Penilaian Costumer Service Indeks Pada Cafe-Cafe Di Jalan Semeru Utama Jember

Toni Herlambang; Aditya Dimas  Pratama

doi:10.31967/relasi.v21i2.1066

Toni Herlambang Universitas Muhammadiyah Jember
Aditya Dimas Pratama Universitas Muhammadiyah Jember

DOI: https://doi.org/10.31967/relasi.v21i2.1066

Keywords: CSI, Satisfaction level, Service level, Expectation level

Abstract

Nowadays, the number of cafés in every region of Indonesia, including in Jember district, especially in the campus area is increasing. However, the existence or ability to survive of each café is very diverse. This type of research is quantitative and qualitative research in the form of numbers and qualitative data expressed in words. The results showed that the level of customer satisfaction was in the satisfied category with a Costumer Service Index (CSI) value of 71.04 percent. The results also show that there is a positive influence between service level and satisfaction. The higher the service level, the higher the level of satisfaction. In addition, the results also show that there is a negative influence between the level of expectations and the level of satisfaction. The higher the level of expectation, the lower the level of satisfaction.

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