ANALISA KEPUASAN KONSUMEN WAROENG SPESIAL SAMBAL “SS” JALAN BANTUL DAERAH ISTIMEWA YOGYAKARTA

Abstrak

The purpose of this research is to measure the level of customer satisfaction of Waroeng Special Sambel "SS" Jalan Bantul. This study uses a quantitative method with a descriptive approach; Data analysis uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the calculation of the total conformity level in this study are 90%, meaning that the level of consumer expectations still exceeds the company's performance. The results of the calculation of the Customer Satisfaction Index (CSI) show the overall level of customer satisfaction by taking into account the attributes of the product or service as a whole, the results of the calculation of the Customer Satisfaction Index (CSI) of 89.85%; based on the table the customer satisfaction scale is in the very satisfied criteria.

Keyword : Analysis, Satisfaction, Consumer, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI)