Implementation of Business Intelligence for Evaluation and Analysis of User Complaints Regarding Improvements to Star.Net Network Services
Keywords:
Business Intelligence, User Complaints, Network Services, Looker Studio, Customer Satisfaction, ETL Process, Descriptive AnalysisAbstract
Advances in digital technology require internet service providers to continuously improve network quality in order to meet the needs of modern society. Star.net, as a network service provider in Tanjung Village, Idaman Hamlet, Camplong Subdistrict, Sampang Regency, faces various user complaints such as slow connections, network disruptions, and slow customer service responses. This study aims to apply Business Intelligence (BI) in evaluating and analyzing user complaints as a basis for improving service quality. The methods used include the Extract, Transform, Load (ETL) stages for processing user survey data collected through Google Forms and stored in Google Sheets. The data is then visualized using Looker Studio so that the information can be presented interactively and easily understood. The analysis results show that the majority of customer complaints are related to technical aspects such as connection speed and stability, while non-technical aspects are related to customer service response and price perception. The application of BI has proven to be effective in transforming raw data into strategic information that helps Star.net management make data-driven decisions for continuous service improvement.
Downloads
References
REFERENCES
[1] F. Zeng, M. Chen, C. Qian, Y. Wang, Y. Zhou, and W. Tang, “Multivariate time series anomaly detection with adversarial transformer architecture in the Internet of Things,” Futur. Gener. Comput. Syst., vol. 144, pp. 244–255, 2023, doi: 10.1016/j.future.2023.02.015.
[2] A. K. Sahu et al., “Decision-making framework for supplier selection using an integrated MCDM approach in a lean-agile-resilient-green environment: evidence from Indian automotive sector,” TQM J., vol. 35, no. 4, pp. 964–1006, 2023, doi: 10.1108/TQM-12-2021-0372.
[3] D. R. Sokołowski, J. Pani, T. I. Hansen, and A. K. Håberg, “Participation and engagement in online cognitive testing,” Sci. Rep., vol. 14, no. 1, 2024, doi: 10.1038/s41598-024-65617-w.
[4] S. Promput, S. Maithomklang, and C. Panya-isara, “Design and Analysis Performance of IoT-Based Water Quality Monitoring System using LoRa Technology,” TEM J., vol. 12, no. 1, pp. 29–35, 2023, doi: 10.18421/TEM121-04.
[5] …, N. H. Abdurrahman, and Y. Prasetyo, “Application of Hybrid Contracts Concept in Factoring,” Zo. Law Public …, 2024, [Online]. Available: https://ejournal.zona-edu.org/index.php/ZLPAI/article/view/75
[6] R. Sukmawati, F. Prasetyo, N. Ramadhani, I. Darmawan, and N. H. Hari, “Aplikasi Pencarian Tempat Tinggal Sementara Di Lingkungan Universitas Madura (Unira) Berbasis Android,” Insa. Comtech Inf. Sci. Comput. Technol. J., vol. 8, no. 1, 2023, doi: 10.53712/jic.v8i1.1889.
[7] M. Banafaa et al., “6G Mobile Communication Technology: Requirements, Targets, Applications, Challenges, Advantages, and Opportunities,” 2023. doi: 10.1016/j.aej.2022.08.017.
[8] C. Pérez-Granados, “A First Assessment of Birdnet Performance at Varying Distances: A Playback Experiment,” Ardeola, vol. 70, no. 2, pp. 257–269, 2023, doi: 10.13157/arla.70.2.2023.sc1.
[9] Z. Zhang, H. Chai, and Z. Guo, “Quantitative resilience assessment of the network-level metro rail service’s responses to the COVID-19 pandemic,” Sustain. Cities Soc., vol. 89, 2023, doi: 10.1016/j.scs.2022.104315.
[10] H. W. Dong, C. Zhang, G. L. Li, and J. H. Feng, “Survey on Cloud-native Databases,” 2024. doi: 10.13328/j.cnki.jos.006952.
