Analisis Kepuasan Pelanggan Atas Kualitas Pelayanan Blackberry Internet Service Provider Telkomsel (Studi Kasus Pada 100 Pengguna Blackberry Internet Service Provider Telkomsel di Kota Semarang)

Abstract

Telkomsel is one of the service providers who provide the Blackberry Internet Service. This
provider has the largest market share in Indonesia. However, the problem that arises is still the presence
of some customer complaints who use the service pack. The purpose of this study is to determine how
much the customer satisfaction value toward quality of services in addition to Blackberry Internet
Service. This study was conducted to 100 Blackberry Internet Service users in the Semarang city. Using a
quota sampling technique. The results showed overall satisfaction score is 3.63 it can be concluded that
the Blackberry Internet Service users in the Semarang city is quite satisfied with the performance
obtained, however, Telkomsel still need to fix the attributes performance score because is still low, the
attributes contained the Cartesius chart quadrant A.