Analisis Kepuasan Pelanggan Terhadap Aplikasi Pelayanan Pelanggan dengan Metode CSI dan ServQual

Andreas Adi Trinoto(1*), Ahmad Zamakhsari(2)

(1) Universitas Indraprasta PGRI
(2) 
(*) Corresponding Author

Abstract


Kereta Api Indonesia (KAI) as one of the state-owned companies that provide services to the public feels good a few years back and is the aim of researchers to conduct a survey of customer satisfaction with one of the Microsoft product Genesys customer service applications that have been connected with social media as a supporting application in serving train service users. The method used by researchers is the CSI (Customer Satisfaction Index) and Service Quality, the Jakarta Central Railway office agent who filled in the questionnaires as much as 51 of 80 with 78.76% results in CSI and 0.24 on servqual. This customer service application has a positive effect on customer satisfaction, as well as an evaluation for application providers.


Keywords


Customer Service Application; Genesys; Indonesian Railways; CSI and ServQual

Full Text:

PDF

References


F. Kurauchi, Public Transport Planning with Smart Card Data. CRC Press, 2017.

F. V. Morgeson, Citizen Satisfaction. Palgrave Macmillan, 2014.

I. G. Mahatma and Y. Bakti, Public Transport Passengers’ Behavioural Intentions_ Paratransit in Jabodetabek-Indonesia. Springer International Publishing, 2014.

V. R. Bolang, J. D. . Massie, and A. S. Soegoto, “Peran Pelayanan Teller dan Costumer Service Terhadap Kepuasan Pelanggan Pada Bank BRI Unit Karombasan Cabang Manado,” J. EMBA, vol. 3, no. 3, pp. 1126–1139, 2015.

Hatane Semuel and Nadya Wijaya, “Service Quality, Perceive Value, Satisfaction, Trust, Dan Loyalty Pada Pt. Kereta Api Indonesia Menurut Penilaian Pelanggan Surabaya,” J. Manaj. Pemasar., vol. 4, no. 1, pp. 23–37, 2009.

G. Anggadwita, “Service Innovation in Public Sector : A Case Study on PT. Kereta Api Indonesia,” J. Soc. Dev. Sci., vol. 4, no. 7, pp. 308–315, 2013.

B. Liu, “Customer satisfaction index model building and empirical research of sports fitness and entertainment industry,” Int. Conf. Manag. Serv. Sci. MASS 2011, 2011.

Tjiptono, Fandy. Service Management. Andi Offset. Yogyakarta 2012.

A. Yildirim, S. Ozcan, and K. E. Yildirim, “Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality,” Bus. Econ. Res. J., vol. 10, no. 4, pp. 885–901, 2019.

Z. Shi and H. Shang, “A Review on Quality of Service and SERVQUAL Model,” in HCI in Business, Government and Organizations, 2020, pp. 188–204.




DOI: http://dx.doi.org/10.30998/string.v5i3.9178

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Andreas Adi Trinoto

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

 

STRING (Satuan Tulisan Riset dan Inovasi Teknologi) indexed by:

Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi 4.0 Internasional.
View My Stats
Flag Counter