relation: https://eprints.untirta.ac.id/48032/
title: ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PRODUK DAN PELAYANAN CV. SWARNA DWIPA
creator: AHLUZ ZIKRI, AFIF
subject: HA Statistics
subject: HD28 Management. Industrial Management
subject: T Technology (General)
description: The growing of interior industry in Indonesia aligns with the rapid customer growth in CV. Swarna Dwipa, a company that specialize in interior design service. Complaints regarding quality of service and products at CV. Swarna Dwipa driven the company to address existing issues and enhance customer satisfaction. This research aims to assess the level of customer satisfaction at CV. Swarna Dwipa using Customer Satisfaction Index (CSI) method, identify the service quality attributes that should be prioritized for improvement using the Importance Performance Analysis (IPA) method, and then rank the prioritized attributes using the Potential Gain in Customer Value (PGCV) method, and lastly find solutions to improve the prioritized attributes using the 5 Whys method. The results show that CV. Swarna Dwipa fall into the satisfied category with CSI index of 83,42%. The attributes that prioritized for improvement with its rank from the most important, are Rps3, Rlb6, Emp1, Rlb5, and last is Asr3. Solutions to fix the problem that attributes have is that CV. Swarna Dwipa can look for several new employees/workers with competencies that company need, assign workers to educate customer about their new products, and expand the company’s relationships with more existing vendors.
date: 2025-03-21
type: Thesis
type: NonPeerReviewed
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identifier: https://eprints.untirta.ac.id/48032/21/Afif%20Ahluz%20Zikri_3333200078_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/48032/22/Afif%20Ahluz%20Zikri_3333200078_01.pdf
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identifier: https://eprints.untirta.ac.id/48032/1/Afif%20Ahluz%20Zikri_3333200078_06.pdf
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identifier: https://eprints.untirta.ac.id/48032/5/Afif%20Ahluz%20Zikri_3333200078_Ref.pdf
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identifier: https://eprints.untirta.ac.id/48032/9/Afif%20Ahluz%20Zikri_3333200078_Lamp.pdf
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identifier: https://eprints.untirta.ac.id/48032/10/Afif%20Ahluz%20Zikri_3333200078_CP.pdf
identifier:   AHLUZ ZIKRI, AFIF  (2025) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PRODUK DAN PELAYANAN CV. SWARNA DWIPA.  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.