Studi kepuasan pelanggan terhadap kualitas layanan pitalebar pada jaringan bergerak seluler [The study of subscriber satisfaction on quality of broadband service on cellular mobile network]

Kasmad Ariansyah, Sri Wahyuningsih

Abstract


Teknologi telekomunikasi seluler terus berevolusi. Dimulai dari teknologi seluler generasi pertama (1G) yang berbasis teknologi analog, kini kita dapat menikmat layanan pitalebar nirkabel berbasis teknologi seluler generasi keempat (4G). Studi ini dilakukan untuk mengukur kepuasan pelanggan terhadap kualitas layanan pitalebar pada jaringan bergerak (mobile) baik kualitas layanan yang bersifat teknis maupun non-teknis, dengan cara menyebarkan kuesioner kepada pelanggan 3G dan 4G di 12 lokasi survei. Analisis dilakukan dengan menggunakan indeks kepuasan konsumen dan analisis kepentingan dan kinerja. Hasil analisis menunjukkan bahwa pada umumnya pelanggan puas dengan kualitas layanan data yang diberikan oleh pihak penyedia layanan. Namun demikian, masih diperlukan perbaikan-perbaikan mengingat indeks kepuasan konsumen lebih mendekati batas bawah dari kategori puas tersebut. Berdasarkan hasil analisis kepentingan dan kinerja terhadap diketahui bahwa pada skala 5(lima), rata-rata tingkat kepentingan dan kinerja untuk semua parameter kualitas layanan berturut-turut sebesar 4,04 dan 3,43. Terdapat dua parameter masuk kuadran tingkatkan kinerja,  empat parameter berada di kuadran pertahankan kinerja, dua parameter  memiliki kinerja yang dianggap berlebihan dan sisanya yaitu dua parameter masuk dalam kategori prioritas rendah. Penyedia layanan harus memprioritaskan perbaikan pada parameter-parameter yang masuk dalam kategori tingkatkan kinerja, yaitu kehandalan jaringan dan kecepatan perbaikan jaringan ketika jaringan mengalami gangguan.

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Mobile telecommunications technology continues to evolve. Starting from the first-generation mobile technology (1G), we are now able to enjoy wireless broadband service based on fourth-generation cellular technology (4G). This study was conducted to measure customer satisfaction against quality of service (QoS) parameters of broadband on mobile networks, including technical QoS as well as non-technical QoS. Data collection was done by distributing questionnaires to customers of 3G and 4G in 12 survey locations. Analyses were performed using customer satisfaction index (CSI) and importance and performance analysis (IPA). The results show that, overall, customers are satisfied with the quality of service from the service providers. However, improvements are still required given that the customer satisfaction index is closer to the lower limit of the satisfying category.  Based on the importance and performance analysis it is known that on a scale of 5, the average level of importance and performance for all quality of service parameters are 4.04 and 3.43 respectively. There are two parameters included in the category of concentrate here, four parameters categorized as keep up the good work, two parameters considered as possible overkill and the remaining two parameters are categorized as low priority. Service providers should prioritize improvements on parameters that are included in the category of contcentrate here, namely network reliability and promptness in repairing impaired network.




Keywords


Kepuasan pelanggan; Kualitas layanan; Layanan pitalebar bergerak

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DOI: http://dx.doi.org/10.17933/bpostel.2016.140204

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