Format Analisa Kepuasan Pelanggan by duddypu

VIEWS: 47 PAGES: 6

									                                                  Tingkat Kepentingan                                                                                         Tingkat Kepuasan                                                     Kepentingan           Kepuasan     Index kepu x     CSI
No
         MooreSrmn Jml Kus Hrn Abai Dar Dju Mrsn Prmn Ags Hrdd Mhf Tmln Wd Tcm Bsr Sup Eman Strs Spr Rois   Total   MooreSrmn Jml Kus Hrn Abai Dar Dju Mrsn Prmn Ags Hrdd Mhf Tmln Wd Tcm Bsr Sup Eman Strs Spr Rois   TOTAL   %     %xbbt Index    %     %xbbt Index Index kepent
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
1    3      0    0   0   0   1   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    1         0    0   0   0   1   1    1   0    1    0     1    1    0 0  1   1   0   0    1    0   0    1     10    4.545 13.64          45.45 136.4
     4      1    0   1   0   0   0    0   0    0     0    0    1     1 1 0   1   0   0    1    0   0    0    7         1    0   1   0   0   0    0   1    0    1     0    0    1 1  0   0   0   1    0    1   1    0      9    31.82 127.3          40.91 163.6
     5      0    1   0   1   0   1    1   1    1     1    1    0     0 0 1   0   1   1    0    1   1    1    14        0    0   0   1   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      2    63.64 318.2     92   9.091 45.45    69         6344   91.81818
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
2    3      0    0   0   0   1   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    1         0    0   0   0   1   1    1   0    1    1     1    1    0 1  1   1   1   0    1    0   0    0     12    4.545 13.64          54.55 163.6
     4      0    0   0   0   0   0    1   0    0     0    0    1     1 1 0   1   1   0    1    0   0    1    8         1    0   0   0   0   0    0   0    0    0     0    0    1 0  0   0   0   1    0    1   1    1      6    36.36 145.5          27.27 109.1
     5      1    1   1   1   0   1    0   1    1     1    1    0     0 0 1   0   0   1    0    1   1    0    13        0    0   1   1   0   0    0   1    0    0     0    0    0 0  0   0   0   0    0    0   0    0      3    59.09 295.5     91   13.64 68.18    68         6198   90.90909
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   1    0    0     0    1    1 0  0   0   0   0    0    0   0    0      3        0       0        13.64 27.27
3    3      0    0   0   1   1   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    1    3         0    0   1   0   1   0    1   0    1    1     1    0    0 0  1   1   0   1    0    1   1    0     11    13.64 40.91             50    150
     4      1    0   0   0   0   0    0   0    0     0    0    0     0 0 0   1   1   0    0    1   1    0    5         1    0   0   1   0   1    0   0    0    0     0    0    0 1  0   0   0   0    1    0   0    1      6    22.73 90.91          27.27 109.1
     5      0    1   1   0   0   1    1   1    1     1    1    1     1 1 1   0   0   1    1    0   0    0    14        0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      1    63.64 318.2     90   4.545 22.73    62         5564           90
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    1   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      1        0       0        4.545 9.091
4    3      1    0   1   0   1   0    1   0    0     0    0    1     1 0 0   0   1   0    0    0   0    1    8         1    0   1   0   1   1    0   1    1    1     1    1    0 1  1   1   0   1    1    1   1    0     16    36.36 109.1          72.73 218.2
     4      0    0   0   0   0   0    0   0    0     0    0    0     0 1 0   1   0   1    1    1   1    0    6         0    0   0   0   0   0    0   0    0    0     0    0    1 0  0   0   1   0    0    0   0    1      3    27.27 109.1          13.64 54.55
