Jan, Hanafi Ali (2026) Pengaruh Teknologi Layanan Dan Kinerja Teknisi Lapangan Terhadap Kepuasan Pelanggan Serta Dampaknya Pada Pertumbuhan Perusahaan ISP. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini bertujuan menganalisis pengaruh Teknologi Layanan dan Kinerja Teknisi Lapangan terhadap Kepuasan Pelanggan serta dampaknya pada Niat Perilaku Pro-Pertumbuhan pada Penyelenggara Jasa Internet (Internet Service Provider/ISP). Penelitian dilakukan pada pelanggan ISP di Kota Manado dan Kota Gorontalo sebagai representasi Kawasan Timur Indonesia yang memiliki karakteristik penyelenggaraan layanan internet berbeda, terutama dari sisi biaya infrastruktur, kondisi geografis, dan tingkat persaingan industri. Penelitian menggunakan pendekatan kuantitatif dengan metode PLS-SEM terhadap 150 pelanggan aktif ISP. Model penelitian menguji hubungan antara Teknologi Layanan, Kinerja Teknisi Lapangan, Kinerja Layanan, Kepuasan Pelanggan, dan Niat Perilaku Pro-Pertumbuhan. Hasil penelitian menunjukkan bahwa Kinerja Teknisi Lapangan dan Persepsi Kewajaran Harga berpengaruh signifikan terhadap Kinerja Layanan, sedangkan Teknologi Layanan tidak berpengaruh signifikan. Temuan ini mengindikasikan bahwa pelanggan lebih menilai kualitas pengalaman layanan melalui profesionalisme teknisi, keandalan pelayanan, dan kewajaran harga dibandingkan peningkatan teknologi jaringan semata. Penelitian ini menyimpulkan bahwa pertumbuhan ISP lebih dipengaruhi oleh kualitas pengalaman layanan yang mampu meningkatkan kepuasan, loyalitas, rekomendasi, dan penggunaan layanan tambahan pelanggan.
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This study examines the influence of Service Technology and Field Technician Performance on Customer Satisfaction and its impact on Pro-Growth Behavioral Intentions in the Internet Service Provider (ISP) industry. The study was conducted among ISP customers in Manado and Gorontalo, representing Eastern Indonesia, where internet services face higher infrastructure costs and geographical challenges. Service Technology refers to the ISP's core technological capability, including network stability, coverage, and low latency. A quantitative approach using PLS-SEM was applied to data collected from 150 active ISP customers. The results show that Field Technician Performance and Perceived Price Fairness significantly influence Service Performance, whereas Service Technology has no significant effect. These findings indicate that customers value technician professionalism, reliable service, and fair pricing more than technological capability alone. Furthermore, Customer Satisfaction encourages customer loyalty, service recommendations, and the use of additional services that support ISP growth. The study concludes that the sustainable growth of regional ISPs depends more on superior service experiences than on network technology alone.
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