Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Citanaya Titip Barang dengan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

Sakina Zakaria, Gatot Basuki

Abstract

Citanaya Titip Barang is a service business specializing in parcel storage and delivery from Surabaya to Ende, East Nusa Tenggara, with a primary focus on customer satisfaction and time delivery, This research aims to analyze customer satisfaction towards the service quality of Citanaya Titip Barang using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The study reveals a customer satisfaction index of 0.87, falling within the CSI scale of 0.81-1.00, indicating high satisfaction with service attributes developed through open questionnaires. Key attributes to maintain include neat and professional packaging, proactive notifications regarding delivery status, and other attributes identified in IPA's Quadrant B. Additionally, areas for improvement include the ability to provide flexible delivery schedules and an online tracking system. The implications of these findings serve as a foundation to improve service quality and strengthen customer relationships amidst dynamic consumer needs and competition in the logistics industry.

Keywords

Customer Satisfaction, Service Quality, Customer Satisfaction Index, Importance Performance Analysis, and Logistic.

Full Text:

PDF

References

S. Hasibuan, “Diberikan Pramuniaga Di Toko Suzuya the Central Pasar Dengan Menggunakan Metode Customer Satisfaction,” pp. 208–218, 2015.

W. Mulyo Sanusi and S. Joko, “Metode Customer Satisfaction Index (CSI) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-Commerce Model Business to Customer,” J. Inform. Upgris, vol. 4, no. 1, pp. 38–45, 2018.

R. Hanifa, A. Trianto, and M. Hendrich, “Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Layanan Go-Ride Pada Bisnis JasaTranportasi Go-Jek di Kota Palembang,” Motiv. J. Manaj. dan Bisnis, vol. 4, pp. 714–723, 2019, [Online]. Available: http://jurnal.um-palembang.ac.id/motivasi

B. Setiawan, “Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product,” ASEAN Mark. J., vol. 6, no. 1, 2014, doi: 10.21002/amj.v6i1.3609.

A. R. Aditya Nalendra, S. H. Winarno, A. Priadi, and I. Sari, “Customer Satisfaction Index (CSI) of Gojek User Post Fuel Prices Changes,” J. Manaj. dan Kewirausahaan, vol. 10, no. 2, pp. 160–167, 2022, doi: 10.26905/jmdk.v10i2.8822.

R. Aspriyani, B. P. Hartono, M. Ahmad, and E. Susilowati, “Implementasi Spss Dalam Analisis Data Bagi Mahasiswa Di Cilacap,” J. Terap. Abdimas, vol. 7, no. 2, p. 230, 2022, doi: 10.25273/jta.v7i2.12717.

R. K. Umam and N. P. Hariastuti, “Analisa Kepuasan Pelanggan Dengan Menggunakan Metode Customer Satisfaction Index (Csi) Dan Importance Performance Analysis (Ipa),” Pros. Semin. Nas. Sains dan Teknol. Terap., vol. 0, no. 0, pp. 339–344, 2018.

S. H. A. Syukri, “Penerapan Customer Satisfaction Index (CSI) Dan Analisa GAP Pada Kualitas Pelayanan Trans Jogja,” J. Ilm. Tek. Ind., vol. 13, no. 2, pp. 103–111, 2014.

R. Yuwono and F. Yuamita, “Analisa Faktor K3 dan Ergonomi Terhadap Fasilitas Pusat Kesehatan Universitas Untuk Mengukur Kepuasan Pasien,” J. Ilm. Tek. Ind., vol. 14, no. 1, pp. 1–12, 2015, [Online]. Available: http://journals.ums.ac.id/index.php/jiti/article/download/619/359

L. & R. P. Arif Nurfadli, “Analisis Peningkatan Kualitas Layanan Pendidikan kepada Siswa menggunakan Metode CSI dan SERVQUAL,” Anal. Peningkatan Kualitas Layanan Pendidik. Kpd. Siswa menggunakan Metod. CSI dan SERVQUAL, pp. 300–306, 2020, [Online]. Available: https://ejurnal.itats.ac.id/sntekpan/article/view/1250%0Ahttps://ejurnal.itats.ac.id/sntekpan/article/viewFile/1250/1013

R. M. Dewi, Lukmandono, and A. Prasetyo, “Penentuan Prioritas Perbaikan Kualitas Public Service dengan Metode Customer Satisfaction Index, Importance Performance Analysis dan Potential Gain in Customer Value (Studi Kasus: Puskesmas Jagir Surabaya),” Semin. Nas. Sains dan Teknol. Terap. IX 2021, vol. 1, no. 1, pp. 15–21, 2021.

