#TITLE_ALTERNATIVE#

• Main Author: Mustafidz Rerimassie (NIM 190 04 037), Razzy
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6650
• Institution: Institut Teknologi Bandung

Abstract : <br /> <br /> <br /> <br /> <br /> The main objective of service company is simply to maintain its customer to always have its service increasingly used by larger number of customers. Accordingly, company must have the knowledge about their service quality perceived by their customers. They have to know their customer expectation and their customer perception about the service. Customer judgments may vary immeasurably. Therefore the measurement of service quality takes a big role for company to have a reliable service quality measurement. Based on that measurement, a company will have some knowledge about which parts of service are considered in bad performance and which part of services are considered in good performance, so that company will have clear improvement plan and strategies to increase their service at the time. As a firm that provides internet connection for customers, Telkom Speedy is expected to have some reliable measurement of their internet service and also as a new emerging service introduced at 2006, Telkom Speedy supposed to have an initial service quality research. The framework of measurement of service quality has been introduced kindly throughout the companies by many researchers. This research is going to find service quality of Telkom Speedy by determining all service encounters considered as building blocks for customer perceptions. Then research will configure the selected service encounter at SERVQUAL score assessment technique contained with five dimensions of service quality (physical evidence, reliability, responsiveness, assurance, and empathy). This technique will show the level of customer gap occurred at each dimensions and customer gap at each service encounter. The result will be analyzed and considered as the factors that caused the customer gap of Telkom Speedy. In the end, the result will be useful for developing some recommendations related to service quality improvement at each service quality dimension. <br />