EVALUASI KEPUASAN PENGGUNA JASA LABORATORIUM KIMIA PT KRAKATAU STEEL (PERSERO) TBK TAHUN 2012-2013

Abstract

One of the services contained in PT Krakatau Steel (Persero) Tbk is the chemical composition analysis services in the chemistry lab. Management system that will create a well-managed laboratoryperformance is optimal. Manage standard chemistry laboratory is SNI ISO/IEC 17025. Discussed in this standard laboratory management such as through customer feedback. Laboratory customers selected through stratified random sampling with customer categories as strata, like suppliers, derived from plant and internal processes are not routine. In the research lab result that the customer will be satisfied, including services rendered for Customer Satisfaction Index (CSI) is greater than 70% with the overall characteristics of the respondents subscription in the laboratory was 11.6 years. Overall the indicators included in the priority importance performance analysis (IPA) and has a value kesenjangan beyond the maximum tolerance through kesenjangan analysis approach is the completeness of laboratory equipment (F) and speed of service (K).

Keywords : customer satisfaction index (CSI), gap analysis, importance performance analysis (IPA)