The Application Of The Customer Satisfaction Index Method In Consumer Satisfaction With Service At Toko Cikal Aquarium.
DOI:
https://doi.org/10.37859/coscitech.v6i3.10463
Abstract
This study aims to determine the level of customer satisfaction with the services at Toko Cikal Aquarium by applying the
Customer Satisfaction Index (CSI) method. The store faces several issues, including a manual sales system, difficulties in
obtaining customer satisfaction data, and the lack of a digital platform to support service quality evaluation. This research
adopts a quantitative approach with data collection methods including observation, interviews, and questionnaires. The CSI
method is used to analyze key service attributes such as location, individual service, store attributes, and product quality. The
system design follows the waterfall approach, utilizing PHP for programming, MySQL for the database, and UML modeling
techniques such as use case, class, activity, and sequence diagrams. The results show that implementing the CSI method in a
web-based system enables the seller to more easily identify which attributes influence customer satisfaction and make
improvements based on the collected data. This system also facilitates documentation, evaluation, and strategic decision-making
in managing services at Toko Cikal Aquarium.
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