[11] N. Futra and E. H. Setyorini, Keadilan Transformatif dalam Penyelesaian Perkara Anak-Jejak Pustaka. books.google.com, 2023. [Online]. Available: https://books.google.com/books?hl=en&lr=&id=UEbsEAAAQBAJ&oi=fnd&pg=PA1&dq=fauzan+prasetyo&ots=__Imy3iJUb&sig=geNCfKI5OGOj7-knwZ6LOoT3UEg
[12] F. Barros, B. Rodrigues, J. Vieira, and F. Portela, “Pervasive Real-Time Analytical Framework—A Case Study on Car Parking Monitoring,” Inf., vol. 14, no. 11, 2023, doi: 10.3390/info14110584.
[13] A. Bonifati, “The Quest for Schemas in Graph Databases,” 2023. [Online]. Available: https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85153346024&origin=inward
[14] A. L. Rodríguez, “Analysis of associative entrepreneurship as a territorial strategy in the municipality of Mesetas, Meta,” Manag., vol. 1, 2023, doi: 10.62486/agma202315.
[15] M. Deitke et al., “Objaverse: A Universe of Annotated 3D Objects,” 2023. doi: 10.1109/CVPR52729.2023.01263.
[16] V. V. Sivov and V. A. Bogatyrev, “Data Warehouse Failover Cluster for Analytical Queries in Banking,” Adv. Eng. Res., vol. 23, no. 1, pp. 76–84, 2023, doi: 10.23947/2687-1653-2023-23-1-76-84.
[17] G. T. Ankley et al., “Assessing the Ecological Risks of Per- and Polyfluoroalkyl Substances: Current State-of-the Science and a Proposed Path Forward,” 2021. doi: 10.1002/etc.4869.
[18] A. Kumar Dinkar, M. Alimul Haque, and A. Kumar Choudhary, “Enhancing IoT Data Analysis with Machine Learning: A Comprehensive Overview,” 2024. doi: 10.62486/latia20249.
[19] M. Francia, E. Gallinucci, M. Golfarelli, and S. Rizzi, “VOOL: A modular insight-based framework for vocalizing OLAP sessions,” Inf. Syst., vol. 129, 2025, doi: 10.1016/j.is.2024.102496.
[20] A. Bhattacharjee and R. P. Deb Nath, “SET LonDEM AN D: Towards an On Demand ETL Approach for Semantic Data Warehouses,” 2024. doi: 10.1109/ICEEICT62016.2024.10534564.
[21] F. Sufi, “A global cyber-threat intelligence system with artificial intelligence and convolutional neural network,” Decis. Anal. J., vol. 9, 2023, doi: 10.1016/j.dajour.2023.100364.
[22] A. Gokce, M. Tajvidi, and N. Hajli, “Management Respond to Negative Feedback: AI-Powered Insights for Effective Engagement,” IEEE Trans. Eng. Manag., vol. 71, pp. 13983–13996, 2024, doi: 10.1109/TEM.2024.3432457.
[23] F. A. Prasetyo, A. Wibowo, D. Riza, and P. Syamsuddin, “Spatial-Temporal Variation of Land Surface Temperature in South Tambun District, Bekasi Regency in 2011-2022,” Sci. Educ., vol. 2, pp. 625–633, 2023, [Online]. Available: http://earthexplorer.usgs.gov/
[24] R. Gholivand, P. Goudarzi, and D. Maleki, “An Improved Hybrid Data Warehousing Architecture for Cloud Service Providers,” 2025. doi: 10.1109/CSICC65765.2025.10967465.
[25] M. F. Hossain et al., “Design and simulation numerically with performance enhancement of extremely efficient Sb2Se3-Based solar cell with V2O5 as the hole transport layer, using SCAPS-1D simulation program,” Opt. Commun., vol. 559, 2024, doi: 10.1016/j.optcom.2024.130410.
