<![CDATA[Intisari— Kepuasan pelanggan salah satu faktor penting dalam business continuity di sebuah industry telekomunikasi. Kepuasan pelanggan khususnya layanan telekomunikasi, dipengaruhi banyak faktor baik faktor teknis maupun non teknis. Dengan data customer complain, survey pakar dan menggunakan sistem pemodelan akan diketahui faktor apa saja secara prioritas yang harus diperbaiki untuk meningkatkan kepuasan pelanggan. Pada penelitian ini, data customer complain dan pendapat pakar dimodelkan menggunakan Interpretive Structural Modelling (ISM) untuk menentukan urutan prioritas dan arah hubungan antar elemen serta pengaruh dari satu variable dengan variable lainnya. Dari penelitian ini dihasilkan peran kualitas layanan jaringan (Network Quality Index) prioritas yang harus dilakukan improvement (perbaikan) dan dijaga performance-nya untuk meningkatkan kepuasan pelanggan supaya tetap loyal tidak pindah menggunakan layanan telekomunikasi lainnya. Abstract— Customer satisfaction is an important factor in business continuity in the telecommunications industry. Customer satisfaction, especially telecommunication services, is influenced by many factors, both technical and non-technical factors. With customer complaint data, expert surveys, and using a modelling system, it will be known what factors are prioritized to improve to increase customer satisfaction. In this study, customer complaint data and expert opinion were modelled using Interpretive Structural Modelling (ISM) to determine the order of priority and direction of the relationship between elements and the influence of one variable with another. From this research, the role of network service quality (Network Quality Index) is a priority that must be improved and maintained in performance to increase customer satisfaction so that they remain loyal and do not move to use other telecommunications]]>
