1. Home
  2. Vol 13, No 2
  3. Akbar

Penerapan Metode Service Quality Dalam Pengukuran Kualitas Layanan PT. Lintas Jaringan Nusantara

Ahmad Akbar(1*),Diana Diana(2)
(1) Universitas Bina Darma
(2) Universitas Bina Darma
(*) Corresponding Author
DOI : 10.35889/jutisi.v13i2.2207

Abstract

PT Lintas Jaringan Nusantara is a one-stop IT solution company that provides internet services, data center, cloud, website, and others. The Internet Network service is one of the most widely used. Based on a survey, the company receives about 200 complaints every month. The study was carried out in Musi Banyuasin Local Government Area where the company offers online payments via WhatsApp chatbot to improve service quality. However, customers often do not provide feedback after payment. To overcome this, the Service Quality method was used to measure service quality and the agile method was used to create a web-based questionnaire application. The results show that this questionnaire application has good quality with the following dimension scores: Physical Evidence: 4.31, Reliability: 4.22, Responsiveness: 4.26, Assurance: 4.03, and Empathy: 4.24. Tall scores on these measurements show that this application has succeeded in ideally assembly client needs and is able to supply palatable benefit and substantial benefits in benefit quality evaluation.

Keywords: Questionnaire Application; Service; Service Quality; Agile.

 

Abstrak

PT. Lintas Jaringan Nusantara adalah perusahaan one-stop IT solution yang menyediakan jasa internet (ISP), pusat data, cloud, pengembangan website, dan lainnya. Layanan Jaringan Internet adalah salah satu yang paling banyak digunakan. Berdasarkan survei, perusahaan menerima sekitar 200 aduan setiap bulan. Guna meningkatkan kualitas layanan, dilakukan penelitian di Kabupaten Musi Banyuasin dimana perusahaan menawarkan pembayaran online melalui chatbot WhatsApp. Namun, pelanggan sering tidak memberikan umpan balik setelah pembayaran. Untuk mengatasi ini, digunakan metode Service Quality untuk mengukur kualitas layanan dan metode agile untuk pembuatan aplikasi kuesioner berbasis website. Hasil penelitian menunjukkan bahwa aplikasi kuesioner ini memiliki kualitas yang baik dengan skor dimensi sebagai berikut: Bukti Fisik: 4.31, Keandalan: 4.22, Daya Tanggap: 4.26, Jaminan: 4.03, dan Empati: 4.24. Skor tinggi pada dimensi-dimensi tersebut menunjukkan bahwa aplikasi ini berhasil memenuhi kebutuhan pengguna secara optimal dan mampu memberikan pelayanan yang memuaskan serta manfaat nyata dalam penilaian kualitas layanan.

 

Keywords


Aplikasi Kuesioner; Layanan; Service Quality (Servqual); Agile

References


S. A. Riyadi, U. Suhud, and O. Usman, “Pengaruh E-Service Quality dan Brand Image terhadap E-Satisfaction dan E-Loyalty pada Pengguna Tiktok Shop,” Jurnal Bisnis, Manajemen, dan Keuangan., vol. 4, no.1, pp. 1-16, 2023. doi: https://doi.org/10.21009/jbmk.0401.01

Y. Prananda, and D. M. Rachmawati, Lucitasari dan S.A. Khannan, “Penerapan Metode Service Quality (Servqual) Untuk Peningkatan Kualitas Pelayanan Pelanggan,” Jurnal Optimasi Sistem Industri., vol.4, no.1, pp. 1-11, 2023. doi : https://doi.org/10.31315/opsi.v12i1.2827

D. Rahmawati, H. Aulawi, and R. Kurniawati, "Pengukuran Kualitas Layanan Berdasarkan Dimensi Service Quality (Servqual) Dengan Metode Zone Of Tolerance (Zot) Dan Kano Pada Pet World," J@ti Undip: Jurnal Teknik Industri, vol. 18, no. 1, pp. 21-32, Jan. 2023. https://doi.org/10.14710/jati.18.1.21-32

A. Ayu et al., “Analisis Kualitas Pelayanan Elektronik (E-SERVQUAL): Berfokus pada Website ZuBlu,” Kumpulan Artikel Mahasiswa Pendidikan Teknik Informatika., vol. 12, no. 1, pp. 86-94, 2023, doi : https://purejournal.ub.ac.id/index.php/pure/article/download/718/547

E. D. Sitanggang, Tulus, and B. B. Nasution, “Analysis of Satisfaction Level with Servqual method using Artificial Neural Networks,” in Journal of Physics: Conference Series, Institute of Physics Publishing, pp. 1-8, Jul. 2019. doi: 10.1088/1742-6596/1235/1/012061.

