Usulan Perbaikan dan Peningkatan Kualitas Jasa Pelayanan Taman Bacaan Menggunakan Metode Importance Performance Matrix - Wahyuni, Cherliyana Trie; Yuniar, Yuniar; Desrianty, Arie (REKA INTEGRA, 2014)
Pelayanan jasa merupakan cara efektif dan mendasar dalam bisnis jasa suatu perusahaan. Penelitian ini membahas penilaian layanan jasa di suatu taman bacaan. Penilaian dilakukan dengan mengisi kuesioner dan datanya dihitung Nilai Indeks Kinerja (NIK) kepentingan dan kepuasan. Hasil NIK dipeta posisikan menggunakan IPM yang terbagi dalam 4 kuadran. Pemetaan IPM dianalisis untuk menentukan usulan perbaikan terhadap 9 variabel yang kurang memuaskan. Variabel-variabel tersebut diantaranya tingkat pencahayaan rendah, tidak adanya daftar novel dan majalah, dll. Usulan perbaikan, diantaranya penambahan lampu penerangan, pembuatan daftar novel dan majalah, dan lain-lainnya. Kata Kunci: Pelayanan Jasa, Kepuasan Pelanggan, Importance Performance Matrix. Â ABSTRACT Service is the fundamental and effective way in business services. This study discusses the assessment of services a public library. The assessment is carried out by filling in the questionnaire by respondents and the data calculated the value of the index performance (NIK) importance and satisfaction. The result of NIK in map position using the method of IPM which is divided into 4 quadrants. The position of IPM analyzed for improvements to the 9 variables that proved less satisfying. These variables include indoor lighting levels are low, the absence of a list of novels and magazines, and others. For the proposed improvements, including the addition of flashing light, making a list of novels and magazines, and others. Keywords: Service, Customer Â Satisfaction, Importance Performance Matrix.