MODIFIED IPA - II SEBAGAI UPAYA IDENTIFIKASI POTENSI PERBAIKAN DI INSTITUSI PENDIDIKAN TINGGI

Eko Setiawan

DOI: https://doi.org/10.23917/jiti.v5i2.1568

Abstract

Persaingan yang semakin ketat mengharuskan institusi pendidikan tinggi untuk selalu meningkatkan kualitas pelayanannya, sehingga pelanggan akan terpuaskan. Hal tersebut mensyaratkan identifikasi dan pengukuran kebutuhan pelanggan, sehingga diketahui kebutuhan pelanggan yang masih memerlukan peningkatan pelayanan serta kebutuhan pelanggan yang telah sesuai dengan harapan pelanggan. Mengingat institusi apa pun tidak terlepas dari suasana persaingan, maka identifikasi serta pengukuran kebutuhan pelanggan tersebut harus menyertakan para pesaing. Makalah ini membahas salah satu usulan metode yang dapat digunakan untuk keperluan tersebut, yaitu metode modified IPA - II. Dengan metode yang diusulkan ini, dapat diketahui pada kebutuhan pelanggan yang mana saja suatu institusi pendidikan tinggi masih rendah kinerjanya relatif terhadap kinerja para pesaing, sedangkan kebutuhan tersebut menempati tingkat kepentingan yang tinggi di mata pelanggan. Dengan mengetahui peta kebutuhan pelanggan sedemikian rupa, maka agenda peningkatan kualitas pelayanan akan dapat dijalankan secara lebih terarah dan efisien.

Keywords

kepuasan pelanggan; kebutuhan pelanggan; tingkat kepentingan; kinerja; pesaing

References

Abdullah, Firdaus (2005) ‘HedPERF versus SERVPERF: the quest for ideal measuring instrument of service quality in higher education sector’, Quality Assurance in Education, Vol. 13 No. 4, pp. 305 – 328.

Aigbedo, Henry dan Parameswaran, Ravi (2004) ‘Importance-performance analysis for improving quality of campus food service’, International Journal of Quality and Reliability Management, Vol. 221 No. 8, pp. 876 – 896.

____ (2006) ‘Finding out what matters most at SantaPark: the role of importance-performance analysis’, Strategic Direction, Vol. 22 No. 1, pp. 29 – 31.

Bowen, John T. dan Chen, Shiang-Lih (2001) ‘The relationship between customer loyalty and customer satisfaction’, International Journal of Contemporary Hospitality Management, Vol. 13 No. 5, pp. 213 – 217.

De Shield Jr., Oscar W., Kara, Ali, dan Kaynak, Erdener (2005) ‘Determinants of business student satisfaction and retention in higher education: applying Herzberg’s two-factor theory’, International Journal of Educational Management, Vol. 19 No. 2, pp. 128 – 139.

Ford, John B., Joseph, Mathew, dan Joseph, Beatriz (1999) ‘Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA’, The Journal of Services Marketing, Vol. 13 No. 2, pp. 171 – 186.

Haksever, Lengiz, Render, Barry, Russell, Roberta S., dan Murdick, Robert G. (2000) Service Management and Operations, 2nd ed, Prentice-Hall, Inc.,, NJ.

Hallowell, Roger (1996) ‘The relationships of customer satisfaction, customer loyalty, and profitabiliy: an empirical study’, International Journal of Service Industy Management, Vol. 7 No. 4, pp. 27 – 42.

Hunt, Kindal Shores, Scott, David, dan Richardson, Sarah (2003) ‘Positioning public recreation and park offerings using importance-performance’, Journal of Park and Recreation Administration, Vol. 21 No. 3, pp. 1 – 21.

Lemmink, Jos (2005) ‘The need for more multidisciplinary research’, International Journal of Service Industy Management, Vol. 16 No. 1, pp. 7 – 9.

Lewis, Roger (2004) ‘Importance-performance analysis’, Australasian Journal of Engineering 4Education, http://www.aaee.com.au/journal/2004/lewis04.pdf.

Magal, Simha R. dan Levenburg, Nancy M. (2005) ‘Using importance-performance analysis to evaluate e-business strategies among small businesses’, Proceedings of the 38th Hawaii International Conference on System Science.

O’Neill, Martin dan Palmer, Adrian (2004) ‘Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education’, Quality Assurance in Education, Vol. 12 No. 1, pp. 39 – 52.

Robledo, Marco Antonio (2001) ‘Measuring and managing service quality: integrating customer expectations’, Managing Service Quality, Vol. 11 No. 1, pp. 22 – 31.

Seaman, Elaine D. dan O’Hara, Margaret (2006) ‘Customer relationship management in higher education’, Campus-Wide Information Systems, Vol. 23 No. 1, pp. 24 – 34.

Wade, Derek J. dan Eagles, Paul F.J. (2003) ‘The use of importance-performance analysis and market segmentation for tourism management in parks and protected areas: an application to Tanzania’s National Parks’, Journal of Ecotourism, Vol. 2 No. 3, pp. 196 – 212.

Yavas, Ugur dan Shemwell, Donald J. (2001) ‘Modified importance-performance analysis: an application to hospitals’, International Journal of Health Care Quality Assurance, Vol. 14 No. 3, pp. 104 – 110.

Zairi, Mohamed (2000) ‘Managing customer satisfaction: a best practice perspective’, The TQM Magazine, Vol. 12 No. 6, pp. 389 – 394.

Article Metrics

Abstract view(s): 175 time(s)
PDF (Bahasa Indonesia): 155 time(s)

Refbacks

  • There are currently no refbacks.