Model Evaluasi Kepuasan Kerja Berbasis Importance Performance Analysis (IPA) untuk Peningkatan Kerja UKM: Studi pada Kasus XYZ Photocopy Center

Ghibran Irham (Universitas Pembangunan Nasional Veteran Jakarta)
Amenda Septiala Tarigan (UPN Veteran Jakarta)
Nanang Alamsyah (UPN Veteran Jakarta)
Tyas Eka Kurnia (UPN Veteran Jakarta)

Jurnal Teknik Industri Terintegrasi (JUTIN)
Vol. 9 No. 3 (2026): July

This study evaluates employee job satisfaction at XYZ Photocopy Center, a micro-SME photocopy business in Pondok Aren, South Tangerang, using Importance-Performance Analysis (IPA) to enhance operational performance. A mixed quantitative-qualitative approach was employed, collecting data via Likert-scale questionnaires and field observations across 10 indicators, such as quality of work, productivity, and leadership qualities. Data sufficiency was confirmed with a 95% confidence level. IPA mapping: Quadrant I (Main Priority): productivity, performance, initiative & resourcefulness; Quadrant II (Maintain): quality of work, judgment, interpersonal relations; Quadrant III (Low Priority): dependability; Quadrant IV (Overkill): knowledge of job, adaptability, leadership qualities. Findings align with Herzberg’s Two-Factor Theory, Equity Theory, and Expectancy Theory, emphasizing intrinsic motivators in small SMEs. Practical recommendations include prioritizing productivity training and incentives, maintaining interpersonal relations, and reallocating resources.