R. Khaliq, “IMPORTANCE PERFORMANCE ANALYSIS DALAM KASUS KEPUASAN KONSUMEN USAHA LAUNDRY Restu Khaliq UIN Antasari Banjarmasin,” J. Ilmu Dakwah, vol. 17, no. 34, pp. 47–64, 2018.

M. N. Rohama and R. Khaliq, “Importance performance analysis jemaah haji Kementerian Agama Kota Banjarmasin,” Alhadharah J. Ilmu Dakwah, vol. 18, no. 1, p. 1, 2019, doi: 10.18592/alhadharah.v18i1.3223.

F. A. D. Setyo and D. Andesta, “Analysis of Service Quality Using Service Quality and IPA Methods at XYZ Cafes,” J. Sains dan Teknol. Ind., vol. 20, no. 2, p. 595, 2023, doi: 10.24014/sitekin.v20i2.21751.

D. Hamdani, S. -, R. Rudolf, and M. Purnomo, “Aplikasi Importance Performance Analysis Dalam Menilai Kualitas Pelayanan Jasa Pendidikan Di Propinsi Jawa Barat,” AdBispreneur, vol. 4, no. 2, p. 157, 2020, doi: 10.24198/adbispreneur.v4i2.22553.

A. Andi and M. Jufriyanto, “Integration Of The Servqual, IPA, And CSI Methods To Analysis Customers Satisfaction,” J. Sains dan Teknol. Ind., vol. 21, no. 1, p. 42, 2023, doi: 10.24014/sitekin.v21i1.23017.

G. Marissa Rizqi, A. Chan, T. Herawaty, and I. Administrasi Bisnis, “Comparison of Transportation Ticket User Experience on Online Travel Agent Application,” AdBispreneur, vol. 7, no. 3, pp. 219–228, 2022, [Online]. Available: https://doi.org/10.24198/adbispreneur.v7i3.37815,

C. Candradewini, “Analisis Faktor-Faktor Yang Mempengaruhi Efektivitas Kemitraan Dalam Pengembangan Kawasan Agrowisata Cihideung Bandung Barat – Jawa Barat,” AdBispreneur, vol. 6, no. 1, p. 67, 2021, doi: 10.24198/adbispreneur.v6i1.32469.

“Social Entrepreneurship and Mobility Access To Capital Based on,” vol. 8, no. 1, pp. 15–30, 2023.

A. Chan and S. Jaja Raharja, “Digital Marketing Research Exploration In Cooperatives: A Systematic Mapping Study,” AdBispreneur J. Pemikir. dan Penelit. Adm. Bisnis dan Kewirausahaan, vol. 7, no. 3, pp. 319–336, 2022.

H. M. Hana, A. Chan, C. S. Barkah, and P. W. Tresna, “Customer Satisfaction Analysis Through Service Quality for Service Strategy Improvement Mutiareads,” Manag. Anal. J., vol. 11, no. 1, pp. 39–45, 2022, doi: 10.15294/maj.v11i1.52694.

N. O. Setiowati, A. A. Karim, and E. K. Santoso, “Assessment of Students Satisfaction with Online Learning Experiences during the COVID-19 Pandemic: Customer Satisfaction Index and Importance Performance Analysis Case Study at Institut Teknologi Kalimantan,” SPECTA J. Technol., vol. 6, no. 2, pp. 149–157, 2022, [Online]. Available: https://journal.itk.ac.id/index.php/sjt

V. D. Kumenap, L. Sitanayah, and B. F. Oentomo, “Penerapan Metode Customer Satisfaction Index untuk Pengukuran Kepuasan Layanan pada Biro Promosi dan Admisi UKDLSM,” JOINTER J. Informatics Eng., vol. 4, no. 01, pp. 14–18, 2023, doi: 10.53682/jointer.v4i01.208.

A. Suryadi, M. C. P. A. . Islami, S. I. Taufiq, and B. Santoso, “Company Quality Performance Using Customer Satisfaction Index Methods and Importance Performance Analysis at PT. XYZ,” vol. 2021, no. 2020, pp. 244–250, 2021.

Refbacks

  • There are currently no refbacks.