Novitasari, Dyah (2025) Peningkatan Kualitas Layanan Monitoring Penggunaan Spektrum Frekuensi Radio di Balai Monitor Kelas I Surabaya dengan Metode SERVQUAL dan AHP. Masters thesis, Institut Teknologi Sepuluh November.
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Abstract
Perkembangan teknologi dan digitalisasi telekomunikasi mendorong peningkatan tuntutan terhadap mutu layanan pengawasan spektrum frekuensi. Balai Monitor Kelas I Surabaya sebagai UPT sesuai Permenkominfo No.1 Tahun 2022 bertugas mengawasi spektrum frekuensi radio di Jawa Timur. Beberpa permasalahan yang muncul seperti menurunnya hasil monitoring, banyaknya jumlah pengaduan gangguan, serta keluhan dari pengguna terkait penanganan gangguan yang belum optimal mempengaruhi kepuasan pengguna dalam menerima layanan Balmon Surabaya. Untuk mengetahui kualitas layanan dan respon teknis perbaikan di Balmon Surabaya, perlu dilakukan penelitian. Penelitian ini dilakukan dengan menyebarkan kuesioner persepsi, dan kepuasan pengguna yang mengacu pada 5 dimensi Service Quality (Servqual) yaitu
tangibles, reliability, responsiveness, assurance, dan empathy kepada 81 responden kemudian dianalisa dengan metode Analytic Hierarchy Process (AHP), dan dengan analisa Quality Function Deployment (QFD) untuk menyusun respon teknis perbaikan layanan kualitas monitoring penggunaan spektrum frekuensi radio. Hasil penelitian ini didapatkan dari analisis Servqual, teridentifikasi masih adanya gap negatif yang menunjukkan kesenjangan antara persepsi dan harapan pengguna layanan. Dari hasil analisa penelitian didapatkan 5 atribut prioritas yang harus diperbaiki untuk peningkatan kualitas layanan monitoring di antaranya meningkatkan efektivitas media layanan digital dan interaktif, penguatan
infrastruktur pemantauan teknis dan pemeliharaan sistem monitoring, melengkapi standar operasional prosedur teknis dan waktu memberikan layanan, meningkatkan digitalisasi sistem pengaduan dan notifikasi progres otomatis dan membuat
visualisasi progres penanganan gangguan di dashboard pengguna.
Kata kunci : Balai Monitor, Spektrum Frekuensi Radio, Layanan, Service quality, AHP
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The digital transformation of the telecommunications sector has significantly increased the demand for radio frequency spectrum, thereby raising expectations for the quality of spectrum monitoring and regulatory service s. The Radio Frequency Spectrum Monitoring Office in Surabaya (Balmon Surabaya), as a Technical Implementation Unit under the Directorate General of Digital Infrastructure in accordance with Ministerial Regulation No. 1 of 2022, is responsible for supervising spectrum in East Java. Several issues have emerged, including decreased field monitoring performance, a high volume of interference complaints, and user dissatisfaction regarding the handling of disturbances—all of which impact user satisfaction. This study aims to assess service quality and formulate technical responses for service improvement. A questionnaire measuring user perceptions and satisfaction was distributed to 81 respondents, based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and
empathy. The data were analyzed using the Analytic Hierarchy Process (AHP) and Quality Function Deployment (QFD) to develop technical recommendations for improving the quality of radio frequency spectrum monitoring services.The SERVQUAL analysis revealed negative gaps, indicating discrepancies between user expectations and perceived service quality. The study identified five Priority attributes for improvement: enhancing the effectiveness of digital and interactive service media, strengthening technical monitoring infrastructure and system maintenance, completing standard operating procedures and service timeframes,
increasing the digitalization of complaint systems with automated progress notifications, and providing real-time visualizations of disturbance handling progress on the user dashboard.
Key Word : Balai Monitor, Radio Frequency Spectrum, User Satisfaction, Servqual, AHP
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Balai Monitor, Spektrum Frekuensi Radio, Layanan, Service quality, AHP, Radio Frequency Spectrum, User Satisfaction, Servqual, AHP |
| Subjects: | H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Dyah Novitasari |
| Date Deposited: | 30 Jul 2025 02:20 |
| Last Modified: | 30 Jul 2025 02:20 |
| URI: | http://repository.its.ac.id/id/eprint/123095 |
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