Implementasi Integrasi Metode IPA dan Kano untuk Evaluasi Kualitas Jasa Pelayanan (Studi Kasus: UPT XYZ)

Dwi Aris Setiawan, Indung Sudarso

Abstract

Public services have a very significant role in our daily lives, whether public services in the form of goods, services or administration. This is no exception to the UTTP calibration service provided to customers. Poor service quality can reduce customer enthusiasm and satisfaction. Therefore, public service implementers need to evaluate service quality. This research aims to evaluate the quality of services to determine which service attributes are in a critical condition and are priorities for improvement. The integration of the IPA and Kano methods is used to classify service attributes that are in critical condition. The results of the research show that service attributes that are in a critical condition that must be prioritized for improvement are attributes that are in the Kano must be category where if they are not fulfilled they will cause customer dissatisfaction and are in quadrant I of the Cartesian diagram, meaning they have a high level of importance but low performance. These attributes are attributes that are in the fatal IPA-Kano integration category, in this case the service attributes RN2 and TA4.

Full Text:

PDF

References

Indonesia, Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik. Republik Indonesia, 2009.

A. U. Fanany, S. Suhartini, and G. H. M. Basuki, “Analisis Kualitas Pelayanan Terhadap Kepuasan Masyarakat Dengan Metode Service Quality Dan Metode Importance Performance Analysis Pada Kantor Kelurahan Berbek Kabupaten Sidoarjo,” in Prosiding Seminar Nasional Teknologi Industri Berkelanjutan III (SENASTITAN III), 2023. Accessed: Jun. 22, 2023. [Online]. Available: http://ejurnal.itats.ac.id/senastitan/article/view/3879

D. F. Hidayat, L. O. A. S. Tosungku, and L. D. F. Hayati, “Analisis Kualitas Pelayanan Menggunakan Metode Servqual Dan Importance Performance Analysis (IPA) (Studi Kasus: PDAM Tirta Tuah Benua Kutai Timur),” Jurnal Teknik Industri, vol. 9, no. 1, 2023, Accessed: Jun. 22, 2023. [Online]. Available: https://ejournal.uin-suska.ac.id/index.php/jti/article/view/21281/8920

M. Rizki, A. T. Almi, I. Kusumanto, A. Anwardi, and S. Silvia, “Aplikasi Metode Kano Dalam Menganalisis Sistem Pelayanan Online Akademik FST UIN SUSKA Riau pada masa Pandemi Covid-19,” SITEKIN : Jurnal Sains, Teknologi dan Industri, vol. 18, no. 02, pp. 180–187, 2021, doi: 10.24014/sitekin.v18i2.12710.

P. Kotler and K. L. Keller, Manajemen Pemasaran Jilid I Edisi ke 12, 12th ed., vol. 1. Jakarta: Erlangga, 2012.

D. L. Goestsch and S. B. Davis, Pengantar Manajemen Mutu 2, Bahasa Indonesia. Jakarta: Prenhalindo, 2002.

A. I. Soeyono, “Peningkatan Kualitas Pelayanan Menggunakan Integrasi IPA (Importance Peformance Analysis) Dan Model Kano Dengan TRIZ (Theory Of Inventive Problem Solving) (Studi Kasus: Wahana Express),” Universitas Muhammadiyah Malang, Malang, 2020.

T. M. Latu and A. M. Everett, “Review of Satisfaction Research and Measurement Approaches,” Wellington, New Zealand, 2000.

C. L. Martinez, “Evalution Report : Tools Cluster Networking Meeting,” Arizona, 2003.

H. Graham and G. Jana, “A Revised Kano Model and its Application in Product Feature Discovery,” Magdeburg, 2019.

J. Supranto, Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta, 2011.

Refbacks

  • There are currently no refbacks.