PERBANDINGAN KUALITAS LAYANAN PELANGGAN PROVIDER INTERNET OXYGEN DAN INDIHOME

AbstractThis study aims to describe the service quality provided byinternet providers Oxygen and Indihome based on consumerexperiences and to compare the differences in service qualitybetween Oxygen and Indihome. The analytical tool used was amean difference test. Based on the results of a questionnaireadministered to 30 respondents regarding two internet providers,Oxygen and Indihome, it can be concluded that both providershave relatively good service quality. However, Indihomedemonstrated a higher average service quality score, at 125 points,compared to Oxygen's 119 points. Customers rated Indihomesuperior in aspects such as the appearance of the physicalfacilities, the friendliness and professionalism of the customerservice staff, and the ability to understand customer needs.Although Oxygen was also rated well, its superiority was moreevident in its rapid response to service disruptions and thefulfillment of service promises.Keywords: Service Quality, Internet, Provider