The Effect Of Radio Frequency Spectrum Licensing Service Quality On User Satisfaction In East Java: IPA Analysis And Top Two Box
DOI:
https://doi.org/10.59141/jist.v4i8.678Keywords:
Customer Satisfaction Index, Top Two Boxes, Gap Analysis, Radio Frequency Spectrum.Abstract
Hall Monitor SFR Class I Surabaya is a Technical Implementation Unit in charge of supervising and controlling the use of SFR. To determine customer satisfaction with SFR licensing services, research was conducted where the measurement of the satisfaction index was based on 9 indicators, namely Requirements, Service Procedures, Time to Complete, Ease of Payment of Tariffs, Products, Competence of Implementers, Behavior of Implementers, Handling Complaints, Infrastructure. The analysis used to measure satisfaction is the Top Two Boxes Analysis and Importance Performance Analysis methods. Based on the results of the analysis, it was concluded that the Service Satisfaction Index value was 90.84 with service quality A (very good). The results of the IPA 2 indicators must be considered and improved by Balmon Surabaya related to factors that affect customer satisfaction with SFR licensing services. These factors are Complaint Handling and Infrastructure.
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Dewi Rosiyana Umami
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
