Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

  • Haerdiansyah Syahnur Universitas Muslim Indonesia
  • Jafar Basalamah Universitas Muslim Indonesia
Keywords: customer experience, importance performance analysis, customer satisfaction index


This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.


Download data is not yet available.


H. Cao and P. Folan, "Product Life Cycle: the evolution of a paradigm and literature review from 1950-2009," Open Research Exeter, Exeter, 2015.

Hilaluddin, "Analisis Perpindahan Layanan Selular Menggunakan Data Mining (Studi kasus: Pelanggan Telkomsel)," Universitas Indonesia, Depok, 2011.

I. K. Rohman, "The Jakarta Post," September 2016.

TM Forum, "Customer Experience Management Index (CEMI)," Telecommunication Management Forum, 2013.

A. W. Yanuardi, Y. I. P., W. T. Wahyudi and B. Nainggolan, "Analisis Omnichannel Customer Experience Maturity Di Pt. Telekomunikasi Indonesia Maturity Analysis Of Omnichannel Customer Experience A Case Study In PT. Telekomunikasi Indonesia," Jurnal Manajemen Indonesia, vol. 16, no. 2, pp. 81-94, 2016.

B. Schmit, Experience marketing: concepts, frameworks and consumer insights, vol. 5, New York: Now Publishers Inc., 2010.

N. Khan, M. U. Akram, A. Shah and S. A. Khan, "Important Attributes Of Customer Satisfaction In Telecom Industry: A Survey Based Study," in 2017 4th IEEE International Conference on Engineering Technologies and Applied Sciences (ICETAS), Salmabad, 2017.

R. R and A. H. Putra, "Total Quality Management As The Key Of The Company, To Gain The Competitiveness, Performance Achievement And Consumer Satisfaction," Econjournals, vol. 8, no. 5, pp. 60-69, 2018.

M. H. Syahnur, M. Soeharijanto and L. Tazlie, "Analisis Customer Experience Dengan Importance Performance Analysis (IPA) – Suatu Studi Pada Pelanggan Telkom Indihome Regional III Bandung," Jurnal Manajemen Bisnis, vol. 5, no. 2 September 2018.

F. Tjiptono and G. Chandra, Service, Quality, & Satisfaction, Yogyakarta: Andi, 2011

How to Cite
Syahnur, H., & Jafar Basalamah. (2019). Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City. Digital Zone: Jurnal Teknologi Informasi Dan Komunikasi, 10(2), 168-177.
Abstract viewed = 36 times
PDF downloaded = 28 times