scholarly journals Potential Gain in Customer Value and Customer Satisfaction Index Method For Analysis of Customer Satisfaction Level (Case Study In Pt. Anteraja)

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Sancha Arema Data ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
General Public ◽  
Customer Value ◽  
Service Systems ◽  
Satisfaction Level ◽  
Index Method ◽  
Satisfaction Index ◽  
Potential Gain ◽  
The World

UD PT. Tri Adi Bersama is a technology-based shipping service company known as Anteraja and sends packages by courier called Satria. This company is a supporter of Tokopedia's ecommers and will expand to other marketplaces. Currently, staging stores exist throughout Indonesia, except Papua. In the world of expedition or competing services from various companies, there are so many companies, but from all of that companies must think creatively in the services they provide to customers or consumers, companies must compete - competing for creativity in program problems that they will apply in their promotional system. Other online services have also been rampant in the general public and for competitors they also have promo programs and express facilities have tough challenges compared to other services which are only in the form of dropship services in staging areas. The Pick Up service is a service that is featured from the expedition of the Triputra group with a specified pick-up period, so the shiper or what can be called the shop owner can control and manage delivery schedules without being confused about delays in delivery The purpose of this research is to obtain complaint data to evaluate the level of customer satisfaction so that it can be used as a benchmark for companies in improving their service systems to customers using the CSI and PGCV methods.

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

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.

scholarly journals ANALISIS KUALITAS LAYANAN BERDASARKAN PERILAKU PELANGGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) DI PT. USTEGRA (USAHA TEHNIK GRAFIKA).

JUMINTEN ◽  
2021 ◽  
Vol 2 (2) ◽  
pp. 132-143
Author(s):  
Nadia Sarasabella Andrijanto ◽  
Sumiati Sumiati
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

PT.Ustegra adalah sebuah perusahaan swasta nasional Indonesia yang didirikan pada tahun 2018. PT. Ustegra bergerak di bidang pembuatan roll karet baru dan pelayanan perbaikan. Permasalahan pada PT. Ustegra terdapat pada bidang pemasaran khusunya pada bagian sales. Terdapat pernyataan-pernyataan sales yang tidak ditepati seperti proses pengerjaan yang cepat, tepat dan sesuai dengan keinginan sehingga menyebabkan pelanggan merasa tidak nyaman dengan pelayanan di PT. Ustegra. Penelitian ini menggunakan metode Customer Satisfaction Index untuk memahami kepuasan pelanggan perusahaan dan kualitas layanan yang diberikan oleh perusahaan dan Potential Gain Customer Value untuk memberikan usualan perbaikan. Dengan menggunakan metode CSI didapatkan nilai IKP yaitu 42,73% atau 0,4273 yang berada pada kisaran 0,35 - 0,50 yang artinya kurang puas berdasarkan indeks kepuasan pelanggan. selanjutkan dilakukan pemeringkatan dengan metode Potential Gain Customer Value maka diperoleh peringkat sebagai rekomendasi strategi perbaikan dengan lima peringkat tertinggi yaitu Menjamin produk ketangan konsumen dengan aman (D3) dengan nilai 14,3372, selanjutnya atribut Mempunyai layanan hotline tentang keluhan konsumen (D4) dengan nilai 13,794, Memberikan kemudahan akses informasi tentang pelayanan PT. Ustegra (E1) dengan nilai 13,6406, Memberikan perhatian yang lebih kepada konsumen PT. Ustegra (E2) dengan nilai 13,6406, Mempunyai sarana komunikasi yang lengkap guna menunjang pelayanan PT. Ustegra (A2) dengan nilai 13,584.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN RUMAH MAKAN “XXX” LAMONGAN DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (4) ◽  
pp. 712
Author(s):  
Rinty Azaria ◽  
Sudarma Widjaya ◽  
Maya Riantini
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Case Study Method ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Fishbein Model

