Customer Satisfaction Index Method Research Articles

Analisis Pengukuran Kepuasan Konsumen dengan Pendekatan Customer Satisfaction Indeks Pada E-Commerce di Jakarta

The development of e-commerce is currently increasingly rapid, marked by the increasing number of internet users in Indonesia. Customer satisfaction and trust are the most dominant problems in every business unit operating in the service sector, but the process of achieving customer satisfaction is not easy. Because many other factors can influence the achievement of this level of customer satisfaction. Through this research, the author aims to determine the level of customer satisfaction, namely by using the Customer Satisfaction Index method. Based on the research results, it is known that female consumers, consumers aged 23-28 years, and private employees are the dominant respondents. The level of consumer satisfaction with e-commerce based on CSI is 97.12%.

Analysis of Customer Satisfaction Level Towards the Quality of Kahayya Coffee at Ondeway Cafe Bulukumba

The production and quality of coffee products has a central role in the coffee industry. The coffee production process involves a series of complex stages, from bean selection to the roasting process. Product quality is one of the main keys in assessing consumer perceptions of products and can be measured to what extent the product can satisfy customers. in Bulukumba Regency has produced a brand, one of which is Kahayya coffee. Measurements or research regarding the level of consumer satisfaction and quality of Kahayya coffee have never been carried out or have been carried out but only revolve around the production, packaging and marketing side. .The aim of this research is to determine consumer preferences and analyze the level of consumer satisfaction with the quality of Kahayya coffee produced by Cafe Ondeway Bulukumba. This research was carried out from December 2022 to January 2023 at Cafe Ondeway in Bulukumba Regency. The research method to determine the level of consumer satisfaction is carried out by means of a survey. The population in this study were all visitors who came to Cafe Ondeway. The sampling technique is purposive sampling, namely selecting consumers aged 17-50 years. The number of samples taken was 50 people. Quantitative and qualitative data were analyzed using the CSI method. The results of research on consumer preferences based on age, occupation, income level, education level, and frequency of consumption, regarding coffee are influenced by various factors, including aroma, taste, characteristics, stability, and frequency of consumption experiences. The level of satisfaction of Cafe Ondeway consumers with the quality of Kahayya coffee based on the Customer Satisfaction Index (CSI) value criteria shows that it is in the "Very Satisfied" category, namely 0.81-1.00 and with the highest Gap Analysis (GAP) coffee has a strong taste. as much as 0.22. There are similarities in preferences for fragrant coffee aroma, aroma characteristics, and strength and consistency of coffee taste among consumer groups. and the level of satisfaction of Cafe Ondeway consumers regarding the quality of coffee is very satisfied.

Analisis Tingkat Kepentingan dan Kepuasan Konsumen Terhadap Penerapan Keamanan Pangan di Toko Brownies Cinta

<em>This study aimed to determine the level of interest and consumer satisfaction with implementing food safety in Brownies Cinta Mojosongo Urban Village, Surakarta. This quantitative descriptive study uses a sample of 100 Brownies Cinta customers who have visited Brownies Cinta twice. Data collection uses the survey method, and data analysis uses two analytical techniques: the CSI (Customer Satisfaction Index) method and the IPA (Importance Performance Analysis) method. The results showed that the order of importance of food safety indicators from the most important were buildings and facilities, production equipment, storage, production location/environment, process control, employee health and hygiene, water supply, hygiene facilities (hand washing), employee training, facilities hygiene (COVID protocol). The analysis results on the CSI method obtained a value of 84.54%, which means that consumers are satisfied with the food safety implementation carried out by Brownies Cinta Mojosongo. The analysis using the IPA method shows that the food safety indicator that needs to be improved is the production location/environment.</em>

Assessment of Students' Satisfaction with Higher Education Services: Customer Satisfaction Index Method

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa terhadap fasilitas dan pelayanan di salah satu Universitas Islam Negeri di Jawa Timur. Penelitian ini menggunakan pendekatan kuantitatif deskriptif dengan metode Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa tingkat kepuasan mahasiswa berada pada kategori 62,07% yang artinya cukup puas. Dimensi tangible berkontribusi sebesar 74,40%, dimensi responsiveness sebesar 54,59%, dimensi reliability sebesar 56,96%, dimensi assurance sebesar 61,06%, dan dimensi empathy sebesar 63,34%. Hasil penelitian juga menunjukkan bahwa seluruh data yang diperoleh sifatnya seragam, hal ini berdasarkan hasil uji standar deviasi dimensi tangible nilai standar deviasinya sebesar 7,72, dimensi responsiveness 4,56, dimensi reliabel 5,09, dimensi assurance 7,71, dimensi empathy 4,77. Hasil penelitian ini membuktikan bahwa tingkat respon staf, baik staf akademik maupun staf administrasi kurang responsif terhadap mahasiswa dalam memberikan layanan, sehingga universitas perlu meningkatkan kualitas pelayanannya agar dapat mencapai kepuasan tinggi.

