Analisis Tingkat Kepuasan Konsumen Pengguna QRIS Menggunakan Customer Satisfaction Index pada Alfamart Kramat Jati Jakarta Timur

Analysis of Consumer Satisfaction Level of QRIS Users Using the Customer Satisfaction Index on Alfamart Kramat Jati East Jakarta

Abstract

Abstract - This study measures consumer satisfaction with the Quick Response Code Indonesian Standard (QRIS) and identifies important service attributes at Alfamart Kramat Jati, East Jakarta. A descriptive quantitative survey was conducted with 100 respondents selected through accidental sampling. The sample size was determined using the Lemeshow formula because the population size was unknown. Instrument validity and reliability were assessed, while overall satisfaction was measured using the Customer Satisfaction Index (CSI), based on importance and performance ratings. The CSI result was 82.31%, indicating a very satisfied category. Timeliness was identified as an important attribute, although several aspects of service performance still require improvement. These findings support service evaluation at the studied outlet.