Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis
(1) Universitas Proklamasi 45 Yogyakarta
(2) Universitas Proklamasi 45 Yogyakarta
(*) Corresponding Author
Abstract
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.
Keywords
Full Text:
PDFReferences
Astuti, H. J. 2007. Analisis Kepuasan Konsumen (Servqual Model dan Important Performance Analysis Model). Jurnal Media Ekonomi. Vol 7(1): 1-20.
Atap, Adya Barata, 2008. Dasar-dasar Pelayanan Prima. Jakarta: Elex Media Komputindo.
Gaspersz, Vincent. 2012, Manajemen Kualitas, PT. Gramedia Pustaka Utama, Jakarta.
Moenir, H.A.S., 2010, Manajemen Pelayanan Umum di Indonesia, Bina Aksara, Jakarta.
Nasution, N.M., 2010. Manajemen Jasa Terpadu (Total Service Management), Bogor: Ghalia Indonesia.
Rangkuti, Freddy, 2002. Measuring Consumer Satisfaction. Jakarta: PT Gramedia Utama.
Ratminto & Atik Septi Winarsih, 2005. Manajemen Pelayanan, Yogyakarta: Pustaka Pelajar.
Supranto, J., 2012. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
DOI: https://doi.org/10.30588/jmp.v5i1.149
Article Metrics
Abstract view : 887 timesPDF - 3 times
Refbacks
- There are currently no refbacks.
Copyright (c) 2015 Siti Noor Hidayati, Aris Puji Prasetyo
This work is licensed under a Creative Commons Attribution 4.0 International License.
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://ejournal.up45.ac.id/index.php/maksipreneur.
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship has been indexed/archived by:
Journal of Maksipreneur: Management, Cooperative, and Entrepreneurship (JMP)
Organized by Management Department, Universitas Proklamasi 45, Yogyakarta, Indonesia
Published by Universitas Proklamasi 45, Yogyakarta, Indonesia
Email: maksipreneurjurnal@gmail.com | jurnal.maksipreneur@up45.ac.id