Penerapan Metode Kano, Customer Satisfaction Index dan Quality Function Deployment dalam Menganalisis Kepuasan Mahasiswa Terhadap Penerapan MB-KM

The implementation of the MB-KM program in Higher Education has a variety of obstacles based on points of view. Internship is a form of implementing the MB-KM program which involves students as executors of the program. This study aims to analyze student satisfaction with the implementation of MB-KM using the Kano method, Customer Satisfaction Index (CSI) and Quality Function Deployment (QFD). The Kano method aims to categorize variable attributes, the CSI method to calculate the overall level of satisfaction and the QFD to determine priority attribute improvements. Kano's results show that 5 attributes are in quadrant A, 30 attributes are in quadrant O, 5 attributes are in quadrant I and 13 attributes are in quadrant M. The results of the analysis of the Customer Satisfaction Index are 87.57% meaning students are "very satisfied". The final result of the HOQ attribute that is the priority is attribute .

PERFORMANCE ANALYSIS OF SUPERVISORY CONSULTANTS ON PROJECTS IN THE HOUSING AND SETTLEMENT AREAS OF EAST JAVA PROVINCE

The Supervisory Consultant is the party assigned by the project owner to realize the planned planning results according to the development of good settlement infrastructure facilities and utilities. The government, especially in the PRKP Division of East Java Province, collaborates with service providers, one of which is a supervisory consultant, in this case encouraging supervisory consultants to increase understanding of customer satisfaction. This research has several objectives, namely identifying variables of project management performance of PRKP activities in East Java Province; measuring the level of customer satisfaction from the project management performance of PRKP activities in East Java Province. The research stages taken in this study, namely Research background, Formulation of problems and research objectives, Literature study, Preliminary survey, Data collection, Data testing, Data analysis. The analysis method used is the customer satisfaction index method. The data is processed using the MS.Excel and SPSS programs. The results of the analysis with the customer satisfaction index show a CSI value of 63.55% which means satisfied. which is low and needs to be improved.

Strategy For Strengthening MSMEs Capabilities : Implementation Of Digital Marketing As A Means Of Promotion And Commercialization Of Business Products In The Kencana Village Of Bogor City

Kencana Village has a lot of potential from the products produced by its people. Micro, Small and Medium Enterprises (MSMEs) in this area still market their products conventionally and have not marketed them through digital marketing. Even though digital marketing can really help MSMEs in the progress of their business. The large number of users of social media, e-commerce, Google and websites can be used as an opportunity for entrepreneurs to market the products they want. Activity objectives: increase the understanding and ability of the Kencana Village community regarding digitalization of MSMEs products, provide training regarding the use of digital media as a means of product promotion and commercialization, create an MSMEs website portal, and provide solutions related to problems experienced by local business actors in conducting sales and business promotions through digital media. The methods used are training and mentoring, media content creation practices, then data processing methods are also used through cobweb analysis and the Customer Satisfaction Index (CSI). The results of the spider analysis show that each competency parameter produces an average value of 4.76, indicating that all of them fall into the strongly agree category, as well as having a significant impact in increasing the knowledge and understanding of the participants. Meanwhile, research results regarding the level of satisfaction using the CSI method were found to be 89%, which shows that the public is satisfied with the training services provided. Results achieved: a) Increased understanding regarding digital marketing concepts and media that can be used to market MSME products, b) Increased skills related to creating product promotional content for social media and e-commerce, c) Creation of an MSME website which will be managed by the local MSME actors as a means of product promotion and commercialization, d) Motivation to implement digital marketing in Kencana Village, Bogor City.

