Customer satisfaction is a sense of satisfaction of someone or vice versa after comparing between expectation and fact that received by a particular product or service. Customer satisfaction can be achieved if the providers of the product give a real quality action. Therefore, effort is needed to improve the quality of service system that is given, so that customer satisfaction can be achieved and improved. So, service quality is an important thing that must be noted by the company to achieve customer satisfaction.
In this research, customer satisfaction measurement of 3 kg Elpiji users in Jakarta is done using Gap Method as well as Importance and Performance Analysis. Gap Method is done by counting gap between expectations and perceptions. This method is used to gather customer attributes that are needed and measure quality performance customer attributes. On the other hand, IPA is used to gather service attributes that are the priorities to be improved based on importance.
Calculation result that is obtained using Gap Method and IPA may decide attributes that will become priorities. Based on the above analysis and calculations, there are ten services that have negative gap. They are service 14 (receive fair compensation from Pertamina in case of accident (explosion)) and service 20 (there are supplies of gas in place of the sale of SNI-labeled elpiji). That means those service attributes have to be upgraded to improve service quality. Based on IPA, there are eight services that are categorized into A quadrant (main priority) which means, those eight attributes will be the priorities to be improved. They are service 3 (elpiji tube is received in a state not dented), service 4 (elpiji is received in a sealed condition), service 5 (there is a protective rubber ring on the elpiji tube), service 6 (elpiji can be used in 8 days), service 8 (elpiji price is accordance with ability), service 13 (complaints filed to the seller to get a solution (a solution) is satisfactor), service 14 (Receive fair compensation from Pertamina in case of accident (explosion)) and service 16 (information about 3 kg elpiji that is received is understandable). |