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All Journal Jurnal Keperawatan Journal of Physical Education Health and Sport OPERATION EXCELLENCE: Journal of Applied Industrial Engineering UNM Environmental Journals J-PEN Borneo : Jurnal Ilmu Pertanian Kajian Ilmiah Mahasiswa Administrasi Publik (KIMAP)
Asrul, Muhammad
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Nursing Public Health Social Sciences Other

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Journal : OPERATION EXCELLENCE: Journal of Applied Industrial Engineering

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Analysis of the influence of service quality on customer satisfaction using the customer satisfaction index and servqual methods: a case study of PT Charoen Pokphand Indonesia Syarifuddin, Rizal; Asrul, Muhammad
Operations Excellence: Journal of Applied Industrial Engineering Vol. 17 No. 3 November 2025 In Press
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.2025.v17.i3.152

Abstract

This study analyzes the influence of service quality on customer satisfaction at PT Charoen Pokphand Indonesia Tbk., Makassar Branch, using the Customer Satisfaction Index (CSI) and SERVQUAL methods. A questionnaire was employed to measure satisfaction levels, while SERVQUAL assessed five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Results show a CSI score of 82.10%, placing customer satisfaction in the “Good” category. The responsiveness dimension had the largest gap, indicating a need to enhance service speed and responsiveness. Meanwhile, the tangible dimension had the smallest gap, suggesting potential improvements in physical aspects like cleanliness and facilities. Security concerns also emerged as a notable gap. Based on the gap analysis, improvements in tangible aspects and security systems are recommended to enhance customer loyalty and competitiveness.
Co-Authors Ansari, Muh Isa Aqidah, Nur Aras, Muh Hartati Hartati L, Dina Mariana Muhammad Wiharto Nurlita pertiwi, Nurlita Nurul Fitriyah Rahim, Samsir SILVI ARYANTI, SILVI Syarifuddin, Rizal wulandary, ayu