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.

Analisis Kepuasan Pelanggan De Laundry dengan Menggunakan Metode Customer Satisfaction Index dan Service Quality

Mutu pelayanan jasa yang baik menunjukkan produktivitas serta kemampuan menghasilkan kepuasan pelanggan. Penelitian ini menganalisis tingkat kepuasan pelanggan terhadap mutu pelayanan yang diberikan oleh De Laundry dan atribut prioritas perbaikan. Penelitian ini menggunakan kuesioner sebagai alat mengumpulkan data dengan 70 responden dan 27 butir pertanyaan. Metode pengolahan data menggunakan Customer Satisfaction Index dan Service Quality. Hasil penelitian menunjukkan tingkat kepuasan pelanggan De Laundry dengan menggunakan metode Customer Satisfaction Index sebesar 80% yang menunjukkan bahwa pelanggan merasa puas dengan layanan yang diberikan. Hasil metode Service Quality diketahui bahwa atribut dimensi Assurance berpengaruh terhadap kepuasan pelanggan dengan nilai kualitas pelayanan (Q) sebesar 1,0, serta diperoleh melalui hasil diagram kartesius bahwa atribut pelayanan yang perlu ditingkatkan atau menjadi prioritas utama dalam perbaikan guna meningkatkan kualitas pelayanan ialah atribut yang berada di Kuadran A.

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

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.

Kepuasan Pengguna Wika Solar Water Heater Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index Pada CV Vania Jaya Plumbing

Wika Solar Water Heater merupakan pemanas air yang memanfaatkan tenaga matahari sebagai sumber energi yang aman dan ramah lingkungan. Produk wika solar water heater ditujukan untuk keperluan perumahan/residensial dan komersial seperti Hotel, Apartemen, Rumah Sakit, Industri dan sebagainya. Banyaknya perusahaan lain yang menawarkan produk dalam bisnis water heater saat ini menimbulkan permasalahan yang harus dihadapi oleh pihak perusahaan. Hal utama dalam permasalahan yang dihadapi seperti kualitas layanan yang diberikan oleh pihak perusahaan kepada pelanggan. Berdasarkan data tersebut peneliti merasa perlu dilakukannya penelitian untuk mengevaluasi tingkat kepuasan pelanggan, metode yang dapat digunakan diantaranya Importance performance analysis (IPA) dan Customer Statisfaction Index (CSI). Importance performance analysis memiliki beberapa kelebihan dibandingkan dengan metode lain. Hasil dari penelitian ini Peneliti memperoleh nilai IPA untuk sumbu x sebesar 3,36 dan nilai untuk sumbu y sebesar 3,38. Sedangkan untuk nilai CSI sebesar 0,672 atau 67,2% yang berarti pada kisaran antara 0,61-0,80. Berdasarkan hasil CSI tersebut, maka kualitas pelayanan pada CV Vania Jaya Plumbing tersebut merasa puas terhadap kualitas pelayanan yang diberikan oleh karyawan selama ini.

Analisis Kepuasan dan Loyalitas Konsumen Produk Tela-Tela Barokah Depan Kampus Baru Universitas Halu Oleo pada Masa Covid-19

This study aims to determine consumer satisfaction and loyalty of late-late products during the Covid-19 period—this research at the Barokah Tela-tela business in front of the new UHO campus using 30 respondents. Determination of respondents is done by accident (Accidental sampling), assuming that the respondent can be trusted. The variables observed in this study were consumer characteristics, tela-tela, and customer satisfaction and loyalty and satisfaction analysis methods using Customer Satisfaction Index (CSI) analysis and loyalty analysis using committed buyers, like the brand, satisfied buyers, habitual buyers, and switches. Buyers. The results show that the calculation of customer satisfaction analysis of the Customer Satisfaction Index is 0.77 or 77.46%. The CSI value criterion states that the vulnerable value of 0.66-0.80 is a satisfied consumer criterion. Based on this situation, it can be concluded that Barokah consumers have shown a satisfying attitude towards the products they consume. The survey results show that the most consumers who state that they are satisfied are the taste and cleanliness attributes of the Tela Barokah business location. The results of the calculation of consumer loyalty analysis using switcher buyer analysis are 53.33%, chronic is 79.33%, the satisfied buyer is 72.00%, liking the brand is 76.67%, and committed buyer is 62.00%. The analysis results are mainly in the index interval of 61.00-80.00, which means that Barokah consumers have shown a loyal attitude. The existence of the Covid-19 pandemic did not hurt the decline in consumer demand for snack products in the business. This is known from the income that remains in the range of ± IDR400.000 - IDR1.500.000 - every day both before and during the Covid-19 outbreak in Kendari City.

