Cluster Analisis pada Kepuasan Pelanggan UMKM terhadap Bantuan Permodalan dari PT X

The aim of this study is to determine the level of customer satisfaction with services at PT X and know which attributes (tangibles, reliability, responsiveness, assurance, and empathy) should be the priority of service for customer satisfaction of PT X. The study involved 80 respondents who were obtained by non purposive sampling. The results of primary data collection are processed with the Important Performance Analysis (IPA) model.