IMPORTANCE PERFORMANCE ANALYSIS UNTUK MENINGKATKAN KEPUASAN PENYEWA RUMAH KOST
DOI:
https://doi.org/10.30997/jvs.v8i2.6963Keywords:
Importance-Performance Analysis, kepuasan, penyewa, rumah kostAbstract
Jasa penyewaan kost merupakan bisnis yang sedang berkembang khususnya di area yang padat tempat kerja dan kampus. Untuk dapat bertahan, pemilik usaha harus dapat selalu memuaskan penyewa sebaik mungkin. Dibutuhkan analisis terkait tingkat kepentingan dan performansi faktor-faktor yang menentukan kepuasan penyewa. Penelitian ini bertujuan mengaplikasikan metode Importance-Performance Analysis (IPA) untuk memahami kepuasan penyewa terhadap servis yang diberikan. Penelitian ini menggunakan data primer yang diperoleh melalui kuesioner yang diisi oleh para penghuni sebuah rumah kost di Jakarta. Penelitian ini menggunakan Importance-Performance Analysis dengan beberapa uji statistik untuk memastikan data kuesioner yang diperoleh valid, reliable, dan memenuhi asumsi dalam IPA. Analisis dilakukan untuk keseluruhan data dan untuk data yang dibagi berdasarkan durasi menghuni rumah kost untuk mengidentifikasi apakah ada perbedaan tingkat kepuasan yang ditasakan. Terdapat tiga faktor yang membuthkan perbaikan; kelengkapan dan kenyamanan fasilitas kamar, kebersikan, dan kemampuan komunikasi. Analisis untuk penyewa dengan masa durasi berbeda tidak mengindikasikan adanya perbedaan hasil yang signifikan berdasarkan diagram IPA yang dihasilkan. Sejauh pengetahuan penulis, belum ada penelitian terkait aplikasi IPA pada rumah kost. Penelitian ini berkontribusi dalam memperkaya literatur metode IPA dengan mengaplikasikannya pada bidang hospitality, dan secara praktis membantu pemilik kost dalam meningkatkan kepuasan penyewa kost.
References
Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, 60(2), 115–121. https://doi.org/10.1016/j.jbusres.2006.10.009
Anamisa, D. R., Rachmad, A., & Widiastutik, R. (2016). Selection system of the boarding house based on fuzzy multi attribute decision making method. Journal of Theoretical and Applied Information Technology, 92(1), 52–58.
Azzopardi, E., & Nash, R. (2013). A critical evaluation of importance-performance analysis. Tourism Management, 35, 222–233. https://doi.org/10.1016/j.tourman.2012.07.007
Bacon, D. R. (2003). A comparison of approaches to importance-performance analysis. International Journal of Market Research, 45(1), 55–71. https://doi.org/10.1177/147078530304500101
Batikawai, E., & Nawaqalevu, A. (2020). A Residential Satisfaction Assessment of Public Rental Board Housing in the Greater Suva Urban Area, Fiji Islands. The Journal of Pacific Studies, 40(1). https://doi.org/10.33318/jpacs.2020.40(1)-1
Deng, W. J., Kuo, Y. F., & Chen, W. C. (2008). Revised importance-performance analysis: Three-factor theory and benchmarking. Service Industries Journal, 28(1), 37–51. https://doi.org/10.1080/02642060701725412
El-Adly, M. I. (2012). Investigating the Relationship Between Shopping Mall Patronage Motives and Customer Satisfaction Using Importance-Satisfaction Analysis. International Journal of Customer Relationship Marketing and Management, 3(2), 33–46. https://doi.org/10.4018/jcrmm.2012040103
Fachrudin, K. A., & Fachrudin, H. T. (2014). Tenant satisfaction in boarding house and its relationship to renewal in Medan city, Indonesia. International Journal of Academic Research, 6(2), 97–101. https://doi.org/10.7813/2075-4124.2014/6-2/a.16
Feng, M., Mangan, J., Wong, C., Xu, M., & Lalwani, C. (2014). Investigating the different approaches to importance-performance analysis. Service Industries Journal, 34(12), 1021–1041. https://doi.org/10.1080/02642069.2014.915949
Gunawan, W. (2021). Fuzzy logic algorithm and analytic network process (ANP) for boarding houses searching recommendations. ILKOM Jurnal Ilmiah, 13(1), 18–30. https://doi.org/10.33096/ilkom.v13i1.750.18-30
Hati, S. W., & Sari, D. Y. P. (2020). Factors Affecting Workers in Choosing a Boarding Services at Batam City - Indonesia. Icib 2019, 683–692. https://doi.org/10.5220/0008435306830692
Ho, L.-H., Feng, S.-Y., & Yen, T.-M. (2014). Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan. Journal of Service Science and Management, 07(03), 222–234. https://doi.org/10.4236/jssm.2014.73020
Ho, L. H., Chang, P. Y., & Yen, T. M. (2016). Using modified IPA to define quality improvement strategies: A study of air-conditioning industry in Taiwan. TQM Journal, 28(2), 180–194. https://doi.org/10.1108/TQM-04-2014-0039
Lee, Y. C., Wu, H. H., Hsieh, W. L., Weng, S. J., Hsieh, L. P., & Huang, C. H. (2015). Applying importance-performance analysis to patient safety culture. International Journal of Health Care Quality Assurance, 28(8), 826–840. https://doi.org/10.1108/IJHCQA-03-2015-0039
Lin, S. P., Chan, Y. H., & Tsai, M. C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management and Business Excellence, 20(8), 829–846. https://doi.org/10.1080/14783360903128272
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271–277. https://doi.org/10.1016/S0019-8501(03)00055-5
Matzler, K., Sauerwein, E., & Heischmidt, K. A. (2003). Importance-performance analysis revisited: The role of the factor structure of customer satisfaction. Service Industries Journal, 23(2), 112–129. https://doi.org/10.1080/02642060412331300912
Olufemi, A. (2016). Evaluation of Tenants ’ Satisfaction With Rental Housing in Ilesa , Osun State , Nigeria. International Journal of Economics, Commerce and Management, IV(8), 571–588.
Rachmawaty, D., Yamani, A. Z., Winati, F. D., & Mardhiana, H. (2021). Implementation of Importance-Performance Analysis on Integrated Information System Institut Teknologi Telkom Purwokerto. Jurnal Ilmiah Teknik Industri, 20(2), 184–194. https://doi.org/10.23917/jiti.v20i2.15600
Rahman, M. S., Hussain, B., Uddin, A. N. M. M., & Islam, N. (2015). Exploring residents’ satisfaction of facilities provided by private apartment companies. Asia Pacific Management Review, 20(3), 130–140. https://doi.org/10.1016/j.apmrv.2014.12.012
Taplin, R. H. (2012). Competitive importance-performance analysis of an Australian wildlife park. Tourism Management, 33(1), 29–37. https://doi.org/10.1016/j.tourman.2011.01.020
Ting, S. C., & Chen, C. N. (2002). The asymmetrical and non-linear effects of store quality attributes on customer satisfaction. Total Quality Management, 13(4), 547–569. https://doi.org/10.1080/09544120220149331
Yavas, U., & Shemwell, D. J. (2001). Modified importance-performance analysis: An application to hospitals. International Journal of Health Care Quality Assurance, 14(3), 104–110. https://doi.org/10.1108/09526860110391568
Downloads
Published
Issue
Section
License
Copyright (c) 2022 (Jurnal Visionida)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Jurnal Visionida agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Visionida.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Jurnal Visionida.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work