This study aims to explore the consumers’ attitudes and satisfaction toward restaurant. This research is conducted at "XXX" Lamongan Restaurant in Bandar Lampung. Data collection was carried out in January-February 2019 by the case study method employing the number of respondents of 60 people who were selected by nonprobability sampling method. The data were analyzed using Multiatribut Fishbein Model, Customer Satisfaction Index and Importance Performance Analysis. The results of this research showed that food taste has the highest score of consumers attitude toward restaurant. The satisfaction level of the restaurant has the value of 83.73%, included to the very satisfied category. The restaurant has been implementing the product attributes that were suitable with consumers’ wishes.Key words : consumer, restaurant, satisfaction

scholarly journals ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE CSI DAN PGCV DI TOKO XYZ

2021 ◽  
Vol 16 (2) ◽  
pp. 96-107
Author(s):  
Nesya Putri Ardianti ◽  
Minto Waluyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

Kepuasan pelanggan adalah sesuatu yang diterima dan dirasakan oleh seseorang berdasarkan pelayanan yang telah diberikan dan dibandingkan dengan apa yang diinginkan. Kepuasan timbul apabila yang diterima dan yang dirasakan oleh pelanggan telah sesuai dengan harapannya. Masalah yang sering terjadi adalah adanya beberapa jenis keluhan yang sering diadukan melalui ulasan online para pelanggan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan menggunakan metode CSI dan PGCV pada Toko XYZ. Metode CSI digunakan untuk mengukur tingkat kepentingan dan kinerja pelanggan sedangkan metode PGCV digunakan untuk menentukan prioritas atribut perbaikan pelayanan. Kesimpulan dari penelitian ini didapatkan tingkat kepuasan pelanggan Toko XYZ sebesar 71% yang mengindikasikan bahwa pelanggan puas dan berdasarkan hasil PGCV didapatkan atribut prioritas perbaikan yaitu ketersediaan meja dan kursi untuk pengunjung dengan indeks sebesar 6,8442   Kata Kunci: Kepuasan Pelanggan, Kualitas Pelayanan, Customer Satisfaction Index (CSI), Potential Gain In Customer Value (PGCV)

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

Let Customers Determine Performance Bonus

1999 ◽  
Vol 24 (1) ◽  
pp. 79-86
Author(s):  
M Kakati
Keyword(s):  
Customer Satisfaction ◽  
Payoff Matrix ◽  
Hospital Industry ◽  
Satisfaction Level ◽  
Alternative Models ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Primary Driver ◽  
Bonus Plan

This paper by Kakati asserts that customer satisfaction should be the primary driver and measure of employees' performance and hence there is need for linking performance bonus to the customer satisfaction index. Subsequently, it explores theoretical and practical issues regarding the measurement of customer satisfaction and presents three alternative models (linear, conjunctive, and disjunctive) for measuring overall customer satisfaction level. Further, it provides an ideal bonus plan that ties up bonus to the index of customer satisfaction and payoff matrix. Finally, it presents a case study in a hospital industry where a similar bonus plan has been very recently put into operation.

scholarly journals Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di “Waroeng Kampoeng” Jimbaran menggunakan Metode Customer Satisfaction Index (CSI) dan Potential Gain Customer Value (PGCV)

2020 ◽  
Vol 8 (4) ◽  
pp. 535
Author(s):  
Pandu Desta Wisanggeni ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Direct Evidence ◽  
Employee Behavior ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

