Importance Performance Analysis (IPA) Method For Performance Level Analysis In Aspects Of Population Administration Services
Lathifatul Aulia, Ratri Wulandari

Institut Teknologi Statistika dan Bisnis Muhammadiyah Semarang

Abstract

In every aspect of population administration services, the level of performance satisfaction for the community can be known. Based on this study, the author can find out which aspects of service are priorities to be improved through the gap value obtained in the calculation. Gap analysis is a measurement method to determine the gap between the performance of a variable and the expectations of service users on that variable. In this study, the author uses the fuzzy service quality method to analyze the satisfaction of population administration services and uses the Importance Performance Analysis method to measure the relationship between service user perceptions and the priority of improving the quality of population administration services. In the Importance Performance Analysis Method, there are 2 calculations in determining gap analysis, namely looking for the level of suitability and cartesian diagrams. The results of the calculation process show that there are indicators that must be improved or improved population administration services in accordance with their priorities.

Keywords: Importance Performance Analysis- ServQual- Fuzzy Number- Defuzzification- Fuzzification

Topic: Mathematic