Sari, Bella Wati Novita (2024) Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan dengan Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) Studi Kasus : Fipper Ngagel Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (COVER)
18032010026-COVER.pdf Download (1MB) |
|
Text (BAB I)
18032010026-BAB 1.pdf Download (185kB) |
|
Text (BAB II)
18032010026-BAB 2.pdf Restricted to Repository staff only until 11 November 2026. Download (252kB) |
|
Text (BAB III)
18032010026-BAB 3.pdf Restricted to Repository staff only until 11 November 2026. Download (308kB) |
|
Text (BAB IV)
18032010026-BAB 4.pdf Restricted to Repository staff only until 11 November 2026. Download (275kB) |
|
Text (BAB V)
18032010026-BAB 5.pdf Download (23kB) |
|
Text (DAFTAR PUSTAKA)
18032010026-DAFTAR PUSTAKA.pdf Download (81kB) |
|
Text (LAMPIRAN)
18032010026-LAMPIRAN.pdf Restricted to Repository staff only until 11 November 2026. Download (672kB) |
Abstract
Fipper is one of the famous sandal brands in Indonesia. However, with the large number of existing branches, they often do not pay attention to service quality which is thought to have an impact on consumer satisfaction. The aim of this research is to determine and analyze the level of consumer satisfaction regarding the quality of service perceived by consumers. Quantitative research type. The data collection technique uses purposive sampling. There were 100 questionnaires distributed and 97 respondents as samples. SPSS 17 is used in validity testing. The Likert scale is used to measure respondents' answers. The results of the CSI or Customer Satisfaction Index categorization have a range of satisfaction percentages, namely 100% - 81% very satisfied, 80.99% - 66% satisfied, 65.99% - 51% quite satisfied, 50.99% - 35% not satisfied, 35 .99% - 0% dissatisfied. In this research, the data produced a CSI of 65.598% for the Fipper Ngagel Surabaya service, which means that it is quite satisfied but the company can maximize it again to be very satisfied by checking the company elements related to service. In the Importance Performance Analysis (IPA) analysis to be used as a benchmark for company system improvements, this can be prioritized, namely the attributes in quadrant C. The attributes in quadrant C are Providing adequate seating, Neat and uniformed appearance of Fipper Ngagel staff, Fipper Ngagel has complete stock availability, displays are neatly arranged and easy to reach.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Bella Wati Novita Sari | ||||||||
| Date Deposited: | 12 Nov 2024 08:11 | ||||||||
| Last Modified: | 12 Nov 2024 08:11 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/29224 |
Actions (login required)
 |
View Item |