Customer and Financial Performance Analysis With The Importance Performance Analysis Methods

Ch, Irwan and Andari, Titiek T and Mukmin, Mas Nur (2020) Customer and Financial Performance Analysis With The Importance Performance Analysis Methods. STIESIA Surabaya, Surabaya.

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Abstract

Productive Economic Business - Joint Business Group (PEB-JBG) is an important part of the form of Micro, Small and Medium Enterprises (MSME) which has made a real contribution to the gross domestic product, employment and poverty alleviation in Indonesia. This study aims to analyze and understand the customer and financial performance of PEB-JBG in the City of Bukittinggi, West Sumatera and determine further development priorities. The analytical tool used is the Importance Performance Analysis to measure the expectations and performance of PEB-JBG customers and finances. Data collection using a questionnaire to PEB-JBG with non-probability sampling method, namely a technique that does not use a chance selection procedure, but based on the judgment of the researcher in the form of convenience sampling which contains the population elements that are deliberately selected. The level of conformity between performance and importance PEB-JBG is 95.27%, while the gap between performance and importance is 0.17. The existence of a gap between performance and importance can illustrate that the performance of PEB-JBG has not been fully maximized as expected. However, there is one indicator, namely fast and accurate service, which is in accordance with the importance and which exceeds importance there is also one indicator, namely: responsiveness to customer complaints. In general, indicators relating to financial reports are considered not very important for PEB-JBG, while those considered essential and reasonable are those related to indicators of price and product quality

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