scholarly journals ANALISIS KEPUASAN KONSUMEN SARI BUAH BELIMBING MANIS (Arverrhoa carambola L) (STUDI KASUS DI UD CEMARA SARI KELURAHAN KARANGSARI KECAMATAN SUKOREJO KOTA BLITAR)

2018 ◽  
Vol 12 (2) ◽  
pp. 20-31
Author(s):  
Fauzan Al Safiq ◽  
Erlin Widya Fatmawati
Keyword(s):  
Customer Satisfaction ◽  
Shelf Life ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value

This study aims to determine the attributes of starfruit juice "Cemara Sari" which isconsidered important by consumers as well as to find out the level of customersatisfaction and map of crabs from starfruit juice "Cemara Sari". Research has beencarried out around star fruits agrotourism in Sukorejo Subdistrict, KarangsariSubdistrict, Blitar City, which began in February to March 2018. The research wasconducted by distributing questionnaires and interviews with the respondents. The dataobtained were tested using validity and reliability tests to determine the feasibility of thevariables. used in the questionnaire, in addition to knowing the level of customersatisfaction using the Customer Satisfaction Index (CSI) and to find out the mapquadrant attribute starfruit juice "Cemara Sari" using the Importance PeformanceAnalisys (IPA). The results showed that the variables in the questionnaire feasible to usewith r table of 0.196 and the results of the validity shows the lowest value is 0.448 andreliability (alpha) of 0.763. The results of the Customer Satisfaction Index (CSI) countshow a value of 69.79% and the Importance Peformance Analisys (IPA) addressQuadrant 1 in the contents of the variable smell and price, Kudran 2 in the contents ofthe taste variable, shelf life, packaging ability to protect the product and practicality ofpackaging, 3 In the contents of the texture, product color and attractiveness of thevariable, quadrant 4 is filled with the packaging color variable.

scholarly journals ANALISIS KEPUASAN KONSUMEN SARI BUAH BELIMBING MANIS (Arverrhoa carambola L) (STUDI KASUS DI UD CEMARA SARI KELURAHAN KARANGSARI KECAMATAN SUKOREJO KOTA BLITAR)

2018 ◽  
Vol 12 (2) ◽  
pp. 20-31
Author(s):  
Fauzan Al Safiq ◽  
Erlin Widya Fatmawati
Keyword(s):  
Customer Satisfaction ◽  
Shelf Life ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value

This study aims to determine the attributes of starfruit juice "Cemara Sari" which isconsidered important by consumers as well as to find out the level of customersatisfaction and map of crabs from starfruit juice "Cemara Sari". Research has beencarried out around star fruits agrotourism in Sukorejo Subdistrict, KarangsariSubdistrict, Blitar City, which began in February to March 2018. The research wasconducted by distributing questionnaires and interviews with the respondents. The dataobtained were tested using validity and reliability tests to determine the feasibility of thevariables. used in the questionnaire, in addition to knowing the level of customersatisfaction using the Customer Satisfaction Index (CSI) and to find out the mapquadrant attribute starfruit juice "Cemara Sari" using the Importance PeformanceAnalisys (IPA). The results showed that the variables in the questionnaire feasible to usewith r table of 0.196 and the results of the validity shows the lowest value is 0.448 andreliability (alpha) of 0.763. The results of the Customer Satisfaction Index (CSI) countshow a value of 69.79% and the Importance Peformance Analisys (IPA) addressQuadrant 1 in the contents of the variable smell and price, Kudran 2 in the contents ofthe taste variable, shelf life, packaging ability to protect the product and practicality ofpackaging, 3 In the contents of the texture, product color and attractiveness of thevariable, quadrant 4 is filled with the packaging color variable.

scholarly journals Analisis Kepuasan Konsumen Terhadap Kue Baytat Bengkulu

2016 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Eka Kurniati ◽  
Evanila Silvia ◽  
Zulman Efendi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Shelf Life ◽  
Sampling Technique ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Convenience Sampling

The aim of research was to identify the attributes that baytat consumers want, determine the customer satisfaction of baytat cake and get a map attributes of baytat cake. Locations were selected intentionally (purposive). Variables and attributes used are: 1) quality of product (color of cake, aroma of cake, texture of cake, taste of cake, and the shelf life of product), 2) packaging products (appeal illustration, color packaging, capabilities of packaging to protect the product, practicality packaging) and 3)  price of product. Identify the attributes that consumers want analyzed by validity and reliability test; used 22 respondents. Level of customer satisfaction was analyzed by CSI (Customer Satisfaction Index) and map attributes were analyzed using Importance Performance Analysis (IPA); total respondents are 100 consumers with convenience sampling technique. The results showed that the attributes that consumers want baytat is an attraction illustration, color packaging, packaging capabilities protect products, practical packaging, the color of the cake, cake aroma, the texture of the cake, cake flavor, shelf life of products and product prices. CSI analysis results indicate the level of customer satisfaction with cake baytat of 80.41%. Map quadrant of the following attributes: quadrant 1 (the color of the cake and the price of the product), Quadrant II (cake flavor, aroma of cookies and texture of the cake), Quadrant III (packaging capabilities, appeal of the packaging and packaging color) and Quadrant IV (the shelf life of product and practicality packaging).

scholarly journals Customer Service Mechanism Analysis At Bank Bjb Branch Of Tangerang City

2021 ◽  
Vol 19 (1) ◽  
pp. 126
Author(s):  
Rachmat Gustiana ◽  
Mustofa Mustofa ◽  
Beby Pebri Nurjaman
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Mechanism Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Index Analysis ◽  
Index Value

