Analysis of Customer Satisfaction Level of Small and Medium Micro Enterprises (SMEs) using Importance Performance Analysis (IPA) Method and SWOT Analysis at PT Perusahaan Gas Negara Sales Area Batam

Thifany Simatupang, Nur Rahmah Andayani, Fandy Bestario Harlan

2021

Abstract

This research aims to determine the level of SMEs customer satisfaction and identify the best strategies in increase customer satisfaction at PT Perusahaan Gas Negara Sales Area Batam. The research uses field research type with qualitative descriptive type approach. The analytical methods used: Importance Performance Analysis (IPA) and SWOT Analysis. The sample in the study was as many as 62 sources who based from MSME customers and 2 Sources from sr. of the Analysis Industry and Batam Commercial Sales Area. The results of this study explained that customer satisfaction is 95%. There are 3 attributes that need to be improving, i.s : first, Gas usage facilities meet eligibility attributes. Second, PGN provides consultation on the use of natural gas clear and Directional. Third, PGN is quick in answering any information that customers need. According to the SWOT analysis, the company has a strong position in the industry so it can maintain its aggressive business strategy.

Paper Citation

in Harvard Style

Simatupang T., Rahmah Andayani N. and Bestario Harlan F. (2021). Analysis of Customer Satisfaction Level of Small and Medium Micro Enterprises (SMEs) using Importance Performance Analysis (IPA) Method and SWOT Analysis at PT Perusahaan Gas Negara Sales Area Batam. In Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS, ISBN 978-989-758-605-7, pages 289-297. DOI: 10.5220/0010888900003255

in Bibtex Style

@conference{icaess21,
author={Thifany Simatupang and Nur Rahmah Andayani and Fandy Bestario Harlan},
title={Analysis of Customer Satisfaction Level of Small and Medium Micro Enterprises (SMEs) using Importance Performance Analysis (IPA) Method and SWOT Analysis at PT Perusahaan Gas Negara Sales Area Batam},
booktitle={Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,},
year={2021},
pages={289-297},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010888900003255},
isbn={978-989-758-605-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,
TI - Analysis of Customer Satisfaction Level of Small and Medium Micro Enterprises (SMEs) using Importance Performance Analysis (IPA) Method and SWOT Analysis at PT Perusahaan Gas Negara Sales Area Batam
SN - 978-989-758-605-7
AU - Simatupang T.
AU - Rahmah Andayani N.
AU - Bestario Harlan F.
PY - 2021
SP - 289
EP - 297
DO - 10.5220/0010888900003255