EVALUASI TERHADAP FASILITAS PARKIR MOBIL DI BANDARA HALIM PERDANAKUSUMA UNTUK MENINGKATKAN KEPUASAN PENGGUNA

Airport parking became one of the most serious problems due to the high usage of private vehicles in airport activities. This has made a demand for parking facilities to provide a better service. There are several parameters that was the foundation of this research. For the Customer Satisfaction Index (CSI), the result shows that the user was very satisfied with the performance and facilities that was given by the airport authorities. Whereas the field observation result shows that there are several points that needed to be fixed such as pedestrian that supposed to accommodate the visually impaired persons, parking arrangements, trolley arrangements, etc. In this research, design will be made based on the recommendation that was given in research on the user feedback to the parking facilities in Halim Perdanakusuma airportPermasalahan parkir di Bandara diakibatkan oleh Sebagian besar calon penumpang menuju dan Kembali dari Bandara menggunakan kendaraan pribadi, yang mewajibkan pengelola parkir untuk dapat selalu memberkan pelayanan yang baik. Pada penelitian yang menjadi dasar dilaksanakannya Pengabdian Kepada Masyarakat ini, untuk kepuasan pengguna (CSI) diperoleh hasil bahwa pengguna merasa sangat puas terhadap kinerja dan fasilitas yang diberikan oleh pihak bandara. Sedangkan pada hasil dari metode observasi lapangan terdapat beberapa hal yang perlu diperbaiki antara lain pedestrian yang mengakomodasi para penyandang disabilitas tunanetra, pengaturan parkir, penataan troli dll. Pada pengabdian masyarakat ini akan membantu pihak pengelola membuat perancangan yang sesui dengan rekomendasi penanganan yang diperoleh dari pengguna terhadap fasilitas taman parkir di Bandara Halim Perdanakusuma.

SIKAP DAN KEPUASAN KONSUMEN DALAM PEMBELIAN BOLEN PISANG CV MAYANG SARI DI KOTA BANDAR LAMPUNG

This study aims to determine attitudes, purchasing patterns and customer satisfaction on banana bolen CV Mayang Sari. This research method uses a survey method. Samples of this study consisted of 40 consumers who had purchased and / or consumed banana bolen 3 times. The data analysis methods used were descriptive, Fishbein's Multi-attribute model, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The attributes used in this study are price, taste, flavor variants, size, texture, product packaging, and accessibility). The results showed that consumers liked banana bolen or had a good attitude with an Ao value of 132.52, the pattern of buying banana bolen CV Mayang Sari by 52.50 percent consumers, namely two boxes (20 pieces) of banana bolen in one transaction with the flavor variant that consumers are most interested in is chocolate 55 percent. The frequency of consumer purchases is 90 percent made once a month, customer Satisfaction Index (CSI) in consuming banana bolen CV Mayang Sari is in the very satisfied criteria, which is equal to 83.82 percent. Based on Importance Performance Analysis (IPA), there is one attribute that falls into quadrant I (Main Priority), namely the taste attribute. In quadrant II (Maintain Achievement) there is one attribute, namely the price attribute, while in quadrant III (Low Priority) there are attributes of size and ease of obtaining products, and in quadrant IV (Excessive) there are several attributes, namely texture, flavor variants, and product packaging.Key words: attitude, banana bolen, CSI, IPA

