Analysis of Service Quality for Indihome Gegerkalong Customers in Bandung City

Abstract

This study examines the service quality of Indihome at the Gegerkalong Branch in Bandung City in response to increasing public demand and persistent customer complaints. Despite its wide reach, several issues remain, including unstable internet connections, slow disruption handling, incomplete product information, and unresponsive service attitudes. This research employs a qualitative approach using the SERVQUAL model, which includes five dimensions: tangible, reliability, responsiveness, assurance, and empathy. Data were collected through observation, interviews, documentation, and questionnaires distributed to 88 customers. The analysis compares customer expectations and perceptions to identify service gaps, supported by Fishbone Diagram and 5W+1H methods to determine root causes and appropriate solutions.The findings reveal that overall service quality has not fully met customer expectations, with negative gaps identified mainly in reliability, responsiveness, assurance, and empathy. Key challenges include technical network issues, limited human resources, weak internal coordination, delays in handling complaints, and lack of clear communication with customers. To address these issues, several improvements are recommended, including enhancing employee competencies, strengthening standard operating procedures, accelerating complaint response systems, increasing transparency of information, and conducting regular network maintenance. These efforts are expected to improve service quality and better align with customer needs and expectations.