Analisis Kualitas Produk Menggunakan Metode Customer Satisfaction Index pada CV Zeus Perkasa Abadi Wilayah Depok

Product Quality Analysis Using the Customer Satisfaction Index Method at CV Zeus Perkasa Abadi Depok Region

Abstract

This study analyzes consumer satisfaction with the quality of custom interior products at CV Zeus Perkasa Abadi Depok using the Customer Satisfaction Index (CSI) and identifies the product-quality attributes with the highest and lowest index contributions. A descriptive quantitative approach was employed. Data were collected through questionnaires from 90 consumers selected using purposive sampling; the sample size was determined using the Slovin formula with a 10% margin of error. CSI analysis used the Mean Importance Score (MIS), Mean Satisfaction Score (MSS), Weight Factor (WF), and Weight Score (WS). The CSI value was 89.14%, indicating that consumer satisfaction with product quality was in the very satisfied category. Product durability recorded the highest MIS, MSS, WF, and WS values, whereas additional features supporting consumer needs recorded the lowest values. These findings provide a basis for maintaining high-performing attributes and evaluating attributes with relatively lower scores.