Analysis of the Quality of Call Center Project Kartu Prakerja Services at Mitracomm Ekasarana to the Satisfaction of Participants Using Servqual and Importance-Performance Analysis (IPA) Methods

Authors : Komariah; Erry Rimawan; Eka Lestari; Ening Handayani

Volume/Issue : Volume 6 - 2021, Issue 8 - August

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In general, a telecommunication outsourcing company provides a facility for customers to communicate directly or indirectly with customer service in the company. The service development strategy provided by Mitracomm Ekasarana is by telephone or Call Center against pre-employment projects formed to make it easier for the general public to be complacency against constraints as for research objectives, how the level of quality of call center services of pre-employment projects, and how participants satisfaction with the paying call center complaints of pre-employment cards. This study uses the Service Quality analysis method from the questionnaire results given to the pre-employment card project participants to determine the GAP value between the participants' perception and expectations of service attributes and perceived satisfaction levels and Importance and Performance Analysis analysis methods to determine the category of an attribute. It can determine the priorities that must be improved to improve participant satisfaction. The result of the study is that the quality of services provided by the call center of the pre-employment project has not met participants' expectations because the quality value (Q) calculated ≤ 1. Of the five dimensions, an enormous service quality value in the tangible dimension is 0.766, and the smallest is the reliability dimension quality value of 0.769. The average quality of service in every dimension is 0.8. Moreover, the conclusion produced is on the cartesian diagram IPA attributes that become the main priority for improvement that is the overall attributes contained in quadrant A, namely the ease of access to call center services, can be accessed anywhere, can be contacted 12 hours, provide apologies and knowledge and professionalism of call center officers

Keywords : Call Center; GAP; Service Quality; Importance and Performance


Paper Submission Last Date
31 - May - 2022

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