Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal juremi: jurnal riset ekonomi
Syahru Romadhon
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN PT. AMARTHA MANUNGGAL PRIMA (ID EXPRESS) MEDAN JOHOR DENGAN METODE SERVICE QUALITY Syahru Romadhon; Rizkha Rida; Muhammad Fiza Lubis; Rizal Abdul Khoir
Juremi: Jurnal Riset Ekonomi Vol. 4 No. 4: Januari 2025 (In Press)
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/juremi.v4i4.9443

Abstract

This research analyzes the level of customer satisfaction at PT. Amartha Manunggal Prima uses the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) indices. The research results show that customers are satisfied with the company's services, with the tangible, responsiveness, reliability, assurance and empathy dimensions reaching 81%, 81%, 81%, 82% and 80% respectively. Assurance has the most significant influence on customer satisfaction, reflecting high satisfaction with facilities and other physical aspects. Analysis of the level of conformity between customer expectations and service performance shows that the company has fulfilled customer expectations well. The tangible dimension reached 85.51%, responsiveness 87.18%, reliability 85.25%, assurance 86.69%, and empathy 86.09%. The IPA results identify priority improvements in all dimensions of service quality, with a focus on the use of advanced technology and timeliness of service. Customers expect technological innovation to increase efficiency, accuracy and speed of service, as well as on-time delivery according to promised schedules. This research suggests that companies need to optimize operational processes, including better scheduling, effective inventory management, and improved logistics systems to reduce waiting times and increase service efficiency.
Co-Authors Muhammad Fiza Lubis Rizal Abdul Khoir Rizkha Rida