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All Journal Historia: Jurnal Pendidik dan Peneliti Sejarah DEDIKASI JURNAL MAHASISWA SITEKIN: Jurnal Sains, Teknologi dan Industri Sains: Jurnal Manajemen dan Bisnis JURNAL KOLABORASI Jurnal Candrasangkala Pendidikan Sejarah KALPATARU: Jurnal Sejarah dan Pembelajaran Sejarah Jurnal Tirtayasa Ekonomika (Tirtayasa Economica Journal) Jurnal Pendidikan Sejarah Jurnal Sisfokom (Sistem Informasi dan Komputer) PubBis : Jurnal Pemikiran dan Penelitian Administrasi Publik dan Administrasi Bisnis Jurnal Manajemen Kewirausahaan
Andi Andi
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Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences Other

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Journal : SITEKIN: Jurnal Sains, Teknologi dan Industri

 1 
Integration Of The Servqual, IPA, And CSI Methods To Analysis Customers Satisfaction Andi Andi; mohammad Jufriyanto
SITEKIN: Jurnal Sains, Teknologi dan Industri Vol 21, No 1 (2023): December 2023
Publisher : Fakultas Sains dan Teknologi Universitas Islam Negeri Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24014/sitekin.v21i1.23017

Abstract

One of the supporting components in running a company is the quality of service delivered to customers. &T Express Benjeng was among the first freight forwarding firms to establish itself in Gresik Regency's Benjeng sub-district. Several trip merchants were identified in Benjeng Gresik District throughout time. As a consequence, the number of people using J&T Express Benjeng services is falling. J&T Express Benjeng had never studied customer satisfaction before doing this research; therefore, evaluating the quality of customer service was critical to remain in an increasingly competitive business environment. The Service Quality techniques, Importance Performance Analysis, and the Customer Satisfaction Index were used in this research. The biggest disparity, according to the results of this study, is in the reliability dimension, the assurance dimension, the responsiveness dimension, the empathy dimension, and the tangibles dimension . According to the Importance Performance research, nine question indicators in quadrant I must be emphasized if performance is to increase. The Expedition must increase the value of the Customer Satisfaction Index by prioritizing repairs in quadrant I of the IPA Kartesius diagram. The Customer Satisfaction Index result indicating that the customer is pleased. Keywords : Service Quality, Importance Performance Analysis, Customer Satisfaction Index, Customer Satisfaction, Customer Interests 
Co-Authors Adnan Ma'ruf Ahmad Fachrul Rozi Ainul Rizki Aulia Ulfa Utami Dina Dwi Ningrum Dwi Ananto K Hana Fatimah Azzahra Kiswanto Kiswanto M Abdul M Moh. Jufriyanto Mone, Ansyari Muhamad Abi Muhammad Haikal Nadia Utami Nadya Yuliastuti Nurul Susanti Raden Roro Zulfah Aulia Rasipan, Rasipan Rinita Meliya Rudy Gunawan