A Fuzzy SERVQUAL based Method for Measuring Quality Service in the Telecommunication Industry

Abstract

The objective of this study was to measure customer's perception and expectation of service provided by telecommunication industry in Indonesia using Fuzzy SERVQUAL. This research collected data through a questionnaire-based survey with the target respondents were people who live in the cities in the Province of South Sulawesi. One hundred nineteen respondents were involved in this study, and the majority of them were customers of the digital service for more than two years. In addition, most of the surveyed respondents were digital service customers for 20 Mbps (38.7%) and 10 Mbps (35.3%). Findings from the fuzzy-SERVQUAL analysis showed the gap value of all dimensions, they were assurance (-1.224) followed by reliability (-1.223), empathy (-1 039), responsiveness (-0.856), and tangibles (-0 766). These values mean that the provided service was still under the customers' expectations. The application of tools or techniques of QC/QM may helj the company to solve problems apart from upgrading the technology they used.