Samudera, Aulia Daffa' Iqbal (2025) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PADA PT MULTI TECHNINDO MOJOKERTO. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Di tengah persaingan industri manufaktur yang semakin kompetitif, kepuasan
pelanggan menjadi aspek krusial dalam mempertahankan keberlangsungan dan
pertumbuhan perusahaan. PT Multi Technindo Mojokerto, sebagai distributor
mesin industri, belum memiliki sistem evaluasi formal atas kepuasan pelanggan,
sehingga berpotensi menurunkan loyalitas. Penelitian ini bertujuan untuk
mengukur tingkat kepuasan pelanggan, menganalisis kesenjangan antara harapan
dan persepsi menggunakan metode Customer Satisfaction Index (CSI). Penelitian
menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner kepada 106
pelanggan. Lima dimensi layanan yang diukur meliputi bukti fisik, keandalan,
daya tanggap, jaminan, dan empati. Data yang terkumpul dianalisis menggunakan
SPSS untuk uji validitas dan reliabilitas, kemudian dihitung dengan metode CSI.
Hasil menunjukkan nilai CSI sebesar 85,1%, termasuk dalam kategori “sangat
puas”. Namun, masih terdapat aspek yang perlu ditingkatkan, seperti kecepatan
layanan, penataan gudang, dan penyampaian informasi digital, terutama bagi
pelanggan lanjut usia. Perusahaan perlu melakukan perbaikan berkelanjutan agar
pelayanan semakin sesuai dengan kebutuhan pelanggan.
Kata Kunci: Kepuasan Pelanggan, Kualitas Pelayanan, Customer Satisfaction
Index, Mesin Industri, Loyalitas.
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher DARMAYANTI, S.Kep.,Ns.,M.M, NI LUH UNSPECIFIED Teacher SADRI, S.T.,M.Sc, PUTU DIVA ARIESTHANA UNSPECIFIED |
| Uncontrolled Keywords: | In the increasingly competitive manufacturing industry, customer satisfaction plays a crucial role in ensuring business continuity and growth. PT Multi Technindo Mojokerto, an industrial machinery distributor, does not yet have a formal system to evaluate customer satisfaction, which may lead to dissatisfaction and reduced customer loyalty. This study aims to measure customer satisfaction, analyze the gap between expectations and perceptions, and evaluate service quality using the Customer Satisfaction Index (CSI) method. A quantitative approach was used by distributing questionnaires to 106 customers. The assessment was based on five service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data collected were tested for validity and reliability using SPSS, then analyzed using the CSI method. The results show a CSI score of 85.1%, indicating a “very satisfied” category. However, several areas still need improvement, such as service speed due to limited delivery capacity, warehouse layout inefficiencies, and the ineffectiveness of digital information delivery especially for elderly customers. The company is advised to carry out continuous improvements to align its services with customer needs and expectations. Keywords: Customer Satisfaction, Service Quality, Customer Satisfaction Index, Industrial Machinery, Loyalty. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 27 Oct 2025 03:27 |
| Last Modified: | 27 Oct 2025 03:27 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/419 |
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