ANALISIS KEPUASAN PELANGGAN DENGAN METODE CUSTOMER SATISFACTION INDEX ( CSI ) PADA YOURLIGIE SALON SMK 6 SURABAYA

CUSTOMER SATISFACTION ANALYSIS USING CUSTOMER SATISFACTION INDEX (CSI) METHOD AT YOURLIGIE SALON SMK 6 SURABAYA

Yourlige salon merupakan salah satu unit usaha di SMKN 6 Surabaya terdapat Permasalahan yang diidentifikasi yaitu penurunan jumlah pelanggan, yang berdampak pada omzet dan stabilitas operasional salon. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pelanggan di Yourligie Salon SMK 6 Surabaya menggunakan metode Customer Satisfaction Index (CSI). Metode penelitian yang digunakan adalah kuantitatif dengan desain survei, di mana data dikumpulkan melalui kuesioner yang diberikan kepada pelanggan salon. Analisis dilakukan dengan Metode perhitungan CSI untuk mengukur tingkat kepuasan pelanggan terhadap aspek tangible, reliability, assurance, responsiveness, dan empathy. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan berada pada angka 76,59%, yang mengindikasikan bahwa pelanggan merasa puas dengan layanan yang diberikan. Aspek yang paling memuaskan meliputi kualitas produk, kenyamanan fasilitas, dan profesionalisme pegawai, sementara kekurangan ditemukan pada keterampilan pegawai dan kelengkapan fasilitas. Kesimpulannya, meskipun layanan salon dinilai baik, perbaikan masih diperlukan dalam pelatihan pegawai dan peningkatan fasilitas.

Kata Kunci: Kepuasan Pelanggan, Customer Satisfaction Index (CSI).

Yourlige salon is one of the business units at SMKN 6 Surabaya. There are identified problems, namely a decrease in the number of customers, which has an impact on turnover and the stability of salon operations. This study aims to analyze the level of customer satisfaction at Yourligie Salon SMK 6 Surabaya using the Customer Satisfaction Index (CSI) method. The research method used is quantitative with a survey design, where data is collected through questionnaires given to salon customers. The analysis was carried out using the CSI calculation method to measure the level of customer satisfaction with aspects of tangible, reliability, assurance, responsiveness, and empathy. The results showed that the level of customer satisfaction was at 76.59%, which indicated that customers were satisfied with the services provided. The most satisfying aspects include product quality, comfort of facilities, and employee professionalism, while deficiencies were found in employee skills and completeness of facilities. In conclusion, although the salon service was considered good, improvements were still needed in employee training and improving facilities.

Keywords: Customer Satisfaction, Customer Satisfaction Index (CSI).