Analysis of Performance and Importance Matrix to Determine the Implementation of Corporate Social Responsibility

DOI

10.2991/aebmr.k.200522.021How to use a DOI?

Keywords

CSR, PI matrix, customers

Abstract

One of the tasks of Higher Education is to carry out Community Service, in addition to other tasks namely education and teaching, and research. Community service is a form of university Corporate Social Responsibility (CSR) to the community, to apply knowledge in solving problems in society. Indonesia Open University Regional Kupang in 2017 until 2019 has conducted Community Service activities around the area, including making woven cloth, computer training, making banana chips, acid processing, making reading gardens, family medicinal plants, and sewing training. The activity was carried out as a form of caring, and involvement in efforts to empower communities around the campus. To determine customer satisfaction with performance, a study was conducted using a Performance Importance matrix analysis to customer satisfaction variables, including tangibles, reliability, responsiveness, assurance, and empathy. This is a descriptive quantitative research, Populations are all participants of training, while sample is sewing training participants as a purposive sampling. The results showed the following results: the average attributes of Tangibles (3.3; 3.23), Reliability (3.18; 3.33), Responsiveness (3; 3.31), Assurance (3.43; 3, 44) and Empathy (3,45; 3,4). Each has different managerial implications. For Tangibles is excessive because Performance> Importance, Reliability and Responsiveness are High Priority because P<I, while Assurance and Empathy are maintained because P and I are both high. What needs to be improved is the service on Reliability and Responsiveness.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Wise Rogate Silalahi
PY  - 2020
DA  - 2020/05/25
TI  - Analysis of Performance and Importance Matrix to Determine the Implementation of Corporate Social Responsibility
BT  - Proceedings of the 2nd International Seminar on Business, Economics, Social Science and Technology (ISBEST 2019)
PB  - Atlantis Press
SP  - 104
EP  - 108
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200522.021
DO  - 10.2991/aebmr.k.200522.021
ID  - Silalahi2020
ER  -