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

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.