Elementary School Learning Media Application Based on Android with Customer Satisfaction Index Method

The widespread use of betel leaf herbal toothpaste was because that toothpaste has commercially available and recently the interest in products based on natural ingredients has increased. This study aimed to determine the level of consumer satisfaction with the attributes of betel leaf toothpaste in Surakarta. Data analysis using the CSI (Customer Satisfaction Index) method. The research was conducted from August to November 2020 in various supermarkets in Surakarta with 100 consumers as respondents. The results showed that consumer satisfaction with betel leaf toothpaste in the supermarket in Surakarta was in the satisfied category (70.56%). The order of consumer satisfaction with the attributes of betel leaf toothpaste is the attribute of toothpaste color, taste, price, and packaging. Consumers are satisfied because their expectations in shopping for betel leaf toothpaste at supermarkets in Surakarta have been fulfilled.

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Usability Analyses on the Daily Evaluation System Application with Potential Gain Customer Value Method and Customer Satisfaction Index Method

Logic Jurnal Rancang Bangun dan Teknologi ◽

10.31940/logic.v20i3.2028 ◽

2020 ◽

Vol 20 (3) ◽

pp. 190-194

Author(s):

Ida Bagus Alit Swamardika ◽

◽

Made Sudarma ◽

Made Dinda Pradnya Pramita

Keyword(s):

Customer Satisfaction ◽

Evaluation System ◽

Customer Value ◽

User Centered Design ◽

Index Method ◽

Government Organizations ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Level Of Satisfaction ◽

Potential Gain

The advantage use of information technology is not only limited to individuals, but also organizations, especially government organizations. In 2003 the Indonesian government issued Presidential Instruction No. 3/2003 concerning national policies and strategies for e-government development. Based on this, a usability analysis is performed on the Daily Evaluation System (DES) application with the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method. The User Centered Design (UCD) is used as an indicator of the questionnaire and the results are analyzed using the CSI and PGCV methods. The results of CSI analysis of the satisfaction level showed the value of 70.95% for female respondents, while it is 70.84% for male respondents. The value of the level of satisfaction is equal to 67.42% for respondents aged 20-30 years, 72.07% for respondents aged 31-40 years, and 73.87% for respondents aged 41-60 years. The level of satisfaction for respondents in structural positions is 72.65% while for respondents in functional positions is 69.73%. Based on the ten UCD indicators, the highest percentage of satisfaction is the consistency indicator which is 77.82% and the lowest is the assistance and documentation indicator which is 63.00%. Based on the results of the PGCV analysis, it is showed that 11 attributes are needed to be the priority for improvement.

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ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX UNTUK MENENTUKAN STRATEGI PEMASARAN MENGGUNAKAN ANALISIS SWOT DI KAFE XYZ

JUMINTEN ◽

10.33005/juminten.v2i3.251 ◽

2021 ◽

Vol 2 (3) ◽

pp. 143-154

Author(s):

