Customer Satisfaction Index Value Research Articles

Satisfaction Level of Cattle Breeders Through The Artificial Insemination Officers Services In Gorontalo District, Indonesia

This study aimed to identify the characteristics of cattle breeders who receive Artificial Insemination (AI) services and analyze the level of satisfaction of acceptor breeders with the services of inseminator officers in Gorontalo Regency. The research method used is a survey method. The research sample was determined intentionally with the consideration that active breeders who adopt AI. Data were collected through direct observation in the field, interviews, and questionnaires using the Likert Scale. The research variables include five dimensions, such as: tangible, reliability, responsiveness, assurance, and attention. The data collected were processed using the Customer Satisfaction Index (CSI). The results showed that the majority of cattle breeders who became acceptors or 79.54% were in the age range of 31-60 years, 76.14% had secondary education and below, 82.96% had implemented AI between 3-9 years or an average of 6 years. The Weighted Total (WT) value of all attributes was 3.55 with a Customer Satisfaction Index (CSI) value of 71.03%. The CSI value is in the range of 66% - 80.99% which shows that the level of breeder satisfaction with AI services is in the satisfied category.

Customer satisfaction index in Indonesian student micro credentials program

The Indonesian Student Micro-Credentials Program implemented by Universitas Muhammadiyah Sumatera Utara (UMSU) carries 5 courses, all of which are carried out online, in a relatively short time within 2 months. The learning objectives, which are intended to create practical skills, require students to master the courses they follow, thus causing many problems, which have an impact on the satisfaction of the participants of this program. This study aims to measure the customer satisfaction index (CSI) of participants in this program. Of the 514 participants who were used as respondents, 279 respondents filled out the google formula, and the response rate was 54%. The results showed that the CSI value of the program was 0.85, which means that the participants were very satisfied with the implementation of this program at UMSU. Based on the assessment of it is quality, the dimension assessment is carried out in order of the highest average value, namely this program (4.48), interaction and flexibility (4.33), managers (4.24), lecturers (4.23), students (4.20), assessment (4.16), process (4.14), content design (4.15), partners (4.11), and technology (4.05). Based on the assessment of the level of importance or expectation of this program, the dimension assessment is carried out in order of the highest average value, namely this program (4.47), interaction and flexibility (4.38), managers (4.23), lecturers (4.22), process (4.17), content design (4.17), students (4.13), peer (4.13), assessment (4.11) and technology (4.04).

The Importance of the Vinted Application in Popularizing Sustainable Behavior among Representatives of Generation Z

Changes in the fashion market (mainly fast fashion) mean that the negative impact of this sector on the natural and social environment is increasing. An important measure to limit this negative impact is to create more responsible consumer behavior in this market. This applies especially to young consumers, who are the recipients of most fast fashion campaigns, and thanks to new media (including mobile applications), their sustainable behavior can be shaped. The main aim of this study was to identify the features of the useful Vinted mobile application in terms of promoting socially and environmentally sustainable behaviors of Generation Z on the clothing market. At the stage of collecting research material, the desk research and CAWI (computer-assisted web interview) methods were used, and the analysis included, among others, measures of descriptive statistics, a customer satisfaction index (CSI) and a Mann–Whitney Z test. The research was carried out at the turn of 2022/23. The responses of 370 respondents using the Vinted application were qualified for analysis. A convenient selection of the research sample was used. The link to the survey was shared through online channels, including social media. The snowball method was used to obtain respondents. This study shows that less frequent use of the application corresponds to lower ratings of the analyzed parameters. The most important features (attributes) of the application are free application, ease of creating an account and secure payment. The main reason for using the Vinted application is the economic factor (looking for bargains). There is a difference between the CSI value in the group of women and men. To the best of the authors’ knowledge, this is the first survey conducted among representatives of Gen Z, which simultaneously took into account satisfaction with using the Vinted application and its impact on popularizing sustainable attitudes.

