An Importance Performance Analysis (IPA) Model: Review E-government Web Portal Quality of Service

Yuhefizar, Y.; Utami, Devi Farida; Sudiman, Josephine

doi:10.2991/978-2-494069-83-1_6

Cited by 3 publications

(3 citation statements)

References 13 publications

(14 reference statements)

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“…Teknik ini terus berkembang pada multisektor termasuk finansial. IPA menitikberatkan pada cara menganalisis atribut prioritas berdasarkan pada pengukuran kepuasan (performance) dan harapan (importance) pengguna atas suatu pelayanan berdasarkan pada setiap atribut (Yuhefizar, Utami, & Sudiman, 2022). Atribut yang berkaitan dengan produk atau jasa tertentu di evaluasi berdasarkan betapa pentingnya setiap atribut tersebut di mata pengguna, dan kinerja produk atau jasa tersebut.…”

Section: Importance Performance Analysisunclassified

Optimalisasi Tarif Layanan dengan Memperbaiki dan Meningkatkan Kualitas Pelayanan di Loka Litbangkes Pangandaran

Anjani

2024

Owner

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In Indonesia, non-tax revenue is the second-largest source of state revenue, following tax revenue, and is expected to continue to increase in the future. To optimize non-tax revenue, tariffs are set, but using conventional However, if the tariff is set based on conventional methods, it can have a distorting effect. This study utilizes an activity-based costing system to establish service tariffs and assess quality at the Unit of Health Research and Development Pangandaran. An observational approach is employed, examining both primary and secondary data from a sample of 30 participants engaged in scientific tourism services and research collaboration. Technical terms are defined upon first use, and the language is objective, clear, and free of grammatical errors, following conventional formatting and citation guidelines. Non-probability sampling with a convenience approach was used. The data was evaluated using the activity-based costing system, servqual, and importance-performance analysis methods. The study conducted an importance-performance analysis of parameters related to cost and services with the goal of preserving the quality of service while avoiding high tariffs for users. Both rates were measured against the development efforts. The results showed that the scientific tourism rate yielded a cost of IDR5.884 and the research collaboration rate yielded a cost of IDR75.635, indicating a cost savings. Service quality attributes requiring improvement are responsiveness and assurance. Additionally, tangible elements and assurance must be aligned with tariff adjustments. This study offers valuable insights into setting non-tax state revenue tariffs in government work environments by emphasizing the quality of current services

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Section: Importance Performance Analysisunclassified

Optimalisasi Tarif Layanan dengan Memperbaiki dan Meningkatkan Kualitas Pelayanan di Loka Litbangkes Pangandaran

Anjani

2024

Owner

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“…The distinction between this article and the previous study is in the objectives and advances that are imperative for the implementation of e-government from the community [18], since the online service is tailored to meet the specific requirements of the community. Researchers' contributions involve elucidating concepts in a manner that instills a desire in others to understand, embrace, and utilize this program, employing the methodology of the research.…”

Section: Introductionmentioning

confidence: 99%

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

Yuhefizar,

Utami,

Sudiman

2024

JOIV : Int. J. Inform. Visualization

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The e-government web portal serves as a crucial platform for providing information that can be easily and universally accessed. This serves as an intermediary between the municipal administration and the community, ultimately resulting in improved and streamlined public services. Several variables, including age and proficiency in using the integrated system, provide insights on how to gauge user satisfaction levels of the information system and its current users. The e-govqual and Importance Performance Analysis (IPA) models are accurate indicators of user satisfaction. This article seeks to understand the perception of users of the e-government web portal of the municipal Tanah Datar municipality. It aims to compare the servqual and the IPA model to determine the most suitable method for assessing public perceptions and identifying priority attributes to improve service quality. These two approaches share the same objective, but employ different methodologies. The user's perception of performance is designated as the independent variable (X) using a quantitative approach, while service quality expectations are designated as the dependent variable (Y). This is achieved by combining the Likert scale with five dimensions. This study uses questionnaires to gather data from 275 participants and uses two models, E-govqual and Importance Performance Analysis (IPA), to assess user satisfaction. The findings indicate that it is crucial for the government to respond quickly to user issues, provide feedback on user input, and regularly update the material on the Web portal.

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“…By employing the IPA model, organizations can identify areas that require improvement and prioritize resources to achieve better customer satisfaction [13]. Researchers have used IPA to identify the strengths and weaknesses of higher education service quality [14], to evaluate the quality of e-government web portals [15], [16], and to measure tourist satisfaction [17]. This model also has been effectively utilized in several studies to identify priority areas for enhancement and assist in determining how resources should be allocated [18]- [20].…”

Section: Introductionmentioning

confidence: 99%

Telecommunication service quality analysis using integration of SIPA and modified Kano

Munawar,

Garside,

Nugraha

et al. 2023

j. sist. manaj. ind.

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This article investigates the integrated approach of the Simultaneous Importance-Performance Analysis (SIPA) model and the modified Kano model to evaluate and prioritize service attributes for telecommunication companies in Indonesia. The study is based on the demographic profiles and usage patterns of 74 respondents. The results demonstrate that the SIPA and Kano models can provide valuable insights for identifying priority areas and effective strategies for improving service quality. Specifically, the SIPA model helps to compare competitor performance and identify important service attributes. In contrast, the modified Kano model facilitates a dynamic cycle of service attribute evaluation to inform managerial strategies. This article contributes by highlighting the potential of the proposed approach to offer valuable insights to telecommunication companies seeking to enhance their service offerings and remain competitive in a constantly evolving market.

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An Importance Performance Analysis (IPA) Model: Review E-government Web Portal Quality of Service

Cited by 3 publications

References 13 publications

Optimalisasi Tarif Layanan dengan Memperbaiki dan Meningkatkan Kualitas Pelayanan di Loka Litbangkes Pangandaran

Optimalisasi Tarif Layanan dengan Memperbaiki dan Meningkatkan Kualitas Pelayanan di Loka Litbangkes Pangandaran

The E-govqual and Importance Performance Analysis (IPA) Models Analysis: Review a Web Service Quality of E-government

Telecommunication service quality analysis using integration of SIPA and modified Kano

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