Tingkat Kepuasan Konsumen Terhadap Mutu Pelayanan Perusahaan PT Federal International Finance Group Cabang Bogor

Abstract

Finance Company comes up with many offered advantages. This leads every single finance company to have qualified and competitive performance. The strategy to win the business competition can be done by increasing the value of service. One indicator that is mostly used to measure the quality of service is Consumer Satisfaction Index. Therefore, this research aims for (1) Identify the characteristic of consumer, (2) Analyze the dimension of service quality based on perspective of respondent, (3) Analyze the effect of service quality about respondents satisfaction, (4) Formulate the strategy to improve the service quality in increasing the respondent satisfaction. This research is done in PT. FIFGROUP Bogor on Jalan Raya Pajajaran No. 28 F Bantarjati-Bogor. The data that are used in the research is primary data and secondary data. Selection of respondents were accidental sampling and determination of sample size using Slovin method.The method to analyze the result is descriptive analysis, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) with SPSS using version 16.00 for Windows. The result of this research shows that most of the consumer of FIFGROUP in Bogor is male in gender case, with both private and self employee as profession. The consumer education level generally is High School graduate, with monthly income Rp 1.000.001 – Rp 3.000.000,00, most of them have been married. The age of the consumer mostly 20-30 years old. On the lowest consumer satisfaction index, there are 2 points that have to be considered which are the facility like toilet and the suggestion box. Based on CSI analysis, the consumer satisfaction of PT FIFGROUP is 74.64%. This shows that generally, the consumer satisfaction is on the 66-80.99% category. Based on IPA analysis, the attributes that have to be considered as priority are toilet, the responsiveness of handling complain, hospitality, the occurance of relation that can happen between FIF consumer and employee, and the effort to always understand and fulfill the consumer needs.