EVALUASI KEPUASAN PENGGUNA TERHADAP RESPON CEPAT TANGGAP LAYANAN APLIKASI MOBILE MYINDIHOME BERDASARKAN KOMBINASI METODE SERVQUAL DAN METODE WEBQUAL
DOI:
https://doi.org/10.33020/saintekom.v10i2.99Abstract
Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile myindihome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran kepuasan pengguna terhadap respon cepat tanggap layanan menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen webqual 4.0 mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. Adapun penelitian ini diharapkan dapat memberi gambaran kepuasan pengguna sekaligus menjadi masukan bagi pihak penyedia layanan dalam mengembangkan strategi selanjutnya.
Downloads
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2020 Jurnal SAINTEKOM
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Copyright :
By submitting manuscripts to Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen, the author agrees with this policy. No specific document approval is required.
- The copyright in each article belongs to the author.
- Authors retain all their rights to the published work, not limited to the rights set forth in this page.
- Authors acknowledge that Saintekom Journal: Science, Technology, Computers and Management as the first to publish under the Creative Commons Attribution 4.0 International license (CC BY-SA).
- The author may submit the paper separately, arrange for non-exclusive distribution of the manuscript that has been published in this journal into other versions (e.g. sent to the author's institutional respository, publication into a book, etc.), by acknowledging that the manuscript has been first published Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen;
- The author warrants that the article is original, written by the named author, has not been previously published, contains no unlawful statements, does not infringe the rights of others, is subject to copyright exclusively held by the author.
- If the article is jointly prepared by more than one author, each author submitting the manuscript warrants that he or she has been authorized by all co-authors to agree to copyright and license notices (agreements) on their behalf, and agrees to inform co-authors of the terms of this policy. Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen will not be held liable for anything that may arise due to internal author disputes.
Lisensi :
Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen is published under the terms of the Creative Commons Attribution 4.0 International License (CC BY-SA). This license permits anyone to:.
- Share - copy and redistribute this material in any form or format;
- Adaptation - modify, alter, and create derivatives of this material for any purpose.
- Attribution - you must give appropriate credit, include a link to the license, and state that changes have been made. You may do this in any appropriate manner, but it does not imply that the licensor endorses you or your use.
- Similar Sharing - If you modify, alter, or create a derivative of this material, you must distribute your contribution under the same license as the original material.
