Indonesian Journal of Industrial Engineering & Management
Vol 1, No 2: June 2020

Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Methods of Exclusive Matte Lip Cream

Fitriana Eka Setyaningrum (Mercu Buana University)

Article Info

Publish Date
30 Jun 2020

Abstract

Now cosmetics become one of the current human needs and increasingly develop or become a trend in society. One of the decorative cosmetics for lips is Lip Cream. PT produces exclusive Matte Lip Cream. Paragon Technology and Innovation, but many cosmetics competitors appear lately, and some complaints about the product. This research aims to analyze customer satisfaction and analyze the important attributes of Exclusive Matte Lip Cream. The sampling method used is Simple Random Sampling and analyzed by using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of customer satisfaction are 75.89%, which means that customers are satisfied. The attribute that needs to be fixed is Formula & Texture of the new formulated Exclusive Matte Lip Cream, especially for lip cream density.

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Journal Info
Indonesian Journal of Industrial Engineering & Management
Website

Abbrev

ijiem

Publisher

Universitas Mercu Buana

Subject

Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering

Description

The journal aims to advance the theoretical and applied knowledge of this rapidly evolving field, with a special focus on industrial engineering and management, organisation of production processes, management of production knowledge, computer integrated management of production flow, enterprise ...