Customer Satisfaction Index Research Articles

Peran Kelembagaan Dalam Pengembangan Agribisnis Kubis (Brassica Oleracea) Pada Kelompok Tani Argoayuningtani Di Kabupaten Boyolali

This study aims to find out what institutions play a role in the development of cabbage agribusiness, find out the level of institutional performance, and find out the level of satisfaction of farmers with the institutional performance of cabbage agribusiness in the Argoayuningtani Farmer Group, Senden Village, Selo District, Boyolali Regency. The method used is the purposive sampling method. The data analysis methods used are likert analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The results of the study show that the institutional performance of production facilities, marketing, farmer groups, financing, as well as information and technology is considered satisfactory and in accordance with farmers' expectations. The priority for improvement is in quadrant 1, namely the quality of saprodi and agricultural tools, information and price stability, the existence of cooperatives, and farmer groups as production units. The level of satisfaction of farmers with the institutional performance of cabbage agribusiness is included in the satisfied category.

Strategy To Increase Customer Satisfaction Based On Service Quality

The purpose of this research is to determine and analyze how the affect of service quality (reliability, responsiveness, assurance, empathy, tangible) simultaneously and partially on customer satisfaction, customer satisfaction level index, and implementation and performance strategies of PT Jayamandiri Gemasejati Bogor. This research uses quantitative data and primary data types through distributing questionnaires using a Likert scale. The sample in this research distributrd to 100 people with non-probability sampling technique, namely accidental sampling. The method used in this research is multiple linear regression analysis. The results showed that in the simultaneous test results (f test) it was found that the independent variables of reliability, assurance, empathy, responsiveness, and Tangible simultaneously had a positive and significant affect on customer satisfaction and for the partial test results (t test) it is found that the variables of reliability, responsiveness, and assurance have a positive and significant affect on customer satisfaction, respectively At the same time, the variables of empathy and tangible partially are not having a positive and significant affect on customer satisfaction.. The result of the Customer Satisfaction Index (CSI) score of service quality is 68.25%. The implementation strategy uses important performance analysis (IPA), the strategy is a) Make continuous improvements so that performance attributes increase b) Maintaining so that the performance does not decrease c) This quadrant must be seriously managed because it usually causes customer disappointment d) Evaluate all excessive activities.

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.

Influence of residential physical environments on occupant experience: considering the moderating effects of indoor plants and climate zones

PurposeHome is a place/system/product that becomes increasingly occupied with various tasks used to be performed in workplaces. However, the knowledge of the relationship between residential physical environments and occupant experience is limited, especially when considering the effect of indoor plants (IPs) and climate zones. To address the gap, this study conducted a questionnaire survey in three cities across different regions in China.Design/methodology/approachBased on User Experience and Customer Satisfaction Index theory, following the research paradigm, a total of 627 valid samples were collected and analyzed in a stepwise statistical analysis, including descriptive statistics, reliability and validity test, correlation test and region comparison, then the model of PROCESS was adopted to examine the hypotheses that are given based on the former studies.FindingsThe results showed that residential physical environments have a significant effect on occupant satisfaction (OS) in all regions, as well as OS on occupant performance. However, regional differences were found that OS is a complete mediator in the Middle region, while a partial mediator in the North and South. A slight moderating effect of IPs was also found in the region of South. Nevertheless, both the number of plants and plant types have a significant moderating effect on the mechanism.Originality/valueBesides combining two theories and confirming the mechanism in the residential physical environment, it is also the first study to consider the moderating effects of IPs and climate zones, providing potential empirical support for not only design and management stages but also facing global challenges of working at home and climate changes.

Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Rawat Jalan Rumah Sakit X Menggunakan Service Quality Metode Costumer Statisfaction Index (CSI) dan Importance Performance Analysis (IPA)

This study aims to evaluate the level of customer satisfaction with outpatient services at Hospital X and identify areas that require improvement. The results of data processing show that the customer satisfaction index (CSI) value obtained is 76.435%, which is included in the "Satisfied" category. However, there are still a number of patients who are dissatisfied with the services they receive, so efforts are needed to improve the quality of outpatient services. Meanwhile, the results of further analysis using the importance performance analysis (IPA) method reveal attributes that require special attention. The attributes are in Quadrant I of the Cartesian IPA diagram, which shows improvement priorities. Recommendations for improvement include adding facilities such as drinking water stations, children's play areas, and spare chairs for patients queuing. Apart from that, it is necessary to design standard operating procedures (SOP) that are in accordance with doctors' schedules to avoid schedule conflicts, as well as regular training regarding service excellence for medical personnel and hospital staff. The implementation of these recommendations is expected to increase patient satisfaction with outpatient services at Hospital X.

