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Analysis of pedestrians’ sidewalk service

Mutiawati Cut, Suryani Fitrika, Faisal Ruhdi, Ahlan Muhammad

Transport Problems

2020

T. 15, z. 4, cz. 1

69--82

The presence of sidewalks is very important to support the safety, comfortability, and activities of pedestrians in CBD (Central Business District). Therefore, this study was conducted to analyze the service quality of the pedestrian lanes in two CBDs of Banda Aceh City using the Importance-Performance Analysis (IPA) method. The results showed most of the service quality variables of the sidewalks are in quadrant A (concentrate here), followed by C (low priority), D (possible over-skill), and B (keep up the good work). This means the qualities of the sidewalk services need to be improved to ensure their performances are in line with pedestrians’ expectations. This is necessary because most of the width and height of these sidewalks were found through field investigation not to meet government standards, whereas several obstacles were also discovered such as the presence of traders, merchandises, and parked vehicles, as well as the lack of seating facilities and disability lanes. These violations are part of the problems in many cities of Indonesia and other developing countries and are due to the lack of public awareness and supervision by the authorities. Therefore, further improvement is recommended to realize the expected pedestrian path.

Podejście do analizy IPA w badaniach satysfakcji klienta

Biesiok G., Wyród-Wróbel J.

Problemy Jakości

2015

R. 47, nr 6

26--31

Analiza IPA (Importance-Performance Analysis) to proste narzędzie, stosowane po to, aby lepiej zrozumieć zadowolenie klientów i wskazać obszary, które wymagają priorytetowego potraktowania tzn. muszą zostać poprawione natychmiast. W artykule zestawiono ze sobą kilka podejść analizy IPA, zastosowano różne sposoby oceny ważności oraz pokazano trzy kryteria podziału macierzy na pola decyzyjne. Porównanie to może być użyteczne w przyszłych badaniach w celu doboru właściwego podejścia.

IPA analysis (Importance-Performance Analysis) is a simple tool used for better understanding customer satisfaction and identify areas, that require priority treatment, that must be corrected immediately. The paper summarizes some IPA approaches, uses various ways to evaluate the importance and shows three criteria for dividing the IPA matrix to decision-making fields. This comparison may be useful in future studies to choose an adequate approach.