Abstract
This study aims to analyze empirically whether there are problematic attributes in the services provided by PT. Telkom Indonesia Witel area, Samarinda. Also, the needs of its consumers by using the ServQual and Importance Performance Analysis methods. This study provides recommendations and suggestions that need to be given to PT Telkom Indonesia Witel Area, Samarinda. on the services provided to improve the weaknesses that have been identified by using the ServQual method and Importance Performance Analysis. The population of this study is the consumers. The sampling method used in this research is purposive. The number of samples in this study was 105 respondents. The analytical tools in this study use data quality tests, gap analysis and Importance Performance Analysis methods. The results showed that the validity and reliability testing showed that the statement items for the variables of importance and performance of service quality were valid and reliable. For Cronbach Alpha it is declared reliable, Quadrant I: 4 indicators are included in quadrant I, Quadrant II: there are 12 indicators in quadrant II, Quadrant III: there are 3 indicators in quadrant III, Quadrant IV: there are 2 indicators in quadrant IV. This study concludes that the perception score is greater than the expected score, whereas if the expectation score is greater than the perception score, a negative gap will be obtained.
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