scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN MANGSI GRILL AND COFFEE DENPASAR

2019 ◽  
Vol 7 (3) ◽  
pp. 336
Author(s):  
Dian Mandasari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Interior Design ◽  
Quality Attributes ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
And Performance ◽  
Customer Values

The Aims of this research were to : (1) find out which of the product and service attributes that considered important by the customer to achieve customer satisfaction on product and service quality in Mangsi Grill And Coffee, (2) Calculate customer satisfaction level on product and service quality in Mangsi Grill And Coffee (3) To determine attributes that need to get priority from Mangsi Grill And Coffee according to the importance and performance level in giving satisfaction to customer in Mangsi Grill And Coffee. This research applied Customer Satisfaction Index (CSI) and Potential Gain In Customer Values (PGCV). The Result of the research showed that all of the service quality attributes considered important by the customer and so does for the 18 of 20 product quality attributes. The level of customer satisfaction based on CSI for service quality is 85% and on product quality is 82%, which shows that consumers are very satisfied with products and services at Mangsi Grill and Coffee. Service quality attributes that need to gain attention are employee appearance with indeks of PGCV 3.739; interior design with indeks of PGCV 3.735; internet availability (wifi) with indeks of PGCV 3.657; and equipments with indeks of PGCV 3.614, while product quality attributes that need to gain priority are food presentation with indeks of PGCV 3.759; the beverage presentation with indeks of PGCV 3.569; discount with indeks of PGCV 3.458 and social media application with indeks of PGCV 3.327. Keywords : coffee, product quality, service quality, customer satisfaction, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV)

scholarly journals Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)

2019 ◽  
Vol 7 (4) ◽  
pp. 594
Author(s):  
Made Nanda Pranata ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
Quality Of Products ◽  
Index Value ◽  
Customer Values

The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838;  while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).

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.

scholarly journals KEPUASAN KONSUMEN TERHADAP ATRIBUT KUALITAS MINUMAN KOPI DI JAVA PREANGER COFFEE HOUSE BANDUNG

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Rayi Rahmanisa ◽  
Agriani H. Sadeli
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Quality Attributes ◽  
Raw Material ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
And Performance ◽  
The Impact

ABSTRAKPenelitian ini bertujuan untuk mendeskripsikan karakteristik konsumen minuman kopi, kesesuaiantingkat kinerja dengan kepentingan atribut kualitas dan tingkat kepuasan konsumen mengenai atributkualitas produk minuman kopi di Java Preanger Coffee House, Bandung. Penelitian didesain secarakuantitatif dengan analisis Importance Performance Analysis dan Customer Satisfaction Index. Hasilpenelitian terhadap 62 orang responden menunjukkan bahwa (1) konsumen didominasi laki-laki,berpendidikan sarjana, berusia 25-30 tahun, pekerjaan wiraswasta, tinggal di kota Bandung danberpendapatan di atas Rp5.000.000 per bulan; (2) Berdasarkan hasil perhitungan IPA, atribut yangmemiliki kepentingan tinggi dan kinerja yang memuaskan meliputi atribut rasa, kualitas, bahan baku,kenyamanan tempat serta pelayanan. Atribut yang memiliki tingkat kepentingan yang tinggi namunkinerjanya perlu ditingkatkan adalah atribut harga, aroma dan cara penyajian. Atribut yang memilikikinerja yang biasa saja serta tingkat kepentingannya rendah adalah atribut manfaat, tampilan fisik,ukuran volume dan informasi menu. Sementara, atribut yang konsumen anggap kurang pentingpengaruhnya namun kinerjanya berlebihan adalah atribut variasi rasa. (3) Hasil perhitungan indekskepuasan konsumen menunjukan bahwa konsumen merasa puas atas kinerja atribut kualitas produksecara keseluruhan. Perusahaan harus meningkatkan kualitas produknya sehingga sesuai dengan hargayang ditawarkan, memberikan pelatihan kepada pramusaji, menggunakan teknik pengolahan kopiyang lebih baik. Sedangkan untuk penelitian selanjutnya sebaiknya diteliti kegiatan pemasaranpromosi dan distribusi terhadap kepuasan konsumenKata kunci: kepuasan konsumen, atribut kualitas, Customer Satisfaction Index, Importance, Performance Analysis, kopi.ABSTRACTThe aim of this research is to analyze consumers’ characteristic, the level of conformity betweenimportance and performance level of coffee’s quality attributes and the overall satisfaction level ofconsumers towards quality attributes of coffee in Java Preanger Coffee House. Design of this researchis quantitative with 62 respondents. This research used descriptive analysis, Importance PerformanceAnalysis and Customer Satisfaction Index. Results showed 1) the major consumers in Java PreangerCoffee House are men which age around 25-30 year old that have job in private sector. They live inBandung, have allowance per month more than Rp5.000.000 and have bachelor degree; (2) Based onImportance Performance Analysis, attributes that have high importance and performance are taste,raw material quality, convenience place, and service atrribute. Attributes that the performance shouldbe increased are price, flavor, and serving method. Attributes that have average performance and lowimportance are benefit, physical appereance, coffee volume, and information menu. Attribute that haslow importance but has too much performance is variance of flavor; 3) The Customer SatisfactionIndex calculation showed that Java Preanger Coffee House consumers are overall satisfied withperformance of the coffee drinks quality attribute. Companies should improve the quality of theirproducts to match the price offered, providing training to waiters and using better coffee processingtechniques. Further research should be investigated the impact of distribution and promotionmarketing activities on customer satisfaction.Keywords: customer satisfaction, quality attribute, Customer Satisfaction Index, ImportancePerformance Analysis , coffee.

