Does Demographics Matter in Measuring Customer Satisfaction: Hypothetical Evidence from Indian Telecom Sector

Virtually all the sectors of economy such as finance, banking, hospitality and other businesses have grown up substantially in the past few years due to the growth of mobile service sector. From the inception of Reliance Jio in Madhya Pradesh, It has occupied a large number of customers in terms of no. of subscribers. This creates unrest among the telecom service operators operating in Madhya Pradesh. As the market moves forward, customer satisfaction becomes imperative for service firms to remain combative at marketplace. To study customer satisfaction, it is mandatory to study socio demographics of customers. Hence efforts have been made in this research paper to study the satisfaction level of customers from several demographic variables. This is a hypothetical research study in which primary data is collected from 500 active mobile users of Bhopal (MP), India. One way ANOVA and T-test were used to analyze the data through SPSS 21.0 software. Specific variables of American customer satisfaction index (ACSI) and European customer satisfaction index (ECSI) were being studied with different socio demographic variable of customers to move ahead in present research study. Significant difference was found in level of customer satisfaction with the age group and type of connection in telecom sector.

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Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

International Journal of Green Tourism Research and Applications ◽

10.31940/ijogtra.v3i2.58-68 ◽

2021 ◽

Vol 3 (2) ◽

pp. 58-58

Author(s):

Risa Hani Safitri ◽

◽

I Gusti Agung Bagus Mataram ◽

I Putu Krisna Arta Widana ◽

◽

...

Keyword(s):

Performance Analysis ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Primary Data ◽

Quality Level ◽

Validity And Reliability ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Guest Satisfaction

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

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Penentuan Prioritas Pelayanan Pengguna Jasa Kereta Api Dalam Transportasi Antarmoda Di Stasiun Gambir

Warta Penelitian Perhubungan ◽

10.25104/warlit.v22i5.1122 ◽

2010 ◽

Vol 22 (5) ◽

pp. 569-578

Author(s):

Yessi Gusleni

Keyword(s):

Customer Satisfaction ◽

Research Study ◽

Quality Function ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Disabled Elderly ◽

Mode Of Transport

This research study is a continuation of the senrice user qualihJ of railwat; senrice in intennodetransport at the Gambir station, with the result of research using IPA analysis metlwds (ImportancePerformance Analysis) and CSI (Customer Satisfaction Index), there are 7 (seven) attribute that hasvalue perception of low mlue but lurue high expectntions, the ease of obtnining information routejbusroute for the train seruices user inter-1110rfe of transport, sernrity guarantees for railwm; sennce userinter-mode of transport, officer prauide sen1ice to train user wlw have limited (disabled, elderly, etc).T7re crossing facilities, street facilities (corridor/road interface), and facilities for disabled/elderly.This rearch has the objective to determine tire priorities that can be done to improve intermodetransport senTices in Gambir station for train senrice users pracrided bt; PT. Kereta Api (Pesero) andtire local gavernment of D Kl frzknrtn .Result from research of seniice qualih; for train user i11 intermode of transport in Gambir stations,furtl?er in this study, in order to determine tire priority using tire quality function deplot;ment (jfd)analysis metlwd.The result of Quality Fuction Deplot;ment (QFD) analysis can re identified 13 priorities that can reimplemented to imprave the management of senTice quality.

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ANALYSIS OF KARAWANG ONLINE SALES CUSTOMER SATISFACTION USING CUSTOMER SATISFACTION INDEX (CSI) METHOD

Jurnal Pilar Nusa Mandiri ◽

10.33480/pilar.v16i1.1111 ◽

2020 ◽

Vol 16 (1) ◽

pp. 7-12

Author(s):

Hannie Hannie ◽

Ultach Enri ◽

Yuyun Umaidah

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Sampling Method ◽

Secondary Data ◽

Primary Data ◽

Probability Sampling ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Online Sales ◽

Marketing Area

Karawang is one of the industrial cities. Most industry players look at Karawang as a strategic city to run a business. Many products have been produced from Karawang. However, there are lack in promoting, marketing the product and expanding the marketing area. The analysis of consumer satisfaction in Karawang is to determine the satisfaction of Karawang consumers to the prospects of promising online sales. Service attributes can be included in increasing online sales at Karawang using the Customer Satisfaction Index (CSI) method. The result of the Customer Satisfaction Index (CSI) is 78.43% which means that overall consumers who live in Karawang and have been shopped online are satisfied with the development of online shopping. This research was conducted in Karawang. The data used are primary data and secondary data. The sampling method is a non-probability sampling method, while the non-probability sampling method used sampling purposes.

