<![CDATA[Peningkatan kualitas layanan produk IM3 oleh Indosat dilakukan untuk meningkatkan kepuasan pelanggan Indosat yang saat ini posisinya masih dibawah kepuasan pelanggan Telkomsel dan XL. Penentuan upaya peningkatan kualitas layanan dilakukan dengan melakukan pengukuran persepsi pelanggan IM3 berdasarkan telecommunication service quality. Pengukuran diolah menggunakan Structural Equation Modeling (SEM). Diperoleh 5 variabel yang dianggap perlu untuk ditingkatkan kualitasnya, yaitu kecepatan penyelesaian keluhan (X4), jeda waktu untuk dapat tersambung ke IM3 info (388) (X3), ketersediaan panggilan darurat (X2), ketepatan pemotongan pulsa (X11), dan kecepatan internet sesuai dengan yang dijanjikan (X8). Kata kunci: peningkatan kualitas layanan, Telecommunication Service Quality, Structural Equation Modeling, peningkatan kepuasan pelanggan Abstract Service quality improvement conducted by Indosat IM3 products to improve their customer satisfaction which is currently still below the position of customer satisfaction by Telkomsel and XL. Determination of efforts to improve the quality of services performed by measuring customer perceptions IM3 based on telecommunication service quality. Measurement processed using Structural Equation Model (SEM). Retrieved 5 variables that need to be improved quality considered, namely the speed of grievance resolution (X4), the lag time to be able to connect to the IM3 info (388) (X3), the availability of emergency calls (X2), precision cutting pulses (X11), and internet speed according to the promise (X8). Keyword: improved service quality, Telecommunication Service Quality, Structural Equation Modelling, increasing customer satisfaction]]>
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