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 The quality of digital system services in the ship clearance process is closely related to the work effectiveness of shipping agency companies. The advancement of port operational services is influenced by the system’s ability to provide convenience, speed, accuracy, and service integration for users. The system used in the ship clearance process must be able to meet user needs and support inter-agency coordination so that ship services can operate more effectively and efficiently. This study aims to analyze the performance level and the level of user importance regarding the implementation of the Single Submission Pengangkut System in the ship clearance process at PT Trans Cakrawala Perkasa. The research employed a descriptive quantitative approach with a sample of 30 respondents consisting of ship agents involved in the clearance process. Data were collected through questionnaires, observations, and literature studies. The data were analyzed using validity tests, reliability tests, conformity level analysis, and the Importance Performance Analysis (IPA) method. The results indicate that the SSM Pengangkut System has made a positive contribution to accelerating document processing, facilitating system usage, increasing work productivity, and supporting coordination among related agencies. Based on the IPA Cartesian diagram, one indicator was identified as a priority for improvement, while other indicators were categorized as maintain performance, low priority, and high performance with lower importance levels. Overall, the implementation of the Single Submission Pengangkut System has been running quite well; however, continuous evaluation and improvement are still needed to optimize the ship clearance process further.

This study aims to evaluate the quality of public services at the Department of Population and Civil Registration of West Sumba Regency following the implementation of digitalization through the use of electronic signatures. A quantitative approach was employed, with data collected through questionnaires distributed to 100 respondents. Data analysis was conducted using the Importance Performance Analysis (IPA) method to identify gaps between the level of importance and service performance. The results indicate that, overall, service quality can be categorized as fairly good, as reflected by performance levels that are relatively close to public expectations. However, several service attributes remain in the priority quadrant, particularly in terms of system usability, service stability, and accessibility. Meanwhile, attributes such as service speed, data security, and staff responsiveness demonstrate satisfactory performance and should be maintained. These findings suggest that the implementation of electronic signatures has improved service efficiency and effectiveness, although further improvements are still required, particularly in technical aspects and system usability. Therefore, continuous improvement efforts are necessary to enhance public service quality, making it more responsive and oriented toward user satisfaction.

Advances in information technology have changed the way humans obtain and manage information, including in the world of education. School websites have become an important medium for conveying academic, administrative, and school activity information quickly and efficiently. However, not all educational institutions are able to optimize the functions of their websites. This study was conducted to determine user satisfaction with the website of SMP Negeri 5 Kota Jambi using the Webqual 4.0 model and Importance Performance Analysis (IPA). The research method used was a descriptive quantitative approach with data collection through the distribution of questionnaires to 291 respondents from a total population of 1,065 students. The analysis was conducted by measuring the three main dimensions of Webqual 4.0, namely usability quality, information quality, and service interaction quality, then using IPA to map service improvement priorities. The results showed that most users were satisfied with the quality of the website, particularly in  terms of ease of use and service interaction. However, the timeliness of information updates and the responsiveness of the display on mobile devices still needed improvement. Recommendations for improvement focused on the dimensions in the "Concentrate Here" quadrant of the IPA analysis.

This study aims to analyze the performance of Android-based attendance applications used at PT PLN ULP West Sumba by integrating two evaluation methods, namely WebQual 4.0 and Importance Performance Analysis (IPA). This attendance application functions to monitor employee attendance digitally so that it is expected to be able to improve the efficiency and accuracy of data recording. Evaluations are conducted to assess the extent to which the application meets the needs of users as well as the expected performance. WebQual 4.0 is used to measure the quality of user experience in terms of ease of access, interactivity, trust, and satisfaction, while IPA is used to compare the level of user interest with application performance based on four main attributes: system quality, information quality, service quality, and usage quality. The research data was collected through a survey with questionnaires compiled according to WebQual 4.0 and IPA indicators, involving application users at PT PLN ULP West Sumba. The results show that the majority of users are satisfied with the ease of use and performance of the application, but there are aspects that need to be improved, especially the speed of the system and a more user-friendly interface design. The science analysis emphasizes that the quality of systems and information is a crucial factor that must be a priority for development. This research provides strategic recommendations for PT PLN ULP West Sumba to improve the performance of the attendance application and support the company's operational needs in a sustainable manner.

