Integrating Aspect-Based Sentiment Analysis with CSI–IPA for Telecommunications App Development

Pharmaceutical distributionindustry competitionis very tightto makethe customershould beunitedinnumberbecause the customeris an assetpharmaceutical distribution company. Customers demandedthe bestservice of deliveryand quality. whilepharmaceutical industrieshave not beenable toserve our customers,so thatthere is a differencebetween what thecustomer wantswith whatcustomersget fromthe company. The aims of this study are to analyze importances and performances factors that contribute to the customers’ satisfaction, and loyalty of PT Sawah Besar Farma, and to formulate the managerial implications towards the increase of its service quality attributes, in order to give the best strategy for quality customer service. Validity and reliability tests are done before analyzing data. The method used are descriptive analysis, Importance Performance Analysis (IPA), Structural Equations Modelling (SEM), Customer Satisfaction Index CSI), and Customer Loyalty Index (CLI). Based on IPA, the attributes that should be improved are: product completeness, the availabilty of stock, and times to delivery. Based on SEM, the dimensions of servqual that give the highest contribution to the customer satisfaction are tangibility, as much as 0,18. It is followed by reliability 0,17, assurance 0,15, responsiveness 0,14, and empathy 0,14. And then based on Customer satisfaction Index (CSI) The company’s customers are generally satisfied is 78 %, and the Customer Loyalty Index is 80 %. The influnce of the customers’satifaction to their loyalty is 81 %. It means that the satisfied customers are loyal to the company. Keywords: PT. Sawah Besar Farma, satisfaction, loyalty, Analysis SEM, IPA, CSI, CLI.

WeTV is one of the video on demand streaming services, or what is usually called a video streaming application service provider based on applications and websites. Several problems have occurred with the WeTV application. Such as applications that are incomplete / lack updates to the content provided, user complaints that cannot be resolved by WeTV, and applications that suddenly error. Therefore, the application was analysed using the E-servqual, IPA (Importance Performance Analysis) and CSI (Customer Satisfaction Index) methods. The main objective of this research is to assess the level of user satisfaction with the WeTV application and identify areas that need improvement. Based on the test results using E-servqual, the attributes tested are Efficiency, Responsiveness, Compensation, Fulfillment, System Availability, Privacy and Contact, the results show that the overall expectation value is higher than the perception value (reality) and the Q ≤ 1 value is 0.68. In the IPA method, a cartesian diagram is obtained in each quadrant. The results on CSI get a value of 64.21% with a fairly satisfied category. Therefore, the application does not meet the standards or cannot be said to be good because it does not meet the standards of user expectations

Contractor performance is the main factor that determines the success of a construction project. Objective and measurable performance evaluation is needed to ensure the quality, timeliness, and cost efficiency of the agreed project implementation, especially in the Cipta Karya field of the PUPR Office of Central Kalimantan Province. This study aims to identify factors that affect contractor performance, measure the level of performance, and develop appropriate improvement strategies. The methods used are the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA), with data collection through questionnaires to 44 respondents. Based on the results of the CSI analysis, the contractor’s performance is in the “Very Satisfied” category for most aspects, with the following values: Work Quality Aspect 82.350%, Implementation Time Aspect 81.243%, Implementation Cost Aspect 80.038%, Occupational Safety and Health (K3) Aspect 87.500%, Communication and Coordination Aspect 84.994%, Environmental Aspect and Work Sustainability 79.660%, and Resource Management Aspect 83.180%. From the results of the IPA analysis, the dominant factors in quadrant A are the resolution of construction defects, handling project delays and acceleration efforts, efficient use of resources, coordination between subcontractors, workers, and supervisors, resolution of technical constraints, implementation of work with minimal environmental impact, application of environmentally friendly construction materials, overcoming resource limitations, and management of equipment and materials. The contractor performance improvement strategy is focused on several important steps: improving quality control to align with technical specifications, preparing a realistic project schedule based on resource capacity, strengthening communication and coordination, and implementing occupational safety and health. These steps are intended to increase effectiveness and productivity in project implementation. Keywords: Contractor performance, Customer satisfaction index, Importance performance analysis, Performance improvement strategy

