THE FACTOR AFFECTING CUSTOMER SATISFACTION TOWARDS INTERNET SERVICE PROVIDER FOR MILLENNIALS IN BANDUNG

• Main Author: Andaru Priyambodo, Dyon
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/47460
• Institution: Institut Teknologi Bandung

Service quality has been considered as one of the key elements of service provider success because it can cause customers to be satisfied. This research was conducted at PT. Telekomunikasi Indonesia, Tbk (PT. TELKOM), which is the only state-owned enterprise (SOE) service provider telecommunications and network in Indonesia. This company was formerly known for its cable telephone service products. However, along with the times the products offered are increasingly diverse, such as the provision of telephone services, the internet, to television subscriptions. One of the mainstay products from this company is IndiHome, a Triple Play service that allows customers to enjoy three services at once, namely the internet with speeds reaching 100Mbps, TV subscription with 100 varied channels, and also a landline telephone connection. Millennials (millennial generation, Generation Y) is the phrase used to generally describe a person who reached adulthood in the early 21st century and covers the generation of people born between 1980 and 2000. Millennials are those who grew up using electronics, the Internet and online social communities. In the news site Jabododay.com, it is proven in West Java, especially in Bandung, that it has a large potential market share. According to Deputy Marketing of PT. Telkom Tbk. West Java region, Mohamad Khamdan, in Indonesia, Indihome applications are found in 58 cities. So far, the number of Indihome customers has reached 175 thousand. With a large number of Indihome users in Bandung and the millennial generation, researchers will examine the service quality of Indihome users in Bandung and the millennial generation. This research aims to determine the level of consumer satisfaction with service quality. This study took 158 respondents, and then performed Servqual calculations to determine the value of GAP, the results of the GAP were used as input data for Importance-Performance Analysis (IPA) which were then identified 4 Attributes that must be considered in the katesius diagram. then the Customer Satisfaction Index (CSI) is calculated, the results of which are very disatisfied.