?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=ANALISIS+KUALITAS+LAYANAN+PADA+PELANGGAN+OPERATOR%0D%0ASELULER+TRI%0D%0A(STUDI+KASUS+PADA+MAHASISWA+UNIVERSITAS+LAMPUNG)&rft.creator=KHOIRUL+UMAM+%2C+1116051042&rft.subject=HE+Transportation+and+Communications&rft.subject=HF+Commerce&rft.description=Penelitian+ini+bertujuan+untuk+mengetahui+sejauh+mana+kualitas+layanan+operator%0D%0Aseluler+Tri+menurut+para+pelanggan.+Analisis+data+yang+digunakan+yaitu+metode%0D%0Aservqual+dan+Importance+and+Performance+Analysis.+Jenis+penelitian+ini+adalah%0D%0Adescriptive+yang+didasarkan+atas+survei+dengan+pendekatan+kuantitatif.+Data%0D%0Adiperoleh+melalui+survei+100+pelanggan+mahasiswa+Tri+menggunakan+kuisioner%0D%0Adengan+teknik+proporsional+random+sampling.+Hasil+analisis+servqual+menunjukan%0D%0Apara+pelanggan+Tri+merasa+kurang+puas+dengan+layanan+Tri%2C+ditunjukkan+dengan%0D%0Aadanya+beberapa+gap+negatif+pada+hasil+perhitungan+nilai+servqual.+Pada+hasil%0D%0AImportance+and+Performance+Analysis+dari+21+atribut+penilaian%2C+kuadran+A%0D%0Aterdapat+4+atribut+Tri+yang+menjadi+prioritas+utama+namun+kinerjanya+kurang+yaitu%0D%0Akurang+cepatnya+respon+customer+service%2C+sinyal+Tri+kurang+kuat%2C+jaringan+Tri%0D%0Akurang+luas+dan+stabil%2C+lalu+biaya+sms+dan+menelepon+Tri+mahal.+Kuadran+B%0D%0Aterdapat+7+atribut+yang+sudah+sesuai+dengan+harapan+pelanggan+yaitu+kemasan+Tri%0D%0Adilindungi+segel%2C+customer+service+bersedia+membantu+keluhan+konsumen%2C%0D%0Atersedianya+layanan+Bima+Tri%2C+biaya+internet+Tri+murah%2C+masa+aktif+kartu+dan%0D%0Akuota+Tri+panjang.+Kuadran+C+terdapat+6+atribut+yang+dinilai+biasa-biasa+saja%0D%0Akinerjanya+diantaranya+mengenai+kemasan%2C+layanan+karyawan+di+gerai+Tri%2C%0D%0Akesesuaian+iklan+dengan+fakta%2C+info+yang+benar+dari+Tri%2C+layanan+yang+baik+oleh%0D%0ATri%2C+rasa+aman+yang+diberikan+oleh+Tri.+Kuadran+D+terdapat+4+atribut+yang+dinilai%0D%0Aberlebihan+kinerjanya+oleh+konsumen+yaitu%2C+sim+card+tidak+mudah+rusak%2C+info%0D%0Apada+kemasan+Tri%2C+variasi+produk+Tri+yang+spesifik%2C+info+yang+responsif+dari+Tri.%0D%0AKata+kunci%3A+atribut%2C+kepuasan+konsumen%2C+kualitas+layanan.%0D%0A%0D%0AABSTRACT%0D%0A%0D%0AThis+study+aims+to+determine+the+extent+to+which+the+quality+of+service+of+mobile%0D%0Aoperators+Tri+by+the+customers.+Analysis+of+the+data+used+is+servqual+method+and%0D%0Athe+Importance+and+Performance+Analysis.+This+is+a+descriptive+research+that+is%0D%0Abased+on+a+survey+with+quantitative+approach.+Data+obtained+from+a+survey+of+100%0D%0Astudents+of+Tri+customers%2C+using+a+questionnaire+with+proportional+random%0D%0Asampling+technique.+Results+of+the+servqual+analysis+showed+Tri+customers+were%0D%0Aless+satisfied+with+the+service+Tri%2C+indicated+by+the+presence+of+some+negative+gap%0D%0Aon+the+calculation+results+servqual+value.+The+result+of+Importance+and%0D%0APerformance+Analysis+of+21+attributes+assessment%2C+quadrant+A+are+four+attributes%0D%0ATri+is+a+top+priority%2C+but+its+performance+is+less+is+less+rapid+response+customer%0D%0Aservice%2C+signal+Tri+less+powerful%2C+network+Tri+less+comprehensive+and+stable%2C+and%0D%0Acost+sms+and+call+Tri+expensive+%2C+Quadrant+B+there+are+seven+attributes+that+are+in%0D%0Aaccordance+with+the+expectations+of+customers+are+protected+seal+Tri+packaging%2C%0D%0Acustomer+service+is+willing+to+help+with+consumer+complaints%2C+availability+of%0D%0Aservices+Bima+Tri%2C+Tri's+internet+costs%2C+the+lifetime+of+the+card+and+quotas+Tri%0D%0Alength.+Quadrant+C+there+are+6+attributes+rated+mediocre+performance+among%0D%0Aothers%2C+the+packaging%2C+the+service+employees+at+Tri+outlets%2C+ad+complies+with+the%0D%0Afacts%2C+the+correct+info+from+Tri%2C+the+service+was+good+by+Tri%2C+a+sense+of+security%0D%0Aprovided+by+Tri.+Quadrant+D+are+four+attributes+considered+excessive%0D%0Aperformance+by+the+consumer%2C+namely%2C+the+sim+card+is+not+easily+broken%2C+the+info%0D%0Aon+packaging+Tri%2C+Tri-specific+product+variations%2C+the+info+is+responsive+from+Tri.%0D%0AKeywords%3A+service+quality%2C+customer+satisfaction%2C+attributes%2C+performance.&rft.publisher=FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK+&rft.date=2016-02-19&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F21365%2F1%2FABSTRAK%2520%2528ABSTRACT%2529.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F21365%2F2%2F2.%2520SKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F21365%2F3%2F2.%2520SKRIPSI%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=++KHOIRUL+UMAM+%2C+1116051042++(2016)+ANALISIS+KUALITAS+LAYANAN+PADA+PELANGGAN+OPERATOR+SELULER+TRI+(STUDI+KASUS+PADA+MAHASISWA+UNIVERSITAS+LAMPUNG).++FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK+%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F21365%2F