Analisis Tingkat Kepuasaan Pelanggan Produk Kebutuhan Rumah Tangga Di PT. Astro Technologie Indonesia Dengan Metode Satisfaction Index (CSI)

Abstract

This study aims to determine and measure the level of customer satisfaction with household products provided by PT Astro Technologies Indonesia and analyze the service attributes that most influence customer satisfaction using the Customer Satisfaction Index (CSI) method. This study applies a quantitative approach with data collection techniques through distributing questionnaires to 62 respondents who are company customers. The data obtained were then analyzed using the CSI method by calculating the level of importance and level of satisfaction for each service attribute, so that the overall customer satisfaction index value can be determined. The results show that the Customer Satisfaction Index (CSI) value reached 94.7% and is included in the very satisfied category. The assurance dimension obtained the highest value compared to other dimensions, which indicates that customers have a high level of trust in transaction security, product quality, and service competence provided by the company. The findings of this study prove that PT Astro Technologies Indonesia has been able to meet customer expectations well through quality, professional, and satisfying services for consumers.