EVALUASI KEPUASAN PELANGGAN DAN TINDAKAN PERBAIKAN MELALUI ANALISIS CUSTOMER COMPLAINT PADA INDUSTRI PERCETAKAN KEMASAN OFFSET DI PT XYZ

ABSTRACT
Customer satisfaction measurement is an essential part of implementing a Quality Management System to ensure that products and services meet customer expectations. This study aims to analyze customer satisfaction evaluation, identify the causes of customer dissatisfaction through customer complaint analysis, and identify the effectiveness of Corrective and Preventive Action (CAPA) in the offset packaging printing industry at PT XYZ. This study combines quantitative and qualitative methods. The results indicate that the previous measurement method was unable to provide comprehensive information and became one of the findings in the ISO 9001 audit. The analysis identified forming failed, caused by improper creasing line conditions, as the primary cause of customer dissatisfaction. The company implemented CAPA by changing the creasing angle from 90° to 120° and monitoring the open force value. The implementation of CAPA successfully reduced the number of customer complaints from 35 cases during the July–December 2025 period to zero cases during January–May 2026, thereby supporting continuous improvement and enhancing customer satisfaction.
Keywords: customer satisfaction, quantitative and qualitative methods, customer complaint, CAPA, forming failed.

ABSTRAK
Pengukuran kepuasan pelanggan merupakan bagian penting dalam penerapan Sistem Manajemen Mutu untuk memastikan produk dan layanan memenuhi harapan pelanggan. Penelitian ini bertujuan untuk menganalisis evaluasi kepuasan pelanggan, mengidentifikasi penyebab ketidakpuasan pelanggan melalui analisis customer complaint, serta mengidentifikasi efektivitas tindakan Corrective Action and Preventive Action (CAPA) pada industri percetakan kemasan offset di PT XYZ. Penelitian ini menggunakan penggabungan metode kuantitatif dan kualitatif. Hasil penelitian menunjukkan bahwa metode sebelumnya belum mampu memberikan informasi yang komprehensif sehingga menjadi temuan pada audit ISO 9001. Analisis yang dilakukan berhasil mengidentifikasi penyebab utama ketidakpuasan pelanggan, yaitu forming failed akibat ketidaksesuaian creasing line. Perusahaan menerapkan CAPA berupa perubahan sudut lipat dari 90° menjadi 120° serta pemantauan nilai open force. Implementasi CAPA berhasil menurunkan jumlah customer complaint dari 35 temuan pada periode Juli–Desember 2025 menjadi 0 temuan pada Januari–Mei 2026 sehingga mendukung continuous improvement dan peningkatan kepuasan pelanggan.
Kata kunci: kepuasan pelanggan, metode kuantitatif dan kualitatif, customer complaint, CAPA, forming failed