Article Per Year (5 Year)
p-Index From 2020 - 2025
6.92
P-Index
This Author published in this journals
All Journal JURNAL SAINS PERTANIAN EQUATOR Journal of Tropical Soils IQTISHODUNA Jurnal Bisnis dan Manajemen Journal of Economics, Business, & Accountancy Ventura JAM : Jurnal Aplikasi Manajemen Rekayasa Mesin Al-Daulah : Jurnal Hukum dan Perundangan Islam JURNAL PENGABDI Management and Economics Journal (MEC-J) Jurnal Pertanian Agros Jurnal Agrotek Indonesia Jurnal Agroplasma International Journal of Business Studies Community Development Journal: Jurnal Pengabdian Masyarakat IJPD (International Journal Of Public Devotion) Indonesian Journal of Engagement, Community Services, Empowerment and Development (IJECSED) Indonesian Journal of Economy, Business, Entrepreneuship and Finance (IJEBEF) Indonesian Collaboration Journal of Community Services (ICJCS) Indonesian Journal of Multidisciplinary Science International Journal of Multidisciplinary Research and Literature (IJOMRAL) Jurnal Manajemen Pemasaran dan Perilaku Konsumen Jurnal Management Risiko dan Keuangan Literasi: Jurnal Pengabdian Masyarakat dan Inovasi Ekalaya: Jurnal Pengabdian Kepada Masyarakat Indonesia Jurnal Kewirausahaan dan Inovasi Bhinneka Multidisiplin Journal Sustainability Nexus: Journal of Agriculture
Surachman Surachman
University of Tanjungpura
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Medicine & Pharmacology Physics Public Health Social Sciences Other

Published : 74 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal Manajemen Pemasaran dan Perilaku Konsumen

 1 
Analisis Kualitas Pelayanan Menggunakan Metode Serv-qual dan Importance Performance Analysist Yudhianto, Achdian Yusuf Dwi; Surachman, Surachman
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 4 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.4.17

Abstract

iBox, as one of the premium authorized reseller of Apple in Indonesia that wants to attain the positioning of “Your Local Apple Expert, is required to provide the best service since customer satisfaction is one of the key goals that must be achieved by any companies as it directly creates loyalty and maximizes customer retention. One of the iBox outlets in Malang is the one located in MOG Malang. However, the outlet has received less favorable review from its visitors, as shown in Google Maps. The objective of this research is to evaluate the service quality if iBox MOG Malang due to the gap between visitors’ expectation and perception. Here SERVQUAL method is used along with its five quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Importance-Performance Analysis (IPA) is also used to recommend the priorities in the improvement of service quality attributes. The sample of this quantitative descriptive research was selected using non-probability sampling method and purposive sampling technique, and the data was harvested from questionnaires. This study finds that all sixteen service quality attributes have negative gap according to SERVQUAL and that six attributes are in Quadrant 1, i.e., prioritized for improvement, according to the Importance-Performance Analysis.   Abstrak iBox sebagai salah satu authorized reseller premium Apple di Indonesia yang ingin mewujudkan positioning sebagai “Your Local Apple Expert” diharuskan mampu untuk memberikan pelayanan yang sebaik-baiknya, karena kepuasan pelanggan merupakan salah satu tujuan penting yang harus dicapai oleh tiap perusahaan yang mempunyai pengaruh langsung terhadap terciptanya loyalitas dan memaksimalkan customer retention. Salah satu outlet iBox yang terletak di Malang adalah iBox MOG Malang. Berdasarkan pengamatan dari review di fitur Review Google Maps, iBox MOG Malang masih mendapatkan hasil yang kurang baik atas pelayanan yang diberikan terhadap para pengunjung. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan di iBox MOG Malang akibat ketidaksesuaian antara ekspektasi dan persepsi pengunjung. Metode yang digunakan adalah SERVQUAL untuk mengetahui gap kualitas pelayanan antara ekspektasi dan persepsi pengunjung, serta Importance Performance Analysis (IPA) untuk memberikan rekomendasi prioritas perbaikan atribut kualitas pelayanan. Hasil penelitian menunjukkan bahwa berdasarkan metode SERVQUAL, keseluruhan 16 atribut kualitas pelayanan memiliki nilai gap negatif, sementara dengan metode IPA terdapat 6 atribut masuk kedalam Kuadran I (Prioritas Perbaikan).
Co-Authors 'Azizah, Nur Wafiq Abdul Wahid Nuruddin Aditya Nugroho agus ruliyansyah Agustina Listiawati Ahmad, Thami Raihan Dhia Ainur Rofiq Alvi Furwanti Alwie Ananda Sabil Hussein Andarwati Andarwati Anjasmara, Anjasmara Apriani, Salbina Ardianto, M. Rafi Armanu Thoyib Asnawati Asnawati Atim Djazuli Auliana, Sigit Ayas, Yustianus Dandi Basuni, Basuni Benget Tambunan, Benget Darojatin, Kharisma Darussalam Darussalam, Darussalam Demero, Alexander Frengky Dini Anggorowati Djabbar, Azhar Rizteki Djaya, Yansor Djumahir Djumahir Djumilah Hadiwidjojo Djumilah Zain Dodi Wirawan Irawanto dupa bandem, putu Dwi Zulfita Eka Afnan Troena Eko Ariyanto Emma Yulianti Endo, Petrus Eva Dwi Astutik Evi Dora Sembiring Evi Gusmayanti fatoni, malik Febrianti, Cantika Berliana Februanto, Heru FRANSISKA, EVA Fristiwa, Yudika Fuad Achmadi Ghazali, Fardhoni Grace, Christantia Adventi Guido, Adrianus Haithami, Ibnu Handayani, Umi Mafida Ustahiroha Hanifah, Cahyarani Adi Hari Irawan, Hari Hariyanti, Agus Harum, Dwi Asih Sekar I Nyoman Pujawan Ibrohim Iis Nurasiah Iwan Sasli Jefri Jefri Junianti, Clara Magdalena Karimah, Yenny Dewi Khadijah, Ina Khaeruman Komariyati Komariyati Kurniawan, Yohanes Jordy Laila Zulhijja Layyinah, Layyinah LENI TRIANA, LENI Linda, Linda - Mahadewi, Lufina Manshur Awalludin Margono Setiawan Masulah, Masulah Maulidi Maulidi Mugiono Mugiono, Mugiono Mulyadin, Mulyadin Murti Astuti Nasir Widha Setyanto Nazara, Jefirstino Nur Khusniyah Indrawati Nurfadillah Nurfadillah Nurfitriana, Rizqi Padmarsari, W. Pambudi, Rian pamungkas, Bintang Putra Permata, Nuniek Raden Irna Afriani Radiansyah, Rino Rahayu, Noviyani Rahmidiyani Rahmidiyani, Rahmidiyani Retno Purwani Setyaningrum Rifkidananto, Ardhana RIKA KARTIKA Rini Susana Rio, Kornelius Riska Riska Rohim, Mulyadi Romli, Ombi Rudy Soenoko ryan, ryan Safira, Ratu Sella Salapudin, Salapudin sandra, edi Sarbini Wono Setia Budi Siragah, Kristian Sakti Siti Aisjah Siti Hadijah Sri Palupi Prabandari SRIDEVI, GITA SUARNI, ET Sumarsid, Sumarsid Sunaryo Sunaryo Supriadi, Ardi Susanti, Lis Tantri Palupi Tarigan, Monika Febriani Tatang Abdurrahman, Tatang Warganda Warganda Yassyir Maulana Yollanda Octavitri Yudhianto, Achdian Yusuf Dwi Zahra, Surti Zulfita, Dwi -