Article Per Year (5 Year)
p-Index From 2020 - 2025
0
P-Index
This Author published in this journals
All Journal Seminar Nasional Teknologi Informasi Komunikasi dan Industri
Sunarti Sunarti
Laboratorium Sistem Informasi Fakultas Sains dan Teknologi UINSUSKA RIAU
Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering Industrial & Manufacturing Engineering Mathematics

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Produk Telkomsel Menggunakan Metode Servqual Wahyudi Wahyudi; Sunarti Sunarti
Seminar Nasional Teknologi Informasi Komunikasi dan Industri 2012: SNTIKI 4
Publisher : UIN Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (958.334 KB)

Abstract

Competition amongs cellular operators are quite tight, trigger PT. Telkomsel to provide the best services and facilities to customers. Final goal of our research is to determine the level of customer satisfaction with quality of service Telkomsel product for Kartu As, services based on Short Message Service (SMS), General Packet Radio Service (GPRS), and Voice Call. This study used several analysis tools such as descriptive analysis, validity and reliability, Service Quality (Servqual) and the Customer Satisfaction Index (CSI). In this research there are several steps that do, the first phase of data collection from Telkomsel subscribers (Kartu As) to spread out the questionnaire, the second stage of data processing, to test the validity and reliability, and value calculation Servqual and CSI. The third stage is to draw conclusions from the results of data processing and analysis are performed. The results obtained show the high level of customer satisfaction on each of the services analyzed, namely for the SMS service of 0.75 (75%), GPRS of 0.69 (69%), and Voice Call by 0.71 (71%) .Keywords : Customer Satisfaction, Cellular Operators, SERVQUAL, Telkomsel
Co-Authors Wahyudi