Progress of service registration in accordance with company provisions from the beginning

Oct 13, 2025 by talynt.org 50 views

Indihome Internet Service Customer Satisfaction Analysis Using Servqual Methods, Customer Satisfaction Index, and Important Performance Analysis

Introduction

In today's digital age, internet access has become an essential part of our daily lives. With the increasing demand for high-speed internet, various internet service providers (ISPs) have emerged in Indonesia. Among them, PT. Indonesian Telecommunications' Indihome services have gained significant popularity, with a customer proportion of 87% in 2021, according to the World Bank. However, despite its popularity, Indihome faces serious challenges, with 25% of total consumer complaints in the telecommunications sector in the same year, as recorded by YLKI. Therefore, it is crucial to conduct an analysis of customer satisfaction to understand which dimensions need to be improved by Indihome.

The Importance of Customer Satisfaction Analysis

Customer satisfaction is a critical aspect of any business, as it directly affects customer loyalty, retention, and ultimately, revenue growth. In the competitive internet service market, understanding customer needs and expectations is essential to differentiate oneself from competitors. By analyzing customer satisfaction, Indihome can identify areas of improvement, enhance its services, and ultimately, increase customer loyalty and retention.

Research Methodology

This study aims to analyze the gap between service performance provided by Indihome and customer expectations. To achieve this goal, researchers employed three analytical methods:

Servqual: A widely used method for measuring service quality, which compares customer expectations with perceived service performance.
Customer Satisfaction Index (CSI): A method that measures customer satisfaction by evaluating various service dimensions.
Importance Performance Analysis (IPA): A method that helps identify areas of improvement by analyzing the importance and performance of various service attributes.

Data was collected through the distribution of questionnaires to 400 respondents who were Indihome service users.

Results and Discussion

The results of the analysis showed that there were attributes that had the largest value gap. One of them is the statement, "There is no interference with internet service when used by relatives," with a servqual value of -1.55. This indicates that customers feel there is a problem with the continuity of the internet service they receive. Conversely, the statement "Progress of service registration in accordance with company provisions from the beginning" has the smallest gap value, namely -0.91, shows that customers feel quite satisfied with the service registration process.

From the analysis using the CSI method, the best service dimension is reliability, responsiveness, and empathy, which is included in the category "satisfied." Meanwhile, the tangible and assurance dimensions get the category "quite satisfied." This shows that although some aspects of service are satisfying, there is still room for improvement in other dimensions.

Service Improvement Priority

From the mapping of Natural Sciences, some attributes are the top priority in repair, including:

Ease of accessing service information through the MyindiHome application.
The suitability of the internet speed with the promised.
The presence of officers who directly check the condition of the service at the customer's home.
Completion of complete customer complaints.
Ease of contacting the officer when a problem occurs.
Consistency in providing internet services without interruption.
Latest information about internet services that are always delivered to customers.

These attributes indicate that customers really respect the quality of direct service and ease of access to information. Improving these aspects can increase overall customer satisfaction.

Conclusion

Analysis of customer satisfaction with Indihome services shows that although there are several aspects that have met customer expectations, there are also dimensions that require more attention from the company. Implementing recommendations based on the results of the analysis can help IndiHome in increasing customer satisfaction and reducing the number of complaints that exist. Thus, Indihome can not only maintain existing customers, but also attract new customers in the increasingly competitive market.

Recommendations

Based on the results of the analysis, the following recommendations are made:

Improve internet service continuity: Indihome should focus on improving the continuity of its internet service to meet customer expectations.
Enhance service registration process: Indihome should simplify and streamline its service registration process to reduce customer frustration.
Increase transparency: Indihome should provide customers with clear and timely information about their internet services, including any issues or outages.
Improve customer support: Indihome should provide customers with easy access to customer support, including online chat, phone, and in-person support.
Invest in infrastructure: Indihome should invest in upgrading its infrastructure to provide faster and more reliable internet services.

By implementing these recommendations, Indihome can improve customer satisfaction, increase loyalty and retention, and ultimately, drive business growth.
Indihome Internet Service Customer Satisfaction Analysis: Frequently Asked Questions

Introduction

In our previous article, we discussed the results of a customer satisfaction analysis of Indihome internet services using servqual methods, customer satisfaction index, and important performance analysis. In this article, we will address some of the frequently asked questions related to the study.

Q&A

Q: What is the purpose of the customer satisfaction analysis?

A: The purpose of the customer satisfaction analysis is to understand the gap between service performance provided by Indihome and customer expectations. This analysis helps identify areas of improvement and provides recommendations for enhancing customer satisfaction.

Q: What methods were used in the analysis?

A: The analysis employed three methods:

Servqual: A widely used method for measuring service quality, which compares customer expectations with perceived service performance.
Customer Satisfaction Index (CSI): A method that measures customer satisfaction by evaluating various service dimensions.
Importance Performance Analysis (IPA): A method that helps identify areas of improvement by analyzing the importance and performance of various service attributes.

Q: What were the results of the analysis?

A: The results showed that there were attributes that had the largest value gap, including:

There is no interference with internet service when used by relatives (servqual value of -1.55)
Progress of service registration in accordance with company provisions from the beginning (servqual value of -0.91)

The analysis also showed that the best service dimension is reliability, responsiveness, and empathy, which is included in the category "satisfied." Meanwhile, the tangible and assurance dimensions get the category "quite satisfied."

Q: What are the top priority areas for improvement?

A: The top priority areas for improvement are:

Ease of accessing service information through the MyindiHome application.
The suitability of the internet speed with the promised.
The presence of officers who directly check the condition of the service at the customer's home.
Completion of complete customer complaints.
Ease of contacting the officer when a problem occurs.
Consistency in providing internet services without interruption.
Latest information about internet services that are always delivered to customers.

Q: What are the recommendations for improving customer satisfaction?

A: Based on the results of the analysis, the following recommendations are made:

Improve internet service continuity: Indihome should focus on improving the continuity of its internet service to meet customer expectations.
Enhance service registration process: Indihome should simplify and streamline its service registration process to reduce customer frustration.
Increase transparency: Indihome should provide customers with clear and timely information about their internet services, including any issues or outages.
Improve customer support: Indihome should provide customers with easy access to customer support, including online chat, phone, and in-person support.
Invest in infrastructure: Indihome should invest in upgrading its infrastructure to provide faster and more reliable internet services.

Q: How can Indihome implement these recommendations?

A: Indihome can implement these recommendations by:

Conducting regular customer surveys: To understand customer needs and expectations.
Improving service registration process: By simplifying and streamlining the process.
Increasing transparency: By providing clear and timely information about internet services.
Enhancing customer support: By providing easy access to customer support.
Investing in infrastructure: By upgrading its infrastructure to provide faster and more reliable internet services.

Conclusion

The customer satisfaction analysis of Indihome internet services provides valuable insights into areas of improvement and recommendations for enhancing customer satisfaction. By implementing these recommendations, Indihome can improve customer satisfaction, increase loyalty and retention, and ultimately, drive business growth.