ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PENGEMASAN BARANG (PACKING) DI PT. IDA DWI PUTRA CARGO

The increase in the export and import value of local products in Bali has an impact on the Gross Regional Domestic Product (GRDP) of the province. This is due to the connection between export-import activities and transportation and warehousing. In 2023, the transportation and warehousing sector contributed 10.08% to Bali’s GRDP, placing it fourth among 17 other sectors. In the context of goods shipping, packing is an essential element to ensure the safety of the products. On the other hand, this business opportunity has led to the emergence of many freight forwarding companies acting as shipping agents, resulting in increased competition in the field. PT. Ida Dwi Putra Cargo is one of the freight forwarding companies that offers additional services in the form of packing for shipping goods. However, PT. Ida Dwi Putra Cargo has not yet evaluated customer satisfaction regarding the packing services they provide, making it difficult for the company to improve the quality of those services. This research aims to assess customer satisfaction with the packing services at PT. Ida Dwi Putra Cargo as an effort to compete and maintain customer loyalty. The method used in this study is the Customer Satisfaction Index, evaluated based on five indicators: tangibles, reliability, responsiveness, assurance, and empathy. The results show that customer satisfaction with the packing services at PT. Ida Dwi Putra Cargo reaches 82.93%.
Keywords: Customer Satisfaction, Packing, Customer Satisfaction Index (CSI)