ANALISIS KEPUASAN PELANGGAN PADA PT KIEN CAI INDONESIA CABANG PALEMBANG

This study aims to analyze customer satisfaction by determining the dimensions of service quality that provide customer satisfaction. The title of this final report "Customer Satisfaction Analysis At PT Kien Cai Indonesia Branch Palembang". Data collection techniques used are field research that is to observe directly on the company, distributing questionnaires to customers and research literature is to obtain data from books related to research. Analytical techniques used are qualitative techniques that descriptive explanation of customer satisfaction given the company and quantitative techniques using percentage IS (Index Score) to calculate the respondents' answers. Based on the available data, the most dominant dimension of service quality provides customer satisfaction that is reliability dimension (reliability) of 87 percent belonging to the category of "Very Satisfied" dimension has given customer satisfaction seen from employee reliability in fulfilling customer requirement. The lowest dimension of service quality in providing customer satisfaction is the dimension of the quality of physical evidence service (tangibles) of 59.4 percent belonging to the category of "Quite Satisfied" the dimension has not given satisfaction to customers because the condition of the building, facilities, product and employee appearance is not adequate. Thus, the service provided has provided customer satisfaction but, there are several dimensions of service quality that has not provided satisfaction so that it needs to make improvements to improve customer satisfaction and still maintain the service that has provided customer satisfaction