PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN TRANS JOGJA
Abstract: An increasingly
rapid development of the transportation in Yogyakarta led to
the increased of
congestion in the
city. It encourages the
Government to provide adequate,
safe and convenient
public transport for
people. One of the
local transportation mode is called Trans Jogja. The existence of Trans Jogja
then make tight competition
of the transportation business
in Yogyakarta. Increasing of
the intensity of
competition and the
number of competitors
requires the company to
provide more satisfactory
service than competitors.
In order to improve
the services, it
is necessary to
measure the customer
satisfaction. This study was
measured overall customer
satisfaction using the
Customer Satisfaction Index (CSI).
It is based
on five dimensions
of service quality
i.e. tangibles (physical evidence), reliability, responsiveness,
assurance and empathy. Finding shown 68.7542% of the Customer Satisfaction
Index (CSI). It means that the
Customer Satisfaction of
Trans Jogja is
still low in
overall. This is
also proved by the negative value of the gap between expectations and
perceptions of customers.
Therefore, improvement of
the quality of
service required in accordance
with the priorities that
have been generated by
this study in
order to improve customer satisfaction.
Penulis: Siti Husna Ainu
Syukri
Kode Jurnal: jptindustridd140100
