<![CDATA[Pelayanan yang berkualitas merupakan salah satu cara yang efektif dan mendasar dalam bisnis jasa suatu perusahaan, karena dapat membuat konsumen merasa puas. Tingkat kepentingan dan kepuasan terhadap jasa pelayanan di “PT X†diukur dengan variabel yang diturunkan dari 5 dimensi kualitas jasa Parasuraman. Hasil pemetaan posisi Importance Performance Matrix dianalisis untuk dilakukan penentuan solusi atau usulan perbaikan terhadap variabel yang dirasa penting namun pelayanan yang diberikan dirasakan masih kurang memuaskan konsumen. Perhitungan NIK kepentingan dan kepuasan dipetakan dalam Importance Performance Matrix dan dari 20 variabel, 8 variabel berada pada kuadran 1 yang harus diperbaiki pelayanannya, yakni: ketersediaan tempat parkir yang memadai, kenyamanan ruang tunggu, kenyamanan ruang aktivitas perajutan dan repair. Kata Kunci: Pelayanan Jasa, Kepuasan Pelanggan, Importance Performance Matrix, Nilai Indeks Kinerja, Usulan Perbaikan Pelayanan. ABSTRACT Service quality is one of the effective and principled way in the service business of a company , because it can make consumers feel satisfied . The level of interest and satisfaction with services in " PT X " is measured by the variable derived from five dimensions of service quality Parasuraman . Results mapping Importance Performance Matrix positions were analyzed for determination of solutions or proposals made ​​improvements to the variables considered important but perceived service rendered still unsatisfactory consumer . NIK calculation of interest and satisfaction is mapped in Importance Performance Matrix and from 20 variables , 8 variables are in quadrant 1 to be improved services , namely : the availability of adequate parking , waiting room comfort , space comfort knitting and repair activities. Keywords: Services, Customer Satisfaction, Importance Performance Matrix, Value Performance Index , Proposed Service Improvement.]]>
