PENGGUNAAN DIMENSI SERVQUAL DALAM PENGENDALIAN KUALITAS PELAYANAN PADA PERUSAHAAN JASA TELEKOMUNIKASI. PT. RATELINDO.

• Main Author: Joseph Sitepu, Ronald
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/1674
• Institution: Institut Teknologi Bandung

The fast development of services sector in Telecommunication Industry had driven up as long as the human need of communication, so that Quality Service in Telecommunication Services should necessary to create the challenging of efficiency and effectiveness. However the development that persist in Information Technology decade absolutely need advanced technology support by large investment in adaptive technology transferred, as a part of longterm company strategy in telecommunication services. Surviving on that competition, strategic planning of retaining the customer would be as competitive advantage, and the customer satisfaction should be priority oriented. The reliability and exactness of understanding the customer needs precisely as a key success factor of Servicing Quality. PT. Ratelindo as a Telecommunication Service Provider effort to create a commitment to achieve customer satisfaction of Wireless Cellular Phone users. As concerning the customer satisfaction existence, Quality Service had to be measured with reveal the Gap between Customer Perception as service user with customer expectation of their desire, to define based on five dimensions of service : Reliability, Responsiveness, Assurance, Empathy and Tangible. The measurement of research had using Questionnaire with likert scale and examine toward 80 respondent (customer), which much portion of them as residential customers. The result of Questionnaire sample data will analyze by using the cartesius diagram and probabilistic gap analysis, and describe as servqual method. The final conclusion of Gap Analysis suggest to create a task program of serviced controlling that used for customer satisfaction improvement, as an aim of Corporate Strategy to empowerment the TOTAL QUALITY SERVICES.