ANALISIS KUALITAS KEPUASAN PELANGGAN PADA JASA PERAWATAN DAN PERBAIKAN KAPAL DENGAN METODE CSI (CUSTOMER SATISFACTION INDEX) DAN METODE IPA (IMPORTANCE - PERFORMANCE ANALYSIS) (STUDI KASUS PADA PT. X – SURABAYA)

TITIK , YUNIA LESTARI (2013) ANALISIS KUALITAS KEPUASAN PELANGGAN PADA JASA PERAWATAN DAN PERBAIKAN KAPAL DENGAN METODE CSI (CUSTOMER SATISFACTION INDEX) DAN METODE IPA (IMPORTANCE - PERFORMANCE ANALYSIS) (STUDI KASUS PADA PT. X – SURABAYA). Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.

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Abstract

Customer satisfaction is the discrepancy between expectations and performance or outcomes perceived by customers. Customer satisfaction occurs when a service or product (result) received by customers meets or even exceed the customers expectations. When customers are satisfied with the company's performance, the public opinion arisen will benefit the company.The purpose of this paper is analyzing customer satisfaction toward the quality of ship maintenance and repair in X Inc. Using the CSI (Customer Satisfaction Index ) method, an index of of 70.198% is attained. This index reflects the satisfaction perceived by the customers over the ship maintenance and repair, yet the satisfaction index still needs to be improved. To find out what attributes that need to be improved, an IPA (Importance-Performance Analysis) was employed, and resulted in attributes that should be improved, i.e : the service attributes A1 , B2 , B4 , C1 , C4 , D4 , E2 , and E3 which lies in Quadrant A, attributes A3, A4 and B3 which lies in Quadrant B and A2 , B1 , C3 , D1 , D2 , D3 , E1 , E4 is in quadrant D. Keywords: CSI (Customer Satisfaction Index ) , IPA ( Importance - Performance Analysis) , Customer Satisfaction , Ship Maintenance and Repair.

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