ANALISIS KEPUASAN KONSUMEN TERHADAP WARNET [email protected] DAN SRIKANDINET DI CILACAP

11074596, Alexander Rajagukguk (2011) ANALISIS KEPUASAN KONSUMEN TERHADAP WARNET [email protected] DAN SRIKANDINET DI CILACAP. Bachelor thesis, Universitas Kristen Duta Wacana.

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Abstract

Consumer satisfaction is an increasingly important marketing orientation to be implemented; it is intended to increase sales and to maintain customers as loyal customers. Thus, consumer satisfaction is a key factor to win the competition, especially in the era of competition in an increasingly competitive business and critical consumer behavior in making purchases. The understanding of consumer needs and wants is something very important and should be considered by all companies in order to achieve success in the marketing of their services. This study was to determine the level of consumer satisfaction for Warnet Raj@. net & Warnet Srikandinet in Cilacap. The data are obtained by observation through spreading of 100 questionnaires to 100 consumer respondents who had ever used the services of Warnet Raj @.net & Warnet Srikandinet. The analysis method of the study used statistical tests like validity and reliability tests, percentage analysis, and analysis of customer satisfaction index (CSI). Based on the analysis results of CSI, the research results show that Warnet [email protected] has CSI in a higher level of 287.22 comparing to that of 285.88 for Warnet Srikandinet. However, the overall consumer of both internet cafes feels neutral; this is based on the ICS predetermined range. The results of the percentage analysis show that the respondents consists of 81% male, 76% maximum 20 years of age, 71% students, 95% up to high school of education, and 76% maximum Rp. 500,000 of income.

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