.jpg){kind=logo}
Determining Participant’s Satisfaction in Mining Safety Training Using Service Quality Model and Importance-Performance Analysis
Supardi Supardi, Jumawan Jumawan, Andrian Andrian
Abstract
Feedback from participants showed that 15.9% of them were not satisfied with the given training services. The purpose of this study was to find out participants’ satisfaction with the training service provided by the mining safety training providers. In this study, the applied data analysis techniques were the service quality (ServQual) model and importance-performance analysis (IPA) by comparing the perceptions and expectations desired. The total of respondents was 167 people who were participants of training organized by Inspirasi Safety from September to November 2020. The results of the ServQual analysis showed that, in the dimensions of reliability and responsiveness, they indicated a negative gap and the service rate of below 100%, meaning that, in these dimensions, the participants were not satisfied with the provided services. Meanwhile, for the dimensions of tangible, assurance, and empathy, the results indicated that participants were satisfied. In addition, the results of the importance-performance analysis indicated that the service criteria that need to be improved were the timeliness of starting and finishing the training and the fast response to participants’ complaints. Furthermore, this study is expected to be able a suggestion for training providers to pay more attention to the service quality given to participants.
Keywords
Importance-Performance Analysis; Participants’ Satisfaction; Service Quality
References
Ariani, W. (2010). Manajemen Operasi Jasa (Pertama). Graha Ilmu.
Chen, M. C., Hsu, C. L., & Lee, L. H. (2020). Investigating pharmaceutical logistics service quality with refined Kano’s model. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2020.102231
Erika, E., & Mulisoh, S. (2019). Analisa Kepuasan Pelanggan di Kantor Kelurahan Kalimulya Kota Depok Dengan Metode Service Quality. Sainstech, 29(1), 31–38.
Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21. Badan Penerbit UNDIP.
Irawan. (2005). Asas - asa Marketing. Liberty.
Kesumajayansyah, H., & Yuwono, M. A. B. (2014). Analisa Kepuasan Pelanggan Sebagai Upaya Peningkatan Kualitas Pe,ayanan Di SF Digital Photo Service. Sinergi.
Kim, S., & Wook Kim, S. (2010). The tradeâ€off of service quality and cost: a system dynamics approach. Asian Journal on Quality. https://doi.org/10.1108/15982681011051831
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (13th ed.). Penerbit Erlangga.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior. https://doi.org/10.1016/j.chb.2009.03.003
Maghsoodi, A. I., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25, 151–164.
Nuryani, A. R. P., Santoso, I., & Deoranto, P. (2014). Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Dengan Metode Servqual ( Studi Kasus di Ria Djenaka Coffee House & Resto , Malang ). Ftp Unbraw.
Octabriyantiningtyas, D., Suryani, E., & Jatmiko, A. R. (2019). Modeling customer satisfaction with the service quality of E-money in increasing profit of Pt. Telekomunikasi Indonesia. Procedia Computer Science. https://doi.org/10.1016/j.procs.2019.11.203
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. https://doi.org/10.1016/S0148-2963(99)00084-3
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. https://doi.org/10.2307/1251430
Prananda, Y., Lucitasari, D. R., & Khanan, M. S. A. (2019). Penerapan Metode Service Quality (SerQual) Untuk Peningkatan Kualitas Pelanggan. Jurnal Optimasi Sistem Industri, 12(1).
Rangkuti, F. (2002). Measuring Costumer Satisfaction, Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan Plus Analisis Kasus PLN-JP. PT. Gramedia Pustaka Utama.
Rosyidah, H., Wuryandari, T., & Rusgiyono, A. (2015). Analisis Kualitas Pelayanan dengan Menggunakan Fuzzy Servqual, Kuadran IPA dan Indeks Pgcv. Jurnal Gaussian, 4(4).
Sanusi, A. (2017). Metodolgi Penelitian Bisnis. Penerbit Salemba Empat.
Supranto. (2001). Pengukuran Tingkat Kepuasan Pelanggan. Untuk Menaikkan Pangsa Pasar. In Edisi Baru.
Tahanisaz, S., & shokuhyar, S. (2020). Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry. Journal of Air Transport Management. https://doi.org/10.1016/j.jairtraman.2020.101764
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. Andi Offset.
