ANALISIS PENGARUH KUALITAS LAYANAN JASA INTERNET PROVIDER TERHADAP KEPUASAN PELANGGAN

Abstract

This study aimed to search the influence of service quality toward customers’ satisfaction on Internet Service Provider (ISP) B-Net Palembang. This research is a case study. Data collecting was done by disseminating questionnaires to 128 respondents as the users of the service B-Net ISP service in Palembang. To obtain the sample, census technique was applied. After the questionnaires were completed by respondents, data analysis was conducted using quantitative and qualitative methods or discussion. The result of the analysis showed that the respondents’ perception was positive. They thought that the quality of services given by B-Net ISP Palembang was good enough. In fact, there were still some aspects that needed improving, particularly the ones concening the dimensions of reliability such as attitudes and employee services provided by ISP B - Net Palembang, assurence dimension namely, employees’ competence of B-Net ISP Palembang, and emphaty dimension, that is, the employees’ ability of B-Net ISP Palembang to understand customers’ needs. Meanwhile, the respondents' expectation revealed that almost all dimensions of the internet services provided by ISP Palembang B-Net were important to improve and develop continually in order to further increase customers’ satisfaction. Consumers were generally satisfied with the products or services offered and even they recommended to others.