Customer satisfaction is the most important factors that affect the development market of RTD-ready to drink tea industry. Recently, consumer facing several product of ready to drink tea in the middle of tea industry competition, and Teh Kotak Ultrajaya was the pioneer of ready to drink tea in a box. The primary goal of this research is to analyze customer’s attitude of the brand meaning and consistency, secondary goal is to analyze the customer satisfaction toward Teh Kotak Ultrajaya as one of the ready to drink tea product. The research conducted in two countries, Indonesia and Thailand used qualitative and quantitative methods. Fishbein analysis was conducted to measure consumer’s attitude. Customer satisfaction analyzed using the customer satisfaction index (CSI) and importance and performance analysis (IPA). The finding shows that brand meaning and concistency of tea product represented by the unique taste of the tea, satisfaction feeling after consumed it, comfortable with Indonesian brand, and positive experience while in abroad. The result also shows that customers like Teh Kotak Ultrajaya in Thailand better than in Indonesia based on Fishbein score 15,13 in Thailand and 13,80 in Indonesia. Customer satisfaction index (CSI) was also increased from 78,67 percent to 81,67 percent, from satisfied into very satisfied, and there are no atributes in main priority performance to be improved based on IPA yet still has to maintain all of the good atributes on it.
The Covid-19 pandemic had a significant impact on livestock businesses and SMEs processing derivative products from cattle, goats, and sheep with a decrease in sales levels, along with the decline in people's purchasing power. This is evidenced by the low level of household consumption which only grew by 2.84% in the first quarter of 2019-2020 compared to the first quarter of 2018-2019 which reached 5.020. This condition is very influential on the sustainability of SME business.The development of marketing strategies is one of the alternative solutions that are expected to help farmers and SMEs entrepreneurs in the processed of derivative products to survive and develop their business. Not stopping at the application of digital marketing application only, research on measuring the consumer satisfaction index is also carried out related to the products marketed and the use of digital marketing applications is expected to help obtained information related to the marketing goals to be achieved and find out the amount of consumer satisfaction index resulting from services that have been provided and products consumed. The research that using the Customer Satisfaction Index (CSI) analysis method showed a consumer satisfaction value index of 80.523% which has meaning that consumer has already feel satisfied. Among the attributes that has been tested showed the highest satisfaction values were product taste (86.0%), price (85.33%) while those attributes that needed to be improved performance were on size variations (72.67%) and promotions (74.0%). ABSTRAKPandemi Covid 19 berdampak cukup signifikan bagi usaha peternakan dan UKM pengolah produk turunan dari sapi, kambing, dan domba dengan penurunan tingkat penjualan, seiring dengan penurunan daya beli masyarakat. Hal ini dibuktikan dengan rendahnya tingkat konsumsi rumah tangga yang hanya tumbuh 2,84% pada triwulan I tahun 2019-2020 dibandingkan triwulan I tahun 2018-2019 yang mencapai angka 5,02. Hal ini tentu saja sangat berpengaruh terhadap keberlangsungan usaha UKM. Pengembangan strategi pemasaran menjadi salah satu alternatif solusi yang diharapkan mampu membantu para peternak dan pengusaha UKM bidang olahan produk turunan ini untuk tetap dapat bertahan dan mengembangkan usahanya. Tidak berhenti pada aplikasi penerapan pemasaran digital saja, penelitian mengenai pengukuran terhadap indeks kepuasan konsumen juga dilakukan berkaitan dengan produk yang dipasarkan dan penggunaan aplikasi digital marketing ini diharapkan dapat membantu memperoleh informasi terkait sasaran pemasaran yang ingin dicapai serta mengetahui besaran indeks kepuasan konsumen yang dihasilkan dari layanan yang telah diberikan dan produk yang dikonsumsi. Penelitian yang menggunakan metode analisis Customer Satisfaction Index (CSI) ini menunjukkan indeks nilai kepuasan konsumen sebesar 80,523% yang menunjukkan bahwa rata-rata konsumen telah merasa puas. Diantara atribut-atribut yang diuji yang menunjukkan nilai kepuasan tertinggi adalah rasa (86,0%), harga (85,33%) sementara yang perlu ditingkatkan kinerjanya adalah pada variasi ukuran (72,67%) dan promosi (74,0%).
Livestock business especially beef cattle, sheep and goat, experienced the marketing problems during the pandemic of Covid-19, which resulted a decrease in farmers income. Although there was a decline in purchasing power, data showed that during the pandemic, the demand of processed livestock products increased 3-4 times compared to before the outbreak of pandemic. This condition due to the changes in consumer preferences who wanted the product that have quality standards of health and food safety, and indicated a great opportunity for increasing the sales of processed products for beef cattle, sheep and goats. To support the level of sales of both primary and processed products, it was necessary to change the promotion and marketing strategy. Utilization of digital marketing platforms as a new philosophy and modern business practice related to the marketing products, services and information that can be carried out by small-scale farmers. The digital platform which developed for digital marketing of livestock products is Vilstock.id. The application used the SDLC (System Development Life Cycle) Waterfall method, while the comparative analysis of the value of implementing digital marketing platforms before and after using was the Return Cost Ratio (R/C ratio) a comparison between revenues and costs. The result of the analysis showed that there was an increasing income of SME farmers as indicated by the value of the R/C ratio from 1.014 (before) to 1.072 (after). This shows an increase in product sales by 5.4% within 4 weeks.
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