Agus Wahyu Abdirrahman ◽

Sumiati Sumiati

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Marketing Strategy ◽

Swot Analysis ◽

Marketing Strategies ◽

Coffee Shop ◽

Index Method ◽

Five Dimensions ◽

Satisfaction Index ◽

Customer Satisfaction Index

Kafe XYZ adalah salah satu pelaku usaha di Bidang Warung kopi di kawasan Kota Gresik yang mengarah ke semua kalangan dengan harga yang sangat mudah dijangkau oleh setiap lapisan masyarakat. Di Kafe XYZ belum pernah dilakukan pengukuran tingkat kepuasan pelanggan sebelumnya. Dan permasalahan eksternal yang dihadapi saat ini adalah maraknya bermunculan pesaing dengan konsep sejenis. Berdasarkan permasalahan, metode yang digunakan adalah Customer Satisfaction Index (CSI) dan SWOT. Metode CSI digunakan untuk mengukur tingkat kepuasan pelanggan sedangkan SWOT digunakan untuk merumuskan strategi pemasaran yang akan di terapkan perusahaan. Hasil penelitian yang dilakukan menggunakan metode CSI terhadap lima dimensi kualitas pelayanan menunjukkan angka 74,20% atau 0,7420. Angka tersebut menujukkan bahwa pelanggan sudah merasa puas dengan pelayanan yang telah dibelikan oleh Kafe XYZ. Dari hasil analisa SWOT didapatkan strategi ST (Strength dan Threats) yang berisikan strategi meningkatkan promosi, pembacaan tren atau fenomena, mengamati langkah pemasaran pesaing, dan meningkatkan cita rasa khas. Kata kunci: Kepuasan Pelanggan, Metode Customer Satisfaction Index, Metode SWOT, Strategi Pemasaran. ABSTRACT Kafe XYZ is one of the entrepreneurs in the field of the Coffee Shop Sector on Gresik City area that leads to all quarters with a price that is easily reached by each layer of the community. At Kafe XYZ has never done the measurement of the customer satisfcation before. The external problem that arises at this time is the emergence of similar concepts. Based on the problem, the methods used are the Customer Satisfaction Index (CSI) and SWOT. The CSI method is used to measure the customer satisfaction and SWOT used to formulate a marketing strategies that will practiced in the company. The results of research conducted uses the CSI method on five dimensions of service quality showed a figure 74.20% or 0.7420. This figure suggests that the customers had been satisfied with the services have been paid for by Kafe XYZ. From the SWOT analysis, it is found that the ST (Strength and Threats) strategy contains strategies to increase promotion, reading of a trend or phenomena, observe results of competitors' marketing steps, and incrase distinctive tastes.. Keywords : Customer Satisfaction, Customer Satisfaction Index Method, SWOT Method, Marketing Strategy.

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TINGKAT KEPUASAN KONSUMEN TERHADAP ATRIBUT BUAH PEPAYA DI PASAR TRADISIONAL KOTA SURAKARTA

JURNAL ILMIAH AGRINECA ◽

10.36728/afp.v20i2.1080 ◽

2020 ◽

Vol 20 (2) ◽

pp. 104-111

Author(s):

M.Th. Handayani ◽

Ratih Dwi Kartikasari ◽

Nur Husnina Fatin

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Index Method ◽

Satisfaction Index ◽

Traditional Markets ◽

Customer Satisfaction Index ◽

Level Of Satisfaction ◽

Consumer Ratings ◽

Traditional Market ◽

The City

This study aims to determine the level of satisfaction of consumers towards the attributes of papaya in the traditional market of Surakarya City. Data is processed using the CSI (Customer Satisfaction Index) method. The study was conducted from January to March 2020 in Surakarta City with 100 consumers as respondents. CSI analysis is used to measure the level of customer satisfaction through the calculation of consumer ratings of the attributes of indicators attached to an item. The results of the study based on CSI values indicate that the results of consumer satisfaction in traditional markets are classified as satisfied (80,59%). The order of consumer satisfaction with the attributes of papaya in traditional markets is the variable taste, size, level of maturity and price. Consumers are satisfied because the expectations in buying for papaya in traditional markets in the city of Surakarta have been fulfilled.

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APAKAH KEINTIMAN KEPADA KONSUMEN BERPENGARUH TERHADAP KEPUASAN KONSUMEN? STUDI KASUS PADA TEMPAT PENYEDIA JASA SERVIS MOBIL DI KOTA BANDUNG

JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK ◽

10.30988/jmil.v3i2.61 ◽

2019 ◽

Vol 3 (2) ◽

pp. 164-173

Author(s):

Irsyad Kamal (Universitas Padjadjaran - Indonesia) ◽

Deru R Indika (Universitas Padjadjaran - Indonesia) ◽

Muhamad Aqshel Revinzky (Universitas Padjadjaran - Indonesia)

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Current Trend ◽

Index Method ◽

Significance Level ◽

Purposive Sampling ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Marketing Orientation ◽

