Implementation Of Importance Performance Analysis Methods To Analyze Performance And Proposed Service Improvement

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Implementation of Importance Performance Analysis Methods to Analyze Performance and Proposed Service Improvement

Introduction

In today's competitive education landscape, institutions are constantly seeking ways to improve their services and meet the evolving needs of their students. One effective method for analyzing performance and identifying areas for improvement is the Importance Performance Analysis (IPA) method. This study aims to evaluate student satisfaction based on the importance and performance in the Mathematics Bachelor Study Program at a university, using the IPA method to map the relationship between the interests and performance of each attribute and identify the gap between the performance and expectations of the attributes.

Methodology

This study uses quantitative methods by involving 85 respondents from the active student population of the class of 2019-2022. The sampling technique used is the probability and data collection method is carried out through a questionnaire that has been determined by the researcher. The questionnaire was designed to gather data on various aspects of the study program, including physical facilities, infrastructure, information delivery, and student support services.

Data Analysis

The data obtained was then analyzed using the Importance Performance Analysis (IPA) method. The IPA method is a strategic tool used to evaluate the performance of services and identify areas for improvement. The method involves plotting the importance of each attribute against its performance, resulting in a grid that shows the relationship between the two.

Results

The results of the study showed that the services provided did not meet what was considered important by students, and their performance was also unsatisfactory. This is reflected in the value of the negative gap (-) in each statement attribute or question given. The lowest gap value was found at -0.21, while the highest gap value reached -1.15. The dimensions with the largest gaps were:

  • Tangible: -0.86
  • Reliability: -0.42
  • Guarantee: -0.41
  • Empathy: -0.34
  • Responsiveness: -0.36

The calculation results show the level of suitability between performance and interests of 88%. There are eight service attributes that are in the important performance category and must be maintained, while the three attributes of the dimensions of physical evidence and reliability need to be improved.

Analysis and Explanation

The results of this study provide valuable insights on student perceptions of services in the Mathematics Bachelor Study Program. With the negative gap in various dimensions of service, educational institutions are expected to be able to conduct further evaluation of these unsatisfactory aspects.

The Importance Performance Analysis (IPA) method can be used as a strategic tool to formulate steps to improve service quality. In this context, attributes that have the largest gaps such as tangible and reliability dimensions should be the main focus of improvement. For example, improving physical facilities and infrastructure, as well as increasing reliability in the delivery of information to students can increase their overall satisfaction.

With only 88% suitability between performance and interests, there is a large enough space to make improvements. This shows that although there are several aspects of service that are considered important and have been done well, there is still much that needs to be improved. Focus on service dimensions such as empathy and responsiveness will also be very crucial. Responsive and empathic services can create positive experiences for students, increase their loyalty to the study program, and produce positive recommendations from them.

Conclusion

The results of this study can be a reference for study program managers to carry out sustainable development in providing better educational services, in line with the expectations and needs of students. These efforts will not only increase student satisfaction, but also contribute to the reputation of better educational institutions in the eyes of the community.

Recommendations

Based on the findings of this study, the following recommendations are made:

  • Improve physical facilities and infrastructure: This includes improving the condition of classrooms, laboratories, and other facilities that are essential for student learning.
  • Increase reliability in information delivery: This includes ensuring that students receive accurate and timely information about their study program, including course schedules, exam dates, and other important announcements.
  • Enhance empathy and responsiveness: This includes providing students with a sense of support and understanding, and responding promptly to their needs and concerns.
  • Maintain existing services: This includes continuing to provide services that are already meeting the needs of students, such as academic advising and career counseling.

By implementing these recommendations, study program managers can improve student satisfaction and contribute to the reputation of their institution.
Frequently Asked Questions (FAQs) on Importance Performance Analysis (IPA) Method

Q: What is Importance Performance Analysis (IPA) method?

A: The Importance Performance Analysis (IPA) method is a strategic tool used to evaluate the performance of services and identify areas for improvement. It involves plotting the importance of each attribute against its performance, resulting in a grid that shows the relationship between the two.

Q: What are the benefits of using IPA method?

A: The IPA method provides several benefits, including:

  • Identifying areas for improvement
  • Prioritizing improvement efforts
  • Measuring the effectiveness of improvement initiatives
  • Enhancing customer satisfaction
  • Improving service quality

Q: How is the IPA method used in education?

A: The IPA method is used in education to evaluate the performance of services such as academic advising, career counseling, and student support services. It helps educators identify areas for improvement and prioritize efforts to enhance student satisfaction and success.

Q: What are the key dimensions of the IPA method?

A: The key dimensions of the IPA method include:

  • Tangible: Refers to the physical facilities and infrastructure of the institution
  • Reliability: Refers to the consistency and dependability of services
  • Guarantee: Refers to the level of assurance provided by the institution
  • Empathy: Refers to the level of understanding and support provided by the institution
  • Responsiveness: Refers to the level of promptness and effectiveness of services

Q: How is the IPA method used to identify areas for improvement?

A: The IPA method is used to identify areas for improvement by plotting the importance of each attribute against its performance. The resulting grid shows the relationship between the two, and areas with a large gap between importance and performance are identified as areas for improvement.

Q: What are the steps involved in implementing the IPA method?

A: The steps involved in implementing the IPA method include:

  1. Identifying the attributes: Identify the attributes that are important to customers or students
  2. Measuring performance: Measure the performance of each attribute
  3. Plotting the IPA grid: Plot the importance of each attribute against its performance
  4. Identifying areas for improvement: Identify areas for improvement based on the IPA grid
  5. Prioritizing improvement efforts: Prioritize improvement efforts based on the importance and performance of each attribute
  6. Implementing improvement initiatives: Implement improvement initiatives to enhance customer satisfaction and service quality

Q: How can the IPA method be used to measure the effectiveness of improvement initiatives?

A: The IPA method can be used to measure the effectiveness of improvement initiatives by:

  1. Re-measuring performance: Re-measuring the performance of each attribute after implementing improvement initiatives
  2. Plotting the IPA grid: Plotting the new IPA grid to show the changes in importance and performance
  3. Evaluating the effectiveness: Evaluating the effectiveness of improvement initiatives based on the changes in importance and performance

Q: What are the limitations of the IPA method?

A: The IPA method has several limitations, including:

  • Subjective measurement: The measurement of importance and performance is subjective and may vary depending on individual perspectives
  • Limited scope: The IPA method may not capture all aspects of service quality
  • Complexity: The IPA method can be complex and time-consuming to implement

Q: How can the IPA method be used in conjunction with other methods?

A: The IPA method can be used in conjunction with other methods, such as:

  • Customer satisfaction surveys: To gather data on customer satisfaction and identify areas for improvement
  • Service quality audits: To evaluate the quality of services and identify areas for improvement
  • Performance metrics: To measure the performance of services and identify areas for improvement

By using the IPA method in conjunction with other methods, educators and service providers can gain a more comprehensive understanding of service quality and identify areas for improvement.