Teori Servqual dan Customer Satisfaction: Studi Kepuasan Pengguna Layanan Wifi.id Corner
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Published:
Dec 31, 2022
Keywords:
customer satisfaction, wifi.id corner, servqual
Main Article Content
Abstract
For a company, it is important to know the satisfaction of the users of the services that have been provided. The wifi.id corner service has many users, so it is important to know the satisfaction of users of this service because it is one of the parameters for the success of a public service. In this study, the servqual model consisting of 5 dimensions is used, namely tangibles, reliability, responsiveness, assurance, and empathy. Meanwhile, for customer satisfaction in this study, it refers to product quality, service quality, emotional factors, price, cost, and convenience. The purpose of this research is to determine the experience of wifi.id corner users by testing it using the servqual theory, and to know the expectations of users regarding their perception of wifi.id corner. The results of this study indicate that the gap analysis conducted shows that wifi.id corner available in Jambi City does not meet the expectations and standards set in the servqual theory. Therefore, overall, users consider that the wifi.id corner service has not been able to provide satisfaction to customers. In addition, positive value is given by service users towards the respondents' expectations for wifi.id corner service. This indicates that the five dimensions of service quality are considered important by service users.
Article Details
How to Cite
Hermizahadiwidastra, H., & Syamsuar, D. (2022). Teori Servqual dan Customer Satisfaction: Studi Kepuasan Pengguna Layanan Wifi.id Corner. JUSIFO (Jurnal Sistem Informasi), 8(2), 61-70. https://doi.org/10.19109/jusifo.v8i2.11989
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How to Cite
Hermizahadiwidastra, H., & Syamsuar, D. (2022). Teori Servqual dan Customer Satisfaction: Studi Kepuasan Pengguna Layanan Wifi.id Corner. JUSIFO (Jurnal Sistem Informasi), 8(2), 61-70. https://doi.org/10.19109/jusifo.v8i2.11989
References
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Thakkar, J. J. (2020). Applications of Structural Equation Modelling with AMOS 21, IBM SPSS. In Studies in Systems, Decision and Control (Vol. 285, pp. 35–89). Springer. https://doi.org/10.1007/978-981-15-3793-6_4/COVER
Alimansyah, A., Lipneldi, L., & Dian, F. (2017). Analisis tingkat kepuasan pelanggan indihome pt telkom kota bengkulu. Jurnal Ilmiah Dinamika Sosial, 1(2), 120–126. https://journal.undiknas.ac.id/index.php/fisip/article/view/198
Anwarudin, A., Fadlil, A., & Yudhana, A. (2022). Analisis kualitas layanan sistem informasi akademik simak dengan pendekatan e-servqual gap. RESISTOR (Elektronika Kendali Telekomunikasi Tenaga Listrik Komputer), 5(1), 85–96. https://doi.org/10.24853/RESISTOR.5.1.85-96
Asmara, Y., & Ratnasari, V. (2016). Analisis kepuasan dan loyalitas pengunjung terhadap pelayanan di kawasan wisata goa selomangleng kota kediri dengan pendekatan structural equation modeling. Jurnal Sains Dan Seni ITS, 5(2), 181–186. https://ejurnal.its.ac.id/index.php/sains_seni/article/view/16536
Chasanatussalma, A., & Sidauruk, A. (2022). Implementasi profile matching dan gap pada website penerimaan karyawan baru pt cebong payment. Jurnal Teknik Komputer, 8(2), 147–155. https://ejournal.bsi.ac.id/ejurnal/index.php/jtk/article/view/12827
Fahreza, F., Karnowahadi, K., & Suwardi, S. (2018). The influence of price, product, quality, and service quality on cotumers’ satisfaction at telkom semarang wifi corner. JOBS (Jurnal Of Business Studies), 4(1), 65–80. https://jurnal.polines.ac.id/index.php/jobs/article/view/1490
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality and Reliability Management, 35(8), 1546–1567. https://doi.org/10.1108/IJQRM-01-2017-0008/FULL/XML