     5      0    1   0   1   0   1    0   1    1     1    1    0     0 0 1   0   0   0    0    0   0    0    8         0    0   0   1   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      1    36.36 181.8     80   4.545 22.73    61         4873           80
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      1    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    1    0   0    0    2         0    0   0   0   0   0    0   0    0    0     0    0    0 1  1   0   0   0    0    0   0    0      2    9.091 18.18          9.091 18.18
5    3      0    0   0   1   0   0    0   0    0     0    1    1     1 0 0   0   0   0    0    0   0    0    4         1    0   1   0   1   1    1   0    0    1     1    1    1 0  0   1   0   1    0    1   1    0     13    18.18 54.55          59.09 177.3
     4      0    0   1   0   1   0    1   1    1     1    0    0     0 1 1   1   1   1    0    1   1    1    14        0    0   0   1   0   0    0   0    1    0     0    0    0 0  0   0   1   0    1    0   0    1      5    63.64 254.5          22.73 90.91
     5      0    1   0   0   0   1    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    2         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0    9.091 45.45     75       0      0   57         4269   74.54545
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
6    3      1    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    1         1    0   0   1   0   1    1   0    1    1     1    1    1 1  1   1   0   1    0    1   1    1     16    4.545 13.64          72.73 218.2
     4      0    0   0   1   1   0    1   0    1     1    1    1     0 1 0   1   0   1    1    0   0    1    12        0    0   1   0   1   0    0   1    0    0     0    0    0 0  0   0   0   0    1    0   0    0      4    54.55 218.2          18.18 72.73
     5      0    1   1   0   0   1    0   1    0     0    0    0     1 0 1   0   1   0    0    1   1    0    9         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      1    40.91 204.5     87   4.545 22.73    63         5474   87.27273
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   1   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    1         0    0   0   0   0   0    0   0    0    0     0    0    0 0  1   0   0   0    0    0   0    0      1    4.545 9.091          4.545 9.091
7    3      1    0   0   0   0   0    0   0    0     1    1    0     0 0 0   0   0   1    0    0   0    0    4         1    0   0   1   0   1    1   1    1    1     1    1    1 1  0   1   0   0    0    1   1    0     14    18.18 54.55          63.64 190.9
     4      0    0   0   0   1   0    1   0    1     0    0    1     0 1 0   1   1   0    1    0   0    1    9         0    0   1   0   1   0    0   0    0    0     0    0    0 0  0   0   1   1    1    0   0    0      5    40.91 163.6          22.73 90.91
     5      0    1   1   0   0   1    0   1    0     0    0    0     1 0 1   0   0   0    0    1   1    0    8         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    1      1    36.36 181.8     82   4.545 22.73    63         5132   81.81818
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
8    3      0    0   0   1   0   0    0   0    0     0    0    0     0 0 0   0   0   0    1    0   0    0    2         0    0   1   0   1   1    0   0    1    1     1    1    1 0  1   1   0   1    0    1   1    0     13    9.091 27.27          59.09 177.3
     4      0    0   1   0   0   0    0   0    0     1    0    1     0 0 0   1   0   1    0    0   0    0    5         1    0   0   1   0   0    1   0    0    0     0    0    0 1  0   0   0   0    1    0   0    0      5    22.73 90.91          22.73 90.91
     5      1    1   0   0   1   1    1   1    1     0    1    0     1 1 1   0   0   0    0    1   1    1    14        0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    1      1    63.64 318.2     87   4.545 22.73    58         5078   87.27273
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    1 0  1   0   0   0    0    0   0    0      2        0       0        9.091 18.18