"Waroeng Kampoeng" is a culinary business that has a menu variant of Chinese food & Indonesian food which is always crowded with visitors, however, an analysis of customer satisfaction is needed to support the successful achievement of satisfaction from service and product quality at a restaurant. The purpose of this research is to (1) find out what attributes are considered important by consumers for achieving customer satisfaction with the quality of products and services in "Waroeng Kampoeng" (2) to measure the performance of services provided "Waroeng Kampoeng" for customer satisfaction (3) determine the level customer satisfaction with products and services in "Waroeng Kampoeng" (4) determine the attributes that need to get priority from the company based on the level of importance and performance to provide satisfaction with customer satisfaction in "Waroeng Kampoeng". The method used to measure the level of customer satisfaction in this study is by distributing questionnaires to 95 selected respondents and will be calculated using the Customer Satisfaction Index (CSI) and Customer Benefit Potential Value (PGCV) with two observed service quality variables, namely direct evidence. , reliability, responsiveness, assurance and empath. Meanwhile, the second variable is the product quality variable which is observed is menu, price, and promotion. The results showed that there are 2 important attributes in determining customer satisfaction with service quality at "waroeng Kampoeng", namely direct evidence and assurance. Meanwhile, the product quality in "Waroeng Kampoeng" is the price and product. The service performance that is already good at "waroeng Kampoeng" is direct evidence that includes cleanliness of the place, cleanliness of the equipment used and WIFI facilities, while what includes guarantees is employee knowledge of the menu, transaction convenience and employee behavior. While the product performance that is already good in "waroeng Kampoeng" is the quality of the product which includes the taste of the drink, the presentation of the drink, the suitability of the food price with the portion, the suitability of the price of the drink with the portion, the variety of the food menu with quality, the suitability of the drink price with the quality and the suitability of the food price. with quality. Based on the customer satisfaction index service quality in "waroeng kampoeng" obtained 79% and the product quality customer satisfaction index in "waroeng kampoeng" 78%, which is included in the satisfied category. The PGCV results show that the attribute that needs to be improved from service quality is employee behavior because the value obtained is 3.23 and the attribute that needs to be improved from the product quality is the suitability of the price of the drink with the quality with the value obtained of 2.93. Keywords : customer satisfaction index, quality of product, quality of service, potential gain customer value.

An approach to setting up a national customer satisfaction index: the Jordan case study

2011 ◽  
Vol 38 (9) ◽  
pp. 1977-1993 ◽  
Author(s):  
Amjad D. Al-Nasser ◽  
Mohammad Y. Al-Rawwash ◽  
Anas S. Alakhras
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

scholarly journals The Influence of Product, Restaurant Atmosphere, Customer Value, and Customer Loyalty through Customer Statisfacation as Mediation (Case study on Choie Dimsum Surabaya)

2021 ◽  
Vol 2 (4) ◽  
pp. 244-250
Author(s):  
Romadini Antikasari ◽  
Agus Baktiono ◽  
I Gede Arimbawa ◽  
Elok Damayanti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Technique

The purpose of this study was to analyze the effect of product quality, restaurant atmosphere, and customer value on customer satisfaction and customer loyalty. This type of research is quantitative. The population of this study were 95 respondents who bought at Surabaya Choie Dimsum. The analysis technique used is Partial Least Square (PLS). Data was obtained from questionnaires and tested with the SmartPLS 3.0 application. The results of this study indicate that product quality, restaurant atmosphere, and customer value have a positive and significant influence on customer satisfaction and customer loyalty. And customer satisfaction has a positive and significant influence on customer loyalty.

Employing Digital Reality Technologies in Art Exhibitions and Museums

2020 ◽  
pp. 139-161 ◽  
Author(s):  
Yowei Kang ◽  
Kenneth C. C. Yang
Keyword(s):  
General Public ◽  
Best Practice ◽  
Cultural Industry ◽  
Art Exhibitions ◽  
Art Exhibition ◽  
Study Approach ◽  
Current State ◽  
The World ◽  
Technology Applications

The global AR, MR, and VR markets will reach USD$40.6 billion in 2019. As a result, digital reality technologies have become a key component of promoting art exhibition and museum industries to the general public around the world. Emerging applications such as ARCHEOGUIDE, ARCO, and 3D-MURALE have allowed museum-goers to access archeological artefacts and sites remotely without physically visiting the museums. Digital reality technologies have therefore been perceived to have the great potential to promote (creative) cultural industry contents, because of the characteristics of these platforms (e.g., interactivity, realism, and visualization). This chapter employs a case study approach to discuss the current state of digital reality technology applications in museums and art exhibitions around the world. The study provides several best practice examples to demonstrate how digital reality technologies have fundamentally transformed the art exhibitions and museums.

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