The implementation of Indonesia's Measured Fishing Policy, a pivotal shift from an input-control to an output-control (quota-based) system, has been delayed due to critical readiness gaps. This study assesses the readiness of Indonesia's major ocean fishing ports to support this policy, focusing on the Nizam Zachman and Cilacap Ocean Fishing Ports. Utilizing a mixed-methods approach, the research evaluated physical infrastructure availability and employed the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) to gauge user satisfaction and prioritize improvements. Data were collected from 140 fisheries actors via purposive sampling between November 2024 and January 2025. This study showed a critical disconnect between physical infrastructure and service quality. Facility availability was rated at 93 % at Nizam Zachman and 86 % at Cilacap, classifying both ports infrastructure as “very adequate”. Nizam Zachman demonstrated superior basic and functional infrastructure, whereas Cilacap showed deficits in key assets like watchtowers. However, CSI scores for user satisfaction were slightly lower, at 69.8 % for Nizam Zachman and 70.4 % for Cilacap, classifying them as merely “satisfied”. The IPA further identified key bottlenecks hindering policy implementation, prioritizing document processing speed, port capacity, and mooring infrastructure as urgent areas for improvement. The study concludes that, for the Measured Fishing Policy to succeed, strategic investments must move beyond basic infrastructure to address the operational and service inefficiencies that directly impact user effectiveness and compliance. ------------------------------------------------------------------------------Cite this article: APA Style:Basoeki, S. S. P., Suadi, & Djumanto. (2026). Assessing Indonesia’s fishing port readiness for implementing the Measured Fishing Policy through facility and service quality assessment: Evidence from two ocean fishing ports. Maritime Technology and Research, 8(2), 283032. https://doi.org/10.33175/mtr.2026.283032 MDPI Style:Basoeki, S. S. P.; Suadi; Djumanto. Assessing Indonesia’s fishing port readiness for implementing the Measured Fishing Policy through facility and service quality assessment: Evidence from two ocean fishing ports. Marit. Technol. Res. 2026, 8, 283032. https://doi.org/10.33175/mtr.2026.283032 Vancouver Style:Basoeki SSP, Suadi, Djumanto. (2026). Assessing Indonesia’s fishing port readiness for implementing the Measured Fishing Policy through facility and service quality assessment: Evidence from two ocean fishing ports. Marit. Technol. Res.8(2):283032. https://doi.org/10.33175/mtr.2026.283032 ------------------------------------------------------------------------------ Highlights Fishing port readiness is critical to the implementation of Indonesia’s Measured Fishing (quota-based) Policy. Facility availability at major ocean fishing ports is high, but service quality and operational performance remain moderate. A combined CSI–IPA approach reveals key administrative and infrastructure bottlenecks hindering quota policy implementation. Document processing speed, port capacity, and mooring facilities are priority constraints across ports. Policy success requires shifting investments from basic infrastructure provision to service efficiency and digital administration.

Robbani Snack was a micro, small, and medium enterprise (MSME) located in Gading Rejo District, Pringsewu Regency, Lampung. It was established in 2010 and operated in the snack food sector. At the time, Robbani Snack’s cassava chips experienced a decline in sales (slow-moving), and in some cases, they were sold close to their expiration dates. This condition indicated the need for an analysis of the importance and performance level of product attributes, as well as consumer satisfaction, in order to determine improvement priorities and enhance competitiveness. The study aimed to identify consumer characteristics, analyze the importance and performance levels, and assess consumer satisfaction with Robbani Snack's cassava chips product based on the 4P marketing mix (product, price, promotion, and place). This research employed descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI) to achieve its objectives. The results based on the IPA showed that the attributes in quadrant I (top priority) included uniformity of shape, packaging design, and ease of product availability. Attributes in quadrant II (maintain performance) included taste, crispiness, halal label, expiration date, price, and the location and convenience of purchase. Attributes in quadrant III (low priority) included flavor variants, color, packaging size, social media advertising, and specific discount offers, while quadrant IV (excessive) included thickness and discount offers during certain events. The Customer Satisfaction Index (CSI) calculation showed a consumer satisfaction level of 77.02%, indicating that the product had met consumer expectations. Keywords: Cassava chips, IPA, CSI

ABSTRACT
 
 SALVINA. Analysis of Satisfaction against Green Transportation. Supervised by AKBAR RIZKI and INDAHWATI.
 