9    3      0    0   1   0   0   0    0   0    0     1    1    0     0 0 0   0   0   0    0    0   0    0    3         0    0   0   0   1   1    1   0    1    1     1    0    0 1  0   1   0   1    0    0   0    0      9    13.64 40.91          40.91 122.7
     4      0    0   0   1   0   0    1   0    1     0    0    1     0 0 0   1   0   1    1    1   1    0    9         1    0   1   1   0   0    0   0    0    0     0    1    0 0  0   0   0   0    1    1   1    0      7    40.91 163.6          31.82 127.3
     5      1    1   0   0   1   1    0   1    0     0    0    0     1 1 1   0   1   0    0    0   0    0    9         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      1    40.91 204.5     82   4.545 22.73    58         4760   81.81818
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
10   3      0    0   1   0   0   0    0   0    0     1    1    0     0 0 0   0   0   0    0    0   0    0    3         0    0   1   0   1   0    1   0    1    1     1    0    1 0  0   1   0   0    0    0   0    0      8    13.64 40.91          36.36 109.1
     4      0    0   0   1   0   0    0   0    1     0    0    0     0 0 0   1   1   0    1    1   1    0    7         1    0   0   1   0   1    0   0    0    0     0    1    0 1  0   0   1   1    1    1   1    0     10    31.82 127.3          45.45 181.8
     5      1    1   0   0   1   1    1   1    0     0    0    1     1 1 1   0   0   1    0    0   0    0    11        0    0   0   0   0   0    0   0    0    0     0    0    0 0  1   0   0   0    0    0   0    0      1       50    250    84   4.545 22.73    63         5246   83.63636
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
11   3      0    0   1   0   0   0    0   0    0     0    1    0     0 0 0   0   0   0    0    0   0    0    2         0    0   1   0   1   0    0   0    1    1     1    0    0 0  0   1   0   1    0    0   0    0      7    9.091 27.27          31.82 95.45
     4      1    0   0   1   0   0    0   0    1     1    0    0     0 0 0   1   0   0    1    0   0    0    6         1    0   0   1   0   1    0   0    0    0     0    1    1 1  1   0   0   0    1    1   1    0     10    27.27 109.1          45.45 181.8
     5      0    1   0   0   1   1    1   1    0     0    0    1     1 1 1   0   1   1    0    1   1    0    13        0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      1    59.09 295.5     86   4.545 22.73    60         5182   86.36364
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   1   0    1   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      2        0       0        9.091 18.18
12   3      0    0   0   0   0   0    0   0    0     0    0    1     0 0 0   0   0   0    0    0   0    0    1         0    0   1   1   0   0    0   0    1    0     1    1    0 0  0   1   0   0    1    0   0    1      8    4.545 13.64          36.36 109.1
     4      0    0   0   1   0   0    0   1    0     0    0    0     0 0 0   1   1   0    1    1   1    1    8         1    0   0   0   0   0    0   0    0    1     0    0    1 1  0   0   1   1    0    1   1    0      8    36.36 145.5          36.36 145.5
     5      1    1   1   0   1   1    1   0    1     1    1    0     1 1 1   0   0   1    0    0   0    0    13        0    0   0   0   0   1    0   0    0    0     0    0    0 0  1   0   0   0    0    0   0    0      2    59.09 295.5     91   9.091 45.45    64         5785   90.90909
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   1   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      1        0       0        4.545 9.091
13   3      0    0   0   0   0   0    0   0    0     0    0    1     0 0 0   0   0   0    0    0   0    0    1         0    0   1   0   0   0    1   0    1    1     1    0    1 1  1   1   0   1    0    0   0    1     11    4.545 13.64             50    150
     4      0    0   1   0   1   0    0   0    0     0    0    0     0 0 0   1   0   0    0    1   1    1    6         1    0   0   0   0   1    0   0    0    0     0    1    0 0  0   0   0   0    1    1   1    0      6    27.27 109.1          27.27 109.1
