ANALISIS KEPUASAN PELANGGAN DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV)
DOI:
https://doi.org/10.24014/rmsi.v2i2.2605Abstract
Penelitian ini bertujuan mengetahui tingkat kepuasan pelanggan terhadap pelayanan service dan perawatan kendaraan bermotor Yamaha dan menentukan kriteria-kriteria yang menjadi prioritas perbaikan pelayanan dengan menggunakan metode Costumer Satisfaction Index (CSI). Dengan menggunakan metode Potential Gain in Customer Value (PGCV), dapat diketahui prioritas pelayanan. Dari hasil penelitian yang telah dilakukan, diperoleh nilai index CSI 70,44%, yang menunjukan bahwa sebagian besar konsumen telah merasa puas terhadap pelayanan yang diberikan, namun perusahaan harus lebih meningkatkan pelayanan karena pada analisis gap terdapat beberapa variabel pelayanan bernilai negatif. Prioritas utama perbaikan kualitas pelayanan adalah ketersediaan toilet bagi pelanggan, ketersediaan kotak saran, garansi jika masih terdapat keluhan pada kendaraan konsumen dan tanggapan mekanik terhadap keluhan kendaraan yang dimiliki konsumen.
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