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.

Enhancing Customer Satisfaction Index for Electric Bus service in Aligarh smart city: A case study on critical attributes and improvement strategies

Enhancing Customer Satisfaction Index for Electric Bus service in Aligarh smart city: A case study on critical attributes and improvement strategies

A hybrid scatter search method for solving fuzzy no-wait flow-shop scheduling problems

The literature published since the year 2000 was reviewed regarding the no-wait flow-shop scheduling (No-WFSS) problem. The No-WFSS problem with separate set-up times and fuzzy due dates is addressed to maximize the customer satisfaction index. A scatter search algorithm (SSA) is proposed, hybridized by some operators. The proposed SSA was first used for solving the considered fuzzy no-wait flow-shop scheduling with set-up time (FNo-WFSSWST) problem. Parameters were calibrated using 192 No-WFSS benchmark instances. The proposed SSA was compared with the genetic heuristic, adaptive learning approach, and hybrid ant colony optimization methods from the literature, showing significant performance improvements. It is concluded that the proposed algorithm is an efficient method for solving FNo-WFSSWST problems.

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.

THE PERFORMANCE OF TJILIK RIWUT AIRPORT TAXIS IN THE CITY OF PALANGKA RAYA CITY ACCORDING TO USER

The existence of the Tjilik Riwut airport plays a big role in the development of the Palangka Raya area and its surroundings, especially in providing convenience for domestic passengers who want to visit Palangka Raya City, especially students or tourists who come from outside the island of Kalimantan. The Tjilik Riwut airport taxi is the only airport taxi owned by the Tjilik Riwut airport taxi in the city of Palangka Raya. and it is necessary to know how the performance of the Tjilik Riwut airport taxi in Palangka Raya City according to airport taxi passengers as a consideration for users in determining the mode of transportation. Sampling was carried out by distributing questionnaires with a total of 94 respondents and then analyzed using the Customer Satisfaction Index (CSI) method to determine the level of customer satisfaction with the performance of airport taxis. The results of the CSI analysis on the performance assessment of Tjilik Riwut airport taxis in the city of Palangka Raya show the numbers 54.99 which are included in the category Quite Satisfied

An ANALYSIS OF CONTRACTOR PERFORMANCE FOR ROAD REHABILITATION WORK USING SPECIAL ALLOCATION FUND OF 2022 IN MALANG REGENCY

Road is one of basic infrastructure playing crucial role in development process. Good condition of road creates properes transportation system. It, in turns ensures smooth movement of men and goods. Good transportation will make price of public goods cheap. So far, road rehabilitation works in Malang regency are conducted by usin Special Allocation Fund raising severeal problems such as late down payment, material queue and other. This study aims at analysisng performance of contractor of road rehabiitation using Special Allocation Fund of 2022 in Malang Regency. Customer Satisfaction Index analysis is used to analyse the contractors performance. In addition, Importance Performance Analysis is employed to find out performance variabel that should be improved or maintained. Then, simple linear regression analysis is used to find out the correlation between stakeholders’ level of satisfaction and performance importance on the part of contractors of road rehabilitation works using Special Allocation Fund of 2022 in Malang Regency. The findings shows that stakehoders are higly satisfied with performance of contractors of road rehabilitation works using Special Allocation Fund of 2022 in Malang Regency. It is shown by score of CSI 86,99%. It is also found that there is positive and significant correlation between stakeholders’ level of satisfaction and performance importance on the part of contractors of road rehabilitation works using Special Allocation Fund of 2022 in Malang Regency. However, there are some performance variables that should be improved by the contractors.

