Studi kepuasan pelanggan terhadap kualitas layanan pitalebar pada jaringan bergerak seluler [The study of subscriber satisfaction on quality of broadband service on cellular mobile network]
Article Sidebar
Read Counter : 588
Download : 474
Main Article Content
Abstract
Teknologi telekomunikasi seluler terus berevolusi. Dimulai dari teknologi seluler generasi pertama (1G) yang berbasis teknologi analog, kini kita dapat menikmat layanan pitalebar nirkabel berbasis teknologi seluler generasi keempat (4G). Studi ini dilakukan untuk mengukur kepuasan pelanggan terhadap kualitas layanan pitalebar pada jaringan bergerak (mobile) baik kualitas layanan yang bersifat teknis maupun non-teknis, dengan cara menyebarkan kuesioner kepada pelanggan 3G dan 4G di 12 lokasi survei. Analisis dilakukan dengan menggunakan indeks kepuasan konsumen dan analisis kepentingan dan kinerja. Hasil analisis menunjukkan bahwa pada umumnya pelanggan puas dengan kualitas layanan data yang diberikan oleh pihak penyedia layanan. Namun demikian, masih diperlukan perbaikan-perbaikan mengingat indeks kepuasan konsumen lebih mendekati batas bawah dari kategori puas tersebut. Berdasarkan hasil analisis kepentingan dan kinerja terhadap diketahui bahwa pada skala 5(lima), rata-rata tingkat kepentingan dan kinerja untuk semua parameter kualitas layanan berturut-turut sebesar 4,04 dan 3,43. Terdapat dua parameter masuk kuadran tingkatkan kinerja, empat parameter berada di kuadran pertahankan kinerja, dua parameter memiliki kinerja yang dianggap berlebihan dan sisanya yaitu dua parameter masuk dalam kategori prioritas rendah. Penyedia layanan harus memprioritaskan perbaikan pada parameter-parameter yang masuk dalam kategori tingkatkan kinerja, yaitu kehandalan jaringan dan kecepatan perbaikan jaringan ketika jaringan mengalami gangguan.
*****
Mobile telecommunications technology continues to evolve. Starting from the first-generation mobile technology (1G), we are now able to enjoy wireless broadband service based on fourth-generation cellular technology (4G). This study was conducted to measure customer satisfaction against quality of service (QoS) parameters of broadband on mobile networks, including technical QoS as well as non-technical QoS. Data collection was done by distributing questionnaires to customers of 3G and 4G in 12 survey locations. Analyses were performed using customer satisfaction index (CSI) and importance and performance analysis (IPA). The results show that, overall, customers are satisfied with the quality of service from the service providers. However, improvements are still required given that the customer satisfaction index is closer to the lower limit of the satisfying category. Based on the importance and performance analysis it is known that on a scale of 5, the average level of importance and performance for all quality of service parameters are 4.04 and 3.43 respectively. There are two parameters included in the category of concentrate here, four parameters categorized as keep up the good work, two parameters considered as possible overkill and the remaining two parameters are categorized as low priority. Service providers should prioritize improvements on parameters that are included in the category of contcentrate here, namely network reliability and promptness in repairing impaired network.
Article Details
Authors who publish with this journal agree to the following terms:
- Copyright on any article is retained by the author(s).
- Author grant the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
- The article and any associated published material is distributed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
References
Ariansyah, K. (2013). Kualitas Pelayanan Internal Direktorat Jenderal Sumber Daya Dan Perangkat Pos Dan Informatika. Buletin Pos dan Telekomunikasi, 11(3), 209–222. https://doi.org/10.17933/bpostel.2013.110303
Aziz, A. (2013). Pengukuran Kualitas Layanan Pengujian Perangkat Di Balai Besar Pengujian Perangkat Telekomunikasi. Buletin Pos dan Telekomunikasi, 11(2), 109–120. https://doi.org/10.17933/bpostel.2013.110202
Budiono, F. L. (2013). Persepsi dan Harapan Pengguna terhadap Kualitas Layanan Data pada Smartphone di Jakarta. Buletin Pos Dan Telekomunikasi, 11(2), 93–108.
