Penerapan metode customer satisfaction index dan service quality untuk mengukur kepuasan pembaca terhadap kualitas layanan website intens.news

Studi kasus pada media online intens.news

Abstract

This study was conducted to determine customer satisfaction with service quality that occurs in the Intense.news online media. This research method uses the Customer Satisfaction Index (CSI) method to determine how much customer satisfaction is, Service Quality to determine the value of the gap that occurs and also to determine the priority for further improvements. The results of the Customer Satisfaction Index test, which is 77.93%, research conducted with a sample of 100 respondents showed that customer satisfaction is concerning. And the average result of Service Quality on the tangible dimension of the gap value is -0.04. In the reliability dimension, the gap value is 0.10. In the dimension of responsiveness, the perception gap is 0.02. In the dimension of assurance, the value gap is 0.04. In the empathy dimension, the gap value is -0.08. In the analysis of service quality there are 8 attribute statements from each of the 2 dimensions to be a priority for improvement.

Keywords: Customer Satisfaction Index, Service Quality, Customer

Satisfaction