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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 Adi Soeprijanto Adriani, Azmalina Ahmad Bengar Harahap Ahmad Eddison Ananda, Wahyu Ananda, Wahyu Anna, Irna Lisa Anugraha, Dhimas Mulia Apriansyah, Andez Aris Gunaryati, Aris Armin Darmawan Asmiyenti Djaliasrin Djalil awatiful azza, awatiful budianto panjaitan Budiarti, L Endang Bustamam, Nurbaity Chanif Mahdi Damanik, Sanri Sunervia Damanik, Sanri Sunervia Dasrul Dasrul Dewi, Sarini Vita Dewi, Sarini Vita Dina Maulina Djoko Wahyono Dwi Putro Priadi Eddy Noviana Eldina Fatimah Esti Handayani, Endah Tri Fachreza, Sodi Fachreza, Sodi Fadilah, Ratnawaty Fadillah, Wanda rizki Fadillah, Wanda rizki Fajar Nugraha Farizawati Farizawati, Farizawati Firdus Firdus Fitriana Fitriana Hamdan Hamdan Haryono Haryono Hendri Marhadi Hendrian Hendrian, Hendrian Hernawati, Diana Ina Agustina Jamaliah Jamaliah Juli Melia Junaidi Junaidi Kadirman, Kadirman Kalsum Kalsum Komala Sari, Ratih Titi Komala Sari, Ratih Titi Kosasih, Ade Kusuma, Willy Darma Kusuma, Willy Darma L. Endang Budiarti, L. Endang Mahmud Alpusari Mesra, Erna Mesra, Erna Mesra Mimien Henie Irawati, Mimien Henie Mohamad Amin Morica, Cut Desta Muhammad Hatta Mulyadi Mulyadi Munjiatun Munjiatun, Munjiatun Nindya Nika Putri Novianti, Vivi Nurhasanah Nurhasanah Ontoseno Penangsang Pradipta, Nadhira Trisa Prakoso, Galuh Prianto, Deki Rahmawati Rahmawati Riki Saputra, Riki Rina Evianty Rinaldi Rinaldi Riris Rotua Sitorus Rizaldy, Ilham Rosnizar, Rosnizar Rumdasih, Jujum Saputra, Tri Ichsan Septi Andryana, Septi Silviana, Ernita Sugiantoro Sugiantoro Suryani, Siti Darwa Sushanty, Dwi Elgha Syafruddin Syafruddin Syahban, Bayu Fijri Syahrilfuddin Syahrilfuddin, Syahrilfuddin Syamsidik, Syamsidik tamampil, armis Taringan, Yosua Jonathan Teuku Armansyah Tongku Nizwan Siregar Trias Setyowati, Trias Triva Murtina Lubis Ucuk Darusalam Umami, Nahdia Asri Wahyu Ario Pratomo Widiyanti, Siti Arum Wijaya, Yunan Fauzi Wira Dharma Wiranti Sri Rahayu Yani, Ari Soerti Yekki Yasmin Yulia Istia Ningsih, Yulia Istia Yuliusman Yuliusman Yusri Wahyuni Zenab, Ai Siti