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All Journal Jurnal Manajemen Teknologi JIPTEK : Jurnal Ilmiah Pendidikan Teknik dan Kejuruan IPTEK Journal of Proceedings Series Jurnal Rekayasa Sistem Industri Prosiding Seminar Nasional Sains Dan Teknologi Fakultas Teknik TEKMAPRO Journal of Industrial Engineering and Management Jurnal Pembangunan dan Alam Lestari Jurnal Teknik IJEBD (International Journal Of Entrepreneurship And Business Development) Bisma: Jurnal Bisnis dan Manajemen Prosiding Seminar Nasional Sains dan Teknologi Terapan Conference on Innovation and Application of Science and Technology (CIASTECH) Business and Finance Journal Accounting and Management Journal Jurnal Teknologi dan Manajemen Industri Journal of Sustainable Technology and Applied Science Jurnal Mesin Nusantara Jurnal Senopati : Sustainability, Ergonomics, Optimization, and Application of Industrial Engineering Jurnal Teknologi dan Manajemen Action Research Literate (ARL) Idarotuna : Jurnal of Administrative Science Prosiding Seminar Nasional Teknologi Industri Berkelanjutan Jurnal Sains dan Aplikasi Keilmuan Teknik Industri Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Proceeding Mercu Buana Conference on Industrial Engineering Journal of Science and Social Development E-Amal: Jurnal Pengabdian Kepada Masyarakat
Fuad Achmadi
Institut Teknologi Nasional Malang
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Mechanical Engineering Social Sciences Transportation Other

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Journal : Jurnal Teknik

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Analisis Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) (Studi Kasus di PDAM Kabupaten Banggai) Nahri Sakinah, Nur'irni; Achmadi, Fuad; Septiari, Renny
JURNAL TEKNIK Vol. 18 No. 2 (2024): Edisi Oktober 2024
Publisher : JURNAL TEKNIK UNILAK

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31849/teknik.v18i2.22505

Abstract

The purpose of this study is to analyze service quality based on customer satisfaction and determine the factors that affect service quality to get solutions to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that companies can find out the attributes that need to be improved and maintained in services based on Cartesian diagrams and will produce a basis for customer satisfaction. After that, Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause existing problems. Then, improvement proposals are given and submitted by PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (-1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are included in the top priority for improvement, namely the attributes contained in quadrant I. For further research, it is expected to conduct research to implement the proposed improvements given and analyze the quality of service after implementing the proposed improvements given by the author so that the effectiveness of the services that have been implemented can be known.
Co-Authors Ahmad Saiful Anwar Akbar, Rizka Akidin, Lulud Ali Mahmudi Ali Waromi Anwar, Isrizal Ari Sam Primadiarta Arviezabil Yusuf ASHARI, FAISAL Auladan Prayoga Dhaneswara Bambang Syairuddin Bambang Syairudin, Bambang Bastian, Endhy Bastian, Endhy Briyan N.S. D. P. Anugrahing Hapsari Dafazal Saffan Danis Harianto Dany Irawan David Nasrun Dayal Gustopo Dayal Gustopo Dayal Gustopo Setiadjit Dayal Gustopo Setiadjit Dhayal Gustopo Dimas Indra Laksmana Ellysa Nursanti Eriza Nira Rismia Febry, Timotius Gagok Setiawan Hadi, Eko Kusuma Haki, Zulfani Hapsari, D. P. Anugrahing Ida Bagus Suardika Ilham, M. Muslimin Imam Santoso Irawan, Dany Julianus Hutabarat JUNAIDI, MUKSAN Kusuma, Dodi Angga Lenny Herawati Luhur Pambudi Herdanarpati M Ravi Rohmatulloh Mahfud Arifin Mambuhu, Eko Manggi Dwi Cahyono Maranatha Wijayaningtyas Mazita Mokhtar Maziyah, Nurul Muchammad Tamyiz Nahri Sakinah, Nur'irni Narto Narto Naufal, Aulia Fajar Ndari, Priska Wulan Nindy Yufila Sari Oktafianus Toding Oktafianus Toding Oktavianto, Iwan Pandiono Prakosa, Galih Arief Prima Vitasari Qorina Ulil Azmi Ramadhani, Anisa Ramadhani Renny Septiari Riska Septifani Rizal Rahman Rizka Akbar Rohmatulloh, M Ravi Rowi, Saiful Sabakula, Abner Umbu Laiya Saffan, Dafazal Sarbini Wono Sarbini Wono Seftia Ady Candra Sibut Sibut Sibut Sigit Arlandi Sukma Nugraha Silvina Ambarwati Siti Sopiah Sri Amaliah Mandati Sri Kumalaningsih Sri Wulan R Sukirno Sukirno Sumanto Sumitro, Martinus Robinson Surachman Surachman Surachman Surachman Surahmad Surahmad, Surahmad Suzantho, Ferry Togi H Nainggolan Udisubakti Ciptomulyono Verawati Verawati Vita Ratnasari Waluyo Prasetyo Waromi, Ali Yopi Ramadhani Robi Putra Yopi Ramadhani Robi Putra, Yopi Ramadhani Zulfani Haki