ANALISIS KUALITAS LAYANAN MOBILE JKN MENGGUNAKAN METODE E-SERVICE QUALITY, CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Mobile JKN is a non-face-to-face application that has many features and makes it easier for participants to maximize the national health insurance program organized by BPJS Kesehatan. As of June 2023, in the Surakarta area, the number of Mobile JKN registrations was 92,101 participants. Therefore, this research aims to analyze the level of quality of Mobile JKN services using e-service quality, customer satisfaction index (CSI) and importance performance analysis (IPA) methods. This research method uses quantitative methods. The object of this research was participants who came to the Surakarta branch of the BPJS Health office, totaling 100 participants. This research uses a questionnaire whose validity and reliability have been tested. The results of this research are that Mobile JKN participants are satisfied with Mobile JKN services, with an average gap value of 0.06 (positive value), and a CSI value of 81.4%, and the results of the IPA analysis have been described. There is great hope that the results of this research can become a reference for stakeholders to improve the quality of Mobile JKN services.

Analysis of Factors that Influence Consumer Satisfaction in Zest Chicken Restaurant Sumenep

The rapid growth in the number of fast food restaurants in Sumenep City has resulted in a high level of competition so that every restaurant needs to create consumer satisfaction both from product and service elements. This research aims to analyze the factors that contribute to consumer purchasing decisions and analyze consumer satisfaction with the performance of the Zest Chicken-Geprek Lek Djo Restaurant, Sumenep City. The research location was carried out purposively and the sample method used was Accidental Sampling, totaling 100 people. The data used in this research are primary data and secondary data. The data analysis method uses Factor Analysis, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The research results show that there are four factors formed consisting of 18 attributes. Two attributes that are not included in the formation of factors are Help to Help Choose Products and Individual Attention. Overall the level of consumer satisfaction with restaurant performance is categorized as satisfied because the CSI value is 75.20%. However, the attributes that need to be prioritized in improving performance are the attributes in the first quadrant, namely speed of presenting products, comfortable operating hours, greetings and thanks by the waiter. The implications of this research are that restaurants can improve service attributes, namely the friendliness of employees in Quadrant I and add employees

Analysis of Consumer Satisfaction with the Quality of Smoked Fish Products at the Kenjeran Smoked Fish Center, Surabaya City

Kenjeran is one of the coastal villages in the city of Surabaya. It is one of the coastal tourist attractions in Surabaya, famous as a center for smoked fish. The processing and marketing of smoked fish at the Kenjeran Smoked Fish Center still cannot be said to be hygienic and the sanitation aspect is still not taken into account, so it is necessary to analyze the level of consumer satisfaction as input for improving the quality of smoked fish in Kenjeran to increase the sales turnover of smoked fish. The methods used to analyze consumer satisfaction include the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Data was taken through a questionnaire to respondents who were determined using purposive sampling. The research results show that the level of consumer satisfaction based on the CSI value is already satisfactory. Then, based on the IPA Performance Analysis Index, no attribute is the main priority for improving the performance of smoked fish products. This is because the attributes of price, freshness, hygiene, safety for consumption, and product durability have entered quadrant II and their performance must be maintained. Meanwhile, the attributes of savory taste, attractive aroma, sameness, wholeness, water content, and organic processing fall into quadrant III, which means that these attributes are considered less important by consumers and the level of performance is still not in line with what consumers expect.

Pengukuran Kepuasan Pelanggan dengan metode Customer Satisfaction Index dan Importance Performance Analysis (Studi pada Veroza Cake Bakery Kabupaten Dharmasraya Sumatera Barat)

This research aims to measure customer satisfaction as a basis for effective policy making, focusing on the 4P dimensions (Product, Price, Place, Promotion). The research method uses the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to evaluate the current level of customer satisfaction. The research results show a CSI value of 78.75%, indicating that Veroza Cake & Bakery MSE consumers are generally satisfied with the services provided. The IPA analysis identified three attributes as top priorities (quadrant I), seven attributes whose achievements need to be maintained (quadrant II), two attributes with low priority (quadrant III), and three attributes that are classified as excessive (quadrant IV). In conclusion, there is a need to improve services, especially on attributes that have a low level of satisfaction but have a high level of importance, especially in the promotion dimension. This research provides a basis for the company to implement more effective policies to increase customer satisfaction and ensure the operational continuity of MSE Veroza Cake & Bakery in a competitive market. Keywords: Customer Satisfaction Index, Importance Performance Analysis, Customer Satisfaction

