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ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 4 No. 3 (2021) · pp. 69–80

DOI
10.33772/jumbo.v4i3.16360
ISSN
2502-4175
Published
2021-02-02
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.

Keywords

Collaboration network of the authors

3 authors · 3 co-authorship links · 2 across different organisations

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  • Institut Agama Islam Negeri Kendari
  • Universitas Prof. Dr. Hazairin SH.
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
Lestari DaswanInstitut Agama Islam Negeri Kendari1
Naswar NaswarInstitut Agama Islam Negeri Kendari1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU</dc:title>
	<dc:creator>Markoni, Markoni</dc:creator>
	<dc:subject xml:lang="en-US">service, customer satisfaction</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.</dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-02-02</dc:date>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
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	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/16360</dc:identifier>
	<dc:identifier>10.33772/jumbo.v4i3.16360</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 4, No 3 (2020): Jurnal Jumbo Vol. 4 No. 3; 69-80</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v4i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/16360/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
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