Analisis Kepuasan Pelanggan Menggunakan Metode CSI dan STP untuk Meningkatkan Strategi Pemasaran pada UMKM BabonSenyum

Milkfish is a popular food fish in Indonesia, more precisely in Gresik Regency there are many processed foods made from milkfish, one of which is Umkm BabonSenyum. Umkm Babonsenyum is a processed food business that is popular and often liked by a large number of people, both old people and young people. The problem that occurs in MSMEs is the lack of expanding promotions and increasing customer satisfaction. This research focuses on customer satisfaction in lower middle MSMEs, namely Babon Smile, one of the MSMEs located in Gresik Regency which produces shredded milkfish using the CSI (Customer Satisfaction Index) and STP (Segmenting Targeting Positioning) methods. and also uses data processing methods in the form of questionnaires, interviews and surveys from researchers. The results obtained from data processing using the CSI method show that customers are quite satisfied with the presentation of 60.68% and the results obtained from the STP method show that the products produced show 55% in terms of price, 55% in terms of location, 45% in terms of promotion. %, from these results it can be concluded that the strategy used obtained quite satisfactory results for AbonSenyum Umkm.

Analysis of user satisfaction graduate in education for Islamic elementary school teachers program UIN Sunan Kalijaga Yogyakarta

The aims of this research are 1) to find out the satisfaction of users of Education for Islamic Elementary School Teachers Programme (EIESTP) UIN Sunan Kalijaga Yogyakarta graduates, and 2) to know the analysis of the needs of graduate users to face the transformation of 21st Century Education. The population of this research is users of graduates from EIESTP UIN Sunan Kalijaga Yogyakarta alumni/graduates in 2019, 2020, and 2021. The number of samples is determined by the Slavin formula. Based on the calculation results, the number of samples is 152 graduate users. Data collection instruments are closed questionnaires and documentation. The response results from graduate users are then analyzed using the Customer Satisfaction Index (CSI) method. The research findings show that 1) Satisfaction of users of EIESTP UIN Sunan Kalijaga Yogyakarta graduates with the CSI method was obtained at 94.96% in the very satisfied category, and 2) EIESTP Study Program UIN Sunan Kalijaga Yogyakarta needs to make improvements and increase expertise in the fields of knowledge, collaboration, and integrity ability of its graduates.

Analysis of Passenger Satisfaction Level of Departure Terminal Facilities at Sam Ratulangi International Airport Manado

The purpose of this research is to find out how the existing facilities are at Sam Ratulangi Manado International Airport Departure Terminal, to find out how the level of passenger satisfaction with the existing facilities at the Departure terminal at Sam Ratulangi International Airport Manado. The research method used in this study is a qualitative method and the type of research used is a case study and a quantitative method. The types of data used in this study are primary data including survey results using the CSI method regarding the level of satisfaction of passengers with departure terminal facilities, observation results and documentation results, and secondary data including articles, Decree of the Director General No. 77 of 2005, and documentation. The research is located at Sam Ratulangi International Airport Manado. The data analysis technique used includes the validity of qualitative data which consists of a credibility test, transferability test, dependability test, and confirmability test. Quantitative data validity test consisting of validity test and reliability test. And the data analysis used includes: data collection, data reduction, data presentation, conclusion drawing, and the Customer Satisfaction Index (CSI) method. From the results of the data conducted by researchers, this study resulted that the existing conditions of the departure terminal facilities at Sam Ratulangi Manado International Airport were fairly complete and had met service standards in accordance with Directorate General Decree No. 77 of 2005 concerning Technical Requirements for the Operation of Airport Engineering Facilities, it can be seen from the results of the data obtained and the results of observations that were examined by the researchers as well as the survey results obtained by the researchers that the level of passenger satisfaction with the Sam Ratulangi Airport Departure Terminal facilities in Manado.

Customer Satisfaction Analysis with Importance Performance Analysis on Academic Services at Faculty of Dentistry, University X

Service is the key to success in various businesses or activities of a services. The success of a service can be seen when the customer receives the service as expected. Based on data at the Faculty of Dentistry University X, student satisfaction score on academic services are still low. The purpose of the study was to determine the level of student satisfaction and evaluate the attributes of academic services in the Dental Professional Education program, Faculty of Dentistry, University X. Data was collected using a questionnaire with the Service Quality method (SERVQUAL) which consists of 5 dimensions, Reliability, Tangibles, Assurance, Responsiveness, and Empathy. Data processing using SPSS 25, the Customer Satisfaction Index method (CSI) is used to determine the level of student satisfaction with the quality of academic services, Importance Performance Analysis method (IPA) is used to determine the attributes of academic services that must be maintained and improved. The results of this study indicate that the level of student satisfaction with academic services is 80.23%. The results of the IPA analysis show that there are 2 attributes that must be improved in quadrant A Assurance dimension, V9 (Ease of reporting work results) and V10 (Ease of obtaining the information about grades and work progress).

