EVALUASI KUALITAS LAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN DI LANGGENG SARI

Abstract

A business's success can be determined by the business actor's ability to evaluate influencing factors to determine the level of customer satisfaction. Customer satisfaction can have an important influence on companies where, in these highly competitive business conditions, the level of intense competition gives rise to a variety of product and service differentiation. Therefore, efforts need to be made to manage customer satisfaction by evaluating the factors that influence satisfaction. Data processing in this research was carried out using the CSI and IPCA methods. The results show that there is still a level of interest and expectations that Langgeng Sari still needs to fulfill. The results can be seen based on the Customer Satisfaction Index value obtained, which is 76.45%. It consists of 25 attribute questions, which include service quality, tourism products, prices, and food quality, with recommendations for improvements to the attributes in quadrant III (urgent action). Proposed improvements are used as considerations for creating SOPs for Langgeng Sari services to reduce employee negligence and errors to the specified standards.