ANALISIS KEPUASAN PELANGGAN DALAM LAYANAN PENERBITAN BUKU UNTUK SMK: MENGEKSPLORASI FAKTOR-FAKTOR KUNCI DAN PENDEKATAN PENINGKATAN KUALITAS

Zulvika, Hudria
Rahman, Bima Agustiya

Parsimonia: Jurnal Akuntansi, Manajemen dan Bisnis
Vol 12 No 1 (2025): Parsimonia: Jurnal Akuntansi, Manajemen dan Bisnis

The book publishing industry in Indonesia plays a crucial role in supporting the teaching and learning process at various educational levels, including Vocational High Schools (SMK). This study aims to analyze the level of customer satisfaction with book publishing services for SMK, identify key factors influencing satisfaction, and formulate approaches to improving service quality. This research employs a quantitative survey method involving SMK customers as respondents. The collected data is analyzed using descriptive statistics and factor analysis. The findings indicate that overall customer satisfaction falls into the "fairly satisfied" category. This study contributes to book publishers by providing insights into the needs and expectations of SMK customers and formulating targeted service quality improvement strategies.