Perbaikan Kualitas Pelayanan Customer Service PT. XYZ Berdasarkan Importance Performance Analysis (IPA) - Pratama, Muhammad Nabil; Desrianty, Arie (e-Proceeding FTI, 2024)
PT. XYZ is a convection company, but since 2015 the company has ventured into the world of furniture. PT. XYZ has never previously measured the quality of its customer service, therefore the company wants to know whether the customer is satisfied with its customer service or the customer has unresolved complaints. This is to anticipate that the company does not lose customers. Based on this, research will be carried out using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The purpose of this research is to be able to produce suggestions for improving the quality of customer service at PT. XYZ based on the method used. Based on the results of IPA data processing, there are 6 attributes that are in quadrant I so that these six attributes are a top priority in improving service quality. The results of CSI data processing show that the customer is quite satisfied with the customer service as indicated by the CSI value of 84.17 with the very good index category. Proposals to improve the quality of the attributes in quadrant I are by evaluating the job descriptions of customer service and making SOPs regarding customer service. Keywords: Service Quality, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), Customer Service PT. XYZ merupakan perusahaan konveksi namun sejak tahun 2015 perusahaan merambah ke dunia furniture. PT. XYZ sebelumnya belum pernah melakukan pengukuran kualitas pelayanan customer service nya, maka dari itu perusahaan ingin mengetahui apakah pelanggan puas dengan pelayanan customer service nya atau pelanggan memiliki complain yang tidak tersampaikan. Hal ini untuk mengantisipasi agar perusahaan tidak kehilangan pelanggan. Berdasarkan hal tersebut maka akan dilakukan penelitian menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Tujuan dilakukannya penelitian ini agar dapat menghasilkan usulan perbaikan kualitas pelayanan customer service pada PT. XYZ berdasarkan metode yang digunakan. Berdasarkan hasil pengolahan data IPA terdapat 6 atribut yang berada pada kuadran I sehingga keenam atribut tersebut menjadi prioritas utama dalam perbaikan kualitas pelayanan. Hasil pengolahan data CSI menunjukan bahwa pelanggan sudah cukup puas dengan pelayan customer service yang ditunjukkan dengan nilai CSI sebesar 84,17 dengan kategori indeks very good. Usulan untuk meningkatkan kualitas atribut yang ada pada kuadran I adalah dengan mengevaluasi job desc dari customer service dan membuat SOP mengenai pelayanan pelanggan. Kata kunci: Kualitas Pelayanan, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), Customer Service