Harianja, R. P., Amani, H., & Sagita, B. H. (2018). Analisis kebutuhan layanan indihome pt telekomunikasi indonesia di sto tegalega menggunakan integrasi service quality dan model kano. EProceedings of Engineering, 5(3). https://openlibrarypublications.telkomuniversity.ac.id/index.php/engineering/article/view/7802
Hermansyah, H., Veza, O., & Hernuning, N. (2020). Analisis tingkat kepuasan pelanggan terhadap pelayanan online shop gic. Jurnal Industri Kreatif (JIK), 4(1), 37–44. https://doi.org/10.36352/JIK.V4I01.56
Ibrahim, M., & Thawil, S. M. (2019). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://www.researchgate.net/publication/335105877_PENGARUH_KUALITAS_PRODUK_DAN_KUALITAS_PELAYANAN_TERHADAP_KEPUASAN_KONSUMEN
Irawan, B. (2020). Analisis tingkat kepuasan pasien terhadap mutu pelayanan rumah sakit berdasarkan metode service quality (servqual). Jurnal Keperawatan Dan Fisioterapi (JKF), 3(1), 58–64. https://doi.org/10.35451/JKF.V3I1.522
Nareswari, M. M., & Prasetio, A. (2016). Analisis kepuasan pemakai layanan wifi.id pada wifi.id corner di kota bandung. EProceedings of Management, 3(2), 1041–1046. https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/view/1604
Pambudi, W. B. R. (2016). Perbaikan kualitas pelayanan internet pt xyz dengan menggunakan service quality dan model kano [Universitas Telkom]. https://repository.telkomuniversity.ac.id/home/catalog/id/121834/slug/perbaikan-kualitas-pelayanan-internet-pt-xyz-dengan-menggunakan-service-quality-dan-model-kano.html
Peitzika, E., Chatzi, S., & Kissa, D. (2020). Service quality expectations in the fitness center context: a validation of the expectations component of the servqual scale in greece. Services Marketing Quarterly, 41(2), 89–104. https://doi.org/10.1080/15332969.2020.1742977
Pelealu, D. R. (2021). Analisis customer loyality yang diprediksi oleh servqual, service innovation dan brand image melalui customer satisfaction. REVITALISASI : Jurnal Ilmu Manajemen, 10(1), 141–156. https://doi.org/10.32503/REVITALISASI.V10I1.1731
Pradana, F. I. H., & Rochmoeljati, R. (2021). Analisa peningkatan pelayanan pembelajaran daring (online) dengan implementasi metode service quality (servqual) dan importance performance analysis (ipa) di sma negeri 3 tuban. Juminten: Jurnal Manajemen Industri Dan Teknologi, 2(1), 156–167. https://doi.org/10.33005/JUMINTEN.V2I1.224
Putera, J. M. Z. (2017). Analisis pengarug kualitas layanan terhadap kepuasan pengguna wifi corner di pt telkom cabang sumenep. Jurnal Pendidikan Tata Niaga (JPTN), 5(2). https://ejournal.unesa.ac.id/index.php/jptn/article/view/21713
Ritzkal, R., & Rachmawati, R. F. (2022). Analisis gap evaluasi kualitas sistem e-learning di universitas ibn khaldun bogor. Indonesian Journal of Electronics and Instrumentation Systems (IJEIS, 12(1), 47–56. https://journal.ugm.ac.id/ijeis/article/view/72631/33695
Septiani, Y., Aribbe, E., & Diansyah, R. (2020). Analisis kualitas layanan sistem informasi akademik universitas abdurrab terhadap kepuasan pengguna menggunakan metode sevqual. Jurnal Teknologi Dan Open Source, 3(1), 131–143. https://doi.org/10.36378/JTOS.V3I1.560
Siregar, S. D., & Suliantoro, H. (2019). Meningkatkan kepuasan pelanggan terhadap kualitas layanan wifi id dengan metode service quality (studi kasus pt telkom indonesia regional 1 sumatera). Industrial Engineering Online Journal, 7(4). https://ejournal3.undip.ac.id/index.php/ieoj/article/view/23044
Suliantoro, H., & Aisy, N. R. (2019). Analisis kepuasan pelanggan widi id corner dengan metode service quality dan quality function deployment pada wilayah usaha telekomunikasi pt telekomunikasi indonesia. tbk. tangerang. Industrial Engineering Online Journal, 8(3), 343–354. https://ejournal3.undip.ac.id/index.php/ieoj/article/view/24307
Thakkar, J. J. (2020). Applications of Structural Equation Modelling with AMOS 21, IBM SPSS. In Studies in Systems, Decision and Control (Vol. 285, pp. 35–89). Springer. https://doi.org/10.1007/978-981-15-3793-6_4/COVER