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

Abstract

This research was intended to know the level of customer's satisfaction by meeting expected service and actual service at Boarding University. The participants of this study were 200 students in the 2015-2016 academic year of Indonesia Adventist University. This research was done by using descriptive analysis method. Sample used in this research were students that resides in dormitory and dines at Cafeteria/Dining. Calculation and data analysis was done by using Customer Satisfaction Index to calculate overall customer satisfaction level.

Result of this research showed that the overall CSI calculation result is 62.05% with average percentage 62.71% of all categories. Students' expectation was bigger than actual performance. Students were disappointment with the total services. It shown from the tabulation of average level of expectation and perceived performance were on negative difference gap. And the largest gap was on Dining's meal flavor. In other words the service given haven't fulfilled the expectation.

Keywords: Customer Satisfaction Level, Customer Satisfaction Index