PERANCANGAN PERBAIKAN LAYANAN HIGH SPEED INTERNET PT TELKOM INDONESIA

• Main Author: Setiyawan, Febri
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/50233
• Institution: Institut Teknologi Bandung

PT Telkom Indonesia (Persero) Tbk (Telkom) is a state-owned enterprise focuses on information and communication technology services and also telecommunications networks in Indonesia. Telkom strives to transform its business into a customer-oriented digital telecommunications company. One of the services provided by PT Telkom is the High Speed Internet service. HSI (High Speed Internet) is an internet service made by PT Telkom for residential or personal customers who need standard internet access at competitive prices. The current condition of HSI services has a problem, namely the emergence of many customer complaints. due to an existence of service point that is not optimal. This study aims to measure the quality of existing services to see service points that need to be improved using a Service Quality approach to see the gap between customer perceptions and expectations. To gain a deeper understanding, the HWWP Refined Kano approach is used to determine the potential added value of each service attribute. Both approaches are carried out by surveying HSI service customers. The results of the survey were then mapped using the Importance-Performance Analysis (IPA) and Importance-Value Added Analysis (IV-A) matrix. Based on the results, it is found that there are three service attributes that must be prioritized for improvement. Service attributes were improved using the TRIZ approach which was adapted for the service sector. The results of this service improvement resulted in 4 suggestions, namely the delivery of information on the optimal use of the cable internet system, the delivery of information on the limitations of wireless internet, automatic locking system on customer capacity data, and checking OLT and ODP points periodically. This research also proposed a development suggestion, namely the development of new services that can work optimal using the wireless internet.