Importance-Performance Analysis

... Carleigh Randall a & Rick B. Rollins b pages 357-374. ... View all references), values (Parker & Avant, 200042. Parker, JD and Avant, B. 2000. In Their own words: Wilderness values of outfitter guides , Edited by: McCool, SF, Cole, DN, Borrie, WT and J., O'Loughlin (comps). ...

Abstrak Ruangguru merupakan perusahaan teknologi terbesar dan terlengkap di Indonesia yang berfokus pada layanan berbasis pendidikan. Perusahaan ini didirikan sejak tahun 2014 oleh Belva Devara dan Iman Usman. Kemudian pada tahun 2016, Ruangguru meluncurkan sebuah aplikasi mobile yang berguna untuk pembelajaran jarak jauh sehingga memberikan kemudahan akses bagi para penggunanya. Pengguna dari aplikasi ini sendiri adalah para pelajar jenjang SD, SMP dan SMA. Namun, dalam penerapan teknologi dan informasi terutama pada produk aplikasi berbasis mobile / smartphone kepada masyarakat, selalu memiliki penilaian yang beragam terhadap suatu produk aplikasi tersebut. Oleh karena itu, masyarakat selalu mengutamakan konten yang berkualitas maupun keakuratan informasi yang disajikan. Maka tujuan dari penelitian ini adalah untuk mengetahui kualitas Content, Accuracy, Format, Ease of Use, Timelines pada aplikasi Ruangguru berdasarkan metode End-User Computing Satisfaction (EUCS). Pengumpulan data diperoleh dari penyebaran kuesioner kemudian dilakukan analisis deskriptif dan metode importance performance analysis (IPA) yang menilai kinerja dari aplikasi Ruangguru berdasarkan kepentingan dari setiap variabel yang ada. Karakteristik populasi dalam penelitian ini adalah pengguna dari aplikasi Ruangguru itu sendiri yang difokuskan pada para pelajar jenjang SD, SMP dan SMA dengan teknik pengambilan sampel menggunakan random sampling berjumlah 100 responden. Abstract Ruangguru is the largest and most comprehensive technology company in Indonesia focusing on education based services. The company was founded in 2014 by Belva Devara and Iman Usman. Later in 2016, Ruangguru launched a mobile application that useful for distance learning thus providing easy access for its users. The users of this application itself are students of Elementary, Junior High, and High School. However, in the application of technology and information especially in the product based mobile/smartphone application to the community, always have a diverse assessment of the application product. Therefore, the community always prioritizes quality content and the accuracy of the information presented. Therefore, the purpose of this research is to know the quality of Content, Accuracy, Format, Ease of Use, Timelines in the Ruangguru apps based on user experience with End-User Computing Satisfaction (EUCS) method. Data collection is obtained from the dissemination of questionnaires then conducted descriptive analysis and importance performance analysis (IPA) method which assesses the performance of Ruangguru apps based on the importance of each existing variable. The population characteristics in this study are users of Ruangguru itself focused on Elementary, Junior High, and High School students with sampling techniques using random sampling amounting to 100 respondents.

Computer Assisted Test (CAT) merupakan salah satu produk/jasa unggulan Badan Kepegawaian Negara yang digunakan untuk menyeleksi Calon Aparatur Sipil Negara. Keberhasilan suatu produk/jasa dapat diketahui dari tingkat kepuasan pengguna jasa tersebut. Tujuan penelitian ini yaitu untuk mengetahui tingkat kepuasan peserta ujian CAT. Metode yang digunakan dalam penelitian ini adalah metode Servqual yang digunakan untuk melihat dimensi kualitas pelayanan. Penelitian ini juga untuk mengetahui atribut-atribut mana yang menjadi prioritas perbaikan dengan menggunakan metode Importance Performance Analysis. Selanjutnya untuk mengetahui tingkat kepuasan secara keseluruhan didalam penelitian ini menggunakan metode Customer Satisfaction Index. Hasil dari penelitian ini terdapat 6 atribut yang menjadi prioritas perbaikan pelayanan ujian dengan Computer Assisted Test (CAT) di Kantor Regional VIII BKN Banjarmasin, yaitu : kemudahan memahami materi soal, ketersediaan video tutorial, kemudahan menghubungi petugas CAT ketika terjadi permasalahan, komunikasi yang baik dengan petugas CAT, keluhan dan saran ditanggapi dengan baik oleh petugas, petugas memberikan semangat dan motivasi bagi peserta yang belum berhasil. Selanjutnya hasil indeks kepuasan peserta ujian CAT secara keseluruhan terhadap atribut-atribut pelayanan yang diberikan oleh Kantor Regional VIII BKN Banjarmasin pada peserta ujian CAT telah memuaskan yaitu dengan nilai sebesar 0,80 atau dengan persentase sebesar 80 %.