Analysis of the Level of Tourist Satisfaction with the Quality of Tourism Information Center Services at Yogyakarta International Airport

Tourism is an industry that is growing rapidly. Tourism has an important role in encouraging economic activity, improving the country's image, improving community welfare, and providing expanded employment opportunities. In an effort to increase tourism, the Tourism Information Center is presented as a tourism-oriented information center that provides detailed information about a destination. The tourism industry as a service industry has the main characteristic, namely service, therefore service plays a very important role. This research aims to analyze the level of satisfaction of service users with service quality using the Customer Satisfaction Index (CSI) method at the Tourism Information Center at Yogyakarta International Airport. This research uses a quantitative type of research using descriptive methods. Data collection was carried out by distributing questionnaires to visitors to the Tourism Information Center at Yogyakarta International Airport. The population in this study are visitors who have received services from the Tourism Information Center at Yogyakarta International Airport at least once. The sampling method used was Non Probability Sampling with Purposive Sampling technique. Based on the research results, service users were very satisfied with the service performance provided by the Tourism Information Center. This can be seen from the CSI value obtained, which is 94.2%. Things that need to be improved or improved in the Tourism Information Center service, one of which is the availability of physical facilities such as brochures, maps, and others with a fairly large gap between interest and satisfaction.

SIKAP, KEPUASAN DAN LOYALITAS KONSUMEN SUSU SEGAR YU-ONE MILK DI KOTA BANDAR LAMPUNG

This research aims to determine the attitudes, purchasing patterns, satisfaction, and loyalty of fresh milk consumers of Yu-One Milk at Jalan Sultan Agung, Way Halim, Kedaton District of Bandar Lampung City. The research method is a survey. The number of respondents in this research are 60 people, selected by non-probability sampling technique, namely accidental sampling. The research data are analyzed by quantitative descriptively using the Fishbein multi-attribute model, Customer Satisfaction Index (CSI) and the loyalty pyramid. Data collection was carried out in October-November 2022. The results showed that the consumers’ attitude toward multi-attribute of Yu-One Milk fresh milk was in the good category, in which score was 181.72 and the most favored attribute by consumers was friendliness services. Most of Yu-One Milk consumers (25%) bought fresh milk with chocolate flavor variants. The average frequency of purchasing Yu-One Milk fresh milk was twice per month with a purchase expenditure of IDR 51,883.00/month. The average purchases amount of Yu-One Milk fresh milk was 1,377 ml/month with the purpose of purchasing to eliminate hunger/thirst (46.67%). Yu-One Milk fresh milk consumer satisfaction was in the very satisfied category with a CSI value of 83.61. Yu-One Milk consumer loyalty was quite good in the form of an inverted pyramid. The switcher buyer value was 46.67%, the habitual buyer value was 48.83%, the satisfied buyer value was 90.00%, the liking the brand value was 86.67% and the committed buyer value was 83.33%. Keywords: attitude, consumer loyalty, fresh milk, purchase pattern, satisfaction.

Assessing user satisfaction in construction services: Analyzing contractor performance in central Kalimantan’s power projects

Background: User satisfaction is an essential indicator in assessing the quality of construction services. A deep understanding of the factors contributing to user satisfaction is crucial, especially in the context of electrical projects. Objective: This study aims to examine the satisfaction level of PT PLN (Persero) UIP West Kalimantan towards the performance of electrical project contractors and to develop strategies for improving contractor performance based on the findings. Methods: This research adopts an observational approach using Descriptive Analysis. A survey employing questionnaires was designed and distributed to employees of PT PLN (Persero) UIP West Kalimantan. Data analysis was conducted using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to identify key performance indicators. Results: The study indicates a high level of satisfaction from PT PLN (Persero) UIP West Kalimantan towards the contractor's performance, with a CSI value of 70% within a 95% confidence interval (66%-81%). The IPA analysis revealed 12 performance indicators within the 'concentrate here' quadrant, indicating priority areas for improvement. Conclusion: These findings affirm the effectiveness of the strategies and management implemented by contractors in achieving user satisfaction. This study provides valuable insights for other contractors in the construction sector to enhance service quality, especially through improvements in project managerial recruitment strategies, support for work equipment, and collaborative strategies with banking institutions for project financing.

