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Malki Ahmad Madya, Malki Ahmad
Institut Teknologi Nasional Bandung
Education

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USULAN PENINGKATAN KUALITAS PELANGGAN SPEEDY DENGAN MENGGUNAKAN METODE SERVICE QUALITY DI PT TELEKOMUNIKASI INDONESIA, TBK. PLASA BANDUNG Madya, Malki Ahmad; Fitria, Lisye; Liansari, Gita Permata
REKA INTEGRA Vol 3, No 2 (2015): Edisi Kesepuluh
Publisher : REKA INTEGRA

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Abstract

Pelanggan speedy menurun sebanyak 2.227 pada Bulan Agustus 2014 sampai Bulan Januari 2015. Penelitian ini bertujuan untuk mengukur kualitas pelayanan speedy dari segi pelayanan maupun teknis dengan menggunakan service  quality. Hasil penelitian menunjukan terdapat keluhan pelanggan speedy berasal dari atribut pelayanan speedy. Atribut yang masih dirasakan kurang adalah kecepatan akses internet stabil dan tidak mudah putus, kecepatan internet sesuai yang dijanjikan, kecepatan dan ketepatan dalam menangani pengaduan gangguan pelanggan, keragaman paket internet speedy. Usulan peningkatan diberikan kepada manajemen dan pelayanan speedy. Kata kunci: Pelanggan Speedy, Kualitas Pelayanan, Service Quality.   ABSTRACT Speedy customers decreased by 2,227 in August 2014 through January 2015 Month. This study aims to measure the quality of service speedy service and technical terms by using the service quality. The results showed there were speedy customer complaints come from speedy service attributes. Attributes which is still less is speed internet access is stable and not easily broken, speed internet as promised, speed and accuracy in handling customer complaints disturbance, diversity speedy internet package. Proposed increase given to the management and speedy service. Keywords: Speedy Customer, Quality Service, Service Quality.
Co-Authors GITA PERMATA LIANSARI Lisye Fitria