EVALUATING THE CUSTOMER SATISFACTION ON THE SERVICE QUALITY OF TULANGAN SIDOARJO NEW MARKET PARKING

Authors

  • Kurnia Hadi Putra Institut Teknologi Adhi Tama Surabaya, Indonesia
  • Ita Suhermin Ingsih University of Islam Malang
  • Ramadhani Stevian Darmawan Institut Teknologi Adhi Tama Surabaya, Indonesia

DOI:

https://doi.org/10.33474/jice.v2i2.14691

Keywords:

Parking Facilities, Customer Satisfaction, IPA.

Abstract

The evaluation of customer satisfaction becomes a vital aspect for investigating the satisfaction level of customer toward the parking service at Tulangan New Market. This research aimed at improving the service quality and performance of parking facilities at Tulangan New Market. It also intended for investigating the characteristic of customer who frequently use the parking facilities. To ease the data analysis, the researcher used Important Perfomance Analysis (IPA) method. The assessment upon 60 respondent concerning the satisfaction and interest was portrayed in quadrant 1, whereas quadrant 2 only had 1 point of questionnaire instrument. Quadrant 3 in the cartesian diagram only gained 2 questionnaire instrument and quadrant 4 had 8 questionnaire instrument. Accordingly, the respondents were satisfied with the performances of 8 questionnaire instrument because quadrant 4 earned the most points. The conclusion, the customers of parking felt satisfied with existing service of parking facility.

Author Biographies

Kurnia Hadi Putra, Institut Teknologi Adhi Tama Surabaya, Indonesia

Civil Engineering Department

Ita Suhermin Ingsih, University of Islam Malang

Civil Engineering Department

Ramadhani Stevian Darmawan, Institut Teknologi Adhi Tama Surabaya, Indonesia

Civil Engineering Department

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Published

2022-02-20

How to Cite

Putra, K. H., Ingsih, I. S., & Darmawan, R. S. (2022). EVALUATING THE CUSTOMER SATISFACTION ON THE SERVICE QUALITY OF TULANGAN SIDOARJO NEW MARKET PARKING. Journal Innovation of Civil Engineering (JICE), 2(2), 89–95. https://doi.org/10.33474/jice.v2i2.14691

Issue

Vol. 2 No. 2 (2021)

Section

Articles

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Journal Innovation of Civil Engineering (JICE) with registration number ISSN 2775-5592 (online) published by Universitas Islam Malang by applying for copyright and License.


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