Analisis Indeks Kepuasan Mahasiswa Jurusan Matematika FMIPA Unpatti Terhadap Operator simPATI Menggunakan Structural Equation Modeling

Abstract

The customer satisfaction index is the number that shows the overall customer satisfaction of a product including the simPATI product. The index can be measured through the structural equation modeling (SEM) approach. This study aims to find out how to use Structural Equation Model (SEM) in the analysis of consumer satisfaction index and measure the level of customer satisfaction from students of Mathematics Department FMIPA Unpatti to simPATI operator. Structural equation modeling is used to analyze the relationship between four construct variables namely value, quality, best score, and customer satisfaction. The variables are based on the Indonesian Customer Satisfaction Index (ICSI) model which describes the customer satisfaction index. The results of this study show that ICSI model can be used to measure student satisfaction of FMIPA Unpatti to simPATI operator because the model is identified and has fulfilled the criteria of goodness of fit. Student satisfaction of FMIPA Unpatti to simPATI operator has index value of 42.27 percent.