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Journal : Jurnal Optimasi Sistem Industri

Evaluasi Kualitas Layanan terhadap Operator Telekomunikasi: Tinjauan Perspektif Pelanggan Darmawan, Armin; Mulyadi, Mulyadi; Fauziah, Fauziah
Jurnal Optimasi Sistem Industri Vol 16, No 2 (2017): Published in October 2017
Publisher : The Industrial Engineering Department of Engineering Faculty at Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/josi.v16.n2.p106-111.2017

Abstract

This study examines the quality level of service in one of the telecommunication operator (mobile network provider) in Makassar. This paper focuses on the identification of the gaps, mapping quality level of service, and the evaluation of the service quality level. The study was conducted using SERVQUAL approach which refers to the five dimensions of service quality. SERVQUAL is helpful in identifying, mapping, and analyzing the gap level between expectations and perceptions of a telecommunication service. Questionnaires were randomly distributed to the 400 respondents’ mobile telecommunication users in Makassar. The results show that there were 10 negative attributes on the SERVQUAL value of 15 questions. This indicates that the service quality to the users is at the low level. For mapping and prioritization of services related attributes that need to be improved, this study used the Importance-Performance Analysis (IPA) diagram. The first quadrant indicates a high level of customer expectations relative to those attributes but on the perception remains low. The first quadrant is a mapping attribute which is prioritized in the improvement of service quality related to the reliability dimensions i.e the improvement of network quality, network expansion, and the affordable cost of access (Internet, telephone, and SMS).
Co-Authors Abdullah, Bualkar Abdullah, Bualkar Adriani, Azmalina Adriani, Azmalina Ahmad Eddison Aida Fithri Amirsyah, Mirfandi Ananda, Wahyu Ananda, Wahyu Andri Dwi Hernawan Andrianingsih, Andrianingsih Aningsih, Andri Anna, Irna Lisa Anugraha, Dhimas Mulia Apriansyah, Andez Apriansyah, Andez Aris Gunaryati, Aris Armin Darmawan Asmiyenti Djaliasrin Djalil awatiful azza, awatiful Azizah Azizah budianto panjaitan Budiarti, L Endang Bustamam, Nurbaity Chanif Mahdi Damanik, Sanri Sunervia Damanik, Sanri Sunervia Dasrul Dasrul Deny Hidayatullah Dewi, Sarini Vita Dewi, Sarini Vita Dina Maulina Djoko Wahyono Dwi Putro Priadi Eddy Noviana Eldina Fatimah Esti Handayani, Endah Tri Esti, Endah Tri Handayani Fachreza, Sodi Fachreza, Sodi Fadilah, Ratnawaty Fadillah, Wanda rizki Fadillah, Wanda rizki Fajar Nugraha Farhani, Yedizha Afif Farizawati Farizawati, Farizawati Firdus Firdus Fitriana Fitriana Hamdan Hamdan Haryono Haryono Hendri Marhadi Hernawati, Diana Ice Yulia Wardani Ina Agustina Ivan Setiawan Jamaliah Jamaliah Juli Melia Junaidi Junaidi Kadirman, Kadirman Kalsum Kalsum Kantami, Mohamad Farhan Komala Sari, Ratih Titi Komala Sari, Ratih Titi Komalasari, Ratih Titi Kosasih, Ade Kusuma, Anggira Ganda Kusuma, Willy Darma Kusuma, Willy Darma L. Endang Budiarti, L. Endang Ma'arif, Ridwan Ahmad Mahmud Alpusari Mardjan Mardjan Marwarni, Rima Masykur, Masykur Mesra, Erna Mesra, Erna Mesra Mimien Henie Irawati, Mimien Henie Mohamad Amin Morica, Cut Desta Muhammad Hatta Muhammad, Fachri Mulyadi Mulyadi Munjiatun Munjiatun, Munjiatun Musfira, Yuni Mutia, Sri Nindya Nika Putri Novi Dian Nathasia Novianti, Vivi Nur Hayati Nurhasanah Nurhasanah Nurhayati Nurhayati Prakoso, Galuh Prianto, Deki Raditya, Muhammad Raditya, Muhammad Maheswara Radityatama, Mohamad Dimas Rahmadhani, Annisa Rahmawati Rahmawati Ramlan Ramlan Ria Ceriana, Ria Riki Saputra, Riki Rinaldi Rinaldi RINI RINI Riris Rotua Sitorus Rizaldy, Ilham Rosnizar, Rosnizar Rumdasih, Jujum Safitri, Febria Santoso, Puji Hari Saputra, Tri Ichsan Saputra, Tri Ichsan Septi Andryana, Septi Setiarini, Eva Sholihati, Ira Diana Silviana, Ernita Silviana, Ernita Sri Lestari Sugiantoro Sugiantoro Sujudi, Malik Abdul Aziz Sumantri Sumantri Suryani, Siti Darwa Sushanty, Dwi Elgha Syafruddin Syafruddin Syahban, Bayu Fijri Syahrilfuddin Syahrilfuddin, Syahrilfuddin Syamsidik, Syamsidik tamampil, armis Teuku Armansyah Tongku Nizwan Siregar Trias Setyowati, Trias Triva Murtina Lubis Umami, Nahdia Asri Victoryna, Fallon Wahyu Ario Pratomo Widiyanti, Siti Arum Widya Sari Wijaya, Yunan Fauzi Winarsih, Endah Tri Wira Dharma Wiranti Sri Rahayu Yani, Ari Soerti Yati Nurhayati Yekki Yasmin Yulia Istia Ningsih, Yulia Istia Yuliusman Yuliusman Yusri Wahyuni Zairin Thomy Zenab, Ai Siti