JURNAL ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN PENDEKATAN IMPROVEMENT GAP ANALYSIS DAN CUSTOMER SATISFACTION INDEX STUDI KASUS PADA KANTOR POS PROCESSING CENTER GRESIK

ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN PENDEKATAN IMPROVEMENT GAP ANALYSIS DAN CUSTOMER SATISFACTION INDEX STUDI KASUS PADA KANTOR POS PROCESSING CENTER GRESIK

Abstract

ABSTRACT

PT POS Indonesia or better known as the Post Office is one of the business entities engaged in services,

especially correspondence. PT. POS Indonesia is one of the service businesses that is also experiencing intense

competition. This increasingly fierce competition can be seen with the increasing number of emerging expeditions and

multinational private freight forwarding companies, including DHL, Fed-ex (Federal Express), TNT, JNE, J&T. PT.

Pos Indonesia won the 2022 Courier Service Top Brand Award at rank 3. The services offered by competitors are also

diverse, thus it will be a distinct feature and advantage for each expedition. This requires the owner or manager of the

expedition to create a strategy to be able to compete and be superior to its competitors. This study uses the calculation

of the application of the IGA (Improvement Gap Analysis) method and the CSI (Customer Satisfaction Index) method

so that the level of consumer satisfaction with the service quality of the Post Office will be known. Based on the results

of research that has been carried out at the Gresik Processing Center Post Office, the value of the level of customer

satisfaction with the Gresik Processing Center Post Office service is 78.10%, which means that customers feel

"satisfied" with the service performance of the Post Office. To improve the quality of post office services more

optimally, the post office must immediately improve the attributes, including: speed and accuracy of employees during

the administrative process, the ability of the post office to respond to complaints, criticism or suggestions from

consumers, skilled employees in handling customers and guarantee of trust in service.

Keywords: IGA (Improvement Gap Analysis), CSI (Customer Satisfaction Index)