Winarno, H., & Absror, T. (2017). Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada Pt. Media Purna Engineering. Jurnal Manajemen Industri Dan Logistik, 1(2), 162. https://doi.org/10.30988/jmil.v1i2.38
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. In Journal of the Academy of Marketing Science. https://doi.org/10.1177/009207002236911
Zulkarnain, A., Kristina, S., & Saraswati, M. (2017). Perceived Service Quality And Patient Satisfaction At Pharmacy Department In Yogyakarta, Indonesia. Value in Health. https://doi.org/10.1016/j.jval.2017.08.670
DOI: https://doi.org/10.24967/ekombis.v7i1.1238
Article Metrics
Abstract view : 1782 times
PDF : 969 times
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 Supardi Supardi, Jumawan Jumawan, Andrian Andrian
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Supardi Supardi, Jumawan Jumawan, Andrian AndrianAbstract
Feedback from participants showed that 15.9% of them were not satisfied with the given training services. The purpose of this study was to find out participants’ satisfaction with the training service provided by the mining safety training providers. In this study, the applied data analysis techniques were the service quality (ServQual) model and importance-performance analysis (IPA) by comparing the perceptions and expectations desired. The total of respondents was 167 people who were participants of training organized by Inspirasi Safety from September to November 2020. The results of the ServQual analysis showed that, in the dimensions of reliability and responsiveness, they indicated a negative gap and the service rate of below 100%, meaning that, in these dimensions, the participants were not satisfied with the provided services. Meanwhile, for the dimensions of tangible, assurance, and empathy, the results indicated that participants were satisfied. In addition, the results of the importance-performance analysis indicated that the service criteria that need to be improved were the timeliness of starting and finishing the training and the fast response to participants’ complaints. Furthermore, this study is expected to be able a suggestion for training providers to pay more attention to the service quality given to participants.
Keywords
References
Ariani, W. (2010). Manajemen Operasi Jasa (Pertama). Graha Ilmu.
Chen, M. C., Hsu, C. L., & Lee, L. H. (2020). Investigating pharmaceutical logistics service quality with refined Kano’s model. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2020.102231
Erika, E., & Mulisoh, S. (2019). Analisa Kepuasan Pelanggan di Kantor Kelurahan Kalimulya Kota Depok Dengan Metode Service Quality. Sainstech, 29(1), 31–38.
Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21. Badan Penerbit UNDIP.
Irawan. (2005). Asas - asa Marketing. Liberty.
Kesumajayansyah, H., & Yuwono, M. A. B. (2014). Analisa Kepuasan Pelanggan Sebagai Upaya Peningkatan Kualitas Pe,ayanan Di SF Digital Photo Service. Sinergi.
Kim, S., & Wook Kim, S. (2010). The tradeâ€off of service quality and cost: a system dynamics approach. Asian Journal on Quality. https://doi.org/10.1108/15982681011051831
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (13th ed.). Penerbit Erlangga.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior. https://doi.org/10.1016/j.chb.2009.03.003
Maghsoodi, A. I., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25, 151–164.
Nuryani, A. R. P., Santoso, I., & Deoranto, P. (2014). Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Dengan Metode Servqual ( Studi Kasus di Ria Djenaka Coffee House & Resto , Malang ). Ftp Unbraw.
Octabriyantiningtyas, D., Suryani, E., & Jatmiko, A. R. (2019). Modeling customer satisfaction with the service quality of E-money in increasing profit of Pt. Telekomunikasi Indonesia. Procedia Computer Science. https://doi.org/10.1016/j.procs.2019.11.203
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. https://doi.org/10.1016/S0148-2963(99)00084-3
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. https://doi.org/10.2307/1251430
Prananda, Y., Lucitasari, D. R., & Khanan, M. S. A. (2019). Penerapan Metode Service Quality (SerQual) Untuk Peningkatan Kualitas Pelanggan. Jurnal Optimasi Sistem Industri, 12(1).
Rangkuti, F. (2002). Measuring Costumer Satisfaction, Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan Plus Analisis Kasus PLN-JP. PT. Gramedia Pustaka Utama.
Rosyidah, H., Wuryandari, T., & Rusgiyono, A. (2015). Analisis Kualitas Pelayanan dengan Menggunakan Fuzzy Servqual, Kuadran IPA dan Indeks Pgcv. Jurnal Gaussian, 4(4).
Sanusi, A. (2017). Metodolgi Penelitian Bisnis. Penerbit Salemba Empat.
Supranto. (2001). Pengukuran Tingkat Kepuasan Pelanggan. Untuk Menaikkan Pangsa Pasar. In Edisi Baru.
Tahanisaz, S., & shokuhyar, S. (2020). Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry. Journal of Air Transport Management. https://doi.org/10.1016/j.jairtraman.2020.101764
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. Andi Offset.
Winarno, H., & Absror, T. (2017). Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada Pt. Media Purna Engineering. Jurnal Manajemen Industri Dan Logistik, 1(2), 162. https://doi.org/10.30988/jmil.v1i2.38
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. In Journal of the Academy of Marketing Science. https://doi.org/10.1177/009207002236911
Zulkarnain, A., Kristina, S., & Saraswati, M. (2017). Perceived Service Quality And Patient Satisfaction At Pharmacy Department In Yogyakarta, Indonesia. Value in Health. https://doi.org/10.1016/j.jval.2017.08.670
Ekombis Sains: Jurnal Ekonomi, Keuangan dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