Conceptualizing relationship between external environment, firm capabilities, strategic responses and performance. External environment will be argued that it positively Influences performance. Other perspectives have posited that firm capabilities moderate the choice of strategic choice.

Rapid tourism growth over recent decades has brought with it a number of challenges for accommodation providers, and particularly located on small islands. Increasing competition has necessitated the need to secure high customer satisfaction, and to develop techniques that allow such satisfaction to be measured and monitored. Traditional tourist satisfaction research commonly used standard Likert-type scales to assess to what degree tourists were satisfied with certain attributes. However, this method neglects the fact that some of these attributes are of more or less importance to guests than others. The Importance-Performance Analysis (I-P Analysis) measures both the importance of an attribute to the guest, as well as the satisfaction with the same attribute. An I-P survey and analysis was conducted at a backpackers resort on Robinson Crusoe Island, Fiji. Results show that resort management know their target audience and cater well for them. However, results also show that there is room for improvement in some areas, and that other areas appear to get too much attention.

The purpose of this research is to investigate the wine tourism experience from the perspective of Generation Z adults in Greece, following an actual winery visit. Responses were obtained from a total of 306 respondents drawn from student groups visiting a winery in the Achaia region of the Peloponnese, Western Greece, using convenience sampling. A list of winescape attributes was adopted for testing and used to structure self-administered questionnaires. The data collected were analysed using a factor-analytic and Importance-Performance Analysis framework. Five factors that promote understanding of the desired wine tourism experience of Generation Z adults were identified, namely: Cost Considerations and Wine & Entertainment both perceived to be important but the winery’s performance on the same was poor; Destination Attributes and Service Staff both perceived to be important with good performance; and Learning about Wine perceived unimportant with low performance. This is the first academic study focusing specifically on the winery experience from the perspective of Generation Z. As such it has provided new and useful insights for researchers and managers in the wine industry concerning the experience of this under-researched generational cohort.

Tingginya permintaan akan kendaraan sepeda motor membuat perusahaan pembiayaan yang ada di Kota Batam bersaing ketat untuk memperoleh konsumen. Tingkat kesuksesan perusahaan pembiayaan dipengaruhi dengan seberapa besar kepuasan yang dirasakan melalui kualitas pelayanan, kualitas produk dan kepercayaan dalam persepsi konsumen. Tujuan penelitian untuk mengetahui pengaruh kualitas pelayanan, kualitas produk dan kepercayaan, baik secara simultan maupun parsial terhadap kepuasan konsumen. Objek penelitian adalah PT. FIFGROUP Cabang Batam. Populasi penelitian adalah konsumen pada tahun 2021 dan sampel penelitian sebanyak 60 responden. Alat analisis menggunakan Metode Customer Satisfaction Index (CSI) dan  Importance performance Analysis (IPA). Hasil penelitian menunjukkan kualitas pelayanan, kualitas produk dan kepercayaan memiliki pengaruh positif dan signifikan baik secara simultan maupun parsial terhadap kepuasan konsumen. Pihak manajemen sebaiknya memperhatikan harapan dan penilaian konsumen agar terciptanya kepuasan konsumen dalam menggunakan jasa perusahaan.

User Experience Questionnaire is a common and valid method to measure the User Experience (UX) for a product or service. In recent years, these questionnaires have established themselves to measure various aspects of UX. In addition to the questionnaire, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the evaluation consists of preparing the data and comparing it with a benchmark. Often this interpretation of the data is not sufficient as it only evaluates the current User Experience. However, it is desirable to determine exactly where there is a need for action. In our article we present an approach that evaluates the results from the User Experience Questionnaire (UEQ) using the importance-performance analysis (IPA). The aim is to create another possibility to interpret the results of the UEQ and to derive recommendations for action from them. In a first study with 219 participants, we validated the approach presented with YouTube and WhatsApp. The results show that the IPA provides additional insights from which further recommendations for action can be derived.

