Analisis kepuasan pelanggan terhadap layanan Spotify menggunakan customer satisfaction index (CSI)

Kelly, Kelly (2024) Analisis kepuasan pelanggan terhadap layanan Spotify menggunakan customer satisfaction index (CSI). Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini mempunyai tujuan untuk mengidentifikasi tingkat kepuasan pelanggan pada aplikasi Spotify. Untuk dapat memberikan layanan yang terbaik, maka sangat penting bagi suatu penyedia layanan untuk mengetahui tingkat kepuasan pelanggan terhadap aplikasi yang mereka sediakan. Penelitian ini dilakukan dengan menggunakan metode Customer Satisfaction Index (CSI). Pengumpulan data diperoleh dengan membagikan kuesioner kepada masyarakat yang menggunakan aplikasi Spotify. Data kuesioner yang diperoleh akan diuji validitas dan reliabilitasnya menggunakan SPSS. Setelah mengetahui validitas dan reliabilitas dari data tersebut, maka akan dilakukan analisis tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan terhadap aplikasi Spotify berada dalam kategori sangat puas yakni dengan nilai 87,39%. / The intention of this research is to find out about the level of customer satisfaction with the Spotify application. To be able to provide the best service, it is very important for a service provider to know the level of customer satisfaction with the application that they provide. This research was conducted using the Customer Satisfaction Index (CSI) method. Questionnaires were distributed to Spotify application users in order to gather data. The questionnaire data were then tested for validiy and reliability using the SPSS application. After knowing the validity and reliability of the data, an analysis of the level of customer satisfaction will be carried out using the Customer Satisfaction Index (CSI) method. The study's findings demonstrate that the level of customer satisfaction with the Spotify application is in the very satisfied category with a value of 87,39%.

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