| Abstrakt: |
Provider by.U is the first digital telecommunications service that is accessed in one application that can be downloaded on the Google Play Store. The review and rating features are provided by the Google Play Store as a place for customers to express their opinions. This study aims to measure the company's service performance using the sigma value and obtain Provider by.U customer complaints on the Google Play Store site based on customer ratings and reviews. Six Sigma is used to analyze service performance with sigma values. Association Rule is carried out to process customer complaints in the form of text data. The data used is the total number of users who gave negative ratings, namely 1, 2, and 3 stars. The application of the Six Sigma method with the Define, Measure, and Analyze (DMA) stages. Based on the results of the integration of the six sigma method and the association rule, the sigma value of provider by.U services is 2.56 sigma, which means that there are 145,674 out of one million customers who are not satisfied with the services provided. The results for the analysis of customer complaints using the association rule obtained 10 words that are often referred to by customers, namely, "aplikasi", "byu", "sinyal", "kuota", "buka", "pakai", "beli", "jelek", "susah", dan "kartu". The customer complaints are that customers have difficulty opening the application, the signal is often lost, and the network is slow. The customers hope that by.U can immediately fix the error. [ABSTRACT FROM AUTHOR] |