Farmer Satisfaction with Financing Services at Sharia Microfinance Institutions Agribusiness (Sharia MFI-A)

The total share of financing for the agricultural sector from financial institutions in Indonesia is still relatively low. It is because the agriculture sector is considered high-risk and not bankable. Even though the demand for financing from the agricultural sector is very high. Sharia MFI-A is a financing institution friendly to farmers because it has Sharia principles and shares risks. The loyalty of its customers determines the sustainability of this business. Service quality and customer expectation are affect customer satisfaction. This study aims to analyze service attributes considered necessary by customers and customer satisfaction to financing services at Sharia MFI-A. This research was conducted in West Sumatra, a province famous for its local principles of “Adat basandi sayarak, syarak basandi kitabullah”. The research was conducted on Sharia MFI-A namely in Agam Regency. The respondents were farmers who received financing in 2022. Five variables were observed: tangible, reliability, responsiveness, assurance, and empathy and measured using the Likert scale. Data analysis used Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results showed that CSI’s score on Sharia MFI-A services is 88.28%, including the range of very satisfied criteria. Customers expressed very satisfaction with the performance of Sharia MFI-A services because the office is clean and comfortable, fast and friendly service, guaranteed customer confidentiality, and proft sharing transparency. This is by the principles of sharia services, namely fairness, and honesty in transactions ('adl wa tawazun), maslahah, and does not contain gharar and riba. Customer satisfaction with the services will affect farmers' loyalty to utilizing financing services from Sharia MFI-A in the future.

Improving Integration of Transportation Modes for Hinterland of Prigi Commercial Port, East Java Province, Indonesia

Prigi Commercial Port was developed to bridge the economic gap between northern and southern regions of East Java Province. Therefore this research analyses the integration of transportation modes in hinterland region of Prigi Commercial Port. Data was collected from the research region and assessed using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results have shown the transportation modes in hinterland region of Prigi Commercial Port to be inadequate and partially achieved. The government took two steps and the first was associated with the preservation and improvement of the positive aspects of transportation mode integration, such as intermodal network availability, route clarity, transfer points across various networks, and time. The second step addressed the less satisfactory elements, such as the availability of primary modes, information, clarity schedule transparency, fare details, clear timing information, and modes connection.

FARMER SATISFACTION WITH THE FARMER CARD PROGRAM IN KENDAL REGENCY, CENTRAL JAVA

The subsidized fertilizer distribution program through farmer card (Kartu Tani), initiated since 2016, requires evaluation and improvement in its implementation. The use of subsidized fertilizers must be precise in its dose and timing in order to increase productivity. The purpose of this study is to analyze the level of satisfaction of farmers with the farmer cardprogram related to subsidized fertilizers. This research employs the survey method. The location was determined by purposive sampling with five urban villages based on the number of distributed cards and each of them represents three regions; lowlands, midlands, and uplands. The respondents to this study were 100 people; 20 people from each urban village were selected using the random sampling method. The data were taken using the interview method based on questionnaires distributed to farmers. The collected data was then analyzed using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The results showed that most of the farmers who received the card in Kendal Regency were predominantly male, had high school education, and with an average land ownership of 0.5-1.0 hectares. The IPA analysis showed that in quadrant I (8 attributes need improvement), quadrant II (there are 16 achievement attributes that need to be maintained), quadrant III (11 low priority attributes) and quadrant IV (7 redundant attributes). Farmers' satisfaction with the farmer card program is at 71.69%, which is in the range of 61%-80.99%. In other words, the farmers are satisfied with the farmer ard services provided by the government.

EVALUASI KINERJA PELABUHAN PANTOLOAN KOTA PALU

The city of Palu is located in a very strategic area which making it a gateway to connect Central Sulawesi with Kalimantan Island. Pantoloan port developed as a support for the movement but even with the strategic location and enormous potential, this port tends to be quiet with activities that should be present at ports in general. This research aims to determine the level of satisfaction of port users and to analyze the factors that influence its performance. This research using a descriptive method with qualitative approach through distributing questionnaires to respondents which later be analyzed using the Customer Satisfaction Index and Importance Performance Analysis methods. The results of the evaluation study on the performance of Pantoloan Port are that port users are quite satisfied with a percentage reaching 52%. Other factors that greatly influence the level of satisfaction and are priorities in developing port performance are timeliness, accessibility and affordable rates.

ABOUT THE METHODOLOGY FOR ASSESSING THE DIGITAL MATURITY OF TELECOMMUNICATION COMPANIES

The article briefly describes the impact of modern global processes on the activities of companies in general and telecommunications companies in particular. A brief systematic description of contemporary models and methods for assessing the digital maturity of enterprises and a detailed description of the methodology for assessing the loyalty and trust of consumers of telecommunications services is provided. The author's model for evaluating the digital maturity of telecommunications companies, obtained by expanding the European Customer Satisfaction Index (ECSI) model, is presented. The methodology for conducting elite interviews, questioning a large number of respondents, and the features of processing such data are described. The topics of interviewing senior managers of telecommunications companies in Israel on the issues of assessing digital maturity are presented. Questions from a survey of telecommunications company users about loyalty, consumer trust, and digitalisation priorities are also given.

