PENINGKATAN KUALITAS PELAYANAN PENYEDIA JASA INTERNET WIFI.ID DI SURABAYA DENGAN METODE QUALITY FUNCTION DEPLOYMENT

Development of information technology and telecommunications at this time more progress and complexity of communication between individuals. Internet is one example of this form of communication as a means of providing ease in communicating. PT Telkom is one of the internet service provider ISP (Internet Service Provider) in Indonesia. This research aim to test whether the effect of product quality, a sense of satisfaction and competitive prices to customer satisfaction with the services of Internet services Wifi.Id. This research using method Quality Function Deployment with sample amounted to 73 people in the can of sampling customers Wifi.Id hotspot location in Jalan Diponegoro Surabaya. Final research results show that reliability of a product services Wifi internet providers in terms of repair and maintenance facilities have the greatest impact in comparison with other independent variables on customer satisfaction. The results showed that the variable stability and speed Wifi internet at the location and a significant positive effect on customer satisfaction. Keywords : PT. Telkom Wifi.Id, Method Quality Function Deployment (QFD), Quality Of Servic