ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal TeknoIf

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Title ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS
 
Creator Yulianti, Eva; Program Sarjana Teknik Informatika, Institut Teknologi Padang
Umbara, Tengku; Institut Teknologi Padang
 
Subject Customer Satisfaction, JNE, Importance Performance Analysis (IPA) method
 
Description The freight forwarding industry in Indonesia and globally is growing very rapidly. This is because the value of e-commerce transactions or online stores continues to increase every year. Along with the development of the e-commerce business, reliable shipping services are needed to support the e-commerce industry in Indonesia. In this era, many shipping service companies are competing to get a good image in the community. The Nugraha Ekakurir (JNE) route as a company engaged in the service sector is required to provide quality services to its customers. This study aims to determine the level of JNE customer satisfaction with the services provided by using the Importance Performance Analysis (IPA) method. This study involved 30 JNE customers, Jhoni Anwar, Padang City. The results showed that the average satisfaction level of JNE customers was 85%. Of the 5 variables, the tangible factor reaches the highest satisfaction value, while the variable with the lowest satisfaction score is reliability. Based on the IPA method, there are still 11 attributes that must be improved the quality of service.
 
Publisher ITP Press - Institut Teknologi Padang
 
Contributor
 
Date 2020-10-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ejournal.itp.ac.id/index.php/tinformatika/article/view/1330
10.21063/jtif.2020.V8.2.72-82
 
Source Jurnal Teknoif; Vol 8, No 2 (2020): TEKNOIF OKTOBER 2020; 78-86
Jurnal Teknoif - ISSN 2338-2724; Vol 8, No 2 (2020): TEKNOIF OKTOBER 2020; 78-86
2598-9197
2338-2724
10.21063/jtif.2020.V8.2
 
Language eng
 
Relation https://ejournal.itp.ac.id/index.php/tinformatika/article/view/1330/892
10.21063/jtif.2020.V8.2.72-82
 
Rights Authors contributing to the TEKNOIF Journal agree to the following requirements:The author owns the copyright and gives the first publication rights journal with the work simultaneously licensed under the Creative Commons Attribution 4.0 International License which allows others to share the work with the acknowledgment of the authorship of the work and the initial publication in the TEKNOIF JournalThe author may enter into separate additional contractual agreements for the non-exclusive distribution of the published journal version of the work (for example, post it to an institutional repository or publish it in a book), with recognition of its initial publication in the TEKNOIF JournalAuthors are permitted and supported to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as this can lead to productive exchanges, as well as earlier and larger quotations from published works
 

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