In Surabaya City, the City Government through the Transportation Agency developed the Suroboyo Bus and Trans Semanggi programs to address traffic congestion, limited public transportation, and the need for safe, comfortable, and environmentally friendly transportation. However, complaints are still found regarding limited facilities, irregular schedules, and suboptimal communication services, so that service performance evaluation is needed from the user's perspective. This study aims to analyze the performance of Suroboyo Bus and Trans Semanggi public transportation services at the Surabaya City Transportation Agency using five public service performance indicators according to Dwiyanto et al. (2021), namely productivity, service quality, responsiveness, responsibility, and accountability. The approach used is quantitative with the Importance Performance Analysis (IPA) method. The results of the study show an average expectation score (importance) of 4.18 and a reality score (performance) of 3.86 with an overall gap of -0.32, which means that the performance of Suroboyo Bus and Trans Semanggi services still does not meet public expectations. Through the IPA mapping, three attributes are in Quadrant I (high priority): the friendly and professional attitude of staff, the adequacy of on-board facilities, and the transparency of official information regarding schedules and service changes. A total of 13 attributes are in Quadrant II (maintained), 13 attributes in Quadrant III (low priority), and one attribute in Quadrant IV (excessive).

The development of value-added corn-based beverages representation an emerging opportunity within the agribusiness sector, particularly for student-led entrepreneurial initiatives seeking to utilize local agricultural resources. This study examines consumer perceptions of Zeagrain corn milk, a sweet-corn-derived drink positioned as a healthy, practical, and affordable alternative within the ready-to-drink market segment. The research aims to identify key attributes influencing consumer interest, evaluate perceived product performance, and assess the potential competitiveness of Zeagrain as a new agribusiness product. Data were collected using an online quantitative survey targeting respondents aged 17–35 years who represent potential urban consumers. The questionnaire measured demographic characteristics, consumption patterns of similar beverages, perceived importance and performance of product attributes, and purchase intention. The findings are expected to provide insights into consumer expectations regarding taste, packaging, nutritional value, and price. The results further serve as empirical input for improving product development strategies and enhancing the market readiness of Zeagrain. Ultimately, this study contributes to strengthening the commercialization prospects of corn-based beverages and supports innovation efforts among young agripreneurs seeking to optimize local commodities.  

This study aims to evaluate community satisfaction with the CSR Program of PT Pertamina Patra Niaga Fuel Terminal Samarinda focused on talent and interest development for children of the Butonese community in Sidodadi Urban Village. A quantitative approach was applied using the Community Satisfaction Index (IKM) survey instrument based on Ministerial Regulation PANRB No. 14 of 2017, supported by Importance Performance Analysis (IPA). Results indicate an IKM score of 84.18, which falls under the “very good” category. However, several priority attributes, such as scheduling accuracy and supporting infrastructure, require improvement. Recommendations include service quality enhancement, community engagement, and sustainability-based planning.

This research was conducted in February-April 2025 at the Tebing Suban Tourism, Talang Ulu Village, East Curup, Selupu Rejang District, Rejang Lebong Regency. So the purpose of this study was to determine visitor satisfaction with the services of the Tebing Suban tourist attraction, Rejang Lebong Regency. The method used in this sampling was by Accidental Sampling, a sampling technique based on coincidence, namely anyone who accidentally meets the researcher can be used as a sample, if it is considered that the person who happened to be met is suitable as a data source. The data analysis method used is quantitative descriptive and data processing is carried out using the help of the SPSS (Statistical Program for Social Science) and Microsoft Excel applications which are presented in the form of tables and tabulations, then data measurements are carried out with visitor satisfaction tools, namely Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). the results of the research that has been done, then several conclusions can be drawn, namely the results of the Importance Performance Analysis (IPA) based on the Cartesian diagram show that of the 20 service performance attributes of the Tebing Suban Tourism Object, there are 5 attributes that are considered very important and are the main priority in determining visitor satisfaction. Based on the calculation of the Customer Satisfaction Index (CSI), the satisfaction index value is 79.36%. This value is obtained from the Weighted Score divided by the Likert Scale value range.

Customer satisfaction is a key factor in business success and sustainability, especially in the competitive café industry such as in Bogor. Xyz Coffee Cafe, with its unique nature concept and guaranteed coffee product quality, strives to understand and meet consumer expectations in order to maintain its position in the market.The aim of this study is to analyse consumer satisfaction at Xyz Coffee Cafe using the Importance-Performance Analysis (IPA) method.This study uses a qualitative descriptive approach with quantitative analysis. Data was collected through questionnaires to 54 respondents who had visited Xyz B Coffee Cafe. The results of the analysis show that the cafe has a good performance in maintaining consumer interests in most attributes, with strategic recommendations to improve certain aspects to maintain and increase customer satisfaction.

Community service initiatives often struggle to meet the needs of beneficiaries. This study explores the application of Importance Performance Analysis (IPA) to improve the effectiveness of community service programs, using Solaria Restaurant’s customer service efforts as a case study. The research investigates the gap between beneficiaries’ expectations and their perceptions of delivered services.  Data is collected through surveys administered to a sample of Solaria Restaurant patrons who have benefitted from the restaurant’s community service programs.  By analyzing the importance and performance ratings provided by participants, the study identifies areas for improvement within Solaria’s service delivery. This research demonstrates the value of IPA as a tool for enhancing community service programs. By aligning service delivery with beneficiary expectations, organizations can maximize the impact of their efforts and create more meaningful community engagement.

