Customer Satisfaction Index (CSI) Dan Importance Performance Analysis (IP A)

Abstract

Kepuasan pclnnggan merupakun indikntor penting bagi pcrusuhaan jasa dalam menjaga loyalitas dan mcningkatkan daya suing, termasuk PT Sucofindo Medan yang bergerak di bidang layanan inspeksi, pengujian, dan sertifikasi. Tingkat kepua..."'3ll pelanggan yang optimal mencerminkan kualitas Jayanan yang mampu memenuhi harapan pelanggan. Penelitian ini bertujuan untuk menganaHsis tingkat kepuasan pelanggan PT Sucofindo Medan menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA), serta mengidentifikasi atribut layanan yang menjadi prioritas perbaikan. Metode penelitian yang digunakan adalah deskriptif kuantitatif dengan jumlah responden sebanyak 60 orang pelanggan yang telah menggunakan layanan PT Sucofmdo Medan-dalam-satu-bulan terakhir;-·l(arakteristik- responden-didominasi-oleh usia produktif 20-40 tahun dengan latar belakang pendidikan sarjana dan pekerjaan pada sektor swasta, PNS, dan BUMN. Pengumpulan data dilakukan melalui kuesioner yang telah diuji validitas dan reliabilitasnya menggunakan program SPSS versi 17.0, serta didukung oleh wawancara dan studi dokumentasi. Hasil analisis menunjukkan nilai Customer Satisfaction Index (CSI) sebesar 71,23 persen yang berada pada kategori puas, namun belum mencapai tingkat sangat puas. Kesimpulannya Analisis Importance Performance Analysis (IP A) menunjukkan beberapa atribut layanan berada pada kuadran prioritas perbaikan, yaitu kecepatan pelayanan, akurasi hasil, ketepatan waktu penyelesaian, dan rekomendasi pelanggan. Sementara itu, atribut transparansi biaya, kesesuaian harga, dan profesionalisme petugas berada pada kuadran mempertahankan kinerja karena telah memenuhi harapan pelanggan. Customer satisfaction i.\· an important Indicator for .vcrvice companies in maintaining customer loyalty ami improving competitiveness, including PT Sucofindo Medan, which operates In inspection, te ,yl/ng, and certification services. Arr optimal level (if customer sati.ifaction refleci.Y service quality that meets customer expectations. 11ris swdy aims to analyze the level of customer sati.vfaction at PT Sucofindo Medan using the Customer Salisfaction Index (CSI) and Importance Performance Analysis (IPA) methods, as well as to identify service attributes that require priority improvement. This research employs a descriptive quantitative approach involving 60 respondents who had used PT Sucojindo Medan 's services within the last month. The respondents were predominantly in the productive age range of 20-40 years, with most holding undergraduate degrees and working in the private sector, government institutions, and state-owned enrerprises. Data were collected through questionnaires that had been tested for validity and reliability using SPSS version 17. 0, supported by interviews and documentation studies. The results indicate that the Customer Satisfaction Index (CSI) value reached 71.23 percent, which falls into the satisfied category but has not yet achieved a very satisfied level. Conclusion The Importance Performance Analysis (IPA) results show that several service attributes are positioned in the priority improvement quadrant, particularly service speed, result accuracy, timeliness, and customer recommendations. Meanwhile, attributes such as cost transparency, price suitability, and staff professionalism are located in the maintain performance quadrant, as they have met customer expectations.