Kualitas Pelayanan Kantor Pos Indonesia Meulaboh Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

Rahayu Pratiwi, Kasmawati Kasmawati, Fajar Okta Widarta, Nissa Prasanti, Abdiel Khaleil Akmal

Abstract


Service quality is a key factor in improving customer satisfaction and keeping service companies competitive, especially in the goods delivery sector. The Meulaboh branch of Pos Indonesia offers goods and document delivery services. It can provide fast, accurate, and secure service that meets customer expectations. However, some issues remain, such as delivery delays, delivery mistakes, and poor handling of complaints. This study aims to measure customer satisfaction levels and identify which service aspects need improvement regarding the goods delivery services at the Meulaboh branch of Pos Indonesia. A descriptive quantitative method was used, applying the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA). The research tool was based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. It was then tested for validity and reliability using IBM SPSS Statistics 27. The CSI analysis showed a score of 71%, placing it in the "satisfied" category. This means that customers are generally satisfied with the service quality from the Meulaboh branch of Pos Indonesia. The IPA results highlight the top-priority areas for improvement, which include employee responsiveness to customer complaints, providing compensation guarantees for delivery errors or for damaged or lost items, and ensuring consistent service for all customers without discrimination.

Keywords


CSI; Customer Satisfaction; IPA; Service Quality

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DOI: https://doi.org/10.35308/jopt.v12i2.16446

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