ◽  
pp. 69
Author(s):  
Markoni Markoni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Sampling Technique ◽  
Quality Standards ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Ease Of Access

This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.

scholarly journals ANALISIS KEPUASAN WISATAWAN DOMESTIK PADA ATRAKSI DOLPHIN DI PANTAI LOVINA, BULELENG

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 112
Author(s):  
Kadek Ayu Antari ◽  
I Wayan Suardana ◽  
LGLK. Dewi
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Literature Study ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Tourist Satisfaction ◽  
A Value ◽  
Sense Of Security

Lovina beach is known for the dolphin attraction. Watching dolphin attraction, tourists were transported by boat. As a provider, the helmsman tried to give the best of service to the tourists. However, there were various views of both positive and negative opinions from tourists regarding the services rendered during used. Thus, it must be known to be the dosmetic tourist satisfaction using boat service at Lovina Beach. Data collected by the method of observation, interviews, questionnaires, documentation and literature study. Determination of the sample using purposive sampling technique. Data analysis techniques using customer satisfaction index and importance performance analysis in the form of a Cartesius diagram. The results show that the level of tourist expectation is 4.28 which means it is in the very important category. Furthermore, the value of the captain's performance level obtained a value of 3.77 which was categorized as good. Calculation of the gap value shows the gap between the level of expectation and the level of performance with the acquisition of a value of -0.51. Analysis of the level of tourist satisfaction based on the calculation of the customer satisfaction index shows that tourists are satisfied with a value of 75.54%. There are 4 indicators that need to be prioritized to be improved, including the availability of life jackets, responsibility for the safety of tourists, a sense of security while using a boat and the helmsman has the ability to create good relationships with tourists.

scholarly journals KEPUASAN PELANGGAN BERDASARKAN DIMENSI TIMELINESS KUALITAS JASA EVANS DAN LINDSAY DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2017 ◽  
Vol 5 (1) ◽  
pp. 82
Author(s):  
Puput Hermanti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Mental Hospital ◽  
Wait Time ◽  
Hospital Performance ◽  
Community Satisfaction ◽  
Importance Value ◽  
Cross Sectional ◽  
Satisfaction Index

Based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2004  level of customer satisfaction of a service can be judged by the Community Satisfaction Index, there are fourteen elements of these services have a standard that is equal to 85%. General clinic and specialist in Menur Mental Hospital Surabaya  has a Community Satisfaction Index by 75.11% which is below the standard of 85%. This research was purposed to analyzing customer satisfaction  based on the level of importance of hospital performance in timeliness dimension of Evans and Lindsay service quality with importance performance analysis method. The research design  was observational with cross sectional approach. Research conducted on November  2016 included 98 customer in General clinic and Specialist in Menur Mental Hospital Surabaya  as respondents. Data were analyzed by Importance Performance Analysis. The result showed respondents considered that all aspects of the timeliness dimension is very important, especially for check the wait time ≤ 60 minutes aspect with mean importance  value is 3.58, and performance service respondents considered check wait time ≤ 60 minutes aspect had smaller mean value performance (2.44) from the mean performance timeliness (2.84). The conclusion is customer not satisfied with timeliness dimension of Evans and Lindsay service quality. Keywords: Customer Satisfaction,  Importance-Performance Analysis, Timeliness

Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

2021 ◽  
Vol 3 (2) ◽  
pp. 40-48
Author(s):  
Ni Luh Made Sri Trisna Dewi ◽  
◽  
I Gusti Putu Sutarma ◽  
Budi Susanto ◽  
I Putu Budiarta ◽  
...  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Indicators ◽  
Sampling Technique ◽  
Total Sample ◽  
Tourist Satisfaction ◽  
Department Staff ◽  
Front Office ◽  
Gap Values

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values ​​and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

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.

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