Customer Satisfaction Evaluation At Sapadia Guest House Through Servqual And Csi Approaches Based On Information Systems
DOI:
https://doi.org/10.51601/ijse.v5i2.120Abstract
This study aims to evaluate customer satisfaction levels at Guest House Sapadia by integrating the SERVQUAL method and the Customer Satisfaction Index (CSI) within an information system-based framework. The SERVQUAL method is employed to assess service quality across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Concurrently, the CSI method provides a quantitative overview of overall customer satisfaction, grounded in the perception and relative importance of each service attribute. Data were collected via an online questionnaire completed by 184 respondents and processed through a web-based information system to generate interactive visualizations and automated analyses. The results indicate that Guest House Sapadia achieved a CSI score of 84.57%, which falls under the "satisfied" category, with the Assurance and Reliability dimensions receiving the highest ratings. However, the Tangibles and Responsiveness dimensions require improvement. This study offers strategic recommendations for service enhancement and demonstrates that the implementation of information technology can significantly streamline and facilitate continuous customer satisfaction evaluation.
Downloads
References
N. Ainun, V. Sihombing, and M. Masrizal, “Application of the Servqual method to analyze the satisfaction level of hotel services and facilities,” SinkrOn, vol. 5, no. 2, pp. 239–245, 2021, doi: 10.33395/sinkron.v5i2.10862.
D. Iryaning Handayani, T. Prihatiningsih, and E. Ekayanti Rosyida, “Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan : A Case Study Industri Garment Servqual Integration Model and Quality Function Deployment for Service Quality Assessment: A Case Study of the Garment Industry,” Technol. Agric. Journal), vol. 3, no. 1, pp. 97–110, 2022, [Online]. Available: https://doi.org/10.37638/sinta.3.2.%25p
B. J. Ali et al., “Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality,” Int. J. Eng. Bus. Manag., vol. 5, no. 3, pp. 14–28, 2021, doi: 10.22161/ijebm.5.3.2.
W. J. Deng, M. L. Yeh, and M. L. Sung, “A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American customer satisfaction index,” Int. J. Hosp. Manag., vol. 35, pp. 133–140, 2013, doi: 10.1016/j.ijhm.2013.05.010.
O. J. Harmaja, W. Purba, M. P. Siregar, H. T. Manurung, and F. A. Sirait, “Analisis Tingkat Kepuasan Pelanggan Pada Rudang Hotel Berastagi Menggunakan Metode Customer Satisfaction Index (Csi),” J. Tek. Inf. dan Komput., vol. 5, no. 1, p. 147, 2022, doi: 10.37600/tekinkom.v5i1.511.
A. A. Armanda and M. Fakhriza, “CESS Penerapan Customer Satisfaction Index untuk Mengukur Tingkat Kepuasan Tamu terhadap Pelayanan di DeliHomestay The Implementation of the Customer Satisfaction Index to Measure Guest Satisfaction with Services at DeliHomestay,” CESS ( J. Coomputing Eng. Syst. Sci., vol. 9, no. 2, pp. 670–683, 2024.
Sanusi Mulyo Widodo and Joko Sutopo, “Metode Customer Satisfaction Index (CSI) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-Commerce Model Business to Customer,” J. Inform. Upgris, vol. 4, no. 1, pp. 38–45, 2018.
N. E. Husda et al., Metodologi Penelitian : Kualitatif , Kuantitatif dan Research and Development ( R & D ), no. September. 2023.
E. P. Maulidiah, S. Survival, and B. Budiantono, “Pengaruh Fasilitas Terhadap Kualitas Pelayanan Serta Implikasinya Pada Kepuasan Pelanggan,” J. Econ., vol. 2, no. 3, pp. 727–737, 2023, doi: 10.55681/economina.v2i3.375.
D. Rahmawati, H. Aulawi, and R. Kurniawati, “Pengukuran Kualitas Layanan Berdasarkan Dimensi Service Quality (Servqual) Dengan Metode Zone of Tolerance (Zot) Dan Kano Pada Pet World,” J@ti Undip J. Tek. Ind., vol. 18, no. 1, pp. 21–32, 2023, doi: 10.14710/jati.18.1.21-32.
Putro and Firdaus, “Analisis Kepuasan Pelanggan Dan Kualitas Pelayanan Jasa Sewa Vila (Studi Kasus: Cv. Sindangrestu),” Angew. Chemie Int. Ed. 6(11), 951–952., vol. 4, no. 1, pp. 14–27, 2024.
Y. Penilasari and J. Nugraha, “Penggunaan Servqual dalam Kualitas Pelayanan Bidang Administrasi di Kecamatan Gayungan Surabaya,” J. Pendidik. Ekon., vol. 15, no. 2, pp. 207–220, 2021, doi: 10.19184/jpe.v15i2.24624.
I. Aji and Lukmandono, “Integrasi Metode Servqual , KANO dan QFD untuk Meningkatkan Kualitas Layanan (Studi Kasus : Fakultas Teknik UG),” Pros. SENASTITAN Semin. Nas. Sains dan Teknol., vol. 1, no. 1, pp. 8–16, 2021.
Qhaireenizzati, “Sample Size Determination Using Krejcie and Morgan Table – Master In Educational Management & Leadership,” no. February, pp. 1–2, 2017, doi: 10.13140/RG.2.2.11445.19687.
H. Wilkins, “Using importance-performance analysis to appreciate satisfaction in hotels,” J. Hosp. Mark. Manag., vol. 19, no. 8, pp. 866–888, 2010, doi: 10.1080/19368623.2010.514554.
L. L. Berry, A. Parasuraman, and V. A. Zeithaml, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” J. Retail., vol. 64, no. 1, pp. 12–40, 1988.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Chrisdian Damanik, Vicky Drago, Melan Windasari Siallagan, Okta Jaya Harmaja
This work is licensed under a Creative Commons Attribution 4.0 International License.
