重振印度尼西亚大米业的客户满意度

Indonesian Journal of Innovation Studies Pub Date : 2024-06-11 DOI:10.21070/ijins.v25i4.1174

Muchammad Ikbal Pratama, W. Sulistiyowati, A. S. Cahyana, Boy Isma Putra

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引用次数: 0

摘要

简历。Central Karya Jaya 是一家大米分销公司，利润下降了 40%。本研究旨在利用平衡计分卡和重要性绩效分析（IPA）提高公司绩效和客户满意度。来自 70 名受访者的数据显示，公司财务投资回报率高于 12%，但客户满意度仅为 72.25%，这表明公司的需求尚未得到满足。需要在管理友好度、员工响应速度和个性化服务方面进行重点改进。建议包括改善员工关系和了解客户需求，未来研究建议使用质量功能展开法（QFD）进一步提升服务。亮点：财务业绩：ROE 超过 12%，表明财务状况稳健。客户满意度：72.25% 的合格率显示出需要改进的地方。关键改进：增强管理者的亲和力和员工的响应能力关键词绩效衡量、平衡计分卡、客户满意度、大米分销、重要性绩效分析

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Revitalizing Customer Satisfaction in Indonesia's Rice Industry

CV. Central Karya Jaya, a rice distribution company, faced a 40% profit decline. This study aims to enhance company performance and customer satisfaction using the Balanced Scorecard and Importance Performance Analysis (IPA). Data from 70 respondents showed a financial ROE above 12%, but customer satisfaction had a 72.25% conformity, revealing unmet needs. Key improvements are needed in managerial friendliness, employee responsiveness, and personalized service. Recommendations include fostering better employee relations and understanding customer needs, with future research suggesting the use of Quality Function Deployment (QFD) for further service enhancement. Highlights: Financial Performance: ROE above 12% indicates solid financial health. Customer Satisfaction: 72.25% conformity shows areas needing improvement. Key Improvements: Enhance managerial friendliness and employee responsiveness Keywords: Performance Measurement, Balanced Scorecard, Customer Satisfaction, Rice Distribution, Importance Performance Analysis

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Indonesian Journal of Innovation Studies

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