Followers Satisfaction with PT KAI’s Customer Service Through Instagram and Twitter Social Media
Kepuasan Followers Terhadap Pelayanan Pelanggan PT KAI Melalui Media Sosial Instagram dan Twitter
DOI:
https://doi.org/10.21070/ups.1442Keywords:
Follower Satisfaction, Customer Service, PT. Kereta Api Indonesia, Followers SatisfactionAbstract
This research is motivated by the phenomenon of customer service on PT KAI's social media accounts, where there are differences between Instagram and Twitter accounts in serving followers. The type of research used is descriptive quantitative. The research sample totaled 100 people who were taken using a random sampling technique, namely each follower of PT KAI's Instagram and Twitter social media accounts. The data collection technique uses a survey method, namely by distributing questionnaires to followers of PT KAI's social media accounts. Data analysis used in this study uses the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The results of this study indicate that the highest level of follower satisfaction is on Twitter accounts with an index of 87.45%, meaning that followers are very satisfied with the customer service provided by Twitter compared to Instagram with an index of 49.72%.
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