Penerapan Metode Servqual dan Metode Eucs dalam Mengevaluasi Kepuasan Pelanggan dan Kualitas Layanan Teknologi Informasi Pengguna Jasa Internet Service Provider (Studi Kasus pada PT. Platinum Citra Indonesia, Tangerang)

Authors

  • Petricia Oktavia Universitas Pamulang

DOI:

https://doi.org/10.32493/informatika.v1i2.1471

Keywords:

Internet, Internet Service Provider, SERVQUAL, EUCS

Abstract

Internet menjadi salah satu cara untuk mendapatkan informasi dalam era teknologi informasi saat ini. Peningkatan jumlah pengguna internet pada tahun 2012 terpaparkan hingga mencapai 2 miliar di seluruh dunia, hal ini membuka kemungkinan untuk salah satu dari bisnis potensial dalam berkaitan dengan perkembangan tersebut yakni Perusahaan Jasa Penyedia Layanan Internet atau dikenal Internet Service Provider (ISP). ISP sebagai bisnis distribusi internet ini menggunakan layanan jasa terkait dimensi pelanggan dengan karyawan perusahaan dan dimensi pelanggan dengan sistem bisnis ISP. untuk menjaga hubungan antar pelanggannya perlu dilakukan peningkatan mutu dan kualitas layanan jasa nya. Dalam rangka peningkatan mutu dan kualitas maka perlu dilakukan evaluasi terhadap kualitas layanan pelanggan atas kepuasan penggunaan jasa service internet. Evaluasi tingkat kepuasan pelanggan jasa service internet sebagai salah satu cara mengukur kualitas layanan dari perusahaan ISP. Dalam penelitian ini ditengahkan mengenai evaluasi tingkat kepuasan layanan teknologi informasi pengguna jasa internet service provider dengan menggunakan metode SERVQUAL (Service Quality) untuk mengukur tingkat kualitas layanan yang sudah sampai kepada pelanggan serta metode EUCS (End User Computing Satisfaction) untuk mengukur tingkat kualitas kepuasan pelanggan sebagai end user dalam layanan teknologi informasi. Variabel dimensi untuk metode SERVQUAL yang digunakan dalam penelitian adalah Responssiveness (Kesigapan), Creadibility (Kredibilitas), Reliability (Reliabilitas), Access (Akses), Assurances (Jaminan), Emphaty (Empati), Tangibles (Tampilan Berwujud). Dimensi EUCS adalah Content (Isi Layanan), Accuracy (Keakuratan), Format (Format), Ease of Use (Kemudahan), Satisfaction system speed (Kepuasan kecepatan sistem).

Author Biography

Petricia Oktavia, Universitas Pamulang

Received A.Md. (Associate Degree) in Electronic Engineering from Polytechnic of Brawijaya University, Malang, S.T. (Bachelor Degree) in Informatics Engineering from Mercu Buana University, Jakarta, and M.Kom (Master Degree) in Software Engineering from STMIK ERESHA, Jakarta. He is a lecturer at Informatics Engineering, Pamulang University. His current research interests include software engineering, intelligent systems, and machine learning.

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Published

2016-12-30

Issue

Vol. 1 No. 2 (2016): JURNAL INFORMATIKA UNIVERSITAS PAMULANG

Section

Article

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