ANALISIS TINGKAT KEPUASAN PELANGGAN KARTU GSM INDOSAT IM3 OOREDOO DI KOTA PONTIANAK BERDASARKAN DIMENSI SERVQUAL

  • Maulana Filani Rizal Panca Bhakti University
  • Dina Octa viani Panca Bhakti University

Abstract

This study aims to determine the level of customer satisfaction from the Indosat Ooredoo GSM card in the city of Pontianak. This research is a survey research. The population in this study is the community of users of Indosat Ooredoo GSM card domiciled in Pontianak with a total sample of 50 respondents, while the research variables used are based on servqual dimensions consisting of physical evidence, reliability, responsiveness, assurance and empathy. Sample selection using Probability Sampling technique simple random sampling type. Data was collected using questionnaire method with measured by Likert scale. Test requirements analysis using validity and reliability tests. The analysis method used is servqual analysis and analysis of important performance (ipa).
The results of this study indicate that: the expectation analysis and performance assessment (servqual) obtained for each dimension is a total number of 0.73 (Q) <1 which means that overall service quality can be assumed to be below the expectations of customers or customers not satisfied with the performance of indosat im3 ooredoo gsm card is based on servqual dimension, while the result of ipa analysis that must be a priority scale in revamping is the attribute: network quality, voice / call data quality, internet speed quality, service from the Call center and call center responsive complaints customer
This study has several limitations that include the number of samples and research areas that are only in the city of Pontianak, so that in subsequent studies are expected to complete the limitations of this study

Published
2018-08-12