This research was motivated by statements from pilgrims who had received the services of PT Maali Wisata Kota Martapura who felt very satisfied and trusted in the services provided such as facilities, individual services and accommodation, but there were no assessment ratings that had not been filled in on Google Maps. As for the problem formulation that has been carried out using the science method from Cartesian diagrams, it was found that there are variables that must be prioritized and paid attention to, and actions that need to be taken by paying attention to the variables of reliability and responsiveness, while the aim of this research is to find out the formulation of the problem that will be studied in this research. , this type of research involves direct involvement in the field (field research) with a descriptive quantitative approach which is not to test certain hypotheses, the testing method uses Validity, Reliability tests, and the IPA method or Cartesian diagrams (population 3,818, sample 97 respondents and Importance/interest instruments ( X) Performance/performance (Y)). As a result of research using the Importance Performance Analysis (IPA) method, it is known that the level of importance that needs to be considered and prioritized is the reliability and responsiveness variables. At the performance level, the variables that need to be leveled are responsiveness and tangibles.

Batu Basurek is one of the cultural tourist attractions in Tanah Datar Regency that has high historical value. As a tourist destination, Batu Basurek attracts both domestic and international tourists to learn more about the culture and historical heritage. However, the facilities at this location still do not meet the standards that should be possessed by a cultural tourist attraction. This research aims to analyze the level of importance and performance of tourist facilities in Batu Basurek.This research uses a quantitative descriptive method with a survey approach, where a questionnaire is used as a data collection tool. The analysis technique applied is Importance Performance Analysis (IPA) to measure the gap between the level of importance and the performance of tourist facilities. This research was conducted from January 14 to 20, 2025, with a total sample of 131 respondents.The research results show a gap between visitor expectations and the actual condition of the tourist facilities. The Total Suitability Index (TSI) of 152% indicates that the performance of the tourist facilities still needs improvement. Some attributes that require primary attention are hotels (69%) and prayer rooms, toilets, and trash bins (66%), as despite being considered important by visitors, their performance is still inadequate. Meanwhile, the friendliness of the community (73%) and restaurants (68%) show quite good performance and need to be maintained. Tourist attractions (62%) and souvenir shops (63%) provide quite high satisfaction levels, even though their importance levels are relatively lower. As for attributes like travel agents (61%) and information centers (61%), they are not the main priorities for improvement.

This study aims to analyze consumer desires and satisfaction with Mochi Crackers innovation products using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) approaches. Indonesia's food and beverage sector, especially snacks, continues to grow by creating innovative products such as Mochi Crackers, which adapts the traditional mochi snack into a modern product with a longer shelf life and crunchy texture. A survey was conducted involving 50 respondents from various backgrounds, using a Likert scale to measure the level of satisfaction and importance of product attributes. The results showed that the majority of consumers were attracted to this product because of its practicality, taste, and affordable price. Through the CSI analysis, a satisfaction index was obtained which shows the overall level of consumer satisfaction. Meanwhile, IPA analysis identifies product attributes that need to be improved to improve product quality and competitiveness in the market. This study provides recommendations to Mochi Crackers manufacturers to focus on improving the quality of packaging and promotion to strengthen the product's position in the market.

The rapid development of technology has led to innovations in various areas, including mobile payments. Mobile payments are one of the innovations in financial technology designed to facilitate online transactions. In Indonesia, there are numerous mobile payment service providers, making competition increasingly fierce. One of the popular e-wallets in Indonesia is ShopeePay, a service created by Shopee. This study aims to analyze the importance and performance levels of various electronic service quality factors and assess user satisfaction with ShopeePay. This research is a survey-based study with a sample of 100 respondents. The analysis was conducted using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) to measure the importance and performance of each ShopeePay service quality factor and the satisfaction of its users. The results show that out of 24 ShopeePay service quality factors, 13 were considered important by respondents. The average importance rating was 4.07, while the average performance rating was 3.94. This results in a harmony between importance and performance of 97%. The Customer Satisfaction Index (CSI) for ShopeePay services in the Banten area was 78.77%, placing it in the "satisfying" category. This study has several limitations, including its focus on the Banten area, a limited and homogeneous respondent group, potential bias from online surveys, and not accounting for external factors or long-term changes in user perceptions of ShopeePay.

