Customer Satisfaction Analysis System Using the Customer Satisfaction Index at BSI
DOI:
https://doi.org/10.51903/pixel.v19i1.3895Keywords:
waterfall Method, Unified Modeling Language, Customer Satisfacation Index (CSI), Customer SatisfactionAbstract
Bank Syariah Indonesia (BSI)KCP Bengkong,Batam.Did not have an accessible application to measure customer satisfaction ,making it defficult to evaluate service quality and identify areas for improvement This study aimed to design and implement a customer satisfaction analysis system using the Customer Satisfaction Index (CSI) method. The system was developed using the Waterfall model and designed with Unified Modeling Language (UML). Data were collected through questionnaires distributed to 30 respondents with 15 assessment items. The developed application was tested using black-box testing and was successfully implemented. The results showed a CSI value of 99.38, which indicated a “Very Satisfied” category. The system provided an effective tool for measuring customer satisfaction and supporting service quality improvement at BSI KCP Bengkong, Batam.
References
Amri, H. R., Subagio, R. T., & Kusnadi, K. (2020). Penerapan Metode CSI untuk Pengukuran Tingkat Kepuasan Layanan Manajemen. Jurnal Sistem Cerdas, 3(3), 241–252.
Ardiansyah, F., & Wardani, A. S. (2023). Rancang Bangun Company Profile Pusat Pelayanan Terpadu Perlindungan Perempuan dan Anak Berbasis Website. JSITIK: Jurnal Sistem Informasi dan Teknologi Informasi Komputer, 1(2), 124–136.
Danuri, D., & Jaroji, J. (2019). E-Rekrutmen Politeknik Negeri Bengkalis. Sistemasi, 8(1), 185.
Devega, A. T., Panyahuti, P., Ropianto, M., Ambiyar, A., & Asriani, M. (2022). Media Promosi Interaktif Pengenalan Produk Pada PT. Caterpillar Fastener Manufacturer. JTEV (Jurnal Teknik Elektro dan Vokasional), 8(2), 308.
Listiyan, E., & Subhiyakto, E. R. (2021). Rancang Bangun Sistem Inventory Gudang Menggunakan Metode Waterfall Studi Kasus Di Cv. Aqualux Duspha Abadi Kudus Jawa Tengah. KONSTELASI: Konvergensi Teknologi dan Sistem Informasi, 1(1), 74–82.
Prehanto, D. R. (2020). Buku Ajar Konsep Sistem Informasi. Scopindo Media Pustaka.
Rochman, A., Sidik, A., & Nazahah, N. (2018). Perancangan Sistem Informasi Administrasi Pembayaran SPP Siswa Berbasis Web di SMK Al-Amanah. Jurnal Sisfotek Global, 8(1), 52–52.
Ropianto, M., Rukun, K., Hayadi, B. H., & Durachman, Y. (2020). Utilization of Information System Dashboard of Internal Quality Guarantee at STT-Ibnu Sina Batam. Solid State Technology, 63(3), 946–956.
Saputra, O., Fitri, I., Tri, E., & Handayani, E. (2022). Sistem Pakar Diagnosa Kerusakan Hardware Komputer Menggunakan Metode Forward Chaining dan Certainty Factor Berbasis Website. Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi), 6(2), 0–8.
Suhada, K., Saludin, S., Sadikin, A., Dewi, I. K., & Nugroho, F. (2023). Penerapan Metode Multi-Attribute Utility Theory (MAUT) pada Pemilihan Broadcasting Terbaik. Jurnal Media Informatika Budidarma, 7(2), 641-649.
Sukrianto, D., & Fauzan, A. (2021). Teknologi Berbasis Web Sistem Informasi Pendataan PMKS dan PSKS Kabupaten Lima Puluh Kota. Jurnal Intra Tech, 5(2), 36–47.
Sumaryana, Y., & Hikmatyar, M. (2020). Aplikasi Pembelajaran Siswa Sekolah Dasar Menggunakan Metode Multimedia Development Life Cycle (Mdlc). TeIKa, 10(2), 117–124. https://doi.org/10.36342/teika.v10i2.2381
Wijayanti, T., Nugraha, F., & Utomo, A. P. (2022). Rancang Bangun Sistem Manajemen Pengelolaan Pengaduan Masyarakat Di Kabupaten Kudus. Journal of Computer and Information Systems Ampera, 3(1), 56–65.
2.png)
