PERANCANGAN PERBAIKAN PROSES PELAYANAN PASCA PENJUALAN PRODUK Y DI PT XYZ

• Main Author: Apriliano, Irfandy
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/65465
• Institution: Institut Teknologi Bandung

n a company that produces a product or service, it is very important to prioritize customer satisfaction which can increase customer loyalty and increase sales of the product or service. To increase customer satisfaction, something that is commonly provided by companies to their customers is a post-sales service. Post-sales service is a service process that can be provided by the company after the customer buys a product or subscribes to a service with the aim of making products and services run well in the future so that it will lead to customer satisfaction. Post-sales service is provided with the aim of making products and services run well in the future so that it will lead to customer satisfaction. In the current condition, PT XYZ receives complaints from customers of product Y such as network disturbances (80%-83%). With the existence of problems in some parts of the service a reliability of the service provider that causes customer dissatisfaction. The research conducted by the author aims to make improvements by evaluating the quality of existing services. Assessment of service quality is measured using the attributes of telecommunication services which were developed based on 5 dimensions of service quality by Zeithaml et al. (2017) and service attributes by Ngwenya (2017). The assessment was carried out by distributing questionnaires to PT XYZ's customers. In addition to quality assessment, questionnaires are used to obtain data on the importance and classification of KANO which will be used as data for the KANO refined IV-A matrix mapping. Based on this mapping, there are 5 attributes of telecommunication services that must be prioritized for repairs, namely internet service network disturbances on average rarely occur, internet service speed is stable on average, in the MyY application Customers can refresh the internet network independently, the MyY application can help if there is a problem with the internet network and the MyY application displays all information related to interference with the internet network. By using several additional methods, namely customer journey maps, wireframes and product requirement documents, several suggestions were obtained for the improvement of these 5 attributes, namely Development of troubleshooting features, Development of FAQ and Chat Bot features, Development of Service Status, Development of network conditions and evaluating each new service installation.