ANALYSIS OF CUSTOMER SATISFACTION AND PROPOSED IMPROVEMENTS IN THE INDONESIAN DIGITAL HOME (INDIHOME) FIBER INTERNET SERVICE INDUSTRY USING SERVQUAL AND TRIZ CONTRADICTION MATRIX METHODS

Abstract

PT. Telekomunikasi Indonesia Tbk with Indonesian Digital Home (IndiHome) as one of its products is Internet service companies in Indonesia with the largest number of customers. However, the excellence of IndiHome is only its network ability in reaching almost all regions, yet the quality of the internet and the services provided were judged to be deteriorating and does not meet the customer expectations. A study is needed to be conducted to identify the level of customer satisfaction, service attributes need to be improved and improvement proposal can be given so that customer satisfaction is achieved. Purposive sampling is used to take 100 samples who have or are currently subscribing to IndiHome fiber internet in the Special Region of Yogyakarta by using a questionnaire. The variables used in the questionnaire are based on five service dimensions which are tangible, reliability, responsiveness, assurance and empathy. All surveyed indicators have negative servqual values which means that customer satisfaction has not been achieved. The average servqual value of all indicators is -0.819 and -0.816 for the average servqual value of all variables. The main priority that must be fixed is the stability of Indihome's service. Using contradiction matrix, 3 TRIZ principles are defined as a proposed improvement need to be implemented