Analysis of the influence of service quality on customer satisfaction using the customer satisfaction index and servqual methods: a case study of PT Charoen Pokphand Indonesia
DOI:
https://doi.org/10.22441/oe.2025.v17.i3.152Kata Kunci:
service quality, customer satisfaction, customer satisfaction index, Servqual, customer loyaltyAbstrak
This study analyzes the influence of service quality on customer satisfaction at PT Charoen Pokphand Indonesia Tbk., Makassar Branch, using the Customer Satisfaction Index (CSI) and SERVQUAL methods. A questionnaire was employed to measure satisfaction levels, while SERVQUAL assessed five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Results show a CSI score of 82.10%, placing customer satisfaction in the “Good” category. The responsiveness dimension had the largest gap, indicating a need to enhance service speed and responsiveness. Meanwhile, the tangible dimension had the smallest gap, suggesting potential improvements in physical aspects like cleanliness and facilities. Security concerns also emerged as a notable gap. Based on the gap analysis, improvements in tangible aspects and security systems are recommended to enhance customer loyalty and competitiveness.Unduhan
Referensi
Amerta, L., & Madhavi, I. (2023). Exploring Service Quality and Customer Satisfaction in the Service Industry: A Mixed-Methods Analysis. Journal on Economics, Management and Business Technology, 2, 1–16. https://doi.org/10.35335/jembut.v2i1.184
Arisanti, D., & Cahyani, L. N. (2024). Analisis kualitas pelayanan, harapan pelanggan, dan citra perusahaan terhadap kepuasan pelanggan pada pt andalan pacific samudra. Jurnal Ilmiah Manajemen Dan Bisnis (JIMBis), 3(1), 42–54. https://doi.org/10.24034/jimbis.v3i1.6238
Bima Aji Putra, Daffaessa Firgie, & Muhammad Raviandra Antares. (2024). Eksplorasi Pengalaman Pelanggan dan Kualitas Pelayanan di Uragawa Coffee. Journal of Management and Creative Business, 3(1), 140–149. https://doi.org/10.30640/jmcbus.v3i1.3547
Bodaghi, K. Noubar. H., & Rostamzadeh, R. (2018). The impact of customer satisfaction, customer experience and customer loyalty on brand power: Empirical evidence from hotel industry. Journal of Business Economics and Management, 19, 417–430. https://doi.org/10.3846/jbem.2018.5678
Decy Selvina, K., Hayati, R., Norkhaliza, S., Putri, S. K., Firliadi, M., & Salim, N. (2024). Analisis Aspek Pemasaran, Aspek SDM dan Aspek Lingkungan Industri Material Bangunan CV. Istana Batako Kecamatan Kandangan. Media Eletronik, 3(4), 139–147. https://doi.org/10.54259/manabis.v3i4.3581
Delvira, J. U. P., Vera, R., & Fatimah, A. (2020). Pengaruh kualitas layanan terhadap loyalitas pelanggan di spbu 34-17123 harapan indah – bekasi. Business Management Journal, 16.
https://doi.org/http://dx.doi.org/10.30813/bmj
Demirel, D. (2022). The effect of service quality on customer satisfaction in digital age: customer satisfaction based examination of digital CRM. Journal of Business Economics and Management, 23, 1–25. https://doi.org/10.3846/jbem.2022.15328
Earl R. Babbie. (2012). The Practice of Social Research, 13th Edition (13th ed.). Wadsworth Publishing.
Elfiansyah Parawu, H., & Taufik, A. (2024). Manajemen komplain dalam pelayanan publik di perusahaan listirik negara (pln). Https://Journal.Unismuh.Ac.Id/Index.Php/Kimap/Index, 5.
