Analysis Of Customer Satisfaction at PT. Sela Kontes Produksi Using Servqual, CSI, And IPA Methods

PT. Sela Kontes Produksi is a company in Gresik district that organizes services for children's photo competition events. A significant decrease in participants is a problem PT Sela Kontes Produksi faces due to unresolved customer complaints. This research aimed to determine customer satisfaction with service quality and evaluate the level of service at PT Sela Kontes Produksi. The methods used are Servqual (Service Quality), CSI (Customer Satisfaction Index), and IPA (Importance Performance Analysis). Data was collected by distributing questionnaires to 60 respondents who were service users of PT Sela Kontes Produksi. The results of all questionnaire variables distributed were declared valid and reliable. Servqual data processing results in 7 attribute variables getting negative servqual scores, namely variable T1 (-0.10), T2 (-0.07), T3 (-0.10), T4 (-0.05), RS1 (-0.01), E3 (-0.07), E4 (-0.03). The results of CSI processing are known to get a value of 84.56%, which means that customers are "delighted" with the services provided. The results of IPA data processing show that the T4 variable is in quadrant 1, which means that this variable is the top priority for quality improvement.