ANALISIS KEPUASAN PELANGGAN PRODUK EXCLUSIVE MATTE LIP CREAM DENGAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS DI PT. PARAGON TECHNOLOGY AND INNOVATION

SETYANINGRUM, FITRIANA EKA (2020) ANALISIS KEPUASAN PELANGGAN PRODUK EXCLUSIVE MATTE LIP CREAM DENGAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS DI PT. PARAGON TECHNOLOGY AND INNOVATION. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Now cosmetics become one of the existing human needs and increasingly developing or even become a trend in society. One of the decorative cosmetics for lips is Lip Cream. Exclusive Matte Lip Cream is produced by PT. Paragon Technology and Innovation, but there are so many cosmetics competitors appear lately and also some complains about the product. This research aims to analyze customer satisfaction and analyze the important attributes of Exclusive Matte Lip Cream. The sampling method used is Simple Random Sampling and analyzed by using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. With the results of customer satisfaction is 75.89%, which means that customers are satisfied. The attribute that need to be fixed is Formula ofExclusive Matte Lip Cream, especially for the density of lip cream. Keywords : Customer Satisfaction, Importance Performance Analysis, Cartesian Diagram, Lip Cream, Cosmetics Kini kosmetik menjadi salah satu kebutuhan manusia dan semakin berkembang atau bahkan menjadi trend di masyarakat. Salah satu kosmetik dekoratif untuk bibir adalah Lip Cream. Exclusive Matte Lip Cream diproduksi oleh PT. Paragon Technology and Innovation, namun belakangan ini banyak sekali pesaing kosmetik yang bermunculan dan karena ada beberapa komplain juga yang masuk. Penelitian ini bertujuan untuk menganalisis kepuasan konsumen dan menganalisis atribut-atribut penting dari Exclusive Matte Lip Cream. Metode pengambilan sampel yang digunakan adalah Simple Random Sampling dan di analisis dengan menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Dengan hasil kepuasan pelanggan sebesar 75,89% yang berarti pelanggan merasa puas. Atribut yang perlu diperbaiki adalah Formula dari Exclusive Matte Lip Cream yang diracik, terutama untuk kepadatan lip cream. Kata Kunci : Kepuasan Pelanggan, Importance Performance Analysis, Diagram Kartesius, Lip Cream, Kosmetik

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 024
Call Number: ST/16/21/093
NIM/NIDN Creators: 41616120025
Uncontrolled Keywords: Kepuasan Pelanggan, Importance Performance Analysis, Diagram Kartesius, Lip Cream, Kosmetik
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral > 177 Ethics of Social Relations/Etika Dalam Hubungan Sosial Pergaulan > 177.4 Personal Appearance/Penampilan Pribadi
300 Social Science/Ilmu-ilmu Sosial > 390 Customs of People/Adat Istiadat dan Kebiasaan Masyarakat Berdasarkan Status Ekonomi dan Kelas Sosial > 390.1-390.9 Standard Subdivisions of Customs of People/Subdivisi Standar Dari Adat Istiadat dan Kebiasaan Masyarakat Berdasarkan Status Ekonomi dan Kelas Sosial
300 Social Science/Ilmu-ilmu Sosial > 390 Customs of People/Adat Istiadat dan Kebiasaan Masyarakat Berdasarkan Status Ekonomi dan Kelas Sosial > 391 Custome and Personal Appearance/Adat Istiadat dan Penampilan Personal > 391.6 Personal Appearance/Penampilan Pribadi
600 Technology/Teknologi > 660 Chemical Engineering and Related Technologies/Teknologi Kimia dan Ilmu yang Berkaitan > 668 Technology of Other Organic Products/Teknologi Produk Organik Lainnya > 668.5 Parfumes and Cosmetics/Teknologi Parfum, Minyak Wangi dan Kosmetik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 22 Apr 2022 02:43
Last Modified: 17 Feb 2023 03:27
URI: http://repository.mercubuana.ac.id/id/eprint/53159

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