Kepuasan Konsumen Laboratorium Departemen Ilmu dan Teknologi Pangan Fakultas Teknologi Pertanian Institut Pertanian Bogor

Abstract

LDITP-IPB is a testing laboratory ISO 17025 refers to give priority to customer satisfaction. The purposes of this research are: identified characteristics of consumers, identify the process of buying decision and to analysis the level of customer satisfaction of LDITP-IPB. This study used a descriptive analysis, Importance Performance Analysis and Customer Satisfaction Index. The results showed that the service quality of LDITP-IPB obtained customer satisfaction index by 84.55 percent, which means very satisfied in the criteria. From the results of the IPA method, the service quality attributes that need to be improved LDITP-IPB are: testing should be done on time based on the agreement, the ability to provide an explanation of laboratory testing results, responsiveness in handling testing requests, courtesy and friendliness employees, than appropriate and competitive cost of testing.