     5      1    1   0   1   0   1    1   1    1     1    1    0     1 1 1   0   1   1    1    0   0    0    15        0    0   0   1   0   0    0   0    0    0     0    0    0 0  0   0   1   0    0    0   0    0      2    68.18 340.9     93   9.091 45.45    63         5817   92.72727
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    1   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      1        0       0        4.545 9.091
14   3      0    0   1   1   0   0    0   0    0     0    0    0     0 0 0   0   1   0    0    0   0    1    4         0    0   1   1   1   0    0   0    1    1     1    0    1 1  0   1   1   1    0    0   0    0     11    18.18 54.55             50    150
     4      0    0   0   0   1   0    0   0    1     0    0    1     1 0 0   1   0   1    1    1   1    0    9         1    0   0   0   0   0    0   0    0    0     0    1    0 0  0   0   0   0    1    1   1    1      6    40.91 163.6          27.27 109.1
     5      1    1   0   0   0   1    1   1    0     1    1    0     0 1 1   0   0   0    0    0   0    0    9         0    0   0   0   0   1    0   0    0    0     0    0    0 0  1   0   0   0    0    0   0    0      2    40.91 204.5     85   9.091 45.45    63         5303   84.54545
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    1   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      1        0       0        4.545 9.091
15   3      0    0   1   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    1    2         0    0   1   0   1   0    0   0    1    1     1    1    1 1  0   1   0   1    0    0   0    0     10    9.091 27.27          45.45 136.4
     4      0    0   0   1   1   0    0   1    0     1    0    0     0 0 0   1   1   0    1    1   1    0    9         1    0   0   1   0   1    0   0    0    0     0    0    0 0  0   0   1   0    1    0   0    1      6    40.91 163.6          27.27 109.1
     5      1    1   0   0   0   1    1   0    1     0    1    1     1 1 1   0   0   1    0    0   0    0    11        0    0   0   0   0   0    0   0    0    0     0    0    0 0  1   0   0   0    0    0   0    0      1       50    250    88   4.545 22.73    55         4890   88.18182
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
16   3      0    0   0   1   0   0    0   0    0     0    0    0     0 0 0   0   0   0    1    0   0    0    2         0    0   0   0   1   0    1   0    1    1     1    0    0 0  0   1   0   1    1    1   1    0     10    9.091 27.27          45.45 136.4
     4      0    0   0   0   1   0    0   1    0     1    1    1     1 1 0   1   0   0    0    0   0    1    9         1    0   1   0   0   1    0   0    0    0     0    1    1 1  0   0   0   0    0    0   0    1      7    40.91 163.6          31.82 127.3
     5      1    1   1   0   0   1    1   0    1     0    0    0     0 0 1   0   1   1    0    1   1    0    11        0    0   0   1   0   0    0   0    0    0     0    0    0 0  1   0   1   0    0    0   0    0      3       50    250    88   13.64 68.18    66         5852   88.18182
     1      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
     2      0    0   0   0   0   0    0   0    0     0    0    0     0 0 0   0   0   0    0    0   0    0    0         0    0   0   0   0   0    0   0    0    0     0    0    0 0  0   0   0   0    0    0   0    0      0        0       0            0      0
17   3      0    0   0   1   0   0    0   0    0     0    0    0     0 0 0   0   1   0    1    0   0    0    3         0    0   0   0   1   0    0   0    1    1     1    0    0 0  0   1   1   0    1    0   0    0      7    13.64 40.91          31.82 95.45
     4      0    0   1   0   1   0    0   0    0     1    1    1     0 1 1   1   0   1    0    0   0    1    10        1    0   1   1   0   0    0   0    0    0     0    1    0 0  0   0   0   1    0    1   1    1      8    45.45 181.8          36.36 145.5
17

