Consumer Satisfaction Design At Pt. Jaya Diesel Using Web-Based Importance Performance Analysis Method

Abstract

The customer satisfaction system created in this study is based on the IPA method. Customer satisfaction is the result of consumers' perception of a company's performance processes, and the results meet consumer expectations. Customers are happy when their expectations are met and very happy when they are exceeded. Customer satisfaction is closely related to quality, which directly affects product performance. Service quality is closely related to customer satisfaction. A company's progress is influenced by its ability to serve its customers. The services provided by the company should consider the quality standards provided to customers and even exceed the effects expected by customers. This makes it easier for the company to achieve customer satisfaction. This allows customers to survive on the company's services