ANALISIS KEPUASAN PENGGUNA JASA TERHADAP KINERJA KONSULTAN PENGAWAS PADA PEKERJAAN KONSTRUKSI DI KOTA TERNATE

Konsultan pengawas adalah salah satu contoh perusahaan yang menawarkan jasa dalam proses produksinya. Jasa yang ditawarkan konsultan pengawas tidak selalu dinilai kualitasnya dari hasil akhir produk, yakni berupa laporan pengawasan, namun juga dari proses pengawasan selama jangka waktu pelaksanaan. Pelanggan dalam konteks ini adalah pihak yang menggunakan produk, berupa jasa, yang ditawarkan oleh konsultan pengawas. Pelanggan sebagai pihak yang akan menikmati dan yang membayar hasil akhir dari proses pelayanan konsultan pengawas, tentu memiliki sudut pandangnya sendiri akan sesuatu yang akan dibayarkan nantinya. Penelitian ini bertujuan untuk mengetahui faktor-faktor penting dan tingkat kepuasan pengguna jasa (0wner) terhadap kinerja konsultan pengawas pekerjaan konstruksi di Kota Ternate. Analisis data dilakukan dengan metode Customer Satisfaction Index (CSI) dan metode Importance Performance Analysis (IPA). Berdasarkan metode IPA, terdapat 4 (empat) variabel yang terdapat di kuadran I. Hal ini menunjukkan bahwa variabel-variabel ini dianggap penting oleh para responden, namun kinerjanya masih dirasakan kurang dan perlu ditingkatkan lagi, yaitu memimpin rapat-rapat rutin dalam merencanakan dan menyelesaikan masalah di lapangan, menyusun laporan dan berita acara dalam rangka kemajuan pekerjaan dan pembayaran angsuran pekerjaan pelaksanaan konstruksi, mencegah, mengurangi, atau mengatasi setiap masalah/komplain dari pihak-pihak di luar proyek (contoh : protes masyarakat akibat kebisingan saat proses konstruksi), dan setiap Individu yang terlibat sebagai tim konsultan pengawas adalah ahli pada bidangnya. Untuk metode CSI didapatkan indeks kepuasan sebesar 83,10% yaitu termasuk dalam kategori “sangat puas”.

Have Elderly Individuals in Urban China Been Satisfied with Nursing Services during the COVID-19 Pandemic?

Based on the customer satisfaction index model, we constructed an elderly care service satisfaction model that includes 5 latent variables and 16 observed variables. To analyze the degree of satisfaction of elderly individuals in nursing homes, we used structural equation model (SEM) to test the nursing service elderly satisfaction model. With the help of AMOS 22.0 software, we analyzed the degree of model fit and the behavioral relationships between the variables that affect the path. We found that the satisfaction of Chinese urban elderly individuals in nursing homes is at a moderate level, which is lower than the quality expected by elderly individuals. The customer satisfaction index model can be applied to assess satisfaction with nursing services. Furthermore, perceived quality and value have a significant impact on satisfaction.

SIKAP, KEPUASAN, DAN LOYALITAS KONSUMEN TERHADAP PRODUK SARI APEL UMKM APELNESIA, KOTA BATU DENGAN PENDEKATAN BAURAN PEMASARAN 4P

Massive apple production drives MSMEs in Batu City to process the fruit, as an example, apple extract. With so many MSMEs that make apple extract, creates higher market competitiveness. One of the MSMEs that makes apple extract is Apelnesia. The purpose of this research is to study attitude, satisfaction, and loyalty of consumers towards Apelnesia MSME apple extract product. The basic method of this research is a quantitative analysis. The sampling method uses non-probability method with time linear function technique. This research uses Fishbein analysis, Importance Performance Analysis, Customer Satisfaction Index, and Loyalty Pyramid. The results showed that consumer attitude is Quiet Positive. Importance Performance Analysis showed the attributes that needs improvement i.e. Packaging (X1.4), Price equals quality (X2.1), Easy product access (X3.1), and Strategic location (X3.3). Satisfaction level of consumers according to Customer Satisfaction Index is Satisfied. Loyalty Pyramid showed that the highest level of consumer loyalty is Liking the brand with 71.88%.Key words: apple extract, attitude, loyalty, marketing mix, satisfaction