na INLIS000000000005406 20250815095916 0010-0825000179 250815 | | | Analisis Kepuasan Pelanggan Dengan Importance Performance Analysis (IPA) Pada Mega Jaya Motor Tenggarong / Iwan Iwan, Iwan Tenggarong : FEBIS-Universitas Kutai Kartanegara, 2023 85 hlm. ; 21x30 cm 658 IWA A C.1 Iwan, 2023, "Analysis of Customer Satisfaction with Importance Performance Analysis (IPA) at Mega Jaya Motor Tenggarong" Thesis, Faculty of Economics and Business, University of Kutai Kartanegara guidance from Mr. Erwinsyah, SH. SE M.Sc.,CLA and Mr. Heru Suprapto, SE, M.SI<br/>The purpose of this study is to find out how the level of performance attribute dimensions of service at the Mega Jaya Motor Tenggarong workshop using the importance performance analysis method<br/>This study uses quantitative data obtained from questionnaire data. The mumber of research samples was 78 people with the method of taking random sampling. The analysis tool uses the importance performance analysis analysis<br/>From the results of the analysis, the average performance value is 2.69, this value lies in the interval 2.50-3.25, which means that the performance level is in the good category. This result is reinforced by the IPA method showing that most of the service attributes have 14 negative values. From the results of 22 attributes, there are only 8 positive gap attributes which are considered to have exceeded importance. So that the first hypothesis in this study was accepted. <br/>From the results of the analysis, the average value of the importance level is 2.77, this value lies in the interval 2.50-3.25, which means that the level of customer interest in Mega Jaya Motor Tenggarong is in the important category. From the results of the 22 attributes/indicators assessed there were 14 negative gap attributes indicating a level of importance beyond perceived performance. So the second hypothesis is accepted. <br/>After the the performance values and interests are obtained, then a Cartesian diagram can be formed which is divided into four quadrants A, B, C and D. The final result is that four (4) attributes enter quadrant A, namely attributes 1, 3, 14, and 20, in quadrant B there are eight (8) attributes, namely attributes 2, 5, 6, 8, 12, 13, 15, and 16. In quadrant C there are six attributes, namely attributes 7, 10, 11, 19, 21 and 22. Finally in quadrant D includes four attributes, namely attributes 4, 9, 17, and 18. From this comparison, it is clear that the main focus of Mega Jaya Motor Tenggarong is on quadrant B because in this quadrant the customer satisfaction attribute is included with the most eight attributes. Attributes that are in quadrant B are attributes that are considered important by respondents and the performance received in practice is considered to be in accordance with consumer expectations. This means that Mega Jaya Motor Tenggarong must maintain the attributes in this quadrant because they have met consumer expectations. So it was decided that the third hypothesis in this study was rejected. <br/> 658 Manajemen Umum 250813110008671