Visitor satisfaction has been an important area for leisure research since the 1960s and more recently for park management. A number of approaches have been adapted from consumer research including importance-performance analyses, gap analyses, threshold performance targets and overall satisfaction. This paper reviews these approaches with respect to park management. It then draws on focus group research with protected area

This study aims to identify Instagramable spots in Mount Papandayan tourist areas; to measure the gap of tourists’ perception of Instagrammable spots; and to find appropriate marketing strategy for shareholders to improve the tourists’ interest in visiting Mount Papandayan. This was a quantitative study and applied Importance Performance Analysis (IPA). The population of this study was tourists who have visited all spots in Mount Papandayan. A total of 100 respondents were selected based on purposive sampling technique. It used a questionnaire to collect the data. The result of the study showed that there was only a small gap between tourists’ expectations and reality. It could be concluded that Instagrammable spots in Mount Papandayan met the tourists’ expectations. The implication of this study is creating an effective marketing strategy in managing Mount Papandayan Tourism via Instagram.

A number of watershed partnerships have emerged in the western US to address the impacts of wildfire through investing in wildfire mitigation activities. To motivate collective action and design effective risk mitigation programs, these stakeholders draw on evidence linking wildfire mitigation to outcomes of interest. To advance knowledge in this area, we 1) assessed the strength of existing scientific evidence linking wildfire mitigation treatments with societal outcomes and 2) measured the importance of this evidence to watershed partnerships in the western US. To address objective one, we created a systematic evidence map to identify the most common wildfire mitigation treatment and societal outcome relationships reported. From the more than 100 studies examined, we found that the most commonly studied linkages were related to the impacts of thinning on infrastructure and timber. To answer objective two, we surveyed 38 professionals affiliated with organizations involved in eight watershed partnerships in the western US. We asked about the relative importance and strength of evidence linking wildfire treatments to societal outcomes for their watershed partnership, and used this information to create an importance-strength analysis and gap analysis. We found that most linkages were considered important to these organizations, and that the biggest gap identified was for evidence linking mulching to water quality or quantity outcomes. Forest and wildfire specialists perceived a larger need for additional evidence generation than other professional groups. Jointly, the results from this study point to areas of evidence generation important for watershed partnerships and other organizations involved in wildfire mi-tigation, and suggest a need to more thoroughly disseminate information about existing evidence to this new group of stakeholders investing in wildfire risk mitigation.

The Pandemic of COVID-19 that hit the world hit sales performance in the optical retail sector. This makes management have to adapt to the changes that occur. One of them is to improve service in accordance with customer expectations. The analysis was carried out by internal and external methods. The internal method uses a fishbone diagram while the external method uses Servqual analysis and Importance Performance Matrix. The research method is carried out by observation, literacy studies, Focus Group Discussions, and surveys to 100 respondents who are optical customers. The results showed that customer segmentation, reduced operating hours, incentive schemes, and many customers switching to online sales were the main causes of declining sales. The Empathy dimension has the biggest gap and the priority for service improvement is product price, order lens manufacturing process, product quality, and product warranty service.

For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian intemational airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of traditional importance-performance analysis and (b) it accounts for possible asymmetric effects in customer satisfaction.

This study is to present a new revised Simultaneous Importance Performance Analysis (SIPA), which is using Gap Analysis to calculate service performance attributes and utilizing multiple regression to establish implicit importance of service attributes, so as to distinguish the competitive differences between their operation and competitors. The mobile telecommunication industry in Taiwan is taken as an example to illustrate the modification of SIPA.

Background: The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians, and to identify factors associated with satisfaction and priorities for quality improvement.

Material and methods: A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority.

Results: The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I=0.944, P=4.7), laboratory turnaround time (I= 0.932, P= 4.8), and availability of all the tests requested by physicians (I=0.917, P=4.9) were the most important opportunities for quality improvement.

Conclusion: The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians.

Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

Generation Z (Gen Z), as consumers, represent the future of the wine tourism industry. Yet to date it has escaped the attention of wine tourism researchers. This study sought to begin addressing this gap, by investigating the winery experiences of Gen Z in Greece. A list of attributes of the winery visit was adopted for testing and a sample of Gen Z higher education students (n=156) participating on a winery field trip was used to determine the perceived importance and performance of each attribute. The results show that the core wine product has limited appeal for Greek Gen Z consumers, who are mostly interested in spending a pleasurable day outdoors with opportunities to socialise with friends, enjoy the food and scenery, and undertake non-wine related activities.