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Analisis Tingkat Kepuasan Pengguna Kartu By.U Di Kota Pekanbaru Dengan Metode Importance Performance Analysis (Ipa)

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ABSTRACT
This study aims to examine the level of customer satisfaction among By.U users in
Pekanbaru City by employing the Importance Performance Analysis (IPA) method. The
research population consists of all by.U users in Pekanbaru, with a purposive sample of
100 respondents. Data were collected through questionnaires and analyzed using the IPA
approach to identify key service attributes deemed important by users and to evaluate the
performance of those attributes. The findings indicate that overall, users are satisfied
with the services provided By.U. Furthermore, all service quality dimensions were found
to have a statistically significant impact on customer satisfaction. Based on the IPA
results for 20 evaluated attributes, three attributes were positioned in Quadrant I (high
importance, low performance), suggesting a need for immediate improvement. Seven
attributes were placed in Quadrant II (high importance, high performance), indicating
areas that should be maintained. Six attributes fell into Quadrant III (low importance,
low performance), and four attributes into Quadrant IV (low importance, high
performance), allowing the company to reallocate resources more effectively. These
results offer valuable insights for service enhancement and strategic decision-making.
Keywords: Customer Satisfaction, Mobile Service Provider, Importance Performance
Analysis (IPA).

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Verfügbarkeit

Detaillierte Informationen

Reihentitel

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Signatur

2102111785

Verlag

Pekanbaru : Universitas Riau – F.EKONOMI DAN BISNIS – MANAJEMEN., 2025

Umfang

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Sprache

Indonesia

ISBN/ISSN

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Klassifikation

2102111785

Inhaltstyp

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Medientyp

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Datenträgertyp

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Ausgabe

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Schlagwörter

MANAJEMEN

Anmerkung

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Mitarbeiter

daus

Andere Ausgabe / Ähnliches

Dateianhang

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