User satisfaction can be measured through a variety of methods, including user satisfaction surveys, direct feedback, and analysis of user behavior data. This research aims to analyze user satisfaction withLearning Management System (LMS) Course Lean Manufacturing using methodImportance Performance Analysis (IPA). Through surveys and data analysis of 100 respondents from LMS users, we identified critical attributes that influence user satisfaction. The IPA method is used to assess the level of importance and performance of each attribute, with a focus on determining attributes that have a high level of importance but low performance. The results show that a particular attribute, which we identified as attribute A, has high importance but low performance. Therefore, improvements to attribute A are considered crucial for increasing LMS user satisfactionCourse Lean Manufacturing. The implications of these findings provide guidance for system developers and course organizers to focus on certain aspects to increase the effectiveness and user acceptance of learning platformsLean Manufacturing. This research contributes to further understanding of the factors that influence LMS user satisfaction in learning contextsLean Manufacturing.  

The high pedestrian activity and traffic flow in the education area on Jalan Raya Abepura-Sentani Jayapura City led to the provision of Pedestrian Bridges (JPO) in two locations, namely in front of the Cenderawasih University Auditorium (JPO-1) and in front of SMP YPPK Santu Paulus (JPO-2). This research was conducted to determine the suitability of the physical geometric standards of the pedestrian bridge and its level of effectiveness, as well as factors that affect pedestrian satisfaction in using the two Pedestrian Bridge (JPO) facilities. Geometric analysis was carried out using the standard of Pedestrian Bridge Planning Procedures for Urban Pedestrians (1995) and Technical Planning of Pedestrian Facilities (2023), calculation of the level of effectiveness using the volume of crossings, and analysis of service satisfaction using the Importance Performance Analysis (IPA) method. The results found that the condition of JPO-2 is better and meets the standards because it uses a slope that can be used by people with disabilities, while the slope on the steps of JPO-1 is too steep (40°) and narrow with a width of 1.4 meters, so the effectiveness level of JPO-2 is higher (67%) than JPO-1 (52%). Factors affecting user satisfaction are aspects of comfort, safety, and security.  The main obstacles in using the pedestrian bridge are dirty conditions, no lighting, the presence of people under the influence of alcohol or extortionists, and damage to the Pedestrian Bridge (JPO) facilities.

This research aims to examine what factors influence the level of customer loyalty of GeraiHALO Telkomsel Wonosobo, Central Java. The population in this study are customers who have subscribed or are currently subscribing to Telkomsel Kartu HALO, simPATI and AS product services, having subscribed for at least six months. Determining the sample in this research used the probability sampling method. This analysis uses the Importance Performance Analysis (IPA) method which is used to determine the level of importance and perception (expectations) of the Marketing Mix towards customer satisfaction implemented by the company. The results of the IPA analysis show that the dominant factors influencing customer loyalty are product quality, price, distribution variables. and promotion variables in this research are quite good in explaining customer perceptions. The author's advice to companies is that companies create products that are superior in quality, and always maintain product quality, namely by always innovating products that are tailored to customer desires for the product. Apart from that, companies must always pay attention to customer complaints by minimizing customer complaints.

This research aims to analyze student satisfaction with computer laboratory services at STMIK WIDURI using the Importance Performance Analysis (IPA) approach. This investigation found that the quality of service received by students did not meet expectations. High priority, high quality equipment, laboratory technician workshop, services accessible to students, availability of laboratory technicians, easy access to laboratory technicians. STMIK WIDURI Analysis of student satisfaction with computer practicum is expected to increase priorities for the first quarter.

This study aims to assess patient satisfaction and analyze the quality of dental health services at Svarta Dental Care Bandung clinic. Using a descriptive research design with a sample size of 30 people and accidental sampling, the research instrument was a questionnaire. Data analysis included univariate analysis and Importance Performance Analysis (IPA) using a Cartesian diagram. The results indicated a high level of conformity between reality and expectations across five quality dimensions, emphasizing the need for regular evaluations and improvements in service quality to enhance patient satisfaction.

The rapid development of technology and communication has had a major influence on human life, making it easier to access information such as websites. The role of a website is very important for success, especially in higher education. Based on this, Nahdaltul Ulama Sunan Giri Bojonegoro University built a student credit point system (SPEKMA) where this system is able to make it easier to save credit point values ​​for each activity that is determined based on an assessment of the achievements and activities that have been achieved by a student. The aim of this research is to determine the quality of the student credit points system (SPEKMA) website using the Webqual 4.0 model and Importance Performance Analysis (IPA). This research uses Webqual as the basis for creating a questionnaire and Importance Performance Analysis (IPA) as an analytical tool in the form of Gap Analysis and Cartesian quadrants. This research used proportionate stratified random sampling with a total of 91 respondents who were active students at Nahdaltul Ulama Sunan Giri University, Bojonegoro. Based on the results obtained, it shows that the overall quality of the SPEKMA website of Nahdlatul Ulama Sunan Giri Bojonegoro University is not quite in line with user expectations. This is evident from the calculation results that the information quality variable results in a negative GAP gap (where the average importance value is greater than the average performance) with an average importance value of 4.12, an average performance value of 4.08. There are indicators that do not meet the interests and expectations of users.