The Evaluation of Customer Satisfaction Survey Follow-Up in LPPOM MUI

Hendra Utama,Sukardi Sukardi,Djatna Taufik

doi:10.17358/ijbe.6.2.105

Hendra Utama, Sukardi Sukardi + Show 1 more

Open Access

https://doi.org/10.17358/ijbe.6.2.105

Copy DOI

Abstract

Customer satisfaction survey is a standard method used by service providers in order to obtain feedback from the customer as well as close the gap between customer expectation and perception of service quality. Feedback from customers can make them possible to define the level of quality of service by themselves. If a service provider can satisfy its customers, it means that it will retain its customers. LPPOM MUI, as an authorized halal certifying body in Indonesia, has conducted a customer satisfaction survey three times from 2015 up to 2017. After conducting the survey, LPPOM also performed a follow-up based on the result of the survey. The purposes of this research are (1) to get to know about the follow-up of customer satisfaction evaluation of LPPOM MUI, (2) to analyze the impact of the follow-up implementation progress versus re-evaluation by LPPOM MUI’s customer group on the follow-up, (3) to provide recommendation(s) if the customers perceive the follow-up implementation still does not fulfill their service quality expectation. The methods used were a qualitative analysis based on the follow-up of LPPOM MUI’s customer satisfaction survey versus re-evaluation on LPPOM MUI’s seven customer groups on the follow-up. The result shows that all quality service attributes need improvement to meet customer expectations. They are namely 1) the ease of contacting the Call Center 14056 or LPPOM MUI, 2a) The availability of notification if any change or dysfunction of CEROL SS-23000 and 2b) replying time to customer email (3a) Dealing time to halal certification process (3b) dealing time to post-audit stage (3c) Dealing time to LPPOM MUI approval of new material of the company. Keywords: service quality, customer satisfaction survey, follow-up, LPPOM MUI, re-evaluation

Highlights

As an authorized halal certifying body in Indonesia, LPPOM MUI committed to always focus on its customer satisfaction
The represented company gave the feedback about the impact that was experienced by it, on the follow-up of customer satisfaction survey which was done by LPPOM MUI as “a progress report” for quality service level improvement that conducted by LPPOM MUI for top 5 attributes with the highest gap score
In the context of LPPOM MUI customer satisfaction evaluation, so the follow-up that conducted by LPPOM MUI is to make a list of action plans that had a timeline in order to close the gap of improvement needs that expected by the customer of LPPOM MUI

Summary

Introduction

As an authorized halal certifying body in Indonesia, LPPOM MUI committed to always focus on its customer satisfaction. The quality policy of LPPOM MUI is to being a nation-wide and world-class trustable halal certifying body that always prioritizes the customer satisfaction through enhancing continuous improvement, maintaining the value of trust, of professional, of transparent, of accountable, of quick and proper service which aligned with Islamic law. Recognition on customer satisfaction is relevant in order to identify the reason for decreasing customer satisfaction. Customers expectation represents their standard by making a perception of real life (experience of a transaction) (Grunwald and Hempelmann, 2010). Customers expectation constructed in order to accept a certain quality of service level

Methods

Results

Conclusion