scholarly journals Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

2019 ◽  
Vol 7 (4) ◽  
pp. 147-153
Author(s):  
Dewi Suranti ◽  
Yupianti Yupianti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Evidence ◽  
Agricultural Extension ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

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 Analisis Sistem Pendukung Keputusan Menentukan Kualitas Pelayanan Pada Hotel Grandhika Menggunakan Metode Customer Satisfaction Index dan Service Quality

2021 ◽  
Vol 19 (2) ◽  
pp. 85
Author(s):  
Suardi Yakub ◽  
Puji Sari Ramadhan ◽  
Siti Zahara ◽  
Jufri Halim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Hotel GranDhika Setia Budi Medan adalah hotel yang telah mendapatkan Bintang 4 dan berlokasi strategis yang terletak dekat dengan Universitas Sumatera Utara. Disini, para tamu dapat menikmati akses mudah ke berbagai pusat Pendidikan, bisnis, dan tujuan wisata di ibu kota Sumatera Utara. Hotel GranDhika mempunyai 101 ruangan Superior, 7 Deluxe Balcony, 12 Deluxe Executive, dan 3 Junior Suite. Serta mempunyai beberapa fasilitas diantaranya Internet akses yang cepat, Kolam Renang, Laundry, dll. Dari sumber tripadvisor saya mendapatkan data bahwa dari 59 ulasan, Hotel tersebut telah  mendaptakan nilai 3.5 (sangat bagus) diantaranya yang paling menonjol adalah Lokasi, Kebersihan, Layanan. Data yang saya ambil dari traveloka dengan jumlah tamu 2.131 telah mendapatkan nilai 8.6 dari 10 (Impressive), penilaian yang paling menonjol adalah kebersihan dan keramahan. Aplikasi ini bertujuan untuk membuat sebuah keputusan menggunakan metode CSI (Customer Satisfaction Index) dan Service Quality dengan hasil dengan hasil yang didapat adalah 75,55% dan menunjukkan data tersebut yang berarti konsumen puas.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN USAHA BENIH PADI CIGEULIS

2016 ◽  
Vol 15 (2) ◽  
pp. 203-212
Author(s):  
Siti Patimah ◽  
Basuki Sigit Priyono ◽  
Witman Rasyid
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Rice Seed ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

This research was conducted in Kepahiang District, Bengkulu Province which had been held from April 29, 2015 until May 29, 2015. The purposes of this study were (1). To determine level of service quality rice seed Cigeulis in BBIPP, (2). To determine level of Satisfaction of consumers to services rice seed Cigeulis. The method used for the service is a method Importance Performance Analysis (IPA) and the level of satisfaction using the Customer Satisfaction Index (CSI). From the CSI service Cigeulis rice seed in the district Kepahiang Bengkulu province amounted to 80,35% of this index is on a scale satisfied. Keywords: Performance, IPA, CSI

Sign in / Sign up

Export Citation Format

Share Document