Analisis Indeks Kepuasan Mahasiswa Jurusan Matematika FMIPA Unpatti Terhadap Operator simPATI Menggunakan Structural Equation Modeling

Abstract

The customer satisfaction index is the number that shows the overall customer satisfaction of a product including the simPATI product. The index can be measured through the structural equation modeling (SEM) approach. This study aims to find out how to use Structural Equation Model (SEM) in the analysis of consumer satisfaction index and measure the level of customer satisfaction from students of Mathematics Department FMIPA Unpatti to simPATI operator. Structural equation modeling is used to analyze the relationship between four construct variables namely value, quality, best score, and customer satisfaction. The variables are based on the Indonesian Customer Satisfaction Index (ICSI) model which describes the customer satisfaction index. The results of this study show that ICSI model can be used to measure student satisfaction of FMIPA Unpatti to simPATI operator because the model is identified and has fulfilled the criteria of goodness of fit. Student satisfaction of FMIPA Unpatti to simPATI operator has index value of 42.27 percent.

Keywords: SEM, construct variables, ICSI, simPATI

ABSTRAK

Indeks kepuasan pelanggan merupakan angka yang menunjukkan kepuasan pelanggan secara menyeluruh terhadap suatu produk termasuk produk simPATI. Indeks tersebut dapat diukur melalui pendekatan structural equation modeling (SEM). Penelitian ini bertujuan untuk mengetahui cara menggunakan Structural Equation Model (SEM) pada analisis indeks kepuasan konsumen dan mengukur tingkat kepuasan pelanggan dari mahasiswa Jurusan Matematika FMIPA Unpatti terhadap operator simPATI. Structural equation modeling digunakan untuk menganalisis hubungan antara empat variabel konstruk yaitu value, quality, best score, dan customer satisfaction. Variabel tersebut didasarkan pada model Indonesian Customer Satisfaction Indeks (ICSI) yang menggambarkan Indeks kepuasan pelanggan. Hasil penelitian ini menunjukan bahwa Model ICSI dapat digunakan untuk mengukur kepuasan mahasiswa FMIPA Unpatti terhadap operator simPATI karena model teridentifikasi dan telah memenuhi kriteria goodness of fit.Kepuasan mahasiswa FMIPA Unpatti terhadap operator simPATI memiliki nilai indeks sebesar 42,27 persen.

 

Kata Kunci : SEM, variabel konstruk, ICSI, simPATI