Analisis Faktor-faktor Kepuasan Pelanggan CDC (Carrier Development Centre) Politeknik Negeri Semarang

Abstract

This study aims to determine the factors that affect satisfaction on quality service to internal and external customer of the Career Development Center (CDC) Semarang State Polytechnic (POLINES). The method used to determine the level of customer satisfaction on the service quality of CDC is Importance Performance Analysis (IPA). Questionnaire is used to collect the data. The sample was selected using purposive sampling as many as 50  people consisting of 13 alumni, 24 students and 13 representatives of companies. Based on the results of research, quality of care as measured by using the CDC IKP and Cartesian diagram, shows that in general the level of customer satisfaction on service quality of CDC POLINES is categorized satisfied (IKP average of 82%). The Cartesian diagram explains that the main  priority of corrective action is the factors that go into quadrant A. While the quality of the factors in quadrant D needs to be reduced/efficiency, because the customers do not consider them so important, but the CDC provides redundant services, and maintain quadrants B and C so as to provide better services to internal and external customers. The efforts are expected to improve the competitiveness of Polines graduates so as to shorten the waiting time to get employment.

Keywords: customer satisfaction, service quality