Pengukuran Kepuasan Pelanggan Indihome Bandung Barat Menggunakan Integrasi Model Kano Dan Metode Service Quality

Andrea Dewi Linggani, Husni Amani, Sari Wulandari

Abstract

Abstrak IndiHome adalah produk layanan komunikasi data multimedia yang lengkap dan praktis dari PT. Telekomunikasi Indonesia (Telkom). Secara resmi diluncurkan pada tahun 2015, IndiHome awalnya merupakan satu proyek utama Telkom, yang termasuk ke Indonesia Digital Network 2015. IndiHome berusaha memberikan layanan yang terbaik kepada setiap pelanggan serta menawarkan tarif yang sesuai dengan kualitas layanan yang diberikan. Namun, kenyataann yaIndiHome memiliki banyak keluhan karena dinilai tidak mampu memberikan layanan sesuai harapan pelanggan. Oleh karena itu, IndiHome perlu mengidentifikasi kebutuhan layanan dan meningkatkan kualitasnya agar kepuasan pelanggan meningkat. Penelitian ini bertujuan untuk mengidentifikasi true customer needs berdasarkan voice of customer sehingga didapatkan atribut kebutuhan yang diprioritaskan untuk ditingkatkan. Servqual digunakan untuk mendefinisikan kualitas pelayanan sebagai seberapa jauh perbedaan antara kenyataan dengan harapan atas layanan yang diterima pelanggan. Model Kano digunakan untuk mengetahui seberapa besar pengaruh masing–masing atribut dengan tingkat kepuasan yang diterjemahkan dalam kategori Kano. Dengan mengintegrasikan Servqual dan Model Kano menghasilkan rekomendasi atribut yang perlu dikembangkan dan ditingkatkan oleh layanan IndiHome. Berdasarkan hasil integrasi Servqual dan Model Kano, diperoleh 26 atribut kebutuhan layanan IndiHome yang termasuk 15 atribut kuat dan 11 atribut lemah berdasarkan NKP, yang mana 15 atribut diantaranya merupakan true customer needs yang perlu ditingkatkan dan dikembangkan Kata Kunci: IndiHome,Atribut kebutuhan, Servqual, Model Kano, True Customer Needs Abstract IndiHome is a complete and practical multimedia data communication service product from PT. Telekomunikasi Indonesia (Telkom). Officially launched in 2015, IndiHome was originally one of Telkom's main projects, which was included in the 2015 Indonesia Digital Network. IndiHome strives to provide the best service to each customer and offer rates that are in line with the quality of services provided. However, the fact is that IndiHome has many complaints because it is considered not able to provide services according to customer expectations. Therefore, IndiHome needs to identify service needs and improve its quality so that customer satisfaction increases. This study aims to identify true customer needs based on the voice of the customer so that the priority attributes to be prioritized to be obtained. Servqual is used to define service quality as the difference between reality and the expectation of services received by customers. The Kano model is used to find out how much influence each attribute has with the level of satisfaction translated in the Canoe category. By integrating Servqual and the Kano Model, it produces recommendation attributes that need to be developed and improved by IndiHome services. Based on the results of Servqual and Kano Model integration, 26 attributes of IndiHome service needs were obtained which included 15 strong attributes and 11 weak attributes based on NKP, of which 15 attributes including true customer needs that need to be improved and developed. Keywords: IndiHome, Attribute needs, Servqual, Kano Models, True Customer Needs

Full Text:

PDF

Refbacks

  • There are currently no refbacks.
max_upload :-1