Analysis of customer satisfaction to quality of service using Importance Performance Analysis (IPA) on PT. Telekomunikasi Indonesia. (Case study Telkom Divre IV Central Java & Yogyakarta)

Abstract

PT. Telekomunikasi Indonesia, Tbk. (PT.Telkom) always serve to provide the best service to customers. Analysis of company performance based on customer satisfaction with the results of research can be done service improvements that are not in accordance with customer expectations and foster customer loyalty and improve the competitiveness of the company PT. Telkom Divre IV Central Java & Yogyakarta. The number of fast subscribers for the 201X period is 252,946 calls. Total quantity of product in Semarang if compared to quantity, if in the long term can cause customer dissatisfaction which resulted the change of customer to company, hence needed analysis which aim for service quality, service quality service analysis perceived by customer, and analysis the level of customer satisfaction PT. Telkom Divre IV Central Java & Yogyakarta. The method used in measuring consumer satisfaction is the method of Importance Performance Analysis (IPA), comparing the expectation of customers with the performance of the company. The use of IPA methods can identify attributes with poor and existing performance from users, and determine the steps of important attributes that still have poor performance, thus the results of the study provide recommendations to PT. Telkom Divre IV Central Java & Yogyakarta.