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The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City

International Journal of Multicultural and Multireligious Understanding ◽

10.18415/ijmmu.v6i4.989 ◽

2019 ◽

Vol 6 (4) ◽

pp. 199

Author(s):

Lina Aryani ◽

Desmintari Desmintari

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Descriptive Analysis ◽

Primary Data ◽

Purchasing Decisions ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Population Member ◽

Data Source

The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.

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Analisis Pelayanan Maskapai Penerbangan PT “X” Rute Jakarta-Batam Berdasarkan Persepsi Penumpang

WARTA ARDHIA ◽

10.25104/wa.v39i3.119.207-218 ◽

2013 ◽

Vol 39 (3) ◽

pp. 207-218

Author(s):

Sitti Subekti

Keyword(s):

Quality Of Service ◽

Performance Analysis ◽

Customer Satisfaction ◽

Air Transport ◽

Primary Data ◽

Satisfaction Index ◽

Time Performance ◽

Customer Satisfaction Index ◽

Air Transport Industry

The complexity of competition in the air transport industry causing any company or airlines have to improve the quality of service to the customer. This study uses the variable consists of 23 attributes of services that includes 5 SERVQUAL dimensions namely reliability, responsiveness , empathy , assurance and tangibles . Importance Performance Analysis Methods and Customer Satisfaction Index is used to analyze the primary data . The results showed that there are three (3 ) service attributes that are in quadrant priorities for improved / enhanced service which are ( A4 ) on-time performance of airline service, (Re5) ease of reservation and ( Rs3 ) ease of buying a ticket and check -in service at the airport . Customer Satisfaction Index of PT " X " airline Jakarta - Batam route amounted to 85.61 % which is very good. Kompleksitas persaingan dalam industri angkutan udara atau penerbangan menyebabkan setiap perusahaan harus selalu meningkatkan kualitas pelayanan agar kepuasan pelanggan dapat terwujud. Penelitian ini menggunakan variabel yang dalam terdiri dari 23 Atribut jasa yang meliputi 5 dimensi model Servqual yaitu reliabilitas, daya tanggap, empati, jaminan dan bukti fisik.Metode Importance Performance Analysis dan Customer Satisfaction Index digunakan untuk menganalisis data primer tersebut. Hasil penelitian menunjukkan bahwa terdapat 3 (tiga) atribut jasa yang berada pada kuadran prioritas untuk diperbaiki/ ditingkatkan pelayanannya yaitu (A4) kinerja tepat waktu pelayanan penerbangan, (Re5) kemudahan reservasi dan (Rs3) membeli tiket dan pelayanan check in di Bandar Udara. Nilai Customer Satisfaction Index pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam adalah sebesar 85.61%. Pelayanan maskapai penerbangan PT “X” rute Jakarta-Batam tersebut mempunyai nilai indek kepuasan penumpang yang sangat baik (very good).

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Evaluasi Kinerja Pelayanan Kereta Api Bandara Manggarai-Soekarno Hatta Berdasarkan Persepsi Pengguna Jasa

Jurnal Penelitian Transportasi Darat ◽

10.25104/jptd.v22i2.1668 ◽

2021 ◽

Vol 22 (2) ◽

pp. 180-193

Author(s):

Listifadah Listifadah

Keyword(s):

Customer Satisfaction ◽

User Satisfaction ◽

Test Sample ◽

T Test ◽

Train Station ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Significant Difference ◽

