dc.contributor.advisor | Dr. Ir. Elisa Kusrini, M.T., CPIM., CSCP | |
dc.contributor.author | Nazila Syarafina Rismhandani, 16522201 | |
dc.date.accessioned | 2021-10-25T02:18:36Z | |
dc.date.available | 2021-10-25T02:18:36Z | |
dc.date.issued | 2021 | |
dc.identifier.uri | http://dspace.uii.ac.id/123456789/33520 | |
dc.description.abstract | PT. Telekomunikasi Indonesia Tbk with Indonesian Digital Home (IndiHome) as one of its
products is Internet service companies in Indonesia with the largest number of customers.
However, the excellence of IndiHome is only its network ability in reaching almost all
regions, yet the quality of the internet and the services provided were judged to be
deteriorating and does not meet the customer expectations. A study is needed to be conducted
to identify the level of customer satisfaction, service attributes need to be improved and
improvement proposal can be given so that customer satisfaction is achieved. Purposive
sampling is used to take 100 samples who have or are currently subscribing to IndiHome
fiber internet in the Special Region of Yogyakarta by using a questionnaire. The variables
used in the questionnaire are based on five service dimensions which are tangible, reliability,
responsiveness, assurance and empathy. All surveyed indicators have negative servqual
values which means that customer satisfaction has not been achieved. The average servqual
value of all indicators is -0.819 and -0.816 for the average servqual value of all variables.
The main priority that must be fixed is the stability of Indihome's service. Using contradiction
matrix, 3 TRIZ principles are defined as a proposed improvement need to be implemented | en_US |
dc.language.iso | en | en_US |
dc.publisher | Universitas Islam Indonesia | en_US |
dc.subject | Customer Satisfaction | en_US |
dc.subject | IndiHome | en_US |
dc.subject | Internet Service Quality | en_US |
dc.subject | Servqual | en_US |
dc.subject | TRIZ | en_US |
dc.title | ANALYSIS OF CUSTOMER SATISFACTION AND PROPOSED IMPROVEMENTS IN THE INDONESIAN DIGITAL HOME (INDIHOME) FIBER INTERNET SERVICE INDUSTRY USING SERVQUAL AND TRIZ CONTRADICTION MATRIX METHODS | en_US |
dc.type | Thesis | en_US |
dc.Identifier.NIM | 16522201 | |