A Study of Risk and Efficiency in Public and Private Sector Banks in India

This study aims to compare the risk profiles and operational efficiencies between public and private sector banks in India. By analysing various financial metrics and employing advanced statistical techniques, we seek to uncover the underlying factors contributing to the differences in performance between these two sectors. The investigation encompasses a comprehensive review of both quantitative and qualitative data, including but not limited to, capital adequacy ratios, non-performing assets (NPAs), return on assets (ROA), and customer satisfaction indices. Furthermore, the study delves into the regulatory environment, technological adoption, and strategic initiatives undertaken by these banks to mitigate risks and enhance efficiency. Through this comparative analysis, we aim to provide insights that could inform policy decisions, strategic planning, and risk management practices within the banking industry in India. Keywords: Banking sector, Risk management, Operational efficiency, Public vs. private banks, financial performance, Regulatory environment, Technological adoption.

SIKAP DAN KEPUASAN KONSUMEN DALAM MENGONSUMSI JAMU KUNYIT ASAM INSTAN SEBAGAI MINUMAN KESEHATAN DI KOTA BANDAR LAMPUNG

The purposes of this study were to analyze the decision-making process and consumer attitudes, to observe consumption patterns and to measure the level of consumer satisfaction of Sido Muncul and Herbadrink instant sour turmeric herbs in Bandar Lampung City. This study used the survey method and was conducted in January-February 2023 in Bandar Lampung by distributing the Google Form questionnaires. The number of respondents in this study was 80 people. The data were analyzed by descriptive analysis, Fishbein's multiattributes and Customer Satisfaction Index (CSI). The results showed that consumers consumed instant tamarind turmeric herbal medicine in order to relieve menstrual pain. All consumers were satisfied and agreed to repeat purchases. If the product runs out where consumers tend to buy, consumers would buy elsewhere. Measurement of consumers attitudes toward multi-atribute products resulted Ao score of 89.179 (Sido Muncul) and 86.688 (Herbadrink). The average amount of consumption of Sido Muncul herbal medicine was higher. Both consumers liked the original variant and made purchases every month before menstruation. The level of consumer satisfaction for both brands of herbal medicine was included in the satisfied category in which CSI scores of Sido Muncul sour turmeric was 79.95 and Herbadrink was 79.10.Key words: attitudes, consumers, jamu, satisfaction

KEY PERFORMANCE INDICATORS FOR THE CREATIVE INDUSTRY

At present, the economy is developing technologically, and the creative economy makes use of new knowledge, technology and human creativity. The creative economy consists of the creative and cultural industries. Many authors deal with the issue of the creative economy and conclude that the creative industry has the potential to lead the economic sector or the economic level of regions. This paper addresses the issue of key performance indicators in the creative industries. It defines concepts such as creativity, the difference between creative and cultural industries and key performance indicators (KPIs). The research for this paper focused on the world's most awarded agencies for creativity, the world's most awarded brands for creativity and the world's most awarded countries for creativity. KPIs can be used to identify and compare the work of organisations in the creative and cultural industries. If the goals of the organisation are set and selected correctly, KPIs will provide measures of effectiveness in achieving them. The aim of this paper is to define key performance indicators for the creative industries. The method of collecting and processing information was used to collect information and then process the information related to the given topic. The method of analysis and synthesis was used to select a number of secondary data from internet sources and to trace the relationships between the chapters. The method of comparison was used to compare the information obtained. The methods of induction and deduction are used to evaluate and draw general conclusions. One of the main sources of data for the piece was the WARC Rankings 2023: Creative 100, which represents the most awarded campaigns and companies in the world. The KPIs were developed in six areas: financial, client, project, people, sales and website. Financial KPIs are the most important and reflect the performance of the creative agency as a whole. Customer KPIs show performance for the customer domain, track cost per customer and track the customer satisfaction index. Project KPIs focus on the moving parts of the project, regardless of the project management methodology. People KPIs include specific and quantifiable metrics to measure people performance, effectiveness and productivity. In sales, monthly sales growth, sales target attainment, cost as a percentage of sales and shopping basket abandonment rates are monitored. Performance monitoring should be important to all business units because it shows and reflects performance that is important to the achievement of goals or the survival of the business or institution.