Food Testing Laboratory is the agency that provides services of testing samples of the Original farm. The measurement of customer satisfaction in this instance has not been detected according to the value of the interests of the customer. This study aims to learn the level of customer satisfaction according to the views of customers and find what things need to be evaluated for quality improvement. The research on the methods of dimension 5 uses their Service Quality, i.e. reliability, Responsiveness, Assurance, empathy and also physical evidence. Customer satisfaction measurement is done with the dissemination of a questionnaire on 64 respondents. The results have been analyzed using SERVQUAL method and Diagram of Importance-Performance Analysis (IPA) that is processed using Microsoft Excel and SPSS Software obtained that 19% of customers have been feeling very satisfied with the services provided while 81% were satisfied. Quality improvement priority also needs to be done for 2-dimensional variable guarantee with priority improvements to the 9th variable.

The aim of research is to design the model of rendement rate by considering the criteria of patchouli leaf and designing a good supplier selection model to maximize the company profit by considering the acceptance of the patchouli oil rendement rate. The selection of suppliers discussed is to consider the quantity of goods offered by suppliers, demand, budget and acceptance limitation of rendement rate. To overcome these limitations, it is necessary to develop a supplier selection model that takes into consideration the quantity limitation of goods offered by the supplier and the acceptance of the rendement rate by using Linear Programming (LP) method. The result of the research shows that the determination model of the rendement rate developed to determine the percentage of Rendement Rate (RR) of each raw material supplied by the supplier so that the company can know the quality of patchouli leaf based on the type of patchouli leaf. The analysis result of numerical sample calculation shows that the selected supplier is not a supplier with good patchouli leaf criteria, the analysis result of parameter changes in oil demand and budget indicate that when oil demand is increased over the benchmark data, the model output is insensitive, but when demand is lowered below the benchmark data, the model output looks sensitive.