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

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)

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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 ◽

10.33005/juminten.v2i2.237 ◽

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.

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

Logic Jurnal Rancang Bangun dan Teknologi ◽

10.31940/logic.v20i3.2028 ◽

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.

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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)

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2020.v08.i04.p06 ◽

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.

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

Procedia of Engineering and Life Science ◽

10.21070/pels.v1i2.1011 ◽

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.

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

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2019.v07.i04.p11 ◽

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).

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

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2019.v07.i03.p01 ◽

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)

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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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