Kepuasan Layanan Kinerja LP2M Universitas XYZ Di Jawa Timur Berbasis Indeks Dan Importance Performance Analysis
Abstrak
Evaluasi kinerja layanan merupakan hal yang perlu dilakukan secara berkala dalam rangka meningkatkan kualitasnya, Penelitian ini dimaksudkan untuk mengukur tingkat kepuasan atau harapan dosen dan pengguna dengan menggunakan sepuluh unsur layanan sebagai item pengukuran, dengan sampel 80 responden di lingkungan Universitas XyZ. Untuk memenuhi kelayakan instrumen dilakukan uji validitas dan reliabilitas, Teknik Analisanya dengan deskriptif kuantitatif melalui Indeks dan Importance Performance analysis didapatkan hasil tingkat kepuasan dosen masuk dalam kategori kepuasan yang baik dengan harapan yang tinggi, beberapa unsur layanan yang perlu mendapatkan perhatian dan peningkatan adalah; unsur sumber pendanaan, penyediaan fasilitas penelitian dan pengabdian masyarakat secara proporsional sesuai kebutuhan dan pencapaian janji layanan sesuai dengan rencana strategi penelitian dan pengabdian masyarakat yang telah dicanangkan.
Kata Kunci: Survei, Kinerja Layanan, Kepuasan Pengguna, Harapan Layanan dan Importance Performance Analysis
Referensi
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[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.
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[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.
[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.
Diterbitkan
2022-03-30
Bagaimana Mengutip
Hermanto, H., & Musriati, T. (2022). Kepuasan Layanan Kinerja LP2M Universitas XYZ Di Jawa Timur Berbasis Indeks Dan Importance Performance Analysis. Ecobuss, 10(1), 16-28. https://doi.org/10.51747/ecobuss.v10i1.953
Bagian
Articles
