Analisis Kualitas Jasa Layanan Pengguna Internet Pada PT. X Dan PT. Y

Muhammad, Fahmi Aditya (2021) Analisis Kualitas Jasa Layanan Pengguna Internet Pada PT. X Dan PT. Y. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pandemi COVID-19 memicu kenaikan fixed broadband internet di indonesia sebesar 47% dari tahun sebelumnya, hal ini dikarenakan penerapan social dan pyshical distancing serta work from home (WFH) menuntut masyarakat akan kebutuhan konten digital dan akses layanan internet. Kondisi tersebut merupakan lahan yang bisa dimanfaatkan oleh pihak Internet Service Provider (ISP). Berdasarkan survei yang dilakukan, terdapat 4 jenis keluhan yang mendominasi dimana kecepatan internet lambat dan jaringan sering terputus, masalah belum terselesaikan terkait jaringan internet walaupun sudah mengikuti SOP yang diberikan, respon keluhan yang lambat melalui sosial media maupun telepon, dan teknisi yang tidak datang tepat pada waktu yang telah ditentukan. Maka dari itu diperlukan analisis servqual untuk mengukur seberapa jauh perbedaan atau gap antara persepsi dan harapan pelanggan atas layanan atau jasa yang diterima. Pada PT. X didapatkan gap terbesar pada atribut kecepatan internet (R1) dengan nilai -1.284, kelancaran koneksi internet (R3) dengan nilai -1.444, kecepatan customer service dalam merespon keluhan dalam waktu 24 jam (RS1) dengan nilai -1.283 dan kecepatan teknisi dalam mendatangi keluhan dalam waktu 24 jam (RS2) dengan nilai -1.159, sedangkan gap tertinggi untuk PT. Y terdapat pada kecepatan internet (R1) dengan nilai -1.613, kelancaran koneksi internet (R3) dengan nilai -2.025, kecepatan customer service dalam merespon keluhan dalam waktu 24 jam (RS1) dengan nilai -1.750, kecepatan customer service dalam merespon keluhan dalam waktu 24 jam (RS1) dengan nilai -2.050 dan kecepatan server dalam merespon perbaikan jaringan dalam waktu 24 jam (RS3) dengan nilai -1.313. ===================================================================================================== The COVID-19 pandemic has triggered an increase in fixed broadband internet in Indonesia by 47% from the previous year, this is because the implementation of social and physical distancing and work from home (WFH) demands that people need digital content and access to internet services. This condition is land that can be used by the Internet Service Provider (ISP). Based on the survey conducted, there are 4 types of complaints that dominate where the internet speed is slow and the network is often disconnected, the problem has not been resolved related to the internet network even though it has followed the SOP given, the response to complaints is slow via social media or telephone, and technicians who do not come right at the appointed time. Therefore, a servqual analysis is needed to measure the difference or gap between customer perceptions and expectations of the services or services received. At PT. X obtained the largest gap in the internet speed attribute (R1) with a value of -1.284, smooth internet connection (R3) with a value of -1.444, the speed of customer service in responding to complaints within 24 hours (RS1) with a value of -1.283 and the speed of technicians in visiting complaints within 24 hours (RS2) with a value of -1.159, while the highest gap for PT. Y is found at internet speed (R1) with a value of -1.613, smooth internet connection (R3) with a value of -2.025, the speed of customer service in responding to complaints within 24 hours (RS1) with a value of -1.750, the speed of customer service in responding to complaints in time 24 hours (RS1) with a value of -2.050 and the speed of the server in response to network repairs within 24 hours (RS3) with a value of -1.313.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Servqual, Importance-Performance Analysis, Fishbone Diagram, Internet service, Servqual, Importance-Performance Analysis, Fishbone Diagram, Jasa pelayanan internet
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Fahmi Aditya Muhammad
Date Deposited: 04 Mar 2021 08:26
Last Modified: 04 Mar 2021 08:26
URI: https://repository.its.ac.id/id/eprint/83412

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