https://journal.unismuh.ac.id/index.php/kimap/index
Indajang, K., Candra, V., Sianipar, M., Sembiring, L., & Simatupang, S. (2023). The Effect of Service Quality and Price on Customer Satisfaction. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 4, 942–950. https://doi.org/10.47065/ekuitas.v4i3.3090
Islam, M., & Ahamed. (2023). Measuring Customer’s Satisfaction using SERVQUAL Model: A Study on Eastern Bank Limited. International Journal of Social Science and Business, 20, 23–33. https://doi.org/10.5281/zenodo.7654758
Khaidir Ali Fachreza, Mukhlis Harvian, Nasya Zahra, Muhammad Izzudin Islam, Muhammad Daffa, Miftahul Chair, & Mia Lasmi Wardiyah. (2024). Analisis Komparatif antara Probability dan Nonprobability dalam Penelitian Pemasaran. Jurnal Pajak Dan Analisis Ekonomi Syariah, 1(3), 108–120. https://doi.org/10.61132/jpaes.v1i3.248
Mahmud, A. (2022). The Effect of Service Quality on Customer Satisfaction. Point of View Research Management, 3(3), 263–276. https://journal.accountingpointofview.id/index.php/POVREMA/article/view/222
Muhammad Anas. (2024). Customer Satisfaction in the Hotel Industry: A Case Study from Makassar City. Journal of Economic Education and Entrepreneurship Studies, 5(3). https://journal.unm.ac.id/index.php/JE3S/index
Nawaz, F. (2022). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: A Case of Baking Sector of Pakistan. Journal of Applied Research and Multidisciplinary Studies, 2, 63–82. https://doi.org/10.32350/jarms/2021/0202/2558
Nguyen, M., Ha, N., Anh, P., & Matsui, Y. (2015). Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam. Asian Social Science, 11, 73. https://doi.org/10.5539/ass.v11n10p73
Nugraha, G. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. Cantaka: Jurnal Ilmu Ekonomi Dan Manajemen, 1, 47–54. https://doi.org/10.61492/cantaka.v1i1.23
Olivia Putri, A., Puji Astuti, R., Fajar Manikati, D., Aulia Putri, R., Syariah, P., Ekonomi dan Bisnis Islam, F., Islam Negeri Kiai Haji Achmad Siddiq Jember, U., & Timur, J. (2024). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank Umum Syariah. Desember, 589–595. https://doi.org/10.59435/gjmi.v2i12.1178
Schiebler, T., Lee, N., & Brodbeck, F. C. (2025). Expectancy-disconfirmation and consumer satisfaction: A meta- analysis. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-024-01078-x
Sean. (2025, December). Teknik Pengumpulan Data Observasi. Fan Ruan.
Sela, D. Putri. N. I. P. (2024). Pengaruh Kualitas Layanan Mobile Banking Dan Kepercayaan Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah Pada PT Bank Syariah Indonesia KCP Medan Pulo Brayan. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi (Jebma), 4. https://doi.org/doi.org/jebma.v4n3.4993
Soetiyono, A., & Alexander, A. (2025). Pengaruh Kualitas Layanan, Kualitas Produk, dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan pada Marketplace di Indonesia. ECo-Buss, 7, 2055– 2071. https://doi.org/10.32877/eb.v7i3.2148
Sumual, Y. M., Kalangi, J. A. F., Mukuan, D. D. S., Studi, P., Bisnis, A., & Administrasi, J. I. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT Otomoto Mantos. In Productivity (Vol. 2, Issue 1).
Sun, W., & Pang, J. (2017). Service quality and global competitiveness: evidence from global service firms.
Journal of Service Theory and Practice, 27. https://doi.org/10.1108/JSTP-12-2016-0225
Sup, D., & Sabaruddin. (2024). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Pada Produk BSI Tabungan Easy Wadiah. WADIAH, 8, 301–323. https://doi.org/10.30762/wadiah.v8i2.1440
Supriyati, S., & Wiyatno, T. (2023). Measurement of Service Quality and Customer Satisfaction in the SME Industry: Literature Study. 129–142. https://doi.org/10.22105/riej.2023.349835.1323
Vu, T. (2021). Service Quality And Its Impact On Customer Satisfaction. https://doi.org/10.6084/m9.figshare.17089454
Wardhana, A. (2024). Customer Satisfaction Index (CSI) (pp. 157–191).
Yanto, W., & Hamdan. (2020). The role of service quality on consumer satisfaction. Dinasti International Journal of Management Science, 1, 585–597. https://doi.org/10.31933/dijms.v1i4.197
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
