TIN: TERAPAN INFORMATIKA NUSANTARA
Vol 2 No 9 (2022): Februari 2022

Analisis Kualitas Produk dan Kepuasan Pelanggan Terhadap Pelayanan Indihome di Jakarta Pusat

Putra, Resky Illahi Dwi (Unknown)
Aji, Achmad Maezar Bayu (Unknown)

Article Info

Publish Date
28 Feb 2022

Abstract

PT. Telkom (Telekomunikasi Indonesia) is a state-owned enterprise that has an important contribution to society because it is engaged in telecommunications services. Indihome is one of the service products from PT. Telekomunikasi Indonesia, which provides packages of landline, internet, and television services. In an effort to provide information services, it is necessary to evaluate the performance of internet services so that the service provider is able to maintain performance and improve performance where there are still shortcomings in performance from the user's point of view. To determine the level of service performance, this research was carried out by applying the servqual method and Importance Performance Analysis. The assessment of user satisfaction is based on five dimensions, namely Reliability, Responsiveness, Assurance, Empathy and Tangibles which later on each attribute performance will be classified into quadrant I which is the main priority to improve its service, quadra II attributes that need to be maintained because they have provided satisfactory service, quadrant III attributes that have low priority and quadrant IV attributes that are considered less important but have good performance. The results of this study indicate that the largest gap or gap lies in the Responsiveness dimension with a value of -1.00 and the smallest gap in the Empathy dimension with a value of -0.43. while based on the calculation of the Importance Performance Analysis the overall user suitability level is 83% which means that the services provided by the agency/company are in accordance with the user's perception. Where the user's perception of website services has been fulfilled

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Journal Info
TIN: TERAPAN INFORMATIKA NUSANTARA
Website

Abbrev

tin

Publisher

Forum Kerjasama Pendidikan TInggi

Subject

Aerospace Engineering Arts Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Neuroscience Nursing Physics Social Sciences Veterinary Other

Description

Jurnal TIN: TERAPAN INFORMATIKA NUSANTARA memuat tentang Kajian Bunga Rampai dari berbagai ide dan hasil penelitian para peneliti, mahasiswa, dan dosen yang berkompeten di bidangnya dari berbagai disiplin ilmu seperti: Komputer, Informatika, Industri, Elektro, Telekomunikasi, Kesehatan, Agama, ...