     5   1   1   0   0   0   1   1   1   1   0   0   0   1   0   0   0   0   0   0   1   1   0   9    0   0   0   0   0   1   0   0     0      0   0   0   1   1   1   0   0   0   0   0   0   0    4   40.91   204.5    85   18.18   90.91    66    5671 85.45455
     1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    0       0       0             0       0
     2   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    0       0       0             0       0
18   3   0   0   1   1   0   0   0   0   0   1   0   0   0   0   0   0   0   0   1   0   0   1   5    0   0   0   0   1   1   0   0     1      1   1   0   0   0   0   1   0   1   1   0   0   1    9   22.73   68.18         40.91   122.7
     4   0   0   0   0   1   0   1   0   1   0   1   1   0   1   1   1   1   1   0   0   0   0   10   1   0   1   1   0   0   0   0     0      0   0   1   0   1   1   0   1   0   0   1   1   0    9   45.45   181.8         40.91   163.6
     5   1   1   0   0   0   1   0   1   0   0   0   0   1   0   0   0   0   0   0   1   1   0   7    0   0   0   0   0   0   0   0     0      0   0   0   1   0   0   0   0   0   0   0   0   0    1   31.82   159.1    82   4.545   22.73    62    5058 81.81818
     1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    0       0       0             0       0
     2   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    0       0       0             0       0
19   3   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    1   0   0   0   1   0   0   0     1      1   1   0   0   0   0   1   0   1   0   0   0   0    7       0       0         31.82   95.45
     4   0   0   0   0   1   0   0   1   1   1   0   0   0   0   0   1   0   0   1   0   0   1   7    0   0   1   0   0   0   0   0     0      0   0   1   0   0   0   0   0   0   1   0   0   0    3   31.82   127.3         13.64   54.55
     5   1   1   1   1   0   1   1   0   0   0   1   1   1   1   1   0   1   1   0   1   1   0   15   0   0   0   1   0   1   0   0     0      0   0   0   1   1   1   0   1   0   0   1   1   1    9   68.18   340.9    94   40.91   204.5    71    6640 93.63636
     1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   1   0   0   0   0   0   0   0    1       0       0         4.545   4.545
     2   1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   1    0   0   0   0   0   0   1   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    1   4.545   9.091         4.545   9.091
20   3   0   0   1   1   0   0   0   0   0   0   0   0   0   0   0   0   1   0   0   0   0   1   4    1   0   1   1   1   1   0   0     1      1   1   1   0   0   0   1   1   1   0   0   0   0   12   18.18   54.55         54.55   163.6
     4   0   0   0   0   1   1   0   1   0   0   0   1   1   0   0   1   0   1   1   0   0   0   8    0   0   0   0   0   0   0   0     0      0   0   0   1   1   0   0   0   0   1   0   0   1    4   36.36   145.5         18.18   72.73
     5   0   1   0   0   0   0   1   0   1   1   1   0   0   1   1   0   0   0   0   1   1   0   9    0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   1   1   0    2   40.91   204.5    83   9.091   45.45    59    4888 82.72727
     1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0    0   0   0   0   0   0   0   0     0      0   0   0   0   0   1   0   0   0   0   0   0   0    1       0       0         4.545   4.545
     2   1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   1    0   0   0   0   0   0   1   0     0      0   0   0   0   0   0   0   0   0   0   0   0   0    1   4.545   9.091         4.545   9.091
21   3   0   0   0   1   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   0   1    1   0   0   1   1   1   0   0     1      1   1   1   0   0   0   1   0   0   0   0   0   0    9   4.545   13.64         40.91   122.7
     4   0   0   1   0   1   1   0   0   0   0   0   1   1   0   0   1   1   0   1   0   0   1   9    0   0   1   0   0   0   0   0     0      0   0   0   1   1   0   0   1   1   1   0   0   0    6   40.91   163.6         27.27   109.1
     5   0   1   0   0   0   0   1   1   1   1   1   0   0   1   1   0   0   1   0   1   1   0   11   0   0   0   0   0   0   0   0     0      0   0   0   0   0   0   0   0   0   0   1   1   1    3      50     250    87   13.64   68.18    63    5474 87.27273
                                                                                                                                      Jumlah                                                                            935                   682   58121       85
                                                                                                                                                                                                                                                            `
PT. SURYAKEMASINDO SEJATI                                                            No.       :
                                                                                     Tanggal    :



