ANALISIS KEPUASAN HIGH VALUE CUSTOMER (HVC) DENGAN METODE SERVQUAL & IMPORTANCE PERFORMANCE ANALYSIS PADA PT. TELKOM INDONESIA WILAYAH TELKOM JAKARTA PUSAT

IQBAL, MUHAMMAD (2023) ANALISIS KEPUASAN HIGH VALUE CUSTOMER (HVC) DENGAN METODE SERVQUAL & IMPORTANCE PERFORMANCE ANALYSIS PADA PT. TELKOM INDONESIA WILAYAH TELKOM JAKARTA PUSAT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

PT. Telkom Indonesia is a State-Owned Enterprise with the most extensive telecommunication and network services in Indonesia. As time goes by, the competition in the internet service provider sector continues to increase with various promotions that are quite impactful and attract customers' attention to competitors if the company does not immediately improve itself to improve service quality. This research does two main things, measuring service quality for IndiHome products using the SERVQUAL method, sorting by priority using the Importance Performance Analysis (IPA) Method, and providing recommendations to PT. Telkom Indonesia, especially the Telkom Central Jakarta Region, to obtain customer satisfaction. Eighty respondents participated in this study. By analyzing company performance in 5 sectors with SERVQUAL, the average gap per dimension Tangible -0.172, Reliability -0.490, Responsiveness -0.331, Assurance - 0.509, and Empathy -0.130 with an average of all dimensions is -0.327. Of the five dimensions, there are 22 variables studied, so nine variables enter quadrant A, and two enter quadrant C in the cartesius diagram IPA, so there are 11 variables that must be given corrective solutions. Keywords: Customer satisfaction; SERVQUAL; Importance Performance Analysis PT. Telkom Indonesia adalah Badan Usaha Milik Negara dengan layanan telekomunikasi dan jaringan terbesar di Indonesia, seiring berjalannya waktu persaingan pada sektor bisnis internet service provider terus meningkat dengan berbagai promosi yang cukup berdampak dan menarik perhatian pelanggan untuk pindah ke kompetitor apabila perusahaan tidak segera bebenah diri untuk memperbaiki kualitas layanannya. Penelitian ini melakukan dua hal utama, yaitu : mengukur kualitas layanan pada produk IndiHome dengan menggunakan metode SERVQUAL yang kemudian diurutkan berdasarkan prioritas dengan Metode Importance Performance Analysis (IPA) dan memberikan rekomendasi kepada PT. Telkom Indonesia khususnya Wilayah Telkom Jakarta Pusat untuk memperoleh kepuasan pelanggan. Terdapat 80 responden yang berpartisipasi dalam penelitian ini. Dengan menganalisis performansi perusahaan di 5 sektor dengan SERVQUAL dihasilkan rata-rata gap per dimensi Tangible -0,172, Reliability -0,490, Responsiveness -0,331, Assurance -0,509, Empathy -0,130 dengan rata-rata semua dimensi yaitu -0,327. Dari 5 dimensi, ada 22 variabel yang diteliti, sehingga ada 9 variabel yang masuk ke kuadran 1 IPA dan 2 variabel yang masuk ke Kuadran 3 IPA sehingga ada 11 variabel yang harus diberikan solusi perbaikan. Kata Kunci: Kepuasan pelanggan; SERVQUAL; Importance Performance Analysis

Item Type: Thesis (S1)
Call Number CD: FT/IND. 23 067
Call Number: ST/16/23/058
NIM/NIDN Creators: 41621110031
Uncontrolled Keywords: Kepuasan pelanggan; SERVQUAL; Importance Performance Analysis
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 620.1-620.9 Standard Subdivisions of Engineering and Applied Operations/Subdivisi Standar Dari Ilmu Teknik dan operasi Terapan
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: ADELINA HASNA SETIAWATI
Date Deposited: 07 Sep 2023 08:12
Last Modified: 07 Sep 2023 08:12
URI: http://repository.mercubuana.ac.id/id/eprint/80357

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