Analysis of Patient Satisfaction on the Quality of Pharmaceutical Service at the Pharmaceutical Installation

Consumer satisfaction with services can be measured by making comparisons between what is expected by consumers on the desired quality of a service based on the reality received or felt by consumers. Pharmaceutical services are supporting services and, at the same time, one of the main centers, providing more than 90% of health services in hospitals. Objective: The purpose of this study was to describe the level of patient satisfaction and expectations and to determine the overall level of visitor satisfaction with the services of the Muhammadiyah Hospital Pharmacy Installation Siti Khodijah Gurah Kediri. Method: This type of research is a quantitative descriptive study conducted on a set of objects with the aim of knowing the level of patient satisfaction and expectations of the services of the Muhammadiyah Siti Khodijah Gurah Hospital Pharmacy Installation, Kediri. The analysis of the collected data is then made in the form of tabulations and analyzed using the percentage formula. Analysis of satisfaction level scores in this study used the Likert scale answer format, which allows patients to answer at various levels (1-4) where each answer is given a weighted value with the following conditions: score 4 if the answer is "very satisfied", score 3 if the answer is "satisfied", score 2 if the answer is "not satisfied", and score 1 if the answer is "very dissatisfied". Results: The results of measuring the level of outpatient satisfaction with service quality at the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital use five dimensions of servqual (service quality) assessment, among others, reliability, responsiveness, assurance, empathy, and tangibles (physical facilities), resulting in a negative gap value in each dimension, which means that the quality of service provided by the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital has not met patient expectations. The results of the Customer Satisfaction Index average for each dimension, namely 74.89%, are included in the satisfied category. Conclusions: The results of measuring the level of satisfaction of outpatients with the quality of service at the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital using five assessment dimensions produce a negative gap value in each dimension, which means that the quality of service provided is not in accordance with patient expectations and, based on the Customer Satisfaction Index method, is included in the satisfied category.

Kepuasan Pengguna Jasa Terminal Angkutan Umum di Bangka Selatan

Toboali Public Transportation Terminal is one of the most important terminals in South Bangka Regency due to the route access of public transportation in Toboali as the capital of Bangka- Belitung Province. Each public transport to Sadai Port area and to Pangkal Pinang City will go through this terminal. The purpose of the study is to determine and analyze the level of service quality toward the users satisfaction at Toboali Terminal in South Bangka Regency. There are some main problems which are; the traffic flow continues to become denser, some terminal facilities are inadequate, the schedule of public transportation arrival in the terminal is not precise, the late response to terminal internal condition, and lame security condition in the terminal. The sample used in this study was 50 respondents. The data analysis technique used Customer Satisfaction Index method which aims to determine the level of service users satisfaction. Based on the calculation of Customer Satisfaction Index, the results obtained in the form of the level of service users satisfaction with the quality of Toboali Terminal services. The level of passenger respondents satisfaction is 67% where the value is in range of 0.66-0.80. It means that overall passenger respondents are satisfied. Reliability is the dimension of the highest level of satisfaction with the quality of service at Toboali Terminal.

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

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.

EFEKTIFITAS METHODE CUSTOMER SATISFACTION INDEX DALAM MENGUKUR KEPUASAN PELANGGAN PADA PT SSN JAKARTA

<p align="justify">This research was conducted to determine the effectiveness of the customer satisfaction index method in measuring the level of customer satisfaction at PT SSN. MSCI is a method that measures the level of overall satisfaction with an approach that considers the level of importance and level of satisfaction. Measurement is a series of activities that aim to determine the value of a quantity in the form of numbers (quantitative). Customer satisfaction is a result of a comparison between expectations of the performance obtained after using a product or service. Indicators of customer satisfaction consist of; product security, product handling on delivery, service (service), ease of obtaining products and product information. In this study, the authors used qualitative research methods, where data collection techniques were carried out through direct observation, namely collecting data by directly dealing with the research object by giving questionnaires and also interviews, namely collecting data by asking directly to related parties. Based on the results of calculations using the customer satisfaction index method, it can be concluded that PT SSN's customer satisfaction level is very satisfied with the services provided, this is evidenced by the acquisition of a CSI score of 81.8. The effectiveness of the Customder Performance Index (MCSI) method in measuring customer satisfaction is very useful and useful for PT SSN Jakarta, because it can determine the level of customer satisfaction and can make anticipation in order to maintain customer loyalty and become an effective and efficient marketing tool.</p><p align="left"><strong>Keywords: </strong>Customer Satisfaction Index Method, Measurement, Customer Satisfaction.</p>