[26] S. Tahir et al., “Performance Optimization of Inorganic Cs2TiBr6 Based Perovskite Solar Cell via Numerical Simulation,” Energy Technol., vol. 11, no. 8, 2023, doi: 10.1002/ente.202300359.
[27] R. Refianti, A. B. Mutiara, and A. S. Ariyanto, “Data Visualization of Climate Patterns in Indonesia Using Python and Looker Studio Dashboard: A Visual Data Mining Approach,” J. Appl. Data Sci., vol. 5, no. 4, pp. 2054–2066, 2024, doi: 10.47738/jads.v5i4.420.
[28] F. Pang et al., “A handheld isothermal fluorescence detector for duplex visualization of aquatic pathogens via enhanced one-pot LAMP-PfAgo assay,” Biosens. Bioelectron., vol. 254, 2024, doi: 10.1016/j.bios.2024.116187.
[29] M. H. M. Rusli, M. K. Hassan, S. Muhamud-Kayat, and E. Michael, “Development of IoT Kaizen System for Smart Lean Raw Material Inventory Management: A case study at an SME factory in Malaysia,” J. Kejuruter., vol. 36, no. 4, pp. 1585–1598, 2024, doi: 10.17576/jkukm-2024-36(4)-24.
[30] J. M. Deza Castillo, O. R. Florian Castillo, G. M. A. Meléndez, and L. del Pilar Valqui Jimenez, “Design of Datamart for the Cargo Service of an SME in the Transport Sector,” 2023. doi: 10.18687/laccei2023.1.1.386.
[31] M. Younus, U. Pribadi, A. Nurmandi, and I. Z. Rahmawati, “Comparative analysis of E-Government Development Index: a case study of South Asian countries,” Transform. Gov. People, Process Policy, vol. 17, no. 4, pp. 552–574, 2023, doi: 10.1108/TG-05-2023-0068.
[32] P. Y. Tama and I. Suharjo, “Implementasi Perancangan Desain Transitif VPC Menggunakan Mikrotik Sebagai Routing Instance Pada Prototype Arsitektur Hub-and-Spoke GCP,” JEKIN-Jurnal Tek. Inform., 2024, [Online]. Available: https://rumahjurnal.or.id/index.php/JEKIN/article/view/821
[33] L. Siciliani, V. Taccardi, P. Basile, M. Di Ciano, and P. Lops, “AI-based decision support system for public procurement,” Inf. Syst., vol. 119, 2023, doi: 10.1016/j.is.2023.102284.
[34] S. Burk and G. Miner, It’s All Analytics, Part III: The Applications of AI, Analytics, and Data Science. 2023. doi: 10.4324/9780429343971.
[35] A. F. Stevens and P. Stetson, “Theory of trust and acceptance of artificial intelligence technology (TrAAIT): An instrument to assess clinician trust and acceptance of artificial intelligence,” J. Biomed. Inform., vol. 148, 2023, doi: 10.1016/j.jbi.2023.104550.
[36] X. Ma, X. Dai, Y. Bai, Y. Wang, and Y. Fu, “Rewrite the Stars,” 2024. doi: 10.1109/CVPR52733.2024.00544.
[37] L. Ma and B. Sun, “Machine learning and AI in marketing – Connecting computing power to human insights,” Int. J. Res. Mark., vol. 37, no. 3, pp. 481–504, 2020, doi: 10.1016/j.ijresmar.2020.04.005.
[38] …, D. Wahyuni, D. R. Fauzan, E. Hutabarat, E. T. Prasetyo, and ..., “Artikel Laporan KKN 6A1 Kelompok 5 Desa Srimukti RT 01/RW 02,” 2023.
