Pemilihan Sub-Provider Terbaik Menggunakan Metode Analytic Network Process (ANP) dan Modifikasi Customer Satisfaction Index (CSI) di PT Gayatri Lintas Nusantara

Hanun, Aqila Yusriyya (2025) Pemilihan Sub-Provider Terbaik Menggunakan Metode Analytic Network Process (ANP) dan Modifikasi Customer Satisfaction Index (CSI) di PT Gayatri Lintas Nusantara. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

PT Gayatri Lintas Nusantara is an internet service provider established in 2020. As customer needs increase, selecting the right sub-provider is a crucial factor in maintaining service quality and customer satisfaction. This study aims to determine the best sub-provider using the Analytic Network Process (ANP) method and modifying the Customer Satisfaction Index (CSI) method to use the Internal Performance Index (IPI) to measure the priority level of aspects assessed internally. Data collection was conducted through a questionnaire involving five internal respondents who understood sub-provider performance. Inter-criteria relationships were analyzed using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method to build an ANP network model. Next, priority weights for criteria and sub-criteria were calculated using the ANP through SuperDecisions software. These weights were then integrated with the IPI to recommend the best sub-provider based on the indicators that most influence service quality. The results of the study indicate that the speed of response to complaints and issues has the greatest influence on sub-provider selection, followed by problem-solving and accuracy. Based on the IPI calculation, Sub-provider D is the best choice, with the highest priority score compared to other sub-providers. These findings can serve as a basis for companies in determining network management strategies and improving service quality in the future. Keywords: Analytic Network Process, DEMATEL, Customer Satisfaction Index, Internal Performance Index, Sub-provider

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Handayani, Wiwik	NIDN071301690	wiwik.em@upnjatim.ac.id
Thesis advisor	Raharjo, Raden Johnny Hadi	NIDN20119841209227	raden.johnny.ma@upnjatim.ac.id

Subjects:

H Social Sciences > HC Economics

Divisions:

Faculty of Economic and Business > Departement of Management

Depositing User:

Aqila Yusriyya Hanun

Date Deposited:

10 Sep 2025 08:09

Last Modified:

10 Sep 2025 08:09

URI:

https://repository.upnjatim.ac.id/id/eprint/42451