KEPUASAN PELANGGAN TERHADAP PEMBELIAN PRODUK INTERNET DENGAN PENDEKATAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (Studi Kasus PT. Telkom Witel Lampung)

Abstract

This research was conducted to find out how customer satisfaction is with Indihome Bandar Lampung internet products. The type of research conducted was qualitative by distributing questionnaires to Indihome customers to find out how satisfied they were with purchasing Indihome products. From the results of questionnaires to informants about customer satisfaction with indihome internet products including the dimensions of Assurance, Reliability, Tangibles, Empathy, and Responsiveness, there are several things that have been very well done by the company, namely the ability of employees to answer questions, speed of installation, ease of finding information, ease of contacting customer service, the company understands customer needs, and speed in solving problems. With the Importance Performance Analysis (IPA) analysis, the authors suggest that there are 10 things that must be improved in the future, namely courtesy in serving customers, the ability to explain products, treating customers with attention to price compatibility with product quality, internet speed, employee appearance, waiting room convenience, ease of making payments, prioritizing customer interests and speed of service. Some of these things must be improved by the company so that customers will be very satisfied in the future.