Model Matematis Pembandingan Tingkat Kepentingan Dan Kinerja Yang Dirasakan Untuk Menentukan Tingkat Kepuasan Pelanggan

Abstract

Customer’s satisfaction and  dissatisfaction basically are  the difference between  expectations and perceived performance. Customer’s satisfaction means that the performance of a  service  is at least  equal to what is expected.   Basically,  it  is subjective because it focuses on  customer response. But  for the sake of measuring  the quality of service,  providers  need  a procedure  to measure  how high  the level of  customer’s  satisfaction is. Measurement process  is conducted by  mathematical model showing adjustment level, that is the ratio between service performance score which may give satisfaction to customer and customer’s need score. The adjustment level will determine  the priority of the increasing factors that influence the customer’s satisfaction. In order the  customer’s  satisfaction  can be measured  and  determined  more  structurally,  mathematical  models  need to be developed accordingly. Key words: Customer’s satisfaction, mathematical models, adjustment level.