Index Value ◽

Paired T Test

ABSTRACT Evaluation of Manggarai-Soekarno Hatta Airport Train Service Performance Based on Users Perception: Initially, the airport train was operated to serve the route from Sudirman Station to Soekarno Hatta Airport. However, since October 5, 2019, PT Railink officially operates the airport train from Manggarai Station to Soekarno-Hatta Station. The existence of the Manggarai-Soekarno Hatta airport train is expected to make it easier for the passanger because Manggarai station is relatively more integrated with other modes of transportation such as the Trans Jakarta and the Indonesian Commuter Train (KCI) from Bogor, Depok and Bekasi. This is expected to increase the occupancy of airport train passengers. In order to attract public interest, it is necessary to evaluate the implementation of the Manggarai-Soekarno Hatta Airport Train in order to support the achievement of optimal services so as to increase the number of users. The purpose of this research is to evaluate the operation of the Manggarai Airport Train-Soekarno Hatta. The purpose of this study is to provide recommendations in order to support the achievement of optimal services so as to attract the public's interest to use them in order to increase the number of users. The analytical method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results of this study are based on the results of the Paired T-test Sample, it can be concluded that there is a statistically significant difference in the number of daily passengers before and after the operation of the Manggarai Airport Train Station. Therefore, statistically the existence of the Airport Train Station in Manggarai has a significant impact on the daily number of airport train passengers. In addition, what should be improved in terms of services are easily accessible travel information; ease of obtaining tickets; ease of changing to other transportation (integration between modes); the availability of facilities for passengers with special needs both at the station and inside the train. For the airport train user satisfaction index value as stated in the Customer Satisfaction Index (CSI) is 0.8682, which is in the very satisfied category. Keywords: Airport Train: Importance Performance Ananlysis (IPA); Customer Satisfaction Index (CSI). ABSTRAK Kereta bandara pada awal dioperasikan melayani rute Stasiun Sudirman menuju Bandara Soekarno Hatta. Akan tetapi sejak 5 Oktober 2019 PT Railink resmi mengoperasikan kereta api bandara dari Stasiun Manggarai ke Stasiun Soekarno-Hatta. Keberadaan kereta api bandara Manggarai-Soekarno Hatta diharapkan memudahkan masyarakat karena di stasiun Manggarai relatif lebih terintegrasi dengan moda transportasi lain seperti Trans Jakarta maupun Kereta Commuter Indonesia (KCI) dari arah Bogor, Depok maupun Bekasi. Hal tersebut diharapkan dapat meningkatkan okupansi penumpang kereta api bandara. Agar menarik minat masyarakat diperlukan evaluasi penyelenggaraan KA Bandara Manggarai-Soekarno Hatta guna mendukung tercapainya pelayanan yang optimal sehingga dapat dapat meningkatkan jumlah penggunanya. Maksud dari penelitian ini adalah melakukan evaluasi terhadap penyelenggaraan Kereta Api Bandara Manggarai-Soekarno Hatta. Tujuan dari penelitian ini adalah memberikan rekomendasi guna mendukung tercapainya pelayanan yang optimal sehingga dapat menarik minat masyarakat untuk menggunakannya agar dapat meningkatkan jumlah penggunanya. Metode analisis yang digunakan adalah Importance Performance Ananlysis (IPA) dan Customer Satisfaction Index (CSI). Hasil dari penelitian ini adalah berdasarkan hasil Paired T-test Sample dapat disimpulkan bahwa secara statistik terdapat perbedaan yang signifikan jumlah penumpang harian sebelum dan sesudah pengoperasian Stasiun KA Bandara Manggarai. Oleh karena itu, secara statistik keberadaan Stasiun KA Bandara di Manggarai memberikan dampak yang signifikan terhadap jumlah penumpang harian KA Bandara. Selain itu, yang harus ditingkatkan dari segi pelayanan adalah informasi tentang perjalanan yang mudah diakses; kemudahan dalam memperoleh tiket; kemudahan berganti angkutan lain (integrasi antar moda); tersedianya fasilitas bagi penumpamg berkebutuhan khusus baik di stasiun maupun didalam kereta. Untuk nilai indeks kepuasan pengguna KA Bandara yang tertuang dalam Customer Satisfaction Index (CSI) adalah sebesar 0,8682 yaitu dalam kategori sangat puas. Kata Kunci: Kereta Bandara, Importance Performance Ananlysis (IPA); Customer Satisfaction Index (CSI).

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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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