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Arianis Chan
Fakultas Ilmu Sosial Dan Ilmu Politik Universitas Padjadjaran
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Journal : management analysis journal

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Customer Satisfaction Analysis Through Service Quality for Service Strategy Improvement Mutiareads Hana, Halimah Mardiah; Chan, Arianis; Barkah, Cecep Syafaatul; Tresna, Pratimi Wulan
Management Analysis Journal Vol 11 No 1 (2022): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v11i1.52694

Abstract

The impact of the Covid-19 pandemic has forced MSMEs activists to survive and continue to thrive. ne of the efforts made is to use the internet in its business activities. In this day of globalization, the rapid growth of internet technology brings numerous benefits to its users, one of which is the ability to conduct sales and purchases online. As a result, there is fierce competition among MSMEs, and business actors must devise strategies that satisfy customers. One way to gratify customers is to improve service quality. Mutiareads is an example of an MSMEs that uses the internet to market its products, including new and secondhand books worth reading. Customer satisfaction is measured in this study using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (CSI) techniques based on the dimensions of reliability, empathy, tangibles, responsiveness, and assurance. The results that will be obtained from the CSI method are the overall satisfaction level of Mutiareads consumers by 86%. The results of the IPA calculation are that there are 2 attributes that need to be enhanced, 10 attributes need to be maintained, 2 attributes do not effect consumer satisfaction less, and 1 attribute has to be reduced in intensity.
Co-Authors Achmad Noerkhaerin Putra Achmada, Aurora Yupita Adinegara, Rivani Adjie Ahmad Darajat Agina Claudia Aisyah Andriani Firdaus Akyas, Ghina Annisa Aldrian Wibowo Alexandri, M. Benny Alfatiha, Raja Ainaya Anandita Salsabila Azzahra Anggita Gracia Annette Zaneta Zaluchu Apriana Elizabeth Taruli Arbi Abdul Kahfi Arif Hernowo Astrid Nissi Romatua Aurora Yupita Achmada Azzahra, Farah Putri Bambang Hermanto Banatun Nafis Barkah, Cecep Barkah, Cecep Safa'atul Barkah, Cecep Safa’atul Barkah, Cecep Safa’atul Barkah, Cecep Syafaatul Cecep Safa'atul Barkah Cecep Safa'atul Barkah Cecep Safa'atul Barkah Cecep Safa'atul Barkah Cecep Safa'atul Barkah Cecep Safaatul Barkah Cecep Safa’atul Barkah Cecep Safa’atul Barkah Cecep Safa’atul Barkah Cecep Safa’tul Barkah Dadan Suryadipura Damayanti, Silvy Darajat, Adjie Ahmad Destiko Teguh Rinaldi Dewi, Gessan Kurnia Dian Fordian Dinanti, Maharani Putri Egar Surya Eliezer Eramukti Handoko Erika Larasati Fajrina Eunike, Febe Ezgi Yiğitsoy Fajrina, Erika Larasati Farsya, Zahrah Adelia Fasya Dita Sabira Firda Deviyana Rizki Gardiany Marissa Rizqi Ghassani Salsabil Fasya Hikmat Ghifari Laili Rizqy Gracia, Anggita Hakim, Marsha Aulia Hana, Halimah Mardiah Healthy Nirmalasari Healthy Nirmalasari Healthy Nirmalasari, Healthy Herdiyani, Sankist Herwan A Muhyi Herwan Abdul Muhyi Ida Widianingsih Ilham Ramadhan Irpansyah, Muhamad Alvi Josephine, Vania Taruli Junaedi, Putri Ayu Lestari Karina Imelia Irfani Lafi Afifah Lenggihunusa, Audy Yudistira Leny Rahayu Lika Pitaloka Lina Auliana Manik, Hexsa Mutiara Virginia Marchella Sinolungan Margo punomo Margo Purnomo Margo Purnomo Marissa Elsa Safiera Maulydia Maharani Maulydia Maharani, Maulydia Medina Ramadhany Medina, Fathin Aisyah Michael Marbun Miftahuddin, S.Si.,MAB., asep Mohammad Benny Alexandri Mudiyati Rahmatunnisa Muhammad Ali Abdurrahman Nahdah Iryani Nalindah, Vivi Nenden Kostini Neysa, Talitha Nina Karlina Nina Lestari Nindi Atikah Safira Nur Iman Firmansyah Nur Jamilah Nurillah Jamil Achmawati Novel Nurrohmah, Syifa Nurul Tufahati Pratami Wulan Tresna Pratami Wulan Tresna Pratami Wulan Tresna Pratami Wulan Tresna, Pratami Wulan Putri Ayunda Dipta Arviollisa R. Anang Muftiadi Raden Marsha Aulia Hakim Raden Ratna Meisa Dai Rahma Dafitri Raja Ainaya Alfatiha Rani Sukmadewi Rani Sukmadewi Ratih Purbasari, Ratih Reynaldi Eka Putra Ria Arifianti Rivani . Rivani, Rivani - Safa’atul Barkah, Cecep Sam'un Jaja Raharja Sampurno, Griselda Sander, Dapit Alex Sania Imalia Qalbi Sekar Nathasya Hermawan Sharon Wang Shella Natasya Sri Mutiara Baringbing Sihombing, Siciliana Agave Silvy Damayanti Siti Fajarwati Azzahra Soputra, Auryn Nathania Sukmadewi, Rani Suryanto Suryanto Tetty Herawati Tetty Herawaty Tetty Herawaty Tetty Herawaty, Tetty Tresna, Pratimi Wulan Tri Wahyono Waluyo, Tofa Alifya Wulan Tresna, Pratami Yoga Bagus Pambudi Yudithya, Nazwa Salsabila Zaenal Muttaqin Zakira, Dhevina Nisa Zeynep Sena Ulutürk