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All Journal Prosiding KOMMIT Jurnal Simetris Prosiding SNATIKA Vol 01 (2011) Jurnal Edukasi dan Penelitian Informatika (JEPIN) Seminar Nasional Informatika (SEMNASIF) JIKO (Jurnal Informatika dan Komputer) Jurnal Ilmiah Matrik Jurnal Sisfokom (Sistem Informasi dan Komputer) Prosiding Semhavok Journal of Information Systems and Informatics Jurnal Pengabdian kepada Masyarakat Jurnal Nasional Pengabdian Masyarakat Jurnal Informatika: Jurnal Pengembangan IT Economic Education Analysis Journal
Vivi Sahfitri
Universitas Bina Darma
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : journal of information systems and informatics

 1 
Analysis of Online Transportation User Satisfaction Using the Customer Satisfaction Index (CSI) and Important Performance Analysis (IPA) Methods In Palembang City Merry Agustina; Vivi Sahfitri; Triani Astuti
Journal of Information System and Informatics Vol 4 No 4 (2022): Journal of Information Systems and Informatics
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v4i4.396

Abstract

The development of Information Technology today has brought many changes in various fields of human life. One of them is the field of transportation services. The existence of online transportation is slowly shifting the use of conventional public transportation. Online Transportation is a transportation service that utilizes network technology, which is based on the internet network in carrying out all its transaction activities. The increasing number of users of online transportation services is an option for the public to use these services based on satisfaction with the services provided to their customers. This study aims to determine the level of satisfaction of online transportation users using the Customer Satisfaction Index (CSI) Method and the Importance Performance Analysis (IPA) method. The results showed that the level of user satisfaction measured by the CSI method showed a satisfaction index of 0.7728 or 77.28%, which means that the satisfaction index value of online transportation users is on the criteria of "Satisfied". Measurements using the IPA method show that there are three attributes that are at the top priority, seven attributes that need to be maintained, five attributes that have low priority and four attributes that have excess performance.
Measuring Tiktok Shop Service Quality Using The E-ServQual Method And Importance Performance Analysis (IPA) Method Marlindawati, Marlindawati; Sahfitri, Vivi; Rosalinda, Rosalinda
Journal of Information System and Informatics Vol 7 No 2 (2025): June
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v7i2.1108

Abstract

Utilizing online shop services is an example of applying technology that aims to increase product sales, one of which is TikTok Shop. This research aims to measure the quality of service provided by TikTok Shop in order to offer appropriate recommendations for improving service features and other aspects. The method used is e-servqual, which includes variables such as efficiency, compliance, reliability, privacy, responsiveness, compensation, and contact which are used to identify service quality factors that require repair, maintenance, or improvement. The Importance Performance Analysis (IPA) method is used to assess the performance of services provided to consumers compared to desired expectations. The results of measurement research using the e-ServQual method show a satisfaction index of 0.925274, which means TikTok Shop users are very satisfied, because the service quality score is close to 1. Measurements using the IPA method reveal three attributes that require performance improvement. These three attributes have the highest priority for improved to increase user satisfaction. Additionally, seven attributes can be retained because their performance exceeds the user's importance level. It is hoped that the results of this research can provide valuable contributions or insights for relevant stakeholders.
Co-Authors AHMAD MUTATKIN BAKTI Arnaldo, Frenky Asminah Asminah Bakti, A. Mutatkin Bilqis, Jihan Salsabila Dayi, Dayang Eka Puji Agustini Evi Yulianingsih Fadiah, Fadiah Fitriani, Sendy Ibnu Batutah Zarizal Ibrahim, M Rifki Kurniawan Kurniawan Kurniawan Kurniawan Lestari, Regina Luh Putu Ratna Sundari Maria Ulfa Marlindawati Marlindawati Marlindawati Marlindawati Marlindawati Marlindawati, Marlindawati Merry Agustina Mochammad Imron Awalludin Muhammad Nasir Nopasari, Widia Noviardy, Andrian Nyimas Sopiah Purwaningtias, Fitri Rosalinda Rosalinda RR. Ella Evrita Hestiandari Ruspiana, Mellia Saputra, Dirut Suadnyana, I Gede Suyanto Suyanto Triana, Endang Triani Astuti Trisninawati, Trisninawati Zaini, Kurniawan