PENERAPAN METODE CUSTOMER SATISFACTION INDEX (CSI) dan SERVICE QUALITY DALAM MENENTUKAN TINGKAT KUALITAS PELAYANAN TERHADAP KEPUASAN CUSTOMER WEDDING ORGANIZER

Abstract

customer satisfaction process relates to the quality of service products in the CV. X company. More and more customers are on a CV. X then the company is required to provide a quality service to increase customer satisfaction, of course, a method is needed to analyze the level of customer satisfaction. This study aims to determine the value of the customer satisfaction index and service quality on a CV. X to improve the level of service quality according to the will of consumers. The results of this study include providing a customer satisfaction index and service quality value of 74%. In the five dimensions of tangible, reliability, responsiveness, assurance, and empathy, all these dimensions have negative gap values (-). The average tangible gap is 0.608; the staff was very quick in setting up the facility (-0.23); quick and easy ordering process (-0.20); and the staff is very responsive in taking care of all the needs of the guests (-0.17) with an average gap of -0.597 then the responsiveness of the attribute statement is that the WO team can reprimand the mistakes of the guests (-0.20), the WO team can accept criticism from the customer (-0.23), the WO team serves wholeheartedly so that the customer feels commensurate with the price paid (-0.06).