ANALISIS TELECOMMUNICATIONS SERVICE QUALITY MENGGUNAKAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (STUDY KASUS: PT XYZ)
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Institusion
Universitas Pembangunan Nasional Veteran Jakarta
Author
Rizqie Ristadevi Fajarikaputri, .
Subject
TA Engineering (General). Civil engineering (General)
Datestamp
2021-09-22 05:41:00
Abstract :
This study was conducted to analyze the quality of service provided by PT XYZ to customers. The purpose of this research is to improve service quality by using servqual and AHP (Analytical Hierarchy Process) methods. Servqual method is used to determine customer perceptions and expectations following the dimensions of Telecommunication Service Quality, and AHP is used to determine the weighting of each variable service. The difference between the results of customer perceptions and expectations is multiplied by the results of the AHP weighting to produce a weighted servqual value. Based on the value of the weighted servqual calculation, there are 6 sub-criteria of the Reliability criteria which are the main priority to be improved. The priority sub-criteria is a strong signal or internet speed as promised, balance reduction according to usage by the user, use of applications that can top up balance or buy internet packages, the existence of compensation from PT XYZ if there is a discrepancy in the use of the product, the price is following the quality of internet products obtained for its users, and Customer Care operators can handle complaints from network users appropriately.
This study was conducted to analyze the quality of service provided by PT XYZ to customers. The purpose of this research is to improve service quality by using servqual and AHP (Analytical Hierarchy Process) methods. Servqual method is used to determine customer perceptions and expectations following the dimensions of Telecommunication Service Quality, and AHP is used to determine the weighting of each variable service. The difference between the results of customer perceptions and expectations is multiplied by the results of the AHP weighting to produce a weighted servqual value. Based on the value of the weighted servqual calculation, there are 6 sub-criteria of the Reliability criteria which are the main priority to be improved. The priority sub-criteria is a strong signal or internet speed as promised, balance reduction according to usage by the user, use of applications that can top up balance or buy internet packages, the existence of compensation from PT XYZ if there is a discrepancy in the use of the product, the price is following the quality of internet products obtained for its users, and Customer Care operators can handle complaints from network users appropriately.
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