Analysis Of Customer Satisfaction At PT. Sela Kontes Produksi Using Servqual, Csi, And Ipa Methods

Kurniawan, Mohammad Yazid (2024) Analysis Of Customer Satisfaction At PT. Sela Kontes Produksi Using Servqual, Csi, And Ipa Methods. Sitekin: Jurnal Sains, Teknologi Dan Industri, 21 (2). pp. 262-270. ISSN 2721-2041

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Abstract

PT. Sela Kontes Produksi is a company in Gresik district that organizes services for children's photo competition events. A significant decrease in participants is a problem PT Sela Kontes Produksi faces due to unresolved customer complaints. This research aimed to determine customer satisfaction with service quality and evaluate the level of service at PT Sela Kontes Produksi. The methods used are Servqual (Service Quality), CSI (Customer Satisfaction Index), and IPA (Importance Performance Analysis). Data was collected by distributing questionnaires to 60 respondents who were service users of PT Sela Kontes Produksi. The results of all questionnaire variables distributed were declared valid and reliable. Servqual data processing results in 7 attribute variables getting negative servqual scores, namely variable T1 (-0.10), T2 (-0.07), T3 (-0.10), T4 (-0.05), RS1 (-0.01), E3 (-0.07), E4 (-0.03). The results of CSI processing are known to get a value of 84.56%, which means that customers are "delighted" with the services provided. The results of IPA data processing show that the T4 variable is in quadrant 1, which means that this variable is the top priority for quality improvement.

Item Type:	Article
Uncontrolled Keywords:	Customer Satisfaction, Servqual, Csi, Ipa
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	Mohammad Yazid Kurniawan
Date Deposited:	16 Aug 2024 02:45
Last Modified:	16 Aug 2024 02:45
URI:	http://eprints.umg.ac.id/id/eprint/10954

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