Y. Vistara and P. T. Resi, “Pengaruh Kualitas Layanan (Service Quality) Terhadap Kepuasan Pelanggan (Customer Satisfaction) (Survey Pelanggan Jasa Transportasi Grab Car di Kampus UBD Tangerang)”, Primanomics : Jurnal Ekonomi & Bisnis, vol. 17, no. 3, pp. 14–25, Sep. 2019.

N. R. D. P. Astuti, N. Anwar, dan M. B. A. Sakirno, “Pengembangan Sistem Mata Kuliah Manajemen Proyek Teknologi Informasi dengan Metode Agile,” Building of Informatics, Technology and Science (BITS), vol. 3, no. 3, hlm. 361–368, Des 2021, doi: 10.47065/bits.v3i3.1104.

A. Lelitasari dkk., “Penerapan Metode Design Thinking dan Agile Development Pembangunan Aplikasi Marketplace ‘Hijab,’” Journal of Information System Research, vol. 4, no. 4, hlm. 1082–1092, 2023, doi: 10.47065/josh.v4i4.3695.

Santoso, M. R. Maulani., “Rancang Bangun Aplikasi Computer Based Test Berbasis Web Pada Smpn 1 Katapang Kabupaten Bandung Selatan,” Jurnal Teknik Informatika, vol. 13, no. 2, hlm. 17-22, 2021. doi: https://ejurnal.ulbi.ac.id/index.php/informatika/ article/download/1385/811/2726

F. Ali, M. Usman, M. F. Abrar, S. U. Rahman, I. Khan and B. Niazi, "Practices of De-Motivators in Adopting Agile Software Development Methods at Large Scale Development Teams From Management Perspective," in IEEE Access, vol. 11, pp. 130368-130390, 2023, doi: 10.1109/ACCESS.2023.3331759

K. Hrisafov, A. B. Ivanov, N. Chivarov and S. Chivarov, "Black Box Testing with Exploratory Approach of a Software for Remote Monitoring of Patients with COVID-19 and Other Infectious Diseases," 2021 International Conference on Electrical, Computer and Energy Technologies (ICECET), Cape Town, South Africa, 2021, pp. 1-5, doi: 10.1109/ICECET52533.2021.9698734.

R. B. Trengginaz, A. Yusup, D. S. Sunyoto, M. R. Jihad, dan Y. Yulianti, “Pengujian Aplikasi Pemesanan Tiket Kereta berbasis Website Menggunakan Metode Black Box dengan Teknik Equivalence Partitioning,” Jurnal Teknologi. Sistem Informasi Dan Aplikasi., vol. 3, no. 3, hlm. 144–149, 2020, doi: http://dx.doi.org/10.32493/jtsi.v3i3.5349

R. Parlika, T. A. Nisaaâ, S. M. Ningrum, and B. A. Haque, “Studi Literatur Kekurangan dan Kelebihan Pengujian Black Box,” Teknomatika, vol. 10, no. 2, pp. 131–140, 2020.

M. Syarif and E. B. Pratama, “Analisis Metode Pengujian Perangkat Lunak Blackbox Testing Dan Pemodelan Diagram Uml Pada Aplikasi Veterinary Services Yang Dikembangkan Dengan Model Waterfall,” J. Tek. Inform. Kaputama, vol. 5, no. 2, pp. 253–258, 2021.

P. W. Andika, F. I sk and ar, and H. D eny, “Impleme ntasi Wat erfall dan Agil e dalam P erancang an E-Commerce Alat Musik Berbasis Website,” Jurnal JTIK (Jurnal Teknologi Informasi Dan Komunikasi), vol. 6, no. 1, pp. 56–65, 2022, doi: https://doi.org/10.35870/jtik.v6i1.380.


The PDF file you selected should load here if your Web browser has a PDF reader plug-in installed (for example, a recent version of Adobe Acrobat Reader).

If you would like more information about how to print, save, and work with PDFs, Highwire Press provides a helpful Frequently Asked Questions about PDFs.

Alternatively, you can download the PDF file directly to your computer, from where it can be opened using a PDF reader. To download the PDF, click the Download link above.

Fullscreen Fullscreen Off

Full Text: File PDF

How To Cite This :

Refbacks

  • There are currently no refbacks.