Proses Keputusan Order dan Kepuasan Konsumen Percetakan IPB

Abstract

Percetakan IPB is a printing company, especially printing for agriculture books. Percetakan IPB as a Supporting Business Unit (SUP) IPB supervised by the Director of Business and Partnership IPB. The purpose of this study was to analyze the process of making the order and level of customer satisfaction. The results of the research as an input to improve the quality of products and services as well as marketing policies that will make a positive impact on income. Order making process were analyzed descriptively, while customer satisfaction levels were analyzed by the method of IPA and CSI. IPA analysis results obtained that the 12 attributes of Percetakan IPB considered very important by customers of Percetakan IPB and 75 percent of the printing attributes has a good performance. Calculation results show that CSI of Percetakan IPB has a customer satisfaction index by 82.41 percent are very satisfied in the CSI criteria.