Chandrawatisma, C., & Sukardi. (2010). Analisis Tingkat Kepuasan Pelanggan terhadap Produk Corned Pronas Produksi PT CIP, Denpasar Bali. Jurnal Teknologi Industri Pertanian, 18(2), 106–117.
Chen, Y., Wu, K., & Zhang, Q. (2015). From QoS to QoE: A Tutorial on Video Quality Assessment. IEEE Communications Surveys Tutorials, 17(2), 1126–1165. https://doi.org/10.1109/COMST.2014.2363139
Chen, Y.-C., & Lin, S. (2013). Applying Importance-Performance An alysis for Improving Internal Marketing of Hospital Management in Taiwan. International Business Research, 6(4), 45–54.
Eboli, L., & Mazzulla, G. (2009). A New Customer Satisfaction Index for Evaluating Transit Service Quality. Journal of Public Transportation, 12(3), 21–37.
ETSI. (2011a). ETSI TS 102 250-1 V2.2.1 : Speech and multimedia Transmission Quality (STQ); QoS aspects for popular services in mobile networks; Part 1: Assessment of Quality of Service. Retrieved 1 November 2016, from http://www.etsi.org/deliver/etsi_ts/102200_102299/10225001/02.02.01_60/ts_10225001v020201p.pdf
ETSI. (2011b). ETSI TS 102 250-2 V2.2.1 : Speech and multimedia Transmission Quality (STQ); QoS aspects for popular services in mobile networks; Part 2: Definition of Quality of Service parameters and their computation. Retrieved 1 November 2016, from http://www.etsi.org/deliver/etsi_ts/102200_102299/10225001/02.02.01_60/ts_10225001v020201p.pdf
ITU-D. (2015). Mobile-cellular subscriptions. Retrieved 11 November 2015, from http://www.itu.int/en/ITU-D/Statistics/Documents/statistics/2016/Mobile_cellular_2000-2015.xls
Ndungu, K., & Francis, K. (2014). A review of customer satisfaction models and a proposed business genetic code. European Scientific Journal, 10(28), 169–182.
Oktaviani, N. (2015). Analisis tingkat kepuasan pelanggan terhadap layanan internet Telkomsel simpati loop (studi kasus telkomsel kota Palembang). Presented at the Seminar Nasional Inovasi dan Tren (SNIT) 2015, PPPM BSI. Retrieved from http://lppm.bsi.ac.id/SNIT2015/BidangA/A13_80-83_2015-SNIT_NiaOktaviani_ANALISIS%20TINGKAT%20KEPUASAN%20PELANGGAN.pdf
Pezeshki, V., Mousavi, A., & Grant, S. (2009). Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry. Measuring Business Excellence, 13(1), 82–92. https://doi.org/10.1108/13683040910943072
PTA. (2014). Broadband Quality of Service Standard. Retrieved 11 November 2016, from http://www.pta.gov.pk/bb_qos_regs_2014.pdf
Sabina Barakovi, & Skorin-kapov, L. (2013). Survey and Challenges of QoE Management Issues in Wireless Networks, 2013. https://doi.org/10.1155/2013/165146
Sanjaya, I. (2012). Analisis Perbandingan Kualitas Pengalaman dengan Standar Kualitas Layanan bagi Pelanggan Seluler. Buletin Pos Dan Telekomunikasi, 10(1), 23–34. https://doi.org/10.17933/bpostel.2012.100103
Setiawan, B. (2014). Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product. ASEAN Marketing Journal, 6(1), 15–24. https://doi.org/10.21002/amj.v6i1.3609
Ulum. (2007). Panduan Survei Kepuasan Konsumen. Jakarta: PT. Sucofindo.
Wong, M. S., Hideki, N., & George, P. (2011). The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services. Journal of Theoretical and Applied Electronic Commerce Research, 6(2), 17–30.