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All Journal JSiI (Jurnal Sistem Informasi) Jusikom: Jurnal Sistem Informasi Ilmu Komputer Jurnal Sains dan Teknologi Jurnal Tekinkom (Teknik Informasi dan Komputer) International Journal of Science and Environment
Okta Jaya Harmaja
Universitas Prima Indonesia
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics Physics Social Sciences

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Journal : International Journal of Science and Environment

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Customer Satisfaction Evaluation At Sapadia Guest House Through Servqual And Csi Approaches Based On Information Systems Damanik, Chrisdian; Drago, Vicky; Windasari Siallagan, Melan; Jaya Harmaja, Okta
International Journal of Science and Environment (IJSE) Vol. 5 No. 2 (2025): May 2025
Publisher : CV. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijse.v5i2.120

Abstract

This study aims to evaluate customer satisfaction levels at Guest House Sapadia by integrating the SERVQUAL method and the Customer Satisfaction Index (CSI) within an information system-based framework. The SERVQUAL method is employed to assess service quality across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Concurrently, the CSI method provides a quantitative overview of overall customer satisfaction, grounded in the perception and relative importance of each service attribute. Data were collected via an online questionnaire completed by 184 respondents and processed through a web-based information system to generate interactive visualizations and automated analyses. The results indicate that Guest House Sapadia achieved a CSI score of 84.57%, which falls under the "satisfied" category, with the Assurance and Reliability dimensions receiving the highest ratings. However, the Tangibles and Responsiveness dimensions require improvement. This study offers strategic recommendations for service enhancement and demonstrates that the implementation of information technology can significantly streamline and facilitate continuous customer satisfaction evaluation.
Co-Authors Albert Albert Alfi, Ahmad Haikal ANITA . br Bangun, Agita Putri Br Perangin-angin, Marisa Damanik, Chrisdian Damanik, Meiriska Drago, Vicky Elvira Fanisa Fando, Al Farrona, Rio Fernando Fernando, Fernando Fransisca, juni Anna Fransisco Andreas Sirait Gulo, Agustinus Halawa, Hadirat Halawa, Misdayanti Henry Triadi Manurung Hulu, Wicarda sandi Hutagalung, Yosi Victor Hutasoit, Leo Nardo Indra, Evta Lahagu, Yofitasari Boru Loi, seriani Manik, Rifqa Yolandha Efreymind Manik, Rosianni Maria Septina Hutauruk Maxwell Paulus Siregar Melati Melati Mujahid, Putra Edi Nababan, Marlince Octaviani, Vina Oktavia . panjaitan, haris samuel pranada Pasaribu, Culmarini Pasaribu, Gres Audia Prasetia, Irvan Putra, Muhammad irlansyah Sarah Kristiani Pandiangan Silalahi, Kevin Ronitua Simbolon, Junpri Sardodo Simorangkir, Hara Artharoo Sinabutar, Paskaria Sinaga, Maria Riska Ratna Sari Sinurat, Stiven Hamonangan Sirait, Hendra Ardanis Siregar, Kristy Santi Siringo Ringo, Jaka Tomi Ronaldo Siti Aisyah Sitompul, Daniel Ryan Hamonangan Suhendra, Fadjar Wiminata, Flencia Windania Purba Windasari Siallagan, Melan