Authors :
Muhammad Hilman; Dadang Gunawan
Volume/Issue :
Volume 7 - 2022, Issue 12 - December
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3iibVvq
DOI :
https://doi.org/10.5281/zenodo.7505040
Abstract :
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.
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.
