Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Lins Kitchen Menggunakan Metode Customer Satisfaction Index (CSI)

Wardani, Nur Cahyaning and -, Ir. Ratnanto Fitriadi, S.T., M.T. (2025) Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Lins Kitchen Menggunakan Metode Customer Satisfaction Index (CSI). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Customer satisfaction and service quality are crucial for business sustainability, especially in the digital era. Lins Kitchen, a bakery SME with an online pre-order system, faces significant issues with delayed customer chat responses, leading to order cancellations and dissatisfaction. This study aims to analyze Lins Kitchen's service and provide improvement suggestions to increase customer satisfaction and encourage repeat orders. Using the Customer Satisfaction Index (CSI) method, Lins Kitchen's overall customer satisfaction reached 76% ("Satisfied"). However, there are significant negative gaps in chat response/speed (P8: -2.18), delivery accuracy (P13: -1.89), and after-sales service (P11: -1.30), indicating performance far below customer expectations. The main improvement proposal is to recruit a dedicated customer service admin. This admin will be responsible for responding to chats, handling orders, and handling complaints, thereby increasing efficiency and ensuring that Lins Kitchen's customers are served faster and better.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Kualitas Pelayanan, Customer Satisfaction Index (CSI), Analisis GAP
Subjects:	T Technology > TI Industrial Engineering T Technology > TI Industrial Engineering > Quality Control
Divisions:	Fakultas Teknik > S1 Teknik Industri
Depositing User:	NUR CAHYANING WARDANI
Date Deposited:	13 Aug 2025 05:00
Last Modified:	12 Sep 2025 02:16
URI:	http://eprints.ums.ac.id/id/eprint/137477

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