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ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS JASA UNIVERSITAS ADVENT INDONESIA DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI)

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ABSTRACT CUSTOMER SATISFACTION LEVEL ANALYSIS OF SERVICE BY ADVENTIST UNIVERSITY OF INDONESIA WITH CUSTOMER SATISFACTION INDEX (CSI) METHOD Written by: Caroline Livia NIM: 1231005 This research aimed to analyze satisfaction level of Adventist University of Indonesia’s customer. This research was done by using descriptive analysis method and collecting questionnaires as primary data. Sample used in this research were the customers of Adventist University of Indonesia, which were students that resided in dormitory and dined at Cafeteria/Dining of Adventist University of Indonesia. Calculation and data analysis was done by using Customer Satisfaction Index (CSI) to calculate overall customer satisfaction level. Result of this research showed that students felt quite satisfied with service given by Adventist University of Indonesia which also means that service given had not fulfilled students’ expectation. This can be seen from the tabulation of average level of expectation and perceived performance whereby students expect the service given to be very well but in reality there were negative differences meaning there were gaps between them with the largest gap on Dining’s meal flavor. The overall CSI calculation result was 62.05% with average percentage 62.71% for all categories. Both interpreted as quite satisfied. From CSI calculation that was divided into categories, the ones that scores the lowest were students’ satisfaction of Boys Dormitory, internet facility and library. Keywords: Customer Satisfaction Level, Customer Satisfaction Index