Written by Mekanik
TERBITAN JURNAL Category: Vol.9-No.1- Januari 2016
Published on 08 March 2017 Hits: 295
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ANALISA PELAYANAN JARINGAN

INTERNET DENGAN MENGGUNAKAN SERVICE QUALITY

(Studi Kasus Pada UPT-Komputer Politeknik Negeri Samarinda)

Suwarto, Rohadi , Staf Pengajar Jurusan Teknik Mesin

Politeknik Negeri Samarinda

ABSTRACT

UPT- computer one media that provides network access the Internet to customers or users of the internet that there are complex campus in State Polytechnic Samarinda. Access the Internet by using bandwidth equal to 90 Kbps to serve as many as ±4500 people a customer or internet network users who registered on UPT-Computer Unit of State Polytechnic Samarinda we, which consists of employees (Teaching staff and administrative staff) and students. The problem that happens is the customer inconvenience while using the facilities internet in the UPT-Computer. To solve the problem of quality of service by using the SERVQUAL (Service quality).

Dimension of service quality (Service Quality) consists of: tangible, Reliability, Responsiveness, Assurance, and Emphaty. The uses of SERVQUAL are included: Determination service attributes, creation of questionnaires, data collection and data processing, analysis and interpretation, identification for improvement of service quality.

The result of the interest rate needs the user of Internet network services include: Tangible (4,665), Assurance (4,659), reliability (4,631), Empathy (4,571), and Responsiveness (4,548). Perception or satisfaction levels are: Assurance (3,198), Empathy (3,024), reliability (2,861), responsiveness (2,694), and Tangible (2,562). The level of Gap in sequence was: Tangible (-2,103), Responsiveness (-1,854), Reliability (-1,770), Empathy (-1,547), and Assurance (-1,461). This means that the user's Internet network is very large hopes will better services from Internet network management. Service quality perceived by the user's Internet network was good enough because it has the interval -0.51 to -2.00. This is shown that the level of difficulty faced by the manager of the internet network is based on the improvement ratio  that is obtained 1,220. This is means that human resources and equipment owned by the  need to be improved to support the best quality of service for the users of the Internet network at the (UPT -Komputer) in the Polytechnic State Samarinda.

 

Key  word : user of internet network, service quality, improvement ratio

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