Information system design for customer satisfaction measurement

Nowadays, competition among telecommunication contractor companies is growing rapidly.  PT. Inti Pindad Mira Sejati (IPMS), as one of these telecommunication contractor companies, must give satisfuctoty service to obtain a long-term relationship with their customers. This research had intended to design an information system for measuring the IPMS customer satisfaction. Attributes that were used in this research-were based on the service quality dimension of Pamsuraman (1988). The customer satisfaction was measured by using customer expectation and perception questionnaire. By comparing the perception value to the expectation value then the customer satisfaction index can be obtained. There are several steps in developing the information system, which included context diagram design, data dictionary design, and entity relationship diagram design. The software used ro develop the programme was Borland Delphi and MySQL.

Dibuat Oleh  : CHANDRA ADE IRAWAN, KUSMANINGRUM SOEMADI, ALVADI M. IVALDI

Alamat e-mail : chandra@itenas.ac.id

Kata Kunci : Customer Satisfaction Measurement,  Service Quality, Information System.

Keterangan :  Karya Ilmiah ini dimuat pada  Journal of Technology and  Operations Management Vol 2, No 1, hal.  21 -3 1 (2007)

Information system design for customer satisfaction measurement