Customer Satisfaction Index Value Research Articles

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.

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.

ANALISIS TINGKAT KEPUASAN PEMILIK PROYEK TERHADAP KINERJA KONTRAKTOR PADA PEKERJAAN KONSTRUKSI DI KOTA AMBON

The contractor is a construction company that is key in implementing construction projects in the city of Ambon. The problem that occurs is the performance of contractor services in the city of Ambon is not optimal, so construction services with low quality and product quality are not in accordance with the expectations of the project owner. This study aims to determine the level of satisfaction of project owners on the quality of contractor performance in Ambon City and to evaluate this performance. Data analysis used the CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) methods with the help of the SPSS 25 application. The variable attributes in this study totaled 36 attributes and the number of samples in this study were 100 respondents. From the analysis results obtained a CSI value of 0.803 with a satisfied classification so that it can be said that the construction project owner is satisfied with the contractor's performance on construction work in the city of Ambon. From the results of the IPA analysis it is known that the contractor's performance attributes which are the top priority for performance improvement include 8 attributes X1.5, X2.1, X3.6, X3.8, X4.3, X4.4,and X4.5.Keywords: Contractor Performance, Customer Satisfaction, Owner Satisfaction Index

ANALISIS KEPUASAN KONSUMEN BERBELANJA BUAH DI PASAR MODERN SAAT PANDEMI COVID-19 DI KOTA PEKANBARU (STUDI KASUS JUMBO MART DELIMA)

<p class="Default"><em>Jumbo Mart Delima is a modern market that sells various types of imported and local fruits. During the Covid-19 pandemic, people tend to choose to shop in places that are strict in implementing health protocols such as modern markets because they feel more secure when shopping. This research aims to identify the characteristics and analyze consumer satisfaction in shopping for fruit in modern markets during the Covid-19 pandemic. This research was conducted at the modern market of JMD in Delima Village, Tampan District, Pekanbaru city, with a survey method in June - July 2021. The selected respondents were consumers who came to shop for fruit at JMD with a purposive sampling method where the number of samples was 50 respondents. The data analysis method used is the Customer Satisfaction Index (CSI) method to determine customer satisfaction and the Importance Performance Analysis (IPA) method to identify the level of importance attribute and priority improvements that JMD must make. The results showed that the CSI value was 85.85%, which means that consumers are very satisfied with the performance of JMD. The highest CSI value is in cost and convenience at 89.91%. Based on the IPA method, there is one variable in quadrant I (main priority), five variables in quadrant II (maintain achievement), and one variable in quadrant III (low priority). The IPA results on attributes are known to have no attributes in quadrant I, there are 16 attributes in quadrant II, eight attributes in quadrant III, and three attributes in quadrant IV.</em><em></em></p>

Analysis of the Quality of Education Services on the Satisfaction of Parents of Students of the Aulady Model Elementary School

This study aims to determine the level of interest of students' parents and the level of company performance as well as the satisfaction of parents of students with educational services at SD Model Aulady Ciamis. Importance Performance Analysis (IPA) is used to determine the level of importance and performance given by SD Model Aulady. While calculating the satisfaction of parents of students using the customer satisfaction index (CSI). At the level of interest of students' parents, it was found that the teacher's attribute of teaching with discipline and on time was considered the most important with an average value of 4.96. As for the company's performance level, the attribute of teachers mastering learning materials is considered to have the highest performance with an average value of 3.83. Attributes when there is a problem, the teacher always solves it quickly and accurately, students are able to read the Koran using the tamyiz method according to their class level, students are able to carry out obligatory and circumcision prayers along with their readings, and the school has complete facilities to support learning and education, this is indicated by its position in quadrant A (top priority for improvement). The calculation results show that the parents of students/respondents are satisfied with the company's performance with a CSI value of 86.15%.

Analysis of Customer Satisfaction and Loyalty at Wong Solo Restaurant During the Covid-19 Pandemic in Kendari City

This study analyzes customer satisfaction and loyalty at the Wong Solo restaurant during the Covid-19 pandemic in Kendari City. The type of data used in this research is primary data obtained through interviews with customers of the Wong Solo restaurant. This research was conducted in April 2022. The research location was determined purposively, and the number of samples in this study was 50 people—sampling using the Accidental Sampling method by specifying several criteria. The customer satisfaction index (CSI) and Brand Loyalty analysis are used. The results of this study indicate that the CSI value obtained, which is 70%, is in the satisfied category. Meanwhile, customer loyalty shows that customers are loyal to the performance and services the Wong Solo restaurant provides.

QUALITY OF CONSTRUCTION PROJECT INTERNSHIP LEARNING THROUGH CUSTOMER SATISFICATION INDEX (CSI) MEASUREMENT AND IMPORTANT-PERFORMANCE ANALYSIS

Link and match between the world of business—industry and the flexibility—adaptability to rapid changes in the future, aresome of the reasons why higher education equipped with the Merdeka Belajar-Kampus Merdeka or MBKM system isnecessary. Internshipis one of the MBKM programs, which provides opportunities for students to gain professional work experience in the business world or industry. Civil Engineering Study Program, Universitas Trisakti is organizing an Internship program on Construction Projects in the Odd semester of 2021/2022 academic year. This study is an attempt to share knowledge about stake holder perceptions (students, lecturers, staff, and cooperation partners) regarding the success and failure of the implementation of MBKM. The measurement was based on the priority and satisfaction levels, with the variables of educational infrastructure, reliability, responsiveness, empathy, treatment of students and information systems. This is a quantitative descriptive study using a questionnaire distributed to 217 students, 26 permanent lecturers and 12 civil engineering administration staff as respondents. Cartesian diagram Importance Performance Analysis (IPA) is used to map the value of Customer Satisfaction Index (CSI) which shows the level of stakeholde rsatisfactions. The results show that the CSI values (satisfaction level) areas follows: students has reached 75.67% as itisforadministration staff75.15%, where as lecturers show a quite higher level which is 81.75%. In order to develop a well-organized MBKM in the future, institutions need to establish and manage programs interms of : coordinating between lecturers and field supervisors, adjusting field course Materials to student needs, socializing the amount of MBKM funds to students participating ininternships, and organizing remedial mechanisms. Based on the data analysis,100% of cooperating partners support the continuation of MBKM program and propose that qualified apprentices would become employees in their companies. Keywords: Construction Project, Internship Learning, Customer Satisfaction Index, Important-Performance Analysis.

Marketing Strategy and Consumer Satisfaction in Gen Z’s Purchasing Decision (Study Case at Mie Gacoan Bogor)

Mie Gacoan is a growing culinary business in Bogor. Mie Gacoan offers a menu of noodles with different levels of spiciness depending on what the customer wants. This type of noodle food is increasingly popular in society, especially among the younger generation. In conditions of solid commercial competition, many businesses must prioritize consumer satisfaction so that consumers remain loyal and do not start consuming competitors’ products. This can only be achieved if customer satisfaction is achieved. Several dimensions, including product quality dimensions and service quality dimensions, can measure customer satisfaction. Therefore, this paper’s objectives are: (1) to analyze the decision-making process of Gen Z as consumers of Mie Gacoan Bogor City. (2) to analyze the level of consumer satisfaction of Mie Gacoan in Bogor City. This research uses questionnaires to collect data by interviewing Generation Z as Mie Gacoan consumers to obtain information. It uses the CSI (Customer Satisfaction Index) as a research method. Based on research, the CSI value obtained is 89.7%, which states that the level of customer satisfaction is delighted based on the analysis of the level of satisfaction with CSI calculations.