Analysis of Community Satisfaction in Using Trans Banjarbakula Bus Transportation

Trans Banjarbakula bus, this research aimed to find out how is the representation of community satisfaction in using trans Banjarbakula bus transportation in South Kalimantan Province. Methodology used in this research is descriptive quantitative. Data collection technique used in this research are observation, questionnaire and documentation with 100 passengers of trans Banjarbakula bus as respondents. Analysis of passenger’ satisfactions in Gambut Barakat Terminal bring in customer satisfaction index (CSI), overall dimensions servqual is about 90.28% which mean the passengers are satistified. Result of this research shows the CSI value based on 5 dimensions which are reliability 90,75%, responsiveness 88,50%, guarantee 90,20%, empathy 90,05%, and physical evidence 91,90%. Physical evidence (tangible) is servqual dimension occupied the first rank in terms of its’ influence on passenger satisfactions

Implementation of Tourism Development Strategy After the Covid-19 Pandemic in Sibolga City

This study aims to examine the results of implementing strategies in developing tourism after the Covid-19 pandemic in Sibolga City. In previous studies, a model of tourism development strategy after the Covid-19 pandemic in the Lake Toba Region has been examined using the theory of the basic components of tourism consisting of tourist objects and attractions, accommodation, transportation / tourist transportation, tourist facilities and facilities, and tourism infrastructure (promotion, marketing and policy). Lake Toba and Sibolga are marine tourism destinations. This research applies the tourism development strategy found in previous research to Sibolga City. After the implementation, an evaluation was carried out through the Customer Satisfaction Index (CSI) questionnaire method, the Importance Performance Analysis (IPA) method and also interviews with tourists and tourism stakeholders involved in Sibolga City tourism. The results obtained from the calculation of the CSI value are 68.57%, in the range of 0.66% – 0.80%. The meaning of this value is that tourists are satisfied with the attributes measured by their satisfaction level. The average conformity score is 83.46%, meaning that the performance achieved and the importance of attributes according to travellers have shown excellent results. Through the FGD, it can be seen that the implementation of tourism development strategies from previous research in the Lake Toba Area is also appropriate

BPJS Participant Satisfaction Level Evaluation on The Outpatient Installation Pharmaceutical Services RSUD Anuntaloko Parigi

Background: Patient satisfaction is a success metric of a pharmaceutical service. Health insurance like BPJS Health makes it more accessible for patients in need to keep track of their health.Objective: To determine and evaluate the satisfaction level of BPJS participants with pharmaceutical services at the outpatient installation of Anuntaloko Parigi HospitalMethods: Quantitative descriptive research (non-experimental) with 200 respondents as samples. The sampling technique used is purposive sampling with a questionnaire. The processed data were analyzed using the ServQual gap, Customer Satisfaction Index (CSI), and Importance and Performance Analysis (IPA) methodsResults: The gaps for each dimension are: reliability -0.41, responsiveness -0.40, assurance -0.28, empathy -0.40, and tangible -0.61 in the quite satisfied category. The satisfaction level using the CSI measurement method is also included in the quite satisfied category with a CSI value of 78.48%.Conclusion: the satisfaction level of outpatient BPJS participants at Anuntaloko Parigi Hospital is in the quite satisfied category with two service attributes to improve, which are reliability and responsiveness related to the friendliness and the response of officers in serving patients

