The Customer satisfaction and employee satisfaction of glass processor company. (case study from PT. Mayatama Manunggal Sentosa)

Author : HASSAN, VICTOR

In this Final Assignment Report, the authors will analyze The Customer Satisfaction and Employee Satisfaction of Glass Processor Company, PT. Mayatama Manunggal Sentosa that is located in Malang, East Java. The authors will conduct survey to analyze the Employee Satisfaction Index (ESI) and Customer Satisfaction Index (CSI) of Mayatama. Then, the authors will use Regression between Satisfaction Indexes and Performance Satisfaction Factors to find out which factor is the most influential for determining satisfaction. For customer satisfaction, the authors use 4 factors from Handi Irawan: Service, Quality, Price, and Convenience. And, for employee satisfaction, the authors will use 5 factors from JDI and Nitisemito: `Work, Supervisor, Fairness of Pay and Reward, Coworker, and Environment. Then, by using "4 Quadrants of Importance- Performance Analysis Matrix" (developed by Martilla and James, 1977) the authors can show which indicator the company should prioritize. Thus, the authors can give recommendation and solution to PT. Mayatama Manunggal Sentosa for further development.

Keyword : customer satisfaction, employee satisfaction

Sumber : http://repository.petra.ac.id/2023/