Analysis correlation of the Implementation Framework COBIT 5, ITIL V3 and ISO 27001 for ISO 10002 Customer satisfaction

Abstract

This study aims to determine and provide information about the corellation of COBIT 5, ITILV3 ,and ISO 27001 for customer satisfaction. This study uses a causal associative method with a quantitative approach. The population of this research is all customers of company Quota Broadband Internet. The sampling technique in this research is probability sampling technique through simple random sampling. The research sample was 135 customers. The results showed that there was an corellation of COBIT 5 (6.Customer-oriented service culture ), ITIL V3 (Service Operation 4.2 Incident management), and ISO 27001 (A.16 Information security incident management) for 10002 (3.4 customer satisfaction). The biggest influence is COBIT 5 on ISO 27001 with a T statistic of 6,960 and a P value of 0,000.