ABSTRACT
ANALYSIS OF TELKOM BANJARBARU CUSTOMER SATISFACTION LEVEL USING FUZZY ANALYTICAL NETWORK PROCESS (FANP) (Oleh: Septian Erwindi; Pembimbing: Oni Soesanto, S.Si, M.Si dan Dodont T. Nugrahadi; 2018) Telkom is a state-owned company engaged in telecommunications and network services in the territory of Indonesia and is subject to applicable laws and regulations in Indonesia. Its status as a state-owned company whose shares are traded on the stock exchange, the majority shareholder of the Company is the Government of the Republic of Indonesia while the rest is controlled by the public. Therefore, telkom as a state-owned company must have advantages that are able to create satisfaction for Telkom customers. This study aims to determine the level of satisfaction of Telkom's Banjarbaru customers by using the method of Fuzzy Analytical Network Process (Fanp). results of research and observations of the system that has been made, it can be concluded that Telkom Speedy's Customer Satisfaction Index on the average of each assessment aspect is as follows: Physical Evidence (C01) is 63.86%; Empathy (C02) is 61.09%; Responsiveness (C03) of 60.95%; Reliability (C04) is 68.73%; Guarantee (C05) of 58.92% .. Telkom Speedy's Customer Satisfaction Index averaged 63.86% taken from a sample of 15 customers.
Keywords: FANP, Customer Satisfaction, Telkom.