           HASIL ANALISIS DATA PENGUKURAN KEPUASAN PELANGGAN

A.   Hasil Survey Tingkat Kepuasan
     Skala :
     1. Sangat Tidak Puas
     2. Tidak Puas
     3. Cukup Puas
     4. Puas                             TARGET 30 Responden
     5. Sangat Puas
     Jumlah Responden

                                                  Tingkat kepuasan (responden)
No               Variable                                                                           Total
                                     1        2              3           4       5   Tdk jawab
 1   Quality of product                                                                              0
 2   Inquiry handling                                                                                0
 3   Technical Support                                                                               0
 4   Delivery                                                                                        0
 5   Follow Up Sales                                                                                 0
 6   Price                                                                                           0


                                                     Tingkat kepuasan (%)
No               Variable                                                                           Total   Indeks
                                     1        2              3         4         5   Tdk jawab
 1   Quality of product                                                                                      0.0
 2   Inquiry handling                                                                                        0.0
 3   Technical Support                                                                                       0.0
 4   Delivery                                                                                                0.0
 5   Follow Up Sales                                                                                         0.0
 6   Price                                                                                                   0.0
     Rata-rata                                                                                               0.0
B.       Hasil Survey Tingkat Kepentingan
         Skala :
         1. Sangat Tidak Penting
         2. Tidak Penting
         3. Cukup Penting
         4. Penting
         5. Sangat Penting

                                                         Tingkat kepentingan (responden)
No                   Variable                                                                                    Total
                                            1           2             3           4         5       Tdk jawab
     1   Quality of product                 0           0             1           7         14         -22        0
     2   Inquiry handling                   0           0             1           8         13         -22        0
     3   Technical Support                  0           0             3           5         14         -22        0
     4   Delivery                           0           0             8           6          8         -22        0
     5   Follow Up Sales                    0           2             4          14          2         -22        0
     6   Price                              0           0             1          12          9         -22        0

Atau secara % frekuensi hasil survey di atas dapat ditulis sebagai berikut :
                                                              Tingkat kepentingan (%)
 No               Variable                                                                                       Total     Index
                                          1              2              3          4        5       Tdk jawab
   1 Quality of product                #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
   2 Inquiry handling                  #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
   3 Technical Support                 #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
   4 Delivery                          #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
   5 Follow Up Sales                   #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
   6 Price                             #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
     Rata-rata                         #DIV/0!        #DIV/0!        #DIV/0!    #DIV/0!   #DIV/0!    #DIV/0!    #DIV/0!   #DIV/0!
C.       CSI (Customer Satisfaction Index)
         TOTAL HASIL PERHITUNGAN QUESTIONNAIRE
                              Tingkat      Tingkat      Gap
No                 Variable                                         Total     CSI
                              Kepuasan   Kepentingan   (selisih)                               Grading
     1 Quality of product       0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!    <60          Bad
     2 Inquiry handling         0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!   60-75         Fair
     3 Technical Support        0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!   76-85        Good
     4 Delivery                 0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!   86-95      Very Good
     5 Follow Up Sales          0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!    >95       Excellent
     6 Price                    0.0        #DIV/0!     #DIV/0!     #DIV/0!   #DIV/0!
         Total                  0.0        #DIV/0!     #DIV/0!     #DIV/0!   ###
                                                                   Grade     FAIR
                      DIAGRAM TINGKAT KEPUASAN PELANGGAN
                     Tingkat Kepentingan           Tingkat Kepuasan

                                                                          Variable
        1

        1

        1

        1

        1
Index




        1

        0

        0

        0

        0

        0
                 Quality of product        Inquiry handling      Technical Support        Delivery           Follow Up Sales                 Price


  D.        Kesimpulan Akhir :
  1.        CSI Perusahaan (%) =             #DIV/0! %
  2.        Semua variable masih dibawah harapan pelanggan
  3.        Variabel 8 dan 13 dan 15 terjadi gap yang paling besar antara tingkat kepentingan dan tingkat kepuasan ( 29%,30%dan33%)
  4.        Variabel 8 dan 13 dan 15 menjadi prioritas untuk tindakan perbaikan
                                                                                                                                      Doc. No. : 02/FRM/MKT
                                                                                                                                      Rev.     : 00

								
To top