Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

Nindiani, Aina; Hamsal, Mohammad; Purba, Humiras Hardi

doi:10.21512/bbr.v9i2.4257

Cited by 11 publications

(13 citation statements)

References 24 publications

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“…The phenomenon of the increasing number of Indonesian people who choose medical treatment abroad has been happening since the last few decades. There is a fairly close relationship between patient satisfaction and service quality and hence the adoption of effective service quality leads to customer satisfaction (Ampah & Ali, 2019); (Nindiani, Hamsal, & Purba, 2018). National Hospital Services have not been able to provide quality medical services that meet patient expectations, resulting in the tendency of patients to seek medical check-up and medical treatment abroad which still prolong to this day.…”

Section: Introductionmentioning

confidence: 99%

Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Healthcare

Purba

Debora²,

Jaqin

et al. 2021

JTM

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Business competition is increasingly fierce, demanding that companies must provide the best products and services to customers. The quality of a product or service is an essential aspect for the continuity of a business, especially those attribute items that are directly felt by customers when purchasing or using a product. This study was aimed to analyze the quality of service to customers in a hospital-based on customer preferences. Customer assessment of each hospital quality indicator was performed through filling out questionnaires by inpatients, to determine the gap between the importance and performance levels. The analytical method used was Importance-Performance Analysis-IPA. As many as 25 quality indicators are identified from SERVQUAL. The quality dimension that becomes a priority for improved performance is related to Reliability, Assurance, and Empathy.

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Section: Introductionmentioning

confidence: 99%

Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Healthcare

Purba

Debora²,

Jaqin

et al. 2021

JTM

Self Cite

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show abstract

“…Therefore, to date, the application of IPA extends to a wide range of fields, including manufacturing [ 70 ], tourism [ 71 , 72 ], hospitality [ 73 ], food [ 74 ], health care [ 75 ], transportation [ 76 ] and other industries.…”

Section: Results Of Fsg and Ipamentioning

confidence: 99%

Food Safety Gaps between Consumers’ Expectations and Perceptions: Development and Verification of a Gap-Assessment Tool

Lin

Tsai

2020

IJERPH

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In recent decades, food safety has become a major concern due to frequent food safety incidents in many countries. This may lead to increased health risks associated with low quality food consumption, thereby reducing consumer trust in food safety. A better understanding of consumer perceptions of food safety can improve indicators that do not meet consumer expectations. We propose a food safety gap model with four gap-construct based on consumer expectations and perceptions. The model was empirically tested through a survey of 25 items, and then assessed for gaps through the importance–performance analysis (IPA). From a sample of 697 Taiwanese consumers, we found a huge gap between consumer expectations and perceptions related to food safety. More importantly, the results of the IPA indicate that most items must be immediately improved, which is vital in order to mitigate the risk of food safety.

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Section: Pendahuluanunclassified

“…Penelitian mengenai IPA yang menggabungkan beberapa kategori telah dilakukan oleh Nindiani et al (2018) serta Yola dan Budianto (2013). Penelitian Nindiani et al (2018) menggunakan kategori product quality dan pelayanan (SERVQUAL) untuk menilai kepuasan konsumen toko kue. Hasil dari penelitian ini menunjukkan atribut yang memerlukan perbaikan pada kuadran I; dari dimensi product quality ialah atribut rasa, perlunya formulasi resep baru; dari dimensi pelayanan ialah atribut keramahan, kinerja ini dapat ditingkatkan melalui pelatihan pegawai.…”

Section: Pendahuluanunclassified

Strategi Peningkatan Kepuasan Konsumen Jahe Sang Jawara Di Masa Pandemi Covid-19 Dengan Pendekatan Importance Performance Analysis

Dzulfikar

Jahroh

Ali

2021

jabm

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has major impact on human lives, the presence of this virus has made many people switch into healthy lifestyles. However, Arvan Natural Group, a startup company which produce instant ginger Sang Jawara has not taken advantage of this opportunity optimally. Therefore, the aim of this research is to evaluate the consumer satisfaction of ginger Sang Jawara in category of product, price, promotion, and service; and formulating strategies to increase consumer satisfaction. Data collection methods used are questionnaires and in-depth interviews with selected respondents. The sampling technique used is purposive sampling with the following criteria, consumers with an age range of 20-60 years, made purchases in the last three months, knowing the promotions and benefits of the products purchased. The number of samples obtained in this study are 42 respondents. The analysis tools used are the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results of the CSI analysis showed a value of 81.03%. The results of the IPA analysis show that of the 21 measurement attributes, there are 5 attributes that are suggested to experience improvement. The attributes that are in quadrant I (top priority) are the product brand, size variations, colors, and promotional bonuses. The attributes in this quadrant are suggested to be corrected immediately by the company in order to meet the expectations of consumers. Meanwhile, in quadrant III, the attribute whose performance can be improved is special attention (empathy).

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Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

Cited by 11 publications

References 24 publications

Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Healthcare

Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Healthcare

Food Safety Gaps between Consumers’ Expectations and Perceptions: Development and Verification of a Gap-Assessment Tool

Strategi Peningkatan Kepuasan Konsumen Jahe Sang Jawara Di Masa Pandemi Covid-19 Dengan Pendekatan Importance Performance Analysis

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