ANALISA TINGKAT KEPUASAN PELANGGAN PT. HARASOON BATINDO MENGGUNAKAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS

Abstract

Consumer satisfaction is one of the important factors in winning the competition, so that every company tries to optimize all factors that can increase the value of customer satisfaction. Likewise with PT Harasoon Batindo which is engaged in expeditions and export/import. Therefore the purpose of this study was to measure the level of customer satisfaction in the company. This research was conducted using the SERVQUAL (Service Quality) and IPA (Importance Performance Analysis) methods. The servqual method is used to determine the level of customer satisfaction, and the IPA method is used to determine which attributes need improvement. Based on the servqual method, it was found that the dimensions that did not meet customer satisfaction were in terms of reliability with a gap value of -0.143, responsiveness with a gap value of -0.252 and assurance dimensions with a gap value of -0.186. Based on the IPA method, the attributes that need to be improved immediately to get customer satisfaction are in quadrant 1, namely: employees provide maximum service to customers, employees are able to serve customers quickly and the company guarantees for security of the goods delivery.