Peningkatan Kualitas Pelayanan Indibiz dengan Menggunakan Integrasi Metode ServQual dan Model Kano di PT. Telkom Pematangsiantar

Abstract

Indibiz is a product of PT. Telkom Indonesia is here as an innovative solution to meet internet access needs with connectivity support for company development in this digital era. Indibiz's service quality is below customer expectations. Despite a significant increase in the number of internet users, the company received many negative complaints regarding the quality of services provided. The aim of this research is to analyze services at PT. Telkom also strives to increase customer satisfaction. The ServQual method is used to identify gaps between performance and customer expectations regarding the quality of services provided, while the Kano model is used to categorize service attributes based on their impact on customer satisfaction. The data obtained was analyzed to determine attributes in the strong category, namely, service administration procedures that make it easier for customers, services provided according to what is offered, billing according to service usage and employees prioritizing customer interests, these attributes have a positive NKP (Customer Interest Value) and has the meaning of meeting customer expectations. Attributes in the weak category are, cleanliness, tidiness and politeness of employees, delivery of services quickly, accepting criticism and suggestions, correcting complaints quickly, minimizing the risk of bad service and employees providing the same service, these attributes have a negative NKP value and means it needs to be improved. Recommendations for improvement are focused on attributes in one-dimensional categories such as services provided according to what is offered, billing according to service usage, delivery of services quickly, accepting customer criticism and suggestions, making improvements to complaints quickly and accurately, and employees being serious. really prioritizes customer interests, which has the highest gap value of 0.34. Implementation of these recommendations is expected to reduce the gap between customer expectations and perceptions, as well as improve the quality of Indibiz services. The results of this research provide strategic guidance for companies in efforts to improve the quality of Indibiz services, so that they are able to meet and exceed customer expectations.