Pengukuran Kepuasan Pelanggan Terhadap Kondisi Bancik Kereta Api Memanfaatkan Metode Customer Satisfaction Index dan Importance Performance Analysis
Keywords:
bancik, customer satisfication index, importance performance analysisAbstract
Railroad are a mode of public transportation that is currently in great demand by Indonesian people. 34% stated that the stairs for accessing up and down carriages were not comfortable to use, in addition, 32.1% of respondents stated that the stairs for accessing up and down carriages were inadequate in terms of number and physical condition. Based on the phenomenon that occurred in the field, research was carried out to determine the level of customer satisfaction with the condition of the bancik at the station by utilizing the Customer Satisfaction Index and Importance Performance Analysis methods. The results obtained were that the CSI value was 61.545%, including very poor and the Cartesian diagram mapping was included in quadrant III, which means customers consider all attributes to be less important.
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