Integrasi Metode Pengukuran Servqual Dengan Importance Performance Analysis Dan Customer Satisfaction Index
Keywords:
Kepuasan Pelanggan, Kualitas Layanan, IPAAbstract
Kualitas pelayanan menjadi tingkat kesesuaian layanan yang diberikan oleh perusahaan untuk konsumennya. Tujuan dari penelitian kuantitatif ini adalah untuk mengidentifikasi atribut layanan dalam dimensi Servqual yaitu kehandalan, daya tanggap, keyakinan, empati dan bukti fisik dengan menggunakan metode pengukuran Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Metode tersebut digunakan untuk menganalisis kualitas pelayanan dan inovasi produk terhadap kepuasan pelanggan. Metode penelitian dengan melakukan analitik obervasi terhadap penjualan domain dan hosting serta pendekatan studi pustaka. Unit analisis adalah konsumen dari PT. Execelent Infotama Kreasindo dan unit observasi melalui kuisioner kepada 136 sampel yang diperoleh secara cluster random sampling. Hasil nilai CSI berada pada kategori puas, dan hasil IPA ditemukan enam indikator dalam kuadran I. Pada kuadran ini menjelaskan bahwa tingkat kepentingan tinggi tetapi kinerja masih lebih rendah. Dengan demikian dapat disimpulkan bahwa kualitass pelanggan memprioritaskan perbaikan pada indikator layanan serta terus meningkatkan kualitas layanan dan inovasi produk guna meningkatkan kepuasan pelanggan secara keseluruhan.
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