Analysis of Customer Satisfaction Towards Internet Network Services Quality of XL Axiata During Covid-19 Pandemic in West Java

Authors : Muhammad Hilman; Dadang Gunawan

Volume/Issue : Volume 7 - 2022, Issue 12 - December

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Customer satisfaction is the most important thing for service providers, such as mobile operators. Where customer satisfaction is the result of how the quality of service providers are provided to customers. The purpose of this study is to analyze the level of customer satisfaction with the quality of XL Axiata internet network services in the West Java region during the Covid-19 pandemic and to find out whether there are things from the quality of internet network services provided by XL Axiata that need to be improved from the results of customer assessment. This type of research is descriptive research with a quantitative approach. The method used to determine customer satisfaction uses the SERVQUAL and Importance-Performance Analysis (IPA) methods to determine the characteristics of the quality of services provided by XL Axiata. Data collection used a questionnaire distributed to XL Axiata internet network subscribers in West Java with a sample of 400 people. The result of this study is that the level of customer satisfaction is at a moderate level which means that customers are quite satisfied with the quality of XL Axiata internet network services in West Java during the Covid19 pandemic, and it is necessary to improve service quality based on the analysis that has been carried out.

Keywords : Customer Satisfaction; Service Quality; Internet Network; Importance-Performance Analysis (IPA); West Java.


Paper Submission Last Date
31 - March - 2023

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