Tingkat Kepuasan Pelayanan Pelanggan di Laundry Menggunakan Customer Satisfaction Index

Rival Gumilar

Abstract


This study aims to determine the level of satisfaction at the laundry customers. Customer satisfaction is indeed a priority for consumers. This analysis aims to differentiate satisfaction between consumers and others and service performance for consumers towards laundry, especially for students. The method used to collect the data / sample was a questionnaire using a satisfied to dissatisfied scale and the analysis method used was the customer satisfaction index (CSI). The results of the calculations performed obtained a CSI value of 80.46%, a meaningful value that indicates the criteria for service satisfaction obtained from consumers.

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DOI: http://dx.doi.org/10.32493/jitmi.v3i2.y2020.p156-159

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