PENENTUAN PRIORITAS PENINGKATAN KUALITAS JASA DENGAN MENGGUNAKAN METODE IMPORTANCE-PERFORMANCE ANALYSIS (IPA) DAN INDEKS POTENTIAL GAIN CUSTOMER VALUE (PGCV)

Nur Hakim Arifianto, Sauptika Kancana, Adi Soeprapto

Abstract


The purpose of the research is (1) analyzing the level of conformity between
expectations (importance) customer and performance (performance) of the company against the quality of services provided by Yamaha Motorcycle repair shop (2) Determine the priority Quality improvement based on the level of conformity and index of Potential Gain Customer Value (PGCV) to improve the quality of services provided by Yamaha Motorcycle repair shop. The population in this research is a customer Yamaha Motorcycle repair shop Demangan Yogyakarta for approximately arround 2 months April 2019 till June 2019.
Determination of the number of samples will be determined by the level of Confidance 95% and margin of error is 10% then obtained the number of samples as many as 98 people. The sampling techniques used in this study were based on Non Probabiliy Sampling methods using the Accidental Sampling approach.The results showed that (1) the level of conformity between expectations (importance) of the customer and performance (performance) of the company against the quality of services provided by the Yamaha Motorcycle repair shop Demangan Yogyakarta has an average level of conformity Below 100% of which is 88.30%. 88.30% means the company lacks or does not fulfill what is considered important by the customer and the service has not been
satisfactory; (2) Priority of improvement of service quality (top priority in the Quadrant A IPA diagram with index PGCV) namely: 1) Workshop Yamaha new source Motor Demangan has a complete spare parts, 2) equipment used Yamaha Workshop new source Demangan complete, 3) Employees Yamaha Motorcycle repairshop Demangan tell the customers when the service is certainly motorbike will be delivered, 4) Employees Yamaha Motorcycle repair shop Demangan always ready in responding to customer demand, 5) Mechanics workshop Yamaha Motorcycle repair shop Demangan fast In servicing motorcycles, 6) Employees Yamaha Motorcycle repair shop Demangan always able to answer questions related to Yamaha motorcycles, 7) Employees Yamaha Motorcycle repair shop Demangan always prioritize the expectations of customers.


Keywords


Importance Performance Analysis (IPA); Potential Gain; Service Quality

Full Text:

PDF

References


A. Zeithaml, V. Parasuraman, A. dan L. Berry L. 1985. Problems and Strategies in

Services Marketing. Jurnal of Marketing. Vol. 49. (Spring).

Echdar, Saban. 2017. Metode Penelitian Manajemen dan Bisnis. Bogor: Ghalia

Indonesia

Ghozali, Imam. 2010. Aplikasi Analisis Multivariate Dengan Program SPSS. Edisi

keempat. Semarang: Universitas Diponegoro.

Hom, C. William. 1997. Make Customer Service Analyses a Little EasierWithThe

PGCV Index. Journal of Quality Progress.

J. Supranto. 2006. Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikkan

Pangsa Pasar. Jakarta: Rineka Cipta.

Kasali, Rhenald. 2003. Manajemen Public Relations: Konsep dan Aplikasinya di Indonesia. Jakarta: PT. Pusaka Utama Grafiti.

Kotler, Philip dan Kevin Lane Keller. 2009. Manajemen Pemasaran. Jilid 1. Edisi 13.

Jakarta: Erlangga

Kotler, Philip dan Kevin Lane Keller. 2009. Manajemen Pemasaran. Jild 2. Edisi 13.

Jakarta: Erlangga.

Linus, David, Sarma, Tuti, Sinaga. Pujangkoro, Sugiharto. 2013. Perancangan

Perbaikan Kualitas Pelayanan Dengan Menggunakan Analisis IPA Dan PGCV.

E-Jurnal Fakultas Teknik Universitas Sumatera Utara Medan. Vol 1, No. 2,

Maret 2013 pp. 15-20.

Martila, John, A. & James, John, C. 1997. Importance - Performance Analysis. Journal

of Marketing.

Nasution, M. N. 2004. Manajemen Jasa Terpadu. Bogor: Ghalia Indonesia.

Nugraha, Rizal, Ambar Harsono, dan Hari Adianto, 2014. Usulan Peningkatan Kualitas

Pelayanan Jasa pada Bengkel “X” Berdasarkan Hasil Matrix Importance

Performance Analysis. Jurnal Online Institut Teknologi Nasional. No.03.

Vol.01. ISSN: 2338-5081.

Nugraha, Rizal, Ambar Harsono, dan Hari Adianto, 2014. Usulan Peningkatan Kualitas

Pelayanan Jasa Rumah Sakit Ibu dan Anak dengan Menggunakan Metode

Potential Gain in Customer Value. Jurnal Online Institut Teknologi Nasional.

No.04.01. ISSN: 2338-5081.

Siregar, Syahrul Fauzi. Analisis Tingkat Kualitas Pelayanan Dengan Metode Index

Potential Gain Customer Value (PGCV) Di Pt Bank Muamalat Indonesia

Cabang Medan. Jurnal Sistem Teknik Industri. Volume 7, No. 4 Oktober 2006.

Sugiyono. 2018. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan

R&D. Bandung: Alfabeta.

Tjiptono, Fandy. 2004.Manajemen Jasa. Edisi 2. Yogyakarta: ANDI.

Tjiptono, Fandy dan Gregorius Chandra. 2011. Service, Quality & Statisfactio. Edisi 3.

Yogyakarta: ANDI.

Fandy, Tjiptono, dkk. 2008. Marketing Scales. Yogyakarta: ANDI.

Sukwandi, Ronald dan Jufira. 2015. Penentuan Prioritas Perbaikan Kualitas Layanan

TransJakarta dengan Menggunakan Metode IPA-PGCV. Jurnal Rekayasa

Teknik Industri. Vol. 5, No. 2, 2015.

Woodruff, B. Robert. 1997. Customer Value: The Next Source for Competitive

Advantage. Journal of the Academy of Marketing Science. Vol. 25, No. 2, pages

-153.

Yazid. 2005. Pemasaran Jasa Konsep Dan Implementasi. Edisi 2. Yogyakarta:

Ekonisia.

Zeithaml, Valarie & Berry, Leonard & V. Parasuraman, A. (1996). The Behavioral

Consequences of Service Quality. Journal of Marketing.




DOI: https://doi.org/10.31315/paradigma.v23i2.5014

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Nur Hakim Arifianto, Sauptika Kancana, Adi Soeprapto

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.


  

Paradigma: Jurnal Masalah Sosial, Politik, dan Kebijakan

Published by Faculty of Social Science and Political Science

Universitas Pembangunan Nasional "Veteran" Yogyakarta

(Kampus Unit II) Jl. Babarsari 2, Tambakbayan, Depok, Yogyakarta 55281

Phone: +62 274 486733. Email: paradigma@upnyk.ac.id

 

Creative Commons Licence
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.