<![CDATA[Abstrak Pangkalan Bun terus berkembang dalam sektor perekonomian yang menjadi indikator pertumbuhan Kotawaringin Barat. Salah satu fungsi utama dari bandar udara Iskandar Pangkalan Bun yaitu sebagai pintu gerbang perekonomian Kotawarngin Barat Kalimantan Tengah. Agen CV. Citra Queen Express sebagai salah satu EMPU di terminal kargo bandar udara Iskandar Pangkalan Bun, segala bentuk suatu pelayanan yang diberikan akan mendapat penilaian yang berpengaruh terhadap kepuasan dari konsumen atau pengguna jasa tersebut. Penelitian termasuk dalam golongan penelitian kuanitatif. Penelitian dilakukan terminal kargo bandar udara Iskandar Pangkalan Bun. Sumber data yang digunakan dalam penelitian ini diperoleh dari penyebaran kuesioner terhadap responden pengguna jasa CV. Citra Queen Express, observasi dan dokumentasi sebagai data pendukung pada penelitian ini. Hasil penelitian disimpulkan bahwa diperoleh pengaruh yang signifikan antara pelayanan CV. Citra Queen Express terhadap Kepuasan Pengguna Jasanya, yaitu sebesar 50,4%. Persentase kepuasan menggunakan metode CSI diperoleh nilai persentase 80,81% dapat dinyatakan dalam kategori sangat puas. Kata Kunci: Pelayanan Kargo, Kepuasan Konsumen, Customer Satisfaction Index, Bandar Udara Iskandar pangkalan Bun. Abstract Pangkalan Bun continues to develop in the economic sector which is an indicator of the growth of West Kotawaringin. One of the main functions of the Iskandar Pangkalan Bun airport is as a gateway to the West Kotawarngin economy in Central Kalimantan. CV. Citra Queen Express as one of the EMPUs at the cargo terminal of Iskandar Pangkalan Bun airport, all forms of service provided will receive an assessment that affects the satisfaction of consumers or service users. The research is included in the quantitative research group. The research was conducted at the cargo terminal of the Iskandar Pangkalan Bun airport. Sources of data used in this study were obtained from distributing questionnaires to respondents using services CV. Citra Queen Express, observation and documentation as supporting data in this study. The results of the study concluded that a significant effect was obtained between services CV. Citra Queen Express on the satisfaction of its service users, which is 50.4%. The percentage of satisfaction using the CSI method obtained a percentage value of 80.81% can be stated in the very satisfied category. Keywords: Cargo Service, Consumer Satisfaction, Customer Satisfaction Index, Iskandar Panglakan Bun Airport.]]>
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