Abstract :
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 Service