E-Survei Kepuasaan Pengguna Pada Program Studi Teknik Informatika Menggunakan Metode Customer Satisfaction Index (CSI)

Abstract

IIB Darmajaya is one of the leading private higher education institutions (PTS) in Lampung Province, which is located at Jalan Zainal Abidin Pagar Alam, No.93B. Labuhan Ratu, Bandar Lampung, Lampung Province, Indonesia. In the Informatics Engineering Study Program related to the number of students in 2019 – 2021 there are 458 students. The service process so far has been carried out through the academic system, namely using the Google form, where all students are asked to fill out a service satisfaction questionnaire but it is still global because the survey for all Darmajaya students is not specific for students majoring in informatics engineering, so it has not been measured properly every year. The method developed is the application of the Customer Satisfaction Index which is used to determine the level of satisfaction of service users as a whole by looking at the level of performance and service, then for system development using extreme programming methods, and system design using UML. The implementation of this system uses PHP and MySQL as databases, and system testing uses ISO 25010. The results of the Customer satisfaction index method were used to determine the level of service user satisfaction using 35 respondents with a total of 8 questionnaires resulting in a percentage of 54.36 so that it can be concluded that the service satisfaction provided to informatics study program students is "Quite Satisfied". While the results of the ISO 25010 testing that was carried out involving 36 respondents concluded that the quality of the feasibility of the resulting software had a percentage of success with a total average of 84.55%, namely "Good".

Keywords: Service, Custome Satisfaction Index (CSI), Extreme Programming, ISO 25010