Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Metode Importance Performance Analysis (IPA) dan Customer Satisfaction Indeks (CSI) (Studi Kasus: Mie Gacoan Cabang Dr. Mansyur Medan)

Abstract

Customer satisfaction is a very important factor in the field of service. In customer satisfaction there are several methods to solve a problem in order to get good service. By using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Indeks (CSI) method, calculations will be carried out to determine the level of customer satisfaction and what performance needs to be improved. This research was conducted on gacoan noodles to find out whether the satisfaction level of gacoan noodle customers got the expected facilities. From the results of the Importance Performance Analysis (IPA) method, the suitability level is 82.54% and the Cartesian diagram obtains the results of 21 attributes having 7 attributes that must be repaired and increased, namely attribute sequences 2, 4, 7, 13, 14, 16 and 17. Then on the results of the Customer Satisfaction Indeks (CSI) method get a score of 73.01%, which means that according to the Indeks "satisfied" for the performance that has been given.