 One of the stages of the Green Campus 2020 program as an effort of IPB towards World Class University (WCU) is to carry out the Green Transportation (GT) movement. Buses, electric cars, bicycles and electric motorcycle taxis are the GT transportation modes in IPB. The purpose of this study was to determine the level of satisfaction of GT users and identify attributes that are important and need to be improved so that the GT service system can be improved. This study uses survey data conducted by researchers on undergraduate students who use GT transportation mode in the past week. The sampling method used is random layered sampling with layers in the form of faculties. The analytical methods used are Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), biplot analysis, and simple correspondence analysis. The CSI value obtained is 2.96 (1-4 scale) with a CSI percentage of 74% in other words the user is satisfied with the service he receives. The aspects that need to be improved are aspects of empathy and reliability on electric cars and assurance on bicycles, while other aspects have been considered good. Biplot analysis shows the diversity of satisfaction obtained from aspects (reliability, empathy, tangibles, assurance, and responsiveness) is the same. Simple correspondence analysis shows students of the Faculty of Veterinary Medicine (FKH), Faculty of Animal Husbandry (FAPET), Faculty of Forestry (FAHUTAN), and General Competency Education Program (PPKU) often use electric cars. Faculties that often use buses are Faculty of Agriculture (FAPERTA), Faculty of Agricultural Technology (FATETA), Faculty of Fisheries and Marine Sciences (FPIK) and Faculty of Mathematics and Natural Sciences (FMIPA). The mode of bicycle transportation cannot be characterized in any faculty because at least the respondents use it.
 
 Keywords: biplot, green transportation, IPA-CSI, simple correspondence
 

In Daerah Istimewa Yogyakarta (DIY), wetland rice agro-tourism grows rapidly and is in demand as the medium of education about agriculture. The attractions include planting rice and ploughing fields. This study aim was to determine the consumer satisfaction level of wetland rice agro-tourism. This research was conducted at Pentingsari Tourist Village, Yogyakarta, because it offers wetland rice agro-tourism. The respondents were 70 people, it was determined by accidental sampling. The CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) were used to determine consumer satisfaction. The attributes were derived from the servqual dimensions (tangibles, reliability, responsiveness, assurance and empathy). The results have revealed high satisfaction level of consumers from DIY and outside DIY, however, there are several aspects that need improvement. Consumers had different evaluation over the attributes of services. To rise the satisfaction of consumers from DIY, wetland rice attraction must be packaged more attractively by improving the tour guides in term of communication skills. To improve the satisfaction of visitors from outside DIY, homestay facilities need to be enhanced without leaving the uniqueness of countryside and the guarantee of safety.

Happy Cow Steak is a restaurant in Bogor which offers western menu with steak as its main product. The aim of this research was to find out the characteristic of Happy Cow Steak’s consumers, buying decision process, and consumer satisfaction. There were 90 respondents participating in this reserach. The methods used in this study were descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research showed that the majority of consumers who visited Happy Cow Steak Restaurant were women, 21-30 years old, income between Rp 500.000 to Rp 1.499.999 per month, bachelors and senior high school, graduate students, not married, and lived in Bogor. There were five stages which the happy cow steak consumers had in their buying decision making process, i.e. need recognition, information search, alternative evaluation, purchase decision, and post-purchase behavior. Importance Performance Analysis (IPA) showed that the steak cutlery availability, restaurant cleanness, and restaurant comfort were the priority to be improved to meet customer satisfaction. Based on Customer Satisfaction Index (CSI) test, consumer satisfaction level of Happy Cow Steak Restaurant was 71, 94 percent implying that the customers were satisfied.

