Service Satisfaction Based on Performance Index and Importance Performance Analysis (IPA)

Hermanto, Hermanto and Sulistyan, Riza Bahtiar and Touati, Hassan (2022) Service Satisfaction Based on Performance Index and Importance Performance Analysis (IPA). Innovation Business Management and Accounting Journal, 1 (2). pp. 41-52. ISSN 2828-8599

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Abstract

Evaluation of service performance is something that needs to be done regularly in order to improveits quality. This research is intended to measure the level of satisfaction or expectations of lecturersand users by using ten service elements as measurement items, with a sample of 80 respondents inXyZ University. To meet the feasibility of the instrument, validity and reliability tests were carriedout. The analysis technique was quantitative descriptive through the Index and ImportancePerformance analysis. The results showed that the level of lecturer satisfaction was in the category ofgood satisfaction with high expectations, several service elements that needed attention andimprovement were; elements of funding sources, providing research facilities and communityservice proportionally according to needs and achieving service promises in accordance with theresearch and community service strategic plans that have been proclaimed (PDF) Service Satisfaction Based on Performance Index and Importance Performance Analysis (IPA). Available from: https://www.researchgate.net/publication/364539348_Service_Satisfaction_Based_on_Performance_Index_and_Importance_Performance_Analysis_IPA [accessed Jan 26 2026].

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