Evaluasi atas tindak lanjut survei kepuasan pelanggan di lppom mui

Utama, Hendra (2019) Evaluasi atas tindak lanjut survei kepuasan pelanggan di lppom mui. Masters thesis, IPB University.

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Official URL: https://sb.ipb.ac.id

Abstract

Customer satisfaction survey is a common method used by a service provider in order to obtain feed back from customer as well as close the gap between customer expectation and perceived quality. Feed back from customers can make them possibly to define level of quality of service by themselves. If a service provider can satisfy its customers, it means that it will retain its customers. LPPOM MUI as an authorized halal certifying body in Indonesia has been aplying online registration by using CEROL SS-23000 application in order to increase level of service quality to its customers. LPPOM MUI has conducted customer satisfaction survey three times from 2015 up to 2017. After conducting the survey, LPPOM also performed the follow-up based on the result of the survey. The purpose of this research are (1) to know about the follow up of customer satisfaction evaluation of LPPOM MUI, (2) to analyse the impact of the follow-up implementation progress versus re-evaluation by LPPOM MUI’s customer group on the follow-up, (3) to provide recommendation(s) if the customers perceive the follow-up implementation still does not fulfill their service quality expectation. The methods used was qualitative descriptive analysis based on follow-up of LPPOM MUI’s customer satisfaction survey versus re-evaluation of LPPOM MUI’s seven customer groups on the follow-up. The survey of customer satisfaction on customers done based on 5 dimension of ServQual and 20 atributes of quality service level that defined by LPPOM MUI. The follow-up, then, defined by LPPOM MUI in order to close the gap between expectation and perception of customer on the quality of service level for the selected top 5 highest gap score. This research done in order to analysis the impact based the follow-up of LPPOM MUI internally versus the feed -back of LPPOM MUI’s seven customer group on the progress of follow-up effect. The top 5 qulity atributes gap score (between customer’s expectation and perceived quality) that selected by LPPOM MUI were (1) notification is available if any change applied or CEROL SS-23000 broken; (2) the ease of phone contacting; (3) responding time on customer’s email; (4) halal certification processing time ; (5a) responding time on post audit process; (5b) the new material usage approval processing time. Based on the top 5 atributes gap score, LPPOM MUI conducted some follow up action plans in order to close the gap. Seven customer group of LPPOM MUI then gave the feedback about the “progress of follow-up” as to close the gap. Based on the feedback, it is concluded that not every customer group satisfied with the impact of the follow-up, especially for the group with highly risk of haramness, high numbers of materials used, and high numbers of production facilities. The attributes still need much improvements are 1) the phone contacting easiness, 2) responding time to customer’s email; 3) notification is available if any change applied or CEROL SS-23000 broken

Item Type: Thesis (Masters)
Uncontrolled Keywords: dampak tindak lanjut dan umpan balik pelanggan, evaluasi kepuasan pelanggan, kualitas pelayanan, LPPOM MUI follow-up and feed-back impact, customer satisfaction evaluation, services quality, LPPOM MUI
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 11 Jan 2022 03:27
Last Modified: 11 Jan 2022 03:27
URI: http://repository.sb.ipb.ac.id/id/eprint/3751

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