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

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.

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 Analisis Kepuasan Wisatawan Terhadap Produk Wisata dan Strategi Pengembangan DTW Telaga Wopersnondi Biak Timur

2020 ◽  
Vol 8 (2) ◽  
pp. 291
Author(s):  
Hans S. M. Salakory ◽  
Febby Sonya Matulessy ◽  
Yansen M. I Saragih
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Research Problem ◽  
The Road ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction ◽  
Analysis Technique ◽  
Great Hope ◽  
Parking Lot

Visitors of Wipersnondi Lake had great hope of fulfilling their comfort when they arrived at the tourism sites, in fact the performance felt by visitors cannot satisfy all the expectations of visitors and had  impact  on their satisfaction and convenience. This study aims to determine the level of satisfaction of tourist visitors to the availability of elements of tourism products, and to find out its developments strategy. To answer the research problem, the analysis technique used is Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results of research based on CSI show that visitors are not satisfied with the performance of tourism products at Wopersnondi Lake.  Based on the results of the IPA analysis, the main priorities for tourism development in Wopersnondi Lake are increasing affordability and opening of public transport routes, improving cleanliness and increasing the number of toilets, specifically at the lake location, providing road directions to the location, and building health facilities like public health centers around Wopersnondi Lake. Furthermore, the unique aspects of  Wopersnondi Lake that must be maintained are the beautiful view at the tourist location, the comfort of the tourist attraction, the coolness, the cleanliness, the quality of the road to the lake, the parking lot area, and the availability of trash cans are things that have actually been felt and have created comfort and  good experience for visitors to Wopersnondi Lake.  This development must support the development of other tourism products.. Key Word : Importance  Performance  Analysis, Customer Satisfaction Index.

scholarly journals ANALISIS KEPUASAN DAN LOYALITAS KONSUMEN KOPI AAA DI KABUPATEN KERINCI

2017 ◽  
Vol 8 (2) ◽  
Author(s):  
Jahyu Pradinata
Keyword(s):  
Customer Satisfaction ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction ◽  
The Future ◽  
Coffee Powder ◽  
Ground Coffee

Research objectives are to analyze the level of satisfaction of consumers against products of coffee powder Nefo Cap AAA. for consumer loyalty towards mengetahuitingkat ground coffee products Nefo Cap AAA. A sample of these studies amounted to 131 consumers Coffee Nefo Cap Regency AAA Kerinci. The data from this study are obtained from the results of a questionnaire distributed to respondents. This research was analyzed using the methods of Customer Satisfaction Index (CSI), the Importance of Performance Analisys (IPA). The results of this study found that the image of the pyramid Coffee loyalty Nefo Cap AAA in General can be said already quite well. On the level Switcher/Price Buyer has a considerable percentage of the amount that is 57 percent. This can lead to a reduced number of sales in the future due to the consumer at this level are likely to be moved on the ground coffee brand to another if there is a manufacturer that sells ground coffee that is cheaper with the same quality with the brand of coffee Nefo Cap AAA. At the level of the respondent which is brand loyalitas Switcher of 57%, respondents who Hobitual of 69%, of respondents which is a Satisfied Buyer of 70%, of the respondents which is Liking the Brand of 68%, and respondent who is a Committed Buyer of 68%.

scholarly journals ANALISIS KEPUASAN KONSUMEN DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (Studi Kasus : C’Bezt Taman Griya)

2019 ◽  
Vol 7 (2) ◽  
pp. 181
Author(s):  
Pinondang Simanjuntak ◽  
I Ketut Satriawan ◽  
Sri Mulyani
Keyword(s):  
Customer Satisfaction ◽  
Data Processing ◽  
Consumer Satisfaction ◽  
Reliability And Validity ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Research Site ◽  
Level Of Satisfaction ◽  
Level Of Importance

The purpose of this study was to know the attributes that are considered important by consumers and to know the level of customer satisfaction at C'Bezt Taman Griya. The method used is Slovin Method for determining samples and customer satisfaction index (CSI) method for data processing. Tests for reliability and validity were carried out at Jaya Fried Chicken Siligita and research site in C’Bezt Taman Griya. The number of samples used was 97 respondents. The attributes that are considered important by consumers based on the level of importance are the taste of food, the behavior of employees in serving consumers, and cleanliness of the location. Based on the level of satisfaction is the speed in serving consumers, taste of food, seriousness in serving consumers. The level of customer satisfaction C'Bezt Taman Griya is 74.63% with the level of Customer Satisfaction criteria that is satisfied. Keywords: Consumer Satisfaction, Consumen Satisfaction Index, C’Bezt.

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

scholarly journals KEPUASAN KONSUMEN RUMAH TANGGA TERHADAP BERAS PADI ASAL LAMPUNG SELATAN (BERAS “PALAS”) DI KABUPATEN LAMPUNG SELATAN

2020 ◽  
Vol 8 (2) ◽  
pp. 248
Author(s):  
Dela Fitriana ◽  
Teguh Endaryanto ◽  
Rabiatul Adawiyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Consumption Pattern ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods ◽  
Level Of Satisfaction

This research aimed to find out consumption pattern and level of satisfaction of household consumers on “Palas” rice. The research was done in South Lampung with a survey method. The data was collected in Mei 2018. The technique used for sampling was nonprobability sampling with 40 respondents. The analysis methods used were descriptive analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The research showed that the household consumers of “Palas” rice consumed 9.12 kg per month. They consume “Palas” rice because the quality of “Palas” rice is quite good such as the color, the cleanliness, and the price. The CSI value obtained is 73,60 percent which is in satisfying category. According to the results of IPA attributes that should be top priorities are taste and texture of rice.Key words: Consumption, Customer Satisfaction, “Palas” rice

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