Priority Improvement of PT XYZ Provider Services Using Text Mining Big Data Customer and Quality Function Deployment Method

Oct 13, 2025 by wbrum.org 41 views

Priority Improvement of PT XYZ Provider Services Using Text Mining Big Data Customer and Quality Function Deployment Method

Introduction

The telecommunications industry is currently facing significant challenges in dealing with technological disruption. To remain competitive, telecommunications companies must be responsive and understand customer needs. PT XYZ, one of the telecommunications companies in Indonesia, faces complaints from customers related to its services. This is due to a lack of priority in improving services and not yet optimal use of Big Data Twitter. In fact, Big Data Twitter can be an effective tool to understand and translate customer needs.

Background of the Study

The telecommunications industry is a highly competitive market, with customers having a wide range of options to choose from. To remain competitive, telecommunications companies must be responsive to customer needs and provide high-quality services. However, PT XYZ, one of the telecommunications companies in Indonesia, faces complaints from customers related to its services. This is due to a lack of priority in improving services and not yet optimal use of Big Data Twitter.

Methodology

This study aims to provide priority priority for improving PT XYZ provider services by utilizing Twitter data. Text mining analysis was carried out in 2893 complaints tweets, which identified 5 main variables that needed to be improved by the company. These variables include:

*** Network: ** Connectivity problems, weak signals, and internet disorders. *** Comfort: ** Complaints related to customer service, transaction process, and ease of access to information. *** Price: ** Complaints related to internet package prices, additional costs, and less attractive promos. *** Internet: ** Complaints related to internet speed, quota, and quality of internet services. *** Services: ** Complaints related to customer service responsiveness, complaints handling process, and staff professionalism.

Furthermore, an in-depth analysis of the priority needs of PT XYZ's customer needs using the Quality Function Deployment (QFD) method. The results of the analysis show that ** the first priority in service improvement is a stable and equitable internet network in all locations **. Stable and even internet network has the highest level of interest with a score of 4.22, Sales Point 1.5, Raw Weight 420.09, and the degree of interest to implement customer needs of 28.58.

Results and Discussion

The results of the text mining analysis show that the 5 main variables that need to be improved by PT XYZ include network, comfort, price, internet, and services. These variables are critical to customer satisfaction and loyalty. The QFD analysis shows that the first priority in service improvement is a stable and equitable internet network in all locations.

Conclusion

By utilizing Big Data Twitter and QFD methods, PT XYZ can understand customer needs in more depth and identify priorities for appropriate service improvement. This will help PT XYZ to increase customer satisfaction, build loyalty, and win competition in the increasingly competitive telecommunications industry.

Recommendations

Based on the results of this study, PT XYZ should prioritize efforts to improve the quality of its internet networks. Companies can invest in network infrastructure, increase server capacity, and optimize the use of the latest technology to ensure more stable and evenly distributed internet networks in all locations.

Limitations of the Study

This study has several limitations. Firstly, the study only analyzed Twitter data and did not consider other social media platforms. Secondly, the study only considered customer complaints and did not consider customer feedback and suggestions. Finally, the study only analyzed data from a specific time period and did not consider long-term trends.

Future Research Directions

Future research should consider the following directions:

Analyze data from other social media platforms to get a more comprehensive understanding of customer needs.
Consider customer feedback and suggestions in addition to customer complaints.
Analyze long-term trends in customer needs and preferences.
Consider the impact of technological disruption on customer needs and preferences.

Conclusion

In conclusion, this study provides priority priority for improving PT XYZ provider services using text mining Big Data customer and Quality Function Deployment method. The results of the study show that PT XYZ needs to prioritize efforts to improve the quality of its internet networks. By utilizing Big Data Twitter and QFD methods, PT XYZ can understand customer needs in more depth and identify priorities for appropriate service improvement. This will help PT XYZ to increase customer satisfaction, build loyalty, and win competition in the increasingly competitive telecommunications industry.
Q&A: Priority Improvement of PT XYZ Provider Services Using Text Mining Big Data Customer and Quality Function Deployment Method

Q: What is the main objective of this study?

A: The main objective of this study is to provide priority priority for improving PT XYZ provider services by utilizing Twitter data and Quality Function Deployment (QFD) method.

Q: What is the significance of using Big Data Twitter in this study?

A: Big Data Twitter is an effective tool to understand and translate customer needs. By analyzing Twitter data, we can identify the main variables that need to be improved by PT XYZ.

Q: What are the 5 main variables that need to be improved by PT XYZ?

A: The 5 main variables that need to be improved by PT XYZ include:

Q: What is the Quality Function Deployment (QFD) method?

A: The QFD method is a tool used to translate customer needs into design specifications. It helps to identify the priority needs of customers and to develop a plan to meet those needs.

Q: What are the results of the QFD analysis?

A: The results of the QFD analysis show that ** the first priority in service improvement is a stable and equitable internet network in all locations **. Stable and even internet network has the highest level of interest with a score of 4.22, Sales Point 1.5, Raw Weight 420.09, and the degree of interest to implement customer needs of 28.58.

Q: What are the implications of the study for PT XYZ?

A: The study provides priority priority for improving PT XYZ provider services. By prioritizing efforts to improve the quality of its internet networks, PT XYZ can increase customer satisfaction, build loyalty, and win competition in the increasingly competitive telecommunications industry.

Q: What are the limitations of the study?

A: The study has several limitations. Firstly, the study only analyzed Twitter data and did not consider other social media platforms. Secondly, the study only considered customer complaints and did not consider customer feedback and suggestions. Finally, the study only analyzed data from a specific time period and did not consider long-term trends.

Q: What are the future research directions?

A: Future research should consider the following directions:

Analyze data from other social media platforms to get a more comprehensive understanding of customer needs.
Consider customer feedback and suggestions in addition to customer complaints.
Analyze long-term trends in customer needs and preferences.
Consider the impact of technological disruption on customer needs and preferences.

Q: What are the benefits of using text mining Big Data customer and Quality Function Deployment method?

A: The benefits of using text mining Big Data customer and Quality Function Deployment method include:

Understanding customer needs in more depth
Identifying priorities for appropriate service improvement
Increasing customer satisfaction and loyalty
Winning competition in the increasingly competitive telecommunications industry

Q: What are the challenges of using text mining Big Data customer and Quality Function Deployment method?

A: The challenges of using text mining Big Data customer and Quality Function Deployment method include:

Analyzing large amounts of data
Identifying relevant variables and metrics
Developing a plan to meet customer needs
Overcoming technical and operational challenges