Analysis of Service Quality on Lestari Seserahan SME Customer Satisfaction with the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Methods

Fransisca Debora; Nadia Fasa; Hamdani Aris Sudrajat; Astrie Apriliani

doi:10.22441/ijiem.v4i1.19198

Penulis

Fransisca Debora Universitas Singaperbangsa Karawang, Indonesia
Nadia Fasa Universitas Singaperbangsa Karawang, Indonesia
Hamdani Aris Sudrajat Politeknik META Industri Cikarang, Indonesia
Astrie Apriliani Politeknik META Industri Cikarang, Indonesia

DOI:

https://doi.org/10.22441/ijiem.v4i1.19198

Kata Kunci:

Customer, Satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA)

Abstrak

Lestari Seserahan is a business unit engaged in offering services, utilizing business digitalization to promote its business to achieve customer satisfaction. Customer satisfaction can, of course, be influenced by various factors such as the number of manufacturers offering in the same field, the price and quality offered, and the location of available business locations. Based on this, Small and Medium Enterprise (SME) business actors want to know the factors that can influence customer satisfaction so that there are no wrong steps in determining what strategy will be used to make improvements and maintain the level of customer satisfaction using the Customer Satisfaction Index (CSI) method and Importance Performance Analysis (IPA) method. The purpose of the CSI method is to determine customer satisfaction. In contrast, the IPA method aims to identify attributes based on their respective importance and is illustrated using a Cartesian diagram. The calculations using the CSI method yield results of 92.20% and are included in the "Very Satisfied" category, followed by the IPA method, which is described in the Cartesian diagram that no attributes are included in Quadrant I (Top Priority). In Quadrant II (Maintain Achievement), attributes 1, 2, 3, 9, 10, 11, 12, 13, 14, 15, 17, and 19. In Quadrant III (Low Priority), namely attributes 4, 5, 6, 7, 16, and 18. In Quadrant IV (Excessive), only one attribute is included in the plotting of this quadrant, namely attribute 8.

Unduhan

Data unduhan belum tersedia.

Referensi

Alghifari. (2019). Mengukur Kualitas Layanan dengan Indeks Kepuasan, Metode Importance Performance Analysis (IPA) dan Model Kano. BPFE.

Asfary, O. R. (2018). Analisis Kepuasan Pelanggan menggunakan Pendekatan Importance Performance Analysis dan Customer Satisfaction Index. Universitas Islam Indonesia.

Choriah, & Nurmiati, E. (2021). Analisis Kepuasan Pengguna Whatsapp Sebagai Media Knowledge Sharing Menggunakan Metode Pieces. Jurnal Teknologi, 14(1), 61–68. https://doi.org/10.24853/jurtek.14.1.61-68

Darmawan, S. B. (2009). Perancangan Meja dan Kursi Pada Alat Pemotong Bulu Industri Shuttle Cock Merk T3 Berdasarkan Pendekatan Antropometri di Kelurahan Serengan Surakarta. Universitas Sebelas Maret.

Devani, V., & Rizko, R. A. (2016). Analisis Kepuasan Pelanggan dengan Menggunakan Metode Customer Satisfaction Index (CSI) Dan Potential Gain In Customer Value (PGCV). Jurnal Rekayasa Dan Manajemen Sistem Informasi, 2(2), 24–29.

Halim, F., Kumiullah, Z., Butarbutar, M., Efendi, Sudarso, A., Purba, B., Lie, D., Sisca, Simarmata, H. M. P., Permadi, L. A., & Novela, V. (2021). Manajemen Pemasaran Jasa. Yayasan Kita Menulis.

Hardi Purba, H., Debora, F., Jaqin, C., & Adiyatna, H. (2021). Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Healtcare. Jurnal Teknologi Dan Manajemen, 19(1), 33–40. https://doi.org/https://doi.org/10.52330/jtm.v19i1.22

Herlina, V. (2019). Panduan Praktis Mengolah Data Kuesioner Menggunakan SPSS (P. A. M. Komputindo (ed.)).

Hidayat, F. N. P. (2020). Analisis Tingkat Kepuasan Nasabah Terhadap Kualitas Pelayanan BRI Syari’ah Dengan Metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Institut Agama Islam Negeri (IAIN).

Hirzan, A. (2019). Analisis Kepuasan Pelanggan PT. Samudera Surabaya Logistik Dengan Implementasi Marketing Mix 4P Menggunakan Metode Importance Performance Analysis. Politeknik Perkapalan Negeri Surabaya.

Kotler, P. (2005). Manajemen Pemasaran. PT. Prenhallindo.

Kusumadiningrum, R. (2020). Analisis Kualitas Pelayanan untuk meningkatkan Kepuasan Pelangggan pada Kantin ITN Malang Kampus 1 menggunakan Metode Service Quality. Jurnal Valtech (Jurnal Mahasiswa Teknik Industri), 3(2), 177–182.

Lestari, S., & Pratama, S. A. (2018). Analisis Tingkat Kepuasan Pelanggan Di Pasar Sore Purijaya Tangerang Dengan Metode Swot. Jurnal Teknik: Universitas Muhammadiyah Tangerang, 7(2), 95–101.

Rusmawati DJ, Y., Nur Azizah, L., & NajiahEvi, F. (2021). Total Quality Management. CV Media Sains Indonesia.

Sihotang, F. P., & Oktarina, R. (2022). Penggunaan Metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) Dalam Menganalisis Pengaruh Sistem E-Service Terhadap Tingkat Kepuasan Pelanggan. Jurnal Teknologi Sistem Informasi, 3(1), 1–12.

Tjiptono, F. (2006). Manajemen Jasa. And Offset.

Umam, R. K., & Hariastuti, N. P. (2018). Analisa Kepuasan Pelanggan dengan menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Seminar Nasional Sains Dan Teknologi Terapan VI, 339–344.