ANALISIS KEPUASAN PENGUNJUNG DAN POTENSI PENGEMBANGAN PADA OBJEK WISATA PANTAI MUTUN DI KABUPATEN PESAWARAN

This study aims to analyze the level of visitors’ satisfaction at Mutun Beach, the tourist attributes that need to be improved and maintained by Mutun Beach, and to find out the driving and inhibiting factors development of Mutun Beach. The method used in this research was a survey method. The samples in this study were 4 Mutun employees and 77 visitors, which were taken using purposive sampling and accidental sampling methods. Data collection was carried out in January - February 2023. The data analysis methods used were Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and descriptive analysis. The results of this study indicated that the level of visitor satisfaction is in the "Satisfied" category with a CSI value of 74.77%. Based on the IPA method, tourism attributes that need to be improved are the condition of game facilities such as banana boats, rubber boats and water booms, the safety of water boom, and the condition of toilet and prayer room facilities. Tourism attributes that need to be maintained are the attractiveness of the beach, cleanliness, comfortable atmosphere, calm sea water, various and condition of infrastructure and game facilities, and good service. Factors that are driving the development of Mutun Beach are high tourist attractiveness, easy accessibility, complete facilities, good service and management, and government’s role. The inhibiting factors are limited promotion, competitors or other beaches around Mutun, and limited funds and human resources.Key words: CSI, development potential, IPA, visitor satisfaction

ANALYSIS OF THE LEVEL OF CUSTOMER SATISFACTION IN THE SUPER MORO TRESNO LEDRE AGROINDUSTRY BOJONEGORO

The impact of the Covid-19 pandemic has affected the decline in sales of agroindustries, including the Super Moro Tresno Ledre agroindustry. It can be seen from the decrease in the Number of tourists in Bojonegoro Regency in the last two years (2020-2021), which has an impact on the sale of ledre as a typical souvenir food from Bojonegoro has decreased consumers. In addition, the development of ledre agroindustry in Bojonegoro is quite a lot, which certainly causes competition among fellow ledre agroindustries. This research aims to analyze the level of customer satisfaction and the attributes that need to be improved to increase customer satisfaction. This research uses the Customer Satisfaction Index (CSI) method for the first objective and the Importance Performance Analysis (IPA) method for the second. The results showed that the overall level of customer satisfaction based on the CSI value was 75.67%, which means that customer satisfaction is in the "Satisfied" index. Based on the results of the IPA analysis, it is known that several attributes need to be improved, which include product packaging standards, responses to consumer complaints and suggestions, varied and affordable prices, suitability of packaging portions at the cost spent, prices offered with the benefits obtained by consumers, freedom of movement in the store, and shop space arrangement

Tingkat Kepuasan Peternak Terhadap Program Pelatihan Budidaya Lebah Madu di Sentra Peternakan Lebah Madu Flora Nauli Kabupaten Simalungun

The purpose of this study was to determine the profile of respondents, the implementation of the Honey Bee Cultivation Training program and the level of farmer satisfaction with the Honey Bee Cultivation Training program. The samples used were 30 breeder samples and data collected by using. Data analysis uses the Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The results of this include the characteristics of respondents who took part in the training, the majority of people of productive age were breeders aged 41-50 years as much as 37%. In terms of gender, the majority is male, 83%, which is because the breeders who take part in the Honey Bee Training program are not only from Simalungun Regency, but several breeders come from outside the city of Simalungun Regency. At the educational level, it was found that Bachelor graduates dominated the number by 60%. This is also related to the respondents' farming experience, several respondents who have more than 30 years of farming experience have high creativity and innovation in making stups or bee boxes using cement to prevent theft of beehives. Based on the calculation of the Customer Satisfaction Index (CSI), the performance or service value provided by officers of the Flora Nauli Center Honey Bee Cultivation Training program in Simalungun Regency was 73,15. The CSI Value Criteria explains that the value of 73,15 is in the "Satisfied" criteria.

