ANALISIS TELECOMMUNICATIONS SERVICE QUALITY MENGGUNAKAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (STUDY KASUS: PT XYZ)

Rizqie Ristadevi Fajarikaputri, . (2021) ANALISIS TELECOMMUNICATIONS SERVICE QUALITY MENGGUNAKAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (STUDY KASUS: PT XYZ). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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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.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil: 1710312005] [Pembimbing: Mohammad Rachman Waluyo] [Penguji 1: Muhamad As'adi] [Penguji 2: Santika Sari]
Uncontrolled Keywords: AHP, Gap, Service Quality, Telecommunications
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: Rizqie Ristadevi Fajarikaputri
Date Deposited: 22 Sep 2021 05:41
Last Modified: 22 Sep 2021 05:41
URI: http://repository.upnvj.ac.id/id/eprint/11574

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