Kepuasan Layanan Kinerja LP2M Universitas XYZ Di Jawa Timur Berbasis Indeks Dan Importance Performance Analysis
Abstract
Evaluation of service performance is something that needs to be done regularly in order to improve its quality. This research is intended to measure the level of satisfaction or expectations of lecturers and users by using ten service elements as measurement items, with a sample of 80 respondents in XyZ University. To meet the feasibility of the instrument, validity and reliability tests were carried out. The analysis technique was quantitative descriptive through the Index and Importance Performance analysis. The results showed that the level of lecturer satisfaction was in the category of good satisfaction with high expectations, several service elements that needed attention and improvement were; elements of funding sources, providing research facilities and community service proportionally according to needs and achieving service promises in accordance with the research and community service strategic plans that have been proclaimed.
Keywords: Survey, Service Performance, User Satisfaction, Service Expectation and Importance Performance Analysis
References
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[26] R. Priyastama, Buku Sakti Kuasai SPSS Pengolahan Data & Analisis Data. Yogyakarta: Start Up, 2017.
[2] Hermanto, Hermanto. "Pengaruh Kejelasan Pelayanan, Kedisiplinan Petugas Pelayanan, Kecepatan Pelayanan Dan Infrastruktur Terhadap Kepuasan Masyarakat." UNEJ e-Proceeding 1 (2016): 301-311.
[3] Permen PAN & RB No.14, “Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik,” pp. 1–30, 2017, doi: 10.1016/0014-4827(75)90518-2.
[4] Hermanto, Hermanto, and Agung Yatiningrum. "Sembilan Unsur Penting Dalam Pelayanan Kesehatan Terhadap Kepuasan Masyarakat." Jurnal Ilmu Manajemen Advantage 2.02 (2018): 17-30.
[5] Permen PAN & RB No.16, Pedoman Survei Kepuasan Masyarakat terhadap Penyelenggaraan Pelayanan Publik. Jakarta: Menteri PAN & RB, 2014.
[6] U.-U. Nomor 12, “Undang-Undang Republik Indonesia Nomor 12 Tahun 2012 Tentang Pendidikan Tinggi,” 2012.
[7] Hermanto, Hermanto. "Faktor Pelayanan, Kepuasan dan Loyalitas Pelanggan." (2019).
[8] S. Nunkoo, Robin; Viraiyan, Teeroovengadum; Christian, Ringle; Vivek, “Service quality and customer satisfaction: The moderating effects of hotel star rating,” Int. J. Hosp. Manag., vol. 91, no. October, pp. 1–51, 202AD.
[9] Riduwan & Engkos Achmad Kuncoro, Cara Menggunakan Dan Memaknai Analisis Jalur (Path Analysis), 2nd ed. Bandung: Alfabeta, 2008.
[10] S. Gai, J. Fu, X. Rong, and L. Dai, “Users’ views on cultural ecosystem services of urban parks: An importance-performance analysis of a case in Beijing, China,” Anthropocene, vol. 37, no. January, p. 100323, 2022, doi: 10.1016/j.ancene.2022.100323.
[11] H. Wilkins, “Using importance-performance analysis to appreciate satisfaction in hotels,” J. Hosp. Mark. Manag., vol. 19, no. 8, pp. 866–888, 2010, doi: 10.1080/19368623.2010.514554.
[12] J. C. Martilla, J. A., and James, “Importance-Performance Analysis,” J. Mark., vol. 41, no. 1, pp. 77–79, 1977, doi: https://doi.org/10.1177/002224297704100112.
[13] D. Parra-Camacho, V. Añó Sanz, D. Ayora Pérez, and R. J. González-García, “Applying importance-performance analysis to residents’ perceptions of large sporting events,” Sport Soc., vol. 23, no. 2, pp. 249–263, 2020, doi: 10.1080/17430437.2019.1627330.
[14] J. Esmailpour, K. Aghabayk, M. Abrari Vajari, and C. De Gruyter, “Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country,” Transp. Res. Part A Policy Pract., vol. 142, no. May, pp. 129–150, 2020, doi: 10.1016/j.tra.2020.10.020.
[15] T. Q. L. T. T. N. N. T. H. T. L. Q. L. V. H. Nguyen, “Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis.” pp. 1–24, 2022.
[16] Z. & R. M. Hariany, “Analisis indeks kepuasan masyarakat (ikm) terhadap pelayanan publik di puskesmas xxx,” Fak. Tek. Univ. Sumatera Utara, vol. 5, no. 2, pp. 17–21, Jan. 2014, Accessed: Jan. 20, 2018. [Online]. Available: https://jurnal.usu.ac.id/index.php/jti/article/view/12394/pdf.
[17] D. Lusianti, “Pengukuran Kepuasan Peserta Jkn Melalui Pendekatan Importance-Performance Analysis,” J. Sains Pemasar. Indones., vol. 16, no. 1, pp. 17–25, 2017.
[18] T. Setiawati, Lenny & Sugiharto, “Analisis Tingkat Kepentingan dan Kinerja Layanan Automatic Teller Machine (ATM) Bank Mandiri,” J. Ilm. Ekon. Bisnis, vol. 13, No 3, no. 1, 2008.
[19] J. W.-W. & G. Biesok, “Decision making on various approaches to Importance-Performance Analysis (IPA),” Eur. J. Bus. Sci. Technol., vol. 3, no. 2, 2017, doi: 10.11118/ejobsat.v3i2.82.
[20] M. Lettner, F. Hesser, B. Hedeler, P. Schwarzbauer, and T. Stern, “Barriers and incentives for the use of lignin-based resins: Results of a comparative importance performance analysis,” J. Clean. Prod., vol. 256, p. 120520, 2020, doi: 10.1016/j.jclepro.2020.120520.
[21] I. Rašovská, M. Kubickova, and K. Ryglová, “Importance–performance analysis approach to destination management,” Tour. Econ., vol. 27, no. 4, pp. 777–794, 2021, doi: 10.1177/1354816620903913.
[22] M. Cladera, “An application of importance-performance analysis to students’ evaluation of teaching,” Educ. Assessment, Eval. Account., vol. 33, no. 4, pp. 701–715, 2021, doi: 10.1007/s11092-020-09338-4.
[23] Š. et all Ormanović, “Importance-Performance Analysis: Different Approaches,” vol. 2, no. January 2018, pp. 1–8, 2004.
[24] I. Sever, “Importance-performance analysis: A valid management tool?,” Tour. Manag., vol. 48, pp. 43–53, 2015, doi: 10.1016/j.tourman.2014.10.022.
[25] S. Nazari-Shirkouhi, S. Mousakhani, M. Tavakoli, M. R. Dalvand, J. Šaparauskas, and J. Antuchevičienė, “Importance-performance analysis based balanced scorecard for performance evaluation in higher education institutions: An integrated fuzzy approach,” J. Bus. Econ. Manag., vol. 21, no. 3, pp. 647–678, 2020, doi: 10.3846/jbem.2020.11940.
[26] R. Priyastama, Buku Sakti Kuasai SPSS Pengolahan Data & Analisis Data. Yogyakarta: Start Up, 2017.
Published
2022-03-30
How to Cite
Hermanto, H., & Musriati, T. (2022). Kepuasan Layanan Kinerja LP2M Universitas XYZ Di Jawa Timur Berbasis Indeks Dan Importance Performance Analysis. Jurnal Ilmiah Ecobuss, 10(1), 16-28. https://doi.org/10.51747/ecobuss.v10i1.953
Section
Articles
