ANALISA KEPUASAN PELANGGAN TERHADAP KUALITAS JARINGAN PT. TELKOMSEL BERDASARKAN METODA QUALITY FUNCTION DEPLOYMENT DI KOTA CIREBON

Main Authors: , Dona Saputra, , Dr. Bernardinus Maria Purwanto, MBA., Ph.D.
Format: Thesis NonPeerReviewed
Terbitan: [Yogyakarta] : Universitas Gadjah Mada , 2012
Subjects:
ETD
Online Access: https://repository.ugm.ac.id/99600/
http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55789
Daftar Isi:
  • Strong competition among telecommunication operators make the need to create innovation to be able to survive and be advanced from the other competitors. To be an advance company, the company must understand what their consumer need. So that their consumer will never have an option to choose other competitorâ��s services and products, because the services and products that the companyâ��s overed already fulfilled their needs. Quality Function Deployment or known as QFD is a method we use to listen the voice of customer and at the end, is being able to apply the consumerâ��s voice into engineering parameter in designing products and services. QFD method is tried to be implemented in Telkomsel at Cirebon to know customer satisfaction about the Telkomsel network and compare it with XL. This research is using Quality Function Deployment method until second stage by examining the satisfaction product attribute, the consumer interest, and engineering parameter and requirements process. This research found that 8 consumer interests attribute, 14 engineering parameter (QFD first stage) and 20 requirements process (QFD second stage). There are three requirement processes that need to be concerned by Telkomsel for further development priority. Those three processes are increasing the channel capacity, reducing transmission frequency interference and optimizing the sectoral antennaâ��s tilt. The order of this priorities should become a guideline for Telkomsel in improving the network service to match consumer expectation.