ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK CHICKEN POPCORN (CHIPOP)

The Chicken Popcorn (Chipop) product is an innovative chicken-based processed food that
is popular among the public due to its practicality and its crispy, savory taste. This study
aims to determine the level of consumer satisfaction with the Chipop product. The research
was conducted using a survey method with a quantitative descriptive approach. The
subjects of this study were 90 respondents selected through accidental sampling. The
criterion for respondents was consumers who had purchased and consumed Chipop. Data
were collected via questionnaires and analyzed using the Customer Satisfaction Index
(CSI) and Importance-Performance Analysis (IPA) methods. The results showed a CSI
value of 89.9%, which falls into the "Very Satisfied" category. The IPA analysis indicated
that the main strengths of Chipop that must be maintained are a taste that meets
expectations (X1.1), an attractive product appearance (X1.4), and seller friendliness
(X5.3). However, three attributes were identified as top priorities for immediate
improvement: the suitability of the price with the quality of the taste (X2.1), the availability
of the product in more locations (X4.4), and the efficiency of the ordering process (X5.1).
The conclusion of this study is that consumers are very satisfied with the quality, price,
packaging, availability, and service provided by the Chipop business, as evidenced by the
Customer Satisfaction Index (CSI) score of 89.9%.