Pengembangan Aplikasi E-Learning Akuntansi Sektor Publik dengan Metode Prototyping

The development of computer-based learning models (e-learning) is so rapid. In Indonesia, various universities have implemented e-learning for their students. In addition, in- general, there are many e-learning applications that offer learning packages that can be used by learners. However, the learning packages offered to the general public are still limited (some are paid). With the enthusiasm to succeed the independent learning policy launched by the government, the researcher proposes an e-learning application that presents material on public sector accounting. This public sector accounting e-learning application can be used for free by anyone, anytime, anywhere with any teacher.Given that users of public sector accounting e-learning are all levels of Indonesian society whose needs are difficult to identify, there will be a big challenge in developing e-learning that suits user needs. Therefore, the development of public sector accounting e-learning is proposed using the prototyping method. The system development steps consist of planning, analysis, design and implementation stages. In the analysis stage, the researcher develops an initial prototype and analyzes user needs by submitting a survey to get the level of user wawsatisfaction as measured by the Customer Satisfaction Index method and explores user needs.This study shows that the curriculum-based prototype of e-learning Public Sector Accounting provides a level of user satisfaction (Customer Satisfaction Index) which can be categorized into excellent criteria, which is 90.52%. In addition, based on a survey on the initial prototype, many students want learning media in the form of slides, videos and practice questions.

Analysis of Online Transportation User Satisfaction Using the Customer Satisfaction Index (CSI) and Important Performance Analysis (IPA) Methods In Palembang City

The development of Information Technology today has brought many changes in various fields of human life. One of them is the field of transportation services. The existence of online transportation is slowly shifting the use of conventional public transportation. Online Transportation is a transportation service that utilizes network technology, which is based on the internet network in carrying out all its transaction activities. The increasing number of users of online transportation services is an option for the public to use these services based on satisfaction with the services provided to their customers. This study aims to determine the level of satisfaction of online transportation users using the Customer Satisfaction Index (CSI) Method and the Importance Performance Analysis (IPA) method. The results showed that the level of user satisfaction measured by the CSI method showed a satisfaction index of 0.7728 or 77.28%, which means that the satisfaction index value of online transportation users is on the criteria of "Satisfied". Measurements using the IPA method show that there are three attributes that are at the top priority, seven attributes that need to be maintained, five attributes that have low priority and four attributes that have excess performance.

Kualitas Pelayanan Puskesmas Lubuk Besar Dengan Pendekatan Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI)

This study aims to analyze the level of expectation and level of performance to determine the level of conformity and indicators that are the main priority for improvement and patient satisfaction to improve service quality and satisfy patients at the Lubuk Besar Public Health Center. This study uses a quantitative descriptive approach. Sampling was determined by the purposive sampling technique with a total of 100 respondents. Data collection techniques using questionnaires and interviews. The analysis used is Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results showed that the analysis of the IPA method at the level of conformity of the 5 dimensions of service quality at the Lubuk Besar Public Health Center had a value of 73.74% in the appropriate category only on the responsiveness dimension which was still in the quite especially on the speed and accuracy attributes of doctors treating patients, speed and friendliness of administrative staff, ability to respond and resolve patient complaints. The results of the calculation of the CSI method at the Lubuk Besar Health Center by 70% means that the patient is quite satisfied, but the puskesmas still need to make improvements to the attributes that have low values to improve service quality and satisfy patients. Keywords: service quality, puskesmas, performance, IPA, CSI

APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS

Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.

ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S

The quality of a product and service to consumers is a major concern in the trade and service industry. One of the efforts that can be done in increasing the competitiveness of the company is to increase customer satisfaction. The purpose of this study is to 1) determine consumer interest in the products and services provided by McDonald's, 2) analyze the performance of McDonald's in providing satisfaction to its customers, 3) analyze the level of customer satisfaction regarding the products and services provided. The data collection carried out in this study was carried out by distributing 50 questionnaires to McDonald's consumers. Importance Performance Analysis method is used to analyze the effect of product quality and service quality on customer satisfaction. The Customer Satisfaction Index method is used to measure the overall level of customer satisfaction. The results of this study indicate that consumers.