Customer Intimacy

Abstract A shift in marketing orientation, from transactional marketing to long-term and involves emotions that become the current trend. Many ways and efforts made by the company to win the current competition is to conduct customer intimacy towards its customers. This research is aimed to see how the relationship between customer intimacy and customer satisfaction, measured using ordinary linear regression. Independent variable in this research is customer intimacy with factors of Tailoring, Coaching, and Partnering, and dependent variable customer satisfaction with Tangible, Empathy, Responsiveness, Reliability and Assurance as its factors, processed using customer satisfaction index method. Purposive sampling method is used to reach 100 respondents and the data is analyzed using ordinary linear regression. Simultaneous t- test is used to test hypotheses with significance level of 10%. Result shows that customer intimacy has positive and significant influence to customer satisfaction. Customer intimacy is able to define 14,8% customer satisfaction. This indicates a low relationship of customer intimacy to customer satisfaction in car service center. Keywords: customer intimacy; customer satisfaction; service quality Abstrak Orientasi pemasaran yang mulai beralih dari pemasaran transaksional menjadi pemasaran yang bersifat jangka panjang dan melibatkan emosi menjadi tren saat ini. Banyak cara dan upaya yang dilakukan oleh perusahaan untuk memenangkan persaingan saat ini adalah dengan melakukan customer intimacy terhadap konsumen nya. Penelitian bertujuan untuk melihat hubungan antara customer intimacy terhadap customer satisfaction yang diukur berdasarkan regresi linier sederhana. Penelitian ini menggunakan customer intimacy sebagai variable independen dengan faktor-faktor Tailoring, Coaching, dan Partnering sedangkan variabel dependen yang digunakan adalah customer satisfaction dengan faktor-faktor Tangible, Empathy, Responsiveness, Reliability, dan Assurance yang diolah menggunakan metode customer satisfaction index. Penelitian ini menggunakan metode purposive sampling sebagai sampel dengan menggunakan 100 tanggapan responden untuk diteliti. Data dianalisis dengan regresi linear sederhana. Pengujian hipotesis menggunakan Uji t simultan dengan tingkat signifikansi 10%. Hasil pengujian menggunakan uji t menunjukkan bahwa di tempat penyedia jasa servis mobil variabel customer intimacy berpengaruh positif signifikan terhadap customer satisfaction. Selain itu variabel customer intimacy dapat menjelaskan 14,8% variabel customer satisfaction. Hal ini mengindikasikan adanya pengaruh yang rendah tapi pasti dari customer intimacy terhadap customer satisfaction di tempat penyedia jasa servis mobil. Kata kunci: keintiman kepada konsumen; kepuasan konsumen; kualitas servis

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Consumer Satisfaction Analysis Towards Chocolate-Based Product Using Importance Performance Analysis and Customer Satisfaction Index Method

10.31039/jomeino.2019.3.2.4 ◽

2019 ◽

pp. 48-65

Author(s):

Riska Septifani ◽

Siti Asmaul Mustaniroh ◽

Dio Rahmatri

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Index Method ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Satisfaction Analysis

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Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

Digital Zone Jurnal Teknologi Informasi dan Komunikasi ◽

10.31849/digitalzone.v10i2.3247 ◽

2019 ◽

Vol 10 (2) ◽

pp. 168-177

Author(s):

Haerdiansyah Syahnur ◽

Jafar Basalamah

Keyword(s):

Customer Satisfaction ◽

Gap Analysis ◽

Service Providers ◽

Customer Management ◽

Quadrant Analysis ◽

Internet Service Providers ◽

Internet Service ◽

Actual Performance ◽

Satisfaction Index ◽

Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

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The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

AQUATIC SCIENCE & MANAGEMENT ◽

10.35800/jasm.4.1.2016.14400 ◽

2016 ◽

Vol 4 (1) ◽

pp. 11

Author(s):

Recky Pangemanan ◽

Effendi P. Sitanggang ◽

Jardie A. Andaki

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Quantitative Methods ◽

Gap Analysis ◽

Document Preparation ◽

Clean Water ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Fish Catch ◽

Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

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