Evaluasi Kepuasan Pelanggan Aplikasi Spotify Berdasarkan Customer Satisfaction Index (CSI): Studi Kasus Pengguna di Indonesia

Authors

  • Rudolfo Rizki Damanik Universitas Bunda Mulia
  • Ronald Belferik Universitas Pelita Harapan
  • Wenripin Chandra Universitas Pelita Harapan
  • M. Dedy Rosyadi Universitas Islam Kalimantan Muhammad Arsyad Al Banjari Banjarmasin
  • Aulia Rizky Muhammad Hendrik Noor Asegaff Universitas Islam Kalimantan Muhammad Arsyad Al Banjari Banjarmasin

DOI:

https://doi.org/10.54259/satesi.v4i2.3214

Keywords:

Customer Satisfaction Index (CSI), Spotify, Customer Satisfaction, Data Analysis

Abstract

This study aims to measure customer satisfaction with the Spotify application using the Customer Satisfaction Index (CSI) method. Customer satisfaction is a crucial aspect for service providers to understand in order to improve product quality and competitiveness. Data were collected through questionnaires distributed to active Spotify users from various demographics. After data collection, validity and reliability tests were conducted using SPSS to ensure the accuracy of the research results. The analysis shows that Spotify's customer satisfaction level falls into the very satisfied category, with a CSI score of 87.39%. This finding indicates that the majority of users feel that Spotify meets or exceeds their expectations in terms of functionality, service quality, and ease of use. This study provides important insights for Spotify to maintain and improve customer satisfaction through continuous service enhancements. In conclusion, user satisfaction with Spotify is relatively high, and these research results can serve as a reference for the company in formulating strategies for future service improvements.

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Published

2024-10-20

How to Cite

Rudolfo Rizki Damanik, Ronald Belferik, Chandra, W., Rosyadi, M. D., & Aulia Rizky Muhammad Hendrik Noor Asegaff. (2024). Evaluasi Kepuasan Pelanggan Aplikasi Spotify Berdasarkan Customer Satisfaction Index (CSI): Studi Kasus Pengguna di Indonesia. SATESI: Jurnal Sains Teknologi Dan Sistem Informasi, 4(2), 133–138. https://doi.org/10.54259/satesi.v4i2.3214

Issue

Vol. 4 No. 2 (2024): Oktober 2024

Section

Articles

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Copyright (c) 2024 Rudolfo Rizki Damanik, Ronald Belferik, Wenripin Chandra, M. Dedy Rosyadi, Aulia Rizky Muhammad Hendrik Noor Asegaff

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