Update Artikelilmiah: 41662

APRESIA KEMALA PUTRI

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Judul Artikel

Abstrak (Bhs. Indonesia)

Penelitian ini dilatarbelakangi oleh adanya layanan jasa keuangan milik
PT Indonesia yaitu Pospayment (Pospay), yang peminatnya sangat tinggi dengan
kepuasan pelanggan yang tinggi juga. Hal ini dibuktikan melalui survei
kepuasan pelanggan yang dilakukan PT Pos Indonesia KCU Purwokerto, bahwa
rata-rata pelanggan sangat puas dengan layanan yang diberikan oleh PT Pos
Indonesia KCU Purwokerto. Penelitian ini menggunakan metode penelitian
kuantitatif dengan teknik pengumpulan data melalui kuesioner dan dokumentasi.
Metode analisis yang digunakan yaitu Customer Satisfaction Index (CSI) dan
Importance Performance Analysis (IPA) dengan sasaran penelitian yaitu
pelanggan layanan jasa keuangan Pospayment (Pospay) sebanyak 100 orang.
Berdasarkan hasil pengolahan data menggunakan metode Customer Satisfaction
Index (CSI), nilai yang diperoleh yaitu sebesar 81,15% yang berarti pelanggan
sangat puas terhadap kualitas layanan jasa keuangan Pospayment (pospay) di PT
Pos Indonesia KCU Purwokerto. Sedangkan hasil pengolahan data
menggunakan metode Importance Performance Analysis (IPA), terdapat lima
atribut yang berada dalam kuadran I yang menjadi prioritas perbaikan untuk PT
Pos Indonesia KCU Purwokerto.

Abtrak (Bhs. Inggris)

This research is entitled Customer Satisfaction Index of Pospayment Financial
Services (Pospay) at PT Pos Indonesia Main Branch Office (KCU) Purwokerto. This
research is motivated by the existence of a financial service owned by PT Indonesia,
namely Pospayment (Pospay), which has very high demand with high customer
satisfaction as well. This is proven through a customer satisfaction survey conducted
by PT Pos Indonesia KCU Purwokerto, that the average customer is very satisfied
with the services provided by PT Pos Indonesia KCU Purwokerto. This study uses
quantitative research methods with data collection techniques through questionnaires
and documentation. The analytical method used is the Customer Satisfaction Index
(CSI) and Importance Performance Analysis (IPA) with the research target of 100
Pospayment (Pospay) financial service customers. Based on the results of data
processing using the Customer Satisfaction Index (CSI) method, the value obtained is
81.15%, which means that customers are very satisfied with the quality of
Pospayment (pospay) financial services at PT Pos Indonesia KCU Purwokerto. While
the results of data processing using the Importance Performance Analysis (IPA)
method, there are five attributes that are in quadrant I which are priority
improvements for PT Pos Indonesia KCU Purwokerto.

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