Konsep tanggung jawab sosial perusahaan (corporate social responsibility) pada dasamya perusahaan apabila hendak dianggap berkinerja sosial yang tinggi, maka ia berturutturut harus memastikan tiga hal: dampak negatifnya telah ditekan hingga seminimal mungkin, dampak residual (dampak negatif yang masih tersisa setelah ditekan) telah dikompensasi dengan proporsional, dan dampak positifnya telah dikelola semaksimal mungkin. Permasalahan yang dikaji dalam penelitian ini adalah : (1) Apa alasan utama PT Djarum menggunakan program CSR sebagai salah satu kebijakan perusahaan, (2) Bagaimana proses implementasi CSR di PT Djarum, dan (3) Bagaimana kinerja dari kebijakan CSR yang dilakukan oleh PT Djarum menurut responden. Untuk menjawab permasalahan mengenai alasan utama dan proses implementasi CSR yang dilakukan PT Djarum, dilakukan dengan melakukan wawancara, dan untuk mengevaluasi kinerja CSR PT Djarum yang dibatasi hanya menilai program Djarum Bakti Olahraga, dilakukan dengan menyebarkan kuesioner kepada penerima bantuan beasiswa bulutangkis dan menggunakan alat analisis yaitu ImportancePerformance dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa banyak atribut yang berada di kuadran I yang artinya atribut-atribut tersebut menjadi prioritas utama untuk diperbaiki kinerjanya, hanya sedikit atribut yang berada di kuadran II yang artinya pertahankan prestasi. Hasil CSI menunjukkan 77,583% yang artinya responden puas dengan kinerja CSR PT Djarum. Kata kunci : Tanggung Jawab Sosial Perusahaan, Djarum Bakti Olahraga, Analisis Importance Performance, Customer Satisfaction Index (CSI).

The concept of corporate social re[}ponsibility basically if the company is going to be a high social performance, then he must ensure the succession of three things: its negative impacts have been reduced to a minimum, the residual impact (negative impacts remaining afler pressed) have been compensated by proportional, and its positive impact has been managed as closely as possible. The problems examined in this study were: (1) What are the main reason PT Djarum use CSR as one of the company's policy, (2) How is the implementation of CSR in PT Djarum, and (3) How is the performance of CSR policies by PT Djarum according to respondents. To answer the main reasons and issues regarding CSR implementation process conducted by PT Djarum, carried out by conducting interviews, and to evaluate the CSR performance of the program PT Djarum, Djarum Bakti Olahraga, assess the program, conducted by distributing questionnaires to badminton scholarship recipients and the use of analytical tools Importance-Performance and Customer Satisfaction Index (CSJ). The results showed that many of the attributes that are in quadrant I, which means that these attributes become a top priority for improved performance, only a few attributes that are in quadrant II, which means maintaining performance. CSI Results showed 77.583%, which means that the respondents are satisfied with the performance of CSR PT Djarum. Key words : Corporate Social Responsibility, Djarum Bakti 0/ahraga, Importance Performance Analysis, Customer Sati[}faction Index

Kata Kunci : Tanggung jawab sosial perusahaan,Djarum Bakti Olahraga,Analisis importance performance,Customer satisfaction index (CSI)