Analisis Kepuasan Pelanggan Terhadap kualitas Pelayanan dengan Metode Servqual, Customer satisfaction Index dan Importance Performance Analysis pada Percetakan Dwi Jaya Mulia Gresik

Kusuma, Farid Andi (2022) Analisis Kepuasan Pelanggan Terhadap kualitas Pelayanan dengan Metode Servqual, Customer satisfaction Index dan Importance Performance Analysis pada Percetakan Dwi Jaya Mulia Gresik. Journal on Education, 5 (1). pp. 1431-1441. ISSN 2654 - 5497

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Abstract

In order for business owners to increase and maintain customer happiness, this study explores whether there are significant differences in perceptions and expectations of service quality. The author uses quantitative analysis. Data was collected through surveys and analyzed using IPA (Importance Performance Analysis), CSI, and Service of Quality (Customer Satisfaction Index) procedures. The survey findings show that, although customers are satisfied with the services provided, they are subpar. This is evidenced by the findings of a study on a customer satisfaction level of 82% as measured by CSI (Customer Satisfaction Index) techniques or procedures. Five qualities indicated in quadrant I (top priority) and four qualities indicated in quadrant II (maintain achievement), indicating outstanding service quality

Item Type:	Article
Uncontrolled Keywords:	Customer Satisfaction Index (CSI), Service Quality, Key P erformance Analysis (IPA), Quality
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	Farid Andi Kusuma
Date Deposited:	17 Feb 2024 16:48
Last Modified:	17 Feb 2024 16:51
URI:	http://eprints.umg.ac.id/id/eprint/11366

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