The rise of coffee shops in Bandar Lampung causes people to have many choices according to the wishes of the community. One of the coffee shops that has survived the rapid development of the coffee shop business in Bandar Lampung is KL Coffee. This final project aims to describe the characteristics of KL Coffee consumers, analyze the level of satisfaction and recommendations for improvement of KL Coffee priorities, as well as to determine the loyalty of KL Coffee consumers. The sampling technique used in this study is Accidental Sampling. Respondents in this study amounted to 52 respondents. The data analysis methods used are descriptive analysis, Customer Satisfaction Index (CSI) analysis, Importance Performance Analysis (IPA), and Net Promoter Score (NPS). The results showed that the characteristics of KL Coffee respondents were 78.85% of respondents aged 21-25 years, dominated by female consumers as many as 61.54% of respondents, as many as 88.46% of respondents were unmarried, 50% of respondents had a D4/S1 education, with 46.15% of respondents have pocket money/income per month as much as Rp. 500,000 – Rp. 2,500,000, as well as family members 1-4 people as much as 50% of respondents and 5-8 people as much as 50% of respondents. The results of the analysis using the Customer Satisfaction Index (CSI) method show that the level of customer satisfaction is 87.80% which is included in the very satisfied category. Recommendations for improvement for KL Coffee are instruments that are in quadrant I of the Cartesian diagram of Importance Performance Analysis (IPA) there are 4 instruments, namely consumers hope that the price of products offered by KL Coffee is affordable with quality, consumers hope that the products served have a stable taste in every season. the presentation. The results of the calculation of the Net Promoter Score (NPS) obtained a result of 30.77% which is included in the loyal category.

The spread of the virus makes the presence of health facilities very important. The public health center must provide health services to improve the health status of the community. Its operation, there are several complaints about the existing facilities at the Kedamean Gresik Health Center, so it is necessary to research the quality of service in that place. The purpose of this study is to analyze the value of service satisfaction and determine the attributes that need to be evaluated to improve services at the public health center. Data was collected by distributing questionnaires to 100 respondents who were patients at the public health center. The data obtained were processed using the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) methods. The results showed a customer satisfaction index of 70.8% which means that customers at the Kedamean Gresik Health Center are satisfied with the services provided, but it is necessary to make improvements in certain attributes. Based on the results of the analysis of attributes that need to be improved, they consist of A3, B2, B3, C2, C3, and E1 in quadrant B, and service attributes consisting of A2, A4, C1, and D1 in quadrant A.

User satisfaction can impact reuse and foster user loyalty. If users feel dissatisfied, they may potentially switch to other competitors. This can impact the sustainability of the company in the future, particularly for Maxim, an online transportation company. Therefore, it is crucial for the company to understand user satisfaction levels to improve specific aspects and achieve desired user satisfaction. This research aims to determine the satisfaction levels of young generation with the Maxim app in Jakarta using the End User Computing Satisfaction (EUCS) approach. EUCS is used to measure the satisfaction of end users with the Maxim application system. An online questionnaire was distributed through Google Form, gathering data from 100 respondents who have used the Maxim app in Jakarta. The data was analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). From the CSI calculation, it was found that the level of satisfaction of young generation users on the Maxim application in Jakarta obtained the “Satisfied” criteria. Furthermore, IPA results indicated that improving the effectiveness of the screen display and ensuring prompt driver allocation in the app were prioritized for Maxim. Easy menu navigation, user-friendly interface design, easy-to-use features, and displaying real-time information in the app were identified as aspects to maintain, as users rated these aspects as important and satisfied. Thus, this research is expected to assist the company in improving user satisfaction by identifying areas for improvement to increase the effectiveness and quality of user experience when using the Maxim app.

