ANALISIS CUSTOMER SATISFACTION-DISSATISFACTION, LOYALTY, DAN ENGAGEMENT INDEX TENANT PPTI KAWASAN INDUSTRI SIER, SURABAYA. - Hironimus Hari Kurniawan (Universitas Widyagama Malang, 2021)
Abstrak Penelitian ini adalah studi deskriptif pada perspektif perusahaan-perusahaan tenant PPTI (Perjanjian Penggunaan Tanah Industri) sebagai pelanggan Kawasan Industri SIER di Surabaya, Jawa Timur. PT Surabaya Industrial Estate Rungkut (SIER) sebagai pengelola Kawasan Industri terbesar di Jawa Timur, menyadari bahwa loyalitas perusahaan-perusahaan pelanggan, adalah faktor yang sangat strategis. Penelitian ini bertujuan untuk menganalisis Customer Satisfaction Index (CSI), Customer Dissatisfaction Index (CDI), Customer Loyalty Index (CLI), Customer Engagement Index (CEI), di Kawasan Industri SIER Surabaya.Metode yang digunakan yaitu metode penelitian sequential explanatory research, yang merupakan penelitian deskriptif kuantitatif. Populasi yang ditentukan sebanyak 467 responden, dan kemudian diambil sampel sebanyak 120 responden, dari representatif perusahaan pelanggan SIER. Hasil penelitian ini menunjukkan bahwa CSI meraih nilai yang tinggi yaitu sebesar 78.1, CDI dalam level rendah yakni sebesar 4.8, CLI dan CEI tergolong sangat tinggi yakni sebesar 89.01. Apresiasi yang tinggi dalam dimensi SERVQUAL yang ditunjukkan pada CSI menunjukkan bahwa kepuasaan pelanggan tenant PPTI sudah tinggi, walaupun masih banyak hal yang perlu ditingkatan. Selain upaya sistematis yang harus dilakukan PT SIER dalam meningkatkan sarana prasarana, faktor psikologis pelanggan yang membutuhan kehadiran manajemen sebagai problem solving permasalahan bisnis pelanggan hendaknya menjadi prioritas di masa depan.Kata Kunci: Customer Satisfaction Index, Customer Dissatisfaction Index Customer Loyalty Index, Customer Engagement Index. Abstract This research is a descriptive study on the perspective of PPTI (Industrial Land Use Agreement) tenant companies as customers of the SIER Industrial Estate in Surabaya, East Java. PT Surabaya Industrial Estate Rungkut (SIER) as the manager of the largest Industrial Estate in East Java, realizes that the loyalty of customer companies is a very strategic factor. This study aims to analyze the Customer Satisfaction Index (CSI), Customer Dissatisfaction Index (CDI), Customer Loyalty Index (CLI), Customer Engagement Index (CEI), in the SIER Industrial Estate Surabaya.The method used is a sequential explanatory research method, which is a quantitative descriptive research. The population that is determined is 467 respondents, and then a sample of 120 respondents is taken from representatives of SIER customer companies. The results of this study indicate that the CSI is very high at 78.1, the CDI is at a low level of 4.8, the CLI and the CEI is classified as very high at 89.01. The high appreciation in the SERVQUAL dimension shown in CSI shows that PPTI tenant customer satisfaction is already high, although there are still many things that need to be improved. In addition to the systematic efforts that must be made by PT SIER in improving infrastructure, the psychological factors of customers who require the presence of management as problem solving for customer business problems should be a priority in the future.Keyword: Customer Satisfaction Index, Customer Dissatisfaction Index Customer Loyalty Index, Customer Engagement Index