Analisis Tingkat Kepuasan Konsumen terhadap Penerapan Layanan Garansi Koi di PT Tirta Akatsuki Solaris Kabupaten Bogor

Abstract

Layanan purnajual menjadi aspek dalam memenangkan persaingan pasar guna mendapatkan kepuasan pelanggan. Tujuan penelitian ini untuk, menganalisis tingkat kepuasan konsumen Solaris Koi terhadap penerapan layanan garansi berbasis QR-Code, mengidentifikasi atribut-atribut yang memengaruhi tingkat kepuasan konsumen Solaris Koi terhadap layanan garansi, merumuskan rekomendasi perbaikan berdasarkan analisis tingkat kepuasan konsumen Solaris Koi terhadap penerapan layanan garansi, serta menganalisis kondisi finansial Solaris Koi setelah penerapan berdasarkan perhitungan R/C rasio. Metodologi yang digunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) pendekatan E-SERVQUAL. Survei penelitian dengan menyebarkan kuesioner untuk 110 responden secara daring. Berdasarkan hasil CSI, tingkat kepuasan konsumen terhadap penerapan layanan garansi sebesar 83,38% kategori “sangat puas”. Atribut yang memengaruhi tingkat kepuasan kategori Contact, Efficiency dan Compentation. Analisis IPA, terdapat dua atribut didalam kuadran I (prioritas utama) yang menjadi rekomendasi perbaikan yaitu pemberitahuan status proses klaim garansi dan kebijakan privasi yang jelas. Hasil R/C rasio setelah penerapan yaitu meningkat menjadi 1,75 penerapan ini dikatakan layak.

After sales service is an aspect in winning market competition to get customer satisfaction. The purpose of this study to, Analyze the level of Solaris Koi consumer satisfaction with the implementation of QR-Code warranty, Identify attributes that affect the level of Solaris Koi consumer satisfaction with warranty, Improvement recommendations based on the analysis of Solaris Koi's consumer satisfaction level with the implementation of warranty, and Analyze the financial condition of Solaris Koi after implementation based on R/C ratio. The methodology used is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) of the E-SERVQUAL. The research survey was conducted by distributing questionnaires to 110 respondents. Based on the results of CSI, the level of consumer satisfaction with the implementation of warranty was 83,38% "very satisfied" category. Attributes that affect satisfaction levels in the categories of Contact, Efficiency and Compentation. Based on the IPA analysis, there are two attributes in quadrant I (top priority) that are recommended for improvement, notification of the status of the warranty claim process and a clear privacy policy. The result of the R/C ratio after the application is increased to 1,75 this application is said to be feasible.