Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Internet Dan Harga Produk Provider Indosat Menggunakan Metode Customer Satisfaction Index (CSI) Dan Potential Gain Customer Value (PGCV)

Nugraha, Dimas Oki and , Mila Faila Sufa, ST, MT (2022) Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Internet Dan Harga Produk Provider Indosat Menggunakan Metode Customer Satisfaction Index (CSI) Dan Potential Gain Customer Value (PGCV). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Consumer satisfaction is a top priority for the company, satisfaction with products or services occurs when the company provides quality of service in accordance with consumer expectations. In meeting the need for internet access, PT. Indosat is still inferior to its competitors. The purpose of this study is to analyze the level of consumer satisfaction with internet services and the price of Indosat Ooredoo products using the Customer Satisfaction Index (CSI) method, determine the order of priority improvement of services from services provided using the Potential Gain Customer Value (PGCV) method, and provide proposed improvements. The CSI method obtained 74% consumer satisfaction, indicating that most consumers were satisfied with the service provided. The PGCV method obtained priority attributes for improvement is to provide fast internet service. Proposed improvements that can be given are improving the quality of facilities and infrastructure, improvements in the use of internet network types, product variations with bonuses and price discounts, improvements in transactions, providing clear product information, providing an easy and fast platform to access.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Internet, Kepuasan, Kualitas Pelayanan, CSI, PGCV
Subjects: T Technology > T Technology (General)
T Technology > TI Industrial Engineering
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: DIMAS OKI NUGRAHA
Date Deposited: 23 Feb 2022 04:16
Last Modified: 23 Feb 2022 04:16
URI: http://eprints.ums.ac.id/id/eprint/98358

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