Analisis Cutomers Realitonship Management Terhadap Kepuasan Pelanggan Kartu Halo Pada PT. Telkomsel GraPARI Banyuwangi

Abstract

The study aimed at finding out the customer satisfaction which was measured based on 5 dimensions of service quality, consisting of: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The sample of the study was taken by using probability sampling. SERVQUAL (Service Quality) model was used to analyze the expectation and perception of Halo SIM card users in Banyuwangi by calculating the scores of MSS (Measure of Service Superiority) and MSA (Measure of Service Adequacy) and Zone of Tolerance. The results showed that the customer satisfaction on the service quality of GraPARI Telkomsel in Banyuwangi had not been achieved, as indicated by 5 dimensions of service quality being measured. The high expectation of the customers had not been met by the performance and service of the GraPARI Telkomsel in Banyuwangi (the performance was lower than the customer expectation).