[39] F. T. Karim, E. M. Y. Sihite, F. Y. Prasetyo, and ..., “Peran Pengauditan Eksternal dalam Meningkatkan Kepercayaan Publik Terhadap Laporan Keuangan,” … Natl. Semin. …, 2024, [Online]. Available: http://conference.um.ac.id/index.php/nsafe/article/view/10352
[40] F. Prasetyo et al., “Pertahanan Tingkat Server Terhadap Serangan Dns Spoofing Di Jaringan Modern,” Just IT J. Sist. …, vol. 14, no. 2, pp. 80–149, 2024, [Online]. Available: https://jurnal.umj.ac.id/index.php/just-it/index
[41] G. Raj, D. Roy, R. de Koster, and V. Bansal, “Stochastic modeling of integrated order fulfillment processes with delivery time promise: Order picking, batching, and last-mile delivery,” Eur. J. Oper. Res., vol. 316, no. 3, pp. 1114–1128, 2024, doi: 10.1016/j.ejor.2024.03.003.
[42] A. M. Iddrisu, S. Mensah, F. Boafo, G. R. Yeluripati, and P. Kudjo, “A sentiment analysis framework to classify instances of sarcastic sentiments within the aviation sector,” Int. J. Inf. Manag. Data Insights, vol. 3, no. 2, 2023, doi: 10.1016/j.jjimei.2023.100180.
[43] R. Dicarlo and A. M. Nino, “Use dashboards to support decision making in operations management,” 2023. doi: 10.1109/C358072.2023.10436318.
[44] G. A. Mendoza Ramirez, M. Y. Riscanevo Murillo, P. J. Chaparro Valderrama, M. Liceth Patiño, and Y. J. Rodríguez Mora, “Analysis of the strategic plan for the Acuña Ventures SAS company in Yopal city, Colombia,” Manag., vol. 2, 2024, doi: 10.62486/agma202429.
[45] A. Zulfikri, F. P. E. Putra, M. A. Huda, H. Hasbullah, M. Mahendra, and M. Surur, “Analisis Keamanan Jaringan Dari Serangan Malware Menggunakan Filtering Firewall Dengan Port Blocking,” 2023. doi: 10.47709/digitech.v3i2.3379.
[46] J. Santosh Kumar, K. Saravanan, R. Sharmila, S. Sivankalai, and S. Prabakar, “Implementation of Modeling and Distribution of a Big Data Warehouse,” 2023. doi: 10.1109/ICOSEC58147.2023.10275865.
[47] R. Rocca, N. Tamagnone, S. Fekih, X. Contla, and N. Rekabsaz, “Natural language processing for humanitarian action: Opportunities, challenges, and the path toward humanitarian NLP,” 2023. doi: 10.3389/fdata.2023.1082787.
[48] …, R. Ayyasy, W. Halim, A. Fauzan, H. Prasetyo, and ..., “PERAN LEMBAGA LEGISLATIF DALAM KONFIGURASI POLITIK HUKUM: ANTARA ASPIRASI PUBLIK DAN KEPENTINGAN POLITIK UNTUK MENCAPAI …,” J. Huk. …, 2024, [Online]. Available: https://ejournal.upnvj.ac.id/statuta/article/view/9930
[49] E. Krasniqi and D. Hyseni, “World Happiness Dataset: An Exploration of Advanced Data Analysis and Visualization Tools and Techniques,” 2023. doi: 10.1109/MECO58584.2023.10154957.
[50] A. A. Paz, A. C. de M. Paula, A. M. de Lima, G. L. Castro, M. C. B. da Silva, and L. T. Silva, “Health dashboard for information management in cervical cancer screening,” Rev. Lat. Am. Enfermagem, vol. 33, 2025, doi: 10.1590/1518-8345.7084.4446.
[51] F. P. E. Putra, U. Ubaidi, A. Zulfikri, G. Arifin, and R. M. Ilhamsyah, “Analysis of Phishing Attack Trends, Impacts and Prevention Methods: Literature Study,” 2024, pdfs.semanticscholar.org. doi: 10.47709/brilliance.v4i1.4357.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Rica Oktavia, Mustafida (Penulis)
This work is licensed under a Creative Commons Attribution 4.0 International License.