This study aims to explain the service mechanism at Bank BJB, Tangerang City Branch to its customers. The research objective was to explain the service level and customer satisfaction index value of the Bank BJB Branch of Tangerang City. The research method used is quantitative method with descriptive type. To measure the level of service used Likert scale analysis and to measure customer satisfaction used customer satisfaction index analysis. The results showed that the research hypothesis can be accepted, with a service level of 70.52%, which is above the critical value of acceptance of hi potesis by 60%. The results of the customer satisfaction index analysis resulted in a value of 89.53 which was included in the service class category A class which indicated that the services provided by the Bank BJB Branch of Tangerang City were very good.

scholarly journals Analisis Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api Prameks di Stasiun Klaten

2019 ◽  
Vol 10 (2) ◽  
pp. 73-85
Author(s):  
Tri Widodo ◽  
◽  
Andung Jati Nugroho ◽  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Performance ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Passenger Satisfaction ◽  
Provision Of Services ◽  
Calculation Results ◽  
Level Of Importance

PT Kereta Api Indonesia provides services to prospective passengers in the provision of services related to the only railway services in Indonesia. In this study aims to determine the extent of the quality of service that has been given by Klaten Station to train passengers. This research was carried out on trainers. The study was conducted by distributing 25 questionnaires to train passengers at Klaten Station. Then tested the validity and reliability, to determine the suitability of the distributed questionnaire, then measured the level of importance with Service Performance, then carried out the calculation of the Customer Satisfaction Index to determine the level of passenger satisfaction, then make a chart Importance Performance Analysis to determine the level of importance and customer satisfaction. The calculation results from Service Performance obtained the value of the suitability level of 44.45% -77.45%, the value of the Customer Satisfaction Index of 61.60% which is included in the Very Poor's criteria or needs to be improved, the Importance Performance Analysis calculation has the highest priority quality attributes namely the attributes number 6, 7, 12, 20, and 21. With the proposed improvements using the Theory Resheniya Izobreatatelskikh Zadatch, that is, increase the number of seats for prospective passengers and introductory. Adding supporting facilities that do not yet exist in the Klaten Station environment, PT KAI will educate Klaten Station officers to be more disciplined and prioritize the best service to customers.

scholarly journals ANALISIS KEPUASAN WISATAWAN DOMESTIK PADA ATRAKSI DOLPHIN DI PANTAI LOVINA, BULELENG

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 112
Author(s):  
Kadek Ayu Antari ◽  
I Wayan Suardana ◽  
LGLK. Dewi
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Literature Study ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Tourist Satisfaction ◽  
A Value ◽  
Sense Of Security

Lovina beach is known for the dolphin attraction. Watching dolphin attraction, tourists were transported by boat. As a provider, the helmsman tried to give the best of service to the tourists. However, there were various views of both positive and negative opinions from tourists regarding the services rendered during used. Thus, it must be known to be the dosmetic tourist satisfaction using boat service at Lovina Beach. Data collected by the method of observation, interviews, questionnaires, documentation and literature study. Determination of the sample using purposive sampling technique. Data analysis techniques using customer satisfaction index and importance performance analysis in the form of a Cartesius diagram. The results show that the level of tourist expectation is 4.28 which means it is in the very important category. Furthermore, the value of the captain's performance level obtained a value of 3.77 which was categorized as good. Calculation of the gap value shows the gap between the level of expectation and the level of performance with the acquisition of a value of -0.51. Analysis of the level of tourist satisfaction based on the calculation of the customer satisfaction index shows that tourists are satisfied with a value of 75.54%. There are 4 indicators that need to be prioritized to be improved, including the availability of life jackets, responsibility for the safety of tourists, a sense of security while using a boat and the helmsman has the ability to create good relationships with tourists.

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

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.

scholarly journals ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

2018 ◽  
Vol 3 (2) ◽  
pp. 55
Author(s):  
Shafira Rizq ◽  
Moh Djemdjem Djamaludin ◽  
Yani Nurhadryani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Civil Registration ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Almost All

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

scholarly journals EVALUASI KEPUASAN PENGGUNA JASA LABORATORIUM KIMIA PT KRAKATAU STEEL (PERSERO) TBK TAHUN 2012-2013

2017 ◽  
Vol 1 (1) ◽  
pp. 24-38
Author(s):  
Hilda Zaikarina ◽  
. Erfiani ◽  
I Made Sumertajaya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Chemistry Laboratory ◽  
Composition Analysis ◽  
Laboratory Equipment ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Maximum Tolerance

One of the services contained in PT Krakatau Steel (Persero) Tbk is the chemical composition analysis services in the chemistry lab. Management system that will create a well-managed laboratoryperformance is optimal. Manage standard chemistry laboratory is SNI ISO/IEC 17025. Discussed in this standard laboratory management such as through customer feedback. Laboratory customers selected through stratified random sampling with customer categories as strata, like suppliers, derived from plant and internal processes are not routine. In the research lab result that the customer will be satisfied, including services rendered for Customer Satisfaction Index (CSI) is greater than 70% with the overall characteristics of the respondents subscription in the laboratory was 11.6 years. Overall the indicators included in the priority importance performance analysis (IPA) and has a value kesenjangan beyond the maximum tolerance through kesenjangan analysis approach is the completeness of laboratory equipment (F) and speed of service (K). Keywords : customer satisfaction index (CSI), gap analysis, importance performance analysis (IPA)

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

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.

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

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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