The Level of Consumer Satisfaction with the Purchase of Gacoan Noodle Food Merr Surabaya Branch through E- Commerce

The presence of Mie Gacoan is driven by the growth of culinary business that continues to grow in the city of Surabaya. The marketing concept has begun to focus on providing satisfaction to consumers so as to generate high profits. Research on consumer satisfaction plays an important role in helping companies to know what consumers want. The purpose of this study is to identify the decision-making process of gacoan noodle consumers through e-commerce and analyze the level of consumer satisfaction with the purchase of gacoan noodle through e-commerce. Determination of the number of samples using nonprobability sampling, namely accidental sampling with the number of respondents as many as 96. The analysis methods used in this study are descriptive analysis, Customer Satisfaction Index (CSI) and Important Performance Analysis (IPA). The results showed that consumers were satisfied with the purchase of gacoan noodle food through e-commerce with a CSI value of 73.91%. The attributes that need to be considered and improved to increase consumer satisfaction through e-commerce can be seen through the cartesian diagram in the IPA analysis in quadrant I (top priority).

Analisis Tingkat Kepuasan Pelanggan Perusahaan Air Minum Daerah Lematang Enim Kabupaten Muara Enim

Many basic problems cause the level of performance and service in PDAM Lematang Enim to be low such as low water discharge of the Enim River, polluted raw water sources, changing raw water conditions, distribution of water to people's homes that often experience congestion, turbid water and unfit for consumption. From the above problems, this study raises one problem in PDAM Lematang Enim, Muara Enim Regency, namely analyzing customer satisfaction with the services and products provided by PDAM. Previous research on PDAMs was quite widely conducted, but research on the level of customer satisfaction in PDAM Lematang Enim Muara Enim is still limited and has not been done much, so further research is needed to assess how customer ratings of PDAMs will be analyzed and can be a reference for PDAM Lematang Enim performance. The data analysis used in the study consisted of customer satisfaction index (CSI) analysis, and binary logistic regression analysis. CSI analysis was conducted to assess the level of satisfaction of PDAM Lematang Enim Muara Enim service users. The results of the CSI analysis will then be used to determine the factors that affect the level of service user satisfaction using binary logistic regression analysis. The results obtained from this study from 135 respondents who are customers of PDAM Lematang Enim are PDAM Lematang Enim in general has carried out operational activities quite well overall which has been included in the Satisfied category with a CSI value of 67.6075028.

Analysis of the Level of Satisfaction of Farmers with the Performance of Extension Workers in Beef Cattle Farming in East Sinjai District, Sinjai Regency, Indonesia

The purpose of this study was to determine how satisfied farmers are with extension workers' work in the beef cattle industry in the Sinjai Timur subdistrict, Sinjai Regency, South Sulawesi Province. The study is descriptive and quantitative. The Slovin formula was used to establish the sample size for this study, which included 90 farmers. The Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and descriptive statistical analysis are some of the research analysis techniques used. According to the study's findings, IPA results in an average importance level (y) score of 2.78 and an average performance level (x) value of 3.00. TKi had a mean value of 90.28. The CSI calculation shows a satisfaction level of 60%, which means it was in the moderately satisfactory category. However, this value has not reached its maximum level. Accordingly, extension workers need to continue to improve their performance. To increase the CSI value, the performance of the qualities in quadrant II must also be maintained.

TINGKAT KEPUASAN PETANI MITRA KENTANG TERHADAP KINERJA KEMITRAAN DENGAN CV. BUMI AGRO TECHNOLOGY (Suatu Kasus Petani Kabupaten Garut)

Partnership can be one of the efforts to overcome problems that are often faced by horticultural farmers such as price, marketing, input provision, and capital availability. This study aims to explain the characteristics of farmers who partner with CV. Bumi Agro Technology, explaining the pattern of partnerships implemented, analyzes the satisfaction of partner farmers in partnering. This research is quantitative and qualitative research (mix method) using customer satisfaction index (CSI) and importance performance analysis (IPA) data analysis tools. This study was conducted in Garut Regency, West Java Province on 29 farmer respondents who were determined using the census sampling method. The results of the study are as follows: partnership pattern used by CV. Bumi Agro Technology and partner farmers are Agribusiness Operational Cooperation (KOA), the level of satisfaction of partner farmers with partnership performance is seen from five variables including satisfaction with the CSI value of 79.71%, attributes that are the top priorities to improve are policy attributes for partnership, quality of potatoes produced, accuracy of seed quality, improvement of farmer insight, guidance.