Karian Dam is a Banten provincial mega project located in Lebak. Precisely in four sub-districts in Lebak district covering Sajira, Maja, Cimarga, and Rangkasbitung Districts. Karian Dam's plan will stem the flow of Ciberang river. Karian Dam when viewed in its function, this dam is a multipurpose dam type, with more than one benefit such as: for providers of irrigation water, electricity, raw water, flood control, fisheries, recreation and others so. This study uses a field survey method by observing the location of the Karian Dam development project to evaluate customer satisfaction with the performance of the large contractor project management at the Karian dam and distributing questionnaires used to measure project management performance from the point of view of satisfaction and importance. Further evaluation by three methods: methods of customer satisfaction index (CSI), gap analysis method, and the method of importance performance analysis (IPA). The customer satisfaction level with the implementation of project management is 68,64%, based on CSI analysis including satisfied category. The result of gap analysis, the highest total gap score is 84 which means that customers is very dissatisfied with the performance of the project completion time (S2), and the lowest total gap is 29 which means that customers is very satisfied with the performance of the prioritizing owner’s needs (S30). Meanwhile, based on IPA method, suitability of project reports with actual conditions (S6) became a priority indicator that needs to be improved in order to achieve the satisfaction of serice user better yet. Keywords : Customer Satisfaction, Project Management, Customer Satisfaction index (CSI), Importance performance analysis (IPA).

The purpose of this research is to improve the quality of service strategy in the laboratory of the Umu Bahtermas Hospital, Southeast Sulawesi Province. This type of research is quantitative by describing the results of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The sample in this study were 95 respondents. Research using SPSS software and Windows software. The results of the analysis show that in the Importance Performance Analysis (IPA) results there are 4 attributes that need to be improved, namely: The laboratory provides a place for washing hands, Timeliness of service (time of registration), laboratory personnel respond patiently to each patient's questions and officers are able to provide solutions to problems experienced by patients. In the analysis of the Customer Satisfaction Index(CSI) it is known that the level of patient satisfaction is 82.75 with the category of Very Satisfied CSI criteria. Bahteramas General Hospital in Southeast Sulawesi Province pays more attention to the existing facilities in the laboratory and improves the quality of good service to patients.

This study aims to evaluate the performance of Customer Relationship Management (CRM) in MSMEs of Saladin Kentang Magic using the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) approaches. A further goal is to formulate a marketing strategy based on the results of the evaluation. The study used a quantitative descriptive method with data collection techniques through questionnaires distributed to 100 respondents of Saladin Potato Magic customers. The research variables include five dimensions of CRM service quality: tangible, reliability, responsiveness, assurance, and empathy. The results of the study showed a CSI value of 76.83% which showed that customers were "satisfied" with the performance of the CRM. The IPA analysis identified priority attributes for improvement in quadrant I, namely the ease of contact through social media and the speed of response to complaints. Attributes in quadrant II that need to be maintained include product variety, product quality, and employee friendliness. The implication of this study is the need for a marketing strategy that focuses on strengthening social media management, improving the complaint handling system, and maintaining product quality as a competitive advantage for Saladin Potato Magic MSMEs.

Public bus systems are vital to achieving sustainable urban mobility in developing countries; yet, the quality of bus stops, a critical interface between users and transit services, remains widely overlooked. This study evaluates bus stop quality in Sulaymaniyah, Iraq, from bus users’ perspectives by integrating importance–performance analysis (IPA) and the customer satisfaction index (CSI) with level of conformity analysis (CR) using extensive, real-world survey data. The objective was to identify priority areas to help improve the quality of public bus stop provision in the city and ensure the most efficient allocation of resources by focusing on the quality attributes that matter most to bus users. The results highlight six critical service quality attributes that require immediate improvement due to their high importance to users and low service quality performance: (i) safety barriers to prevent traffic accidents while waiting at bus stops; (ii) accessibility of bus stops for elderly and disabled users; (iii) availability of signage and timetables/maps; (iv) overall bus stop quality; (v) narrow bus stop platforms; and (vi) waiting time at bus stops. Addressing these gaps is essential to enhance user satisfaction and ensure that users have a safer, more inclusive, and reliable PT experience. This study offers evidence-based recommendations to enhance bus stop design and service quality, thus contributing to improved user satisfaction and increased ridership. More broadly, the results can be applied to other rapidly urbanizing developing cities seeking to provide equitable, safe, and user-centered bus transit systems.