Kualitas Pelayanan Keluhan IndiHome Telkom Regional IV Jateng dan D.I.Y Menurut Pelanggan IndiHome di Kota Semarang

Abstract

As a company that move in telecommunications Telkom Regional IV of Central Java and D.I.Y especially IndiHome found many obstacles in his work of their users his services. There are also found obstacles that make customers was disappointed by the services provided by indihome so that arise complaints from customers . To comment on this this research want to know about the indihome telkom regional iv central java and d.i.y related to the quality and service. A theory that used in this research using there are 5 dimensions main as the best the quality of services, according to Zeithaml, Berries, and Parasuraman was quoted as saying by Tjiptono (2009:14), tangibels, reliability, responsiveness, assurance, and empathy. This research uses the method descriptive quantitative with instrument data the questionnaire .Techniques use in this research was purposive sampling from 40 respondents customers IndiHome. The result showed that overall quality of services complaints indihome telkom regional iv Central Java and D.I.Y show : Reliability 60 % , Responsiveness 55 %, Assurance 85 %, Tangibels 65 %, the percentage data from the research show that quality of services complaints IndiHome Telkom Regional iv and D.I.Y Central Java, both in the reliability, responsiveness, assurance and tangibels, all figures show the percentage the quality of being high. Thus officers IndiHome Telkom Regional IV Central Java and D.I.Y of the considered respondents are simply be in high percentage. While in terms of empathy just the percentage of 50 % , this figure can be interpreted relatively officers enough empathize with a customer complaints.