Application of Business Intelligence for Analysis of User Satisfaction and Complaints of Star.net Internet Services Based on Looker Studio
Keywords:
Keywords: Business Intelligence, Customer Satisfaction, User Complaints, Looker Studio, Internet Services, Data AnalysisAbstract
Internet services in rural areas still face various challenges, particularly related to connection stability, network disruptions, and service speed, so providers such as Star.net need to utilize data-based analysis to understand network conditions more accurately. This study aims to determine user satisfaction levels, identify the most dominant complaints, and apply Business Intelligence using Looker Studio as a visualization tool to support service quality evaluation. The research used a descriptive quantitative method with data collection through a Google Form survey completed by 62 respondents, which was then processed through the Extract–Transform–Load (ETL) stages, data cleaning, descriptive statistical analysis, and dashboard visualization. The results show that the level of user satisfaction is in the fairly good category with an average score of 3.71, where internet speed received the highest score of 3.89, while connection stability and complaint handling speed were the lowest indicators with a score of 3.56.
A total of 74.19% of users admitted to having experienced problems, with network disruptions (14 respondents) and slow connections (9 respondents) being the most common complaints. The implementation of Business Intelligence proved effective in comprehensively displaying complaint patterns, satisfaction levels, and user distribution through the Looker Studio dashboard. These findings indicate that network stability and customer service response are the aspects most in need of improvement, while further research is recommended to integrate technical network data or apply predictive analytics to project potential disruptions in the future.
Downloads
References
REFERENSI
[1] 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.
[2] Y. Tang, S. Dananjayan, C. Hou, Q. Guo, S. Luo, and Y. He, “A survey on the 5G network and its impact on agriculture: Challenges and opportunities,” 2021. doi: 10.1016/j.compag.2020.105895.
[3] 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.
[4] F. P. E. Putra, U. Ubaidi, R. N. Saputra, F. M. Haris, and S. N. R. Barokah, “Application of Internet of Things Technology in Monitoring Water Quality in Fishponds,” 2024. doi: 10.47709/brilliance.v4i1.4231.
[5] L. Qiao et al., “Antibacterial conductive self-healing hydrogel wound dressing with dual dynamic bonds promotes infected wound healing,” Bioact. Mater., vol. 30, pp. 129–141, 2023, doi: 10.1016/j.bioactmat.2023.07.015.
[6] F. P. E. Putra and M. M. Umar, “Jaringan Komputer Untuk Pemula,” 2023, researchgate.net. [Online]. Available: https://www.researchgate.net/profile/Fauzan-Eka-Putra-2/publication/379445302_Jaringan_Komputer_Untuk_Pemula/links/6609a87b390c214cfd2cc36c/Jaringan-Komputer-Untuk-Pemula.pdf
[7] F. P. E. Putra, S. M. Dewi, Maugfiroh, and A. Hamzah, “Privasi dan Keamanan Penerapan IoT Dalam Kehidupan Sehari-Hari : Tantangan dan Implikasi,” 2023. [Online]. Available: https://jsisfotek.org/index.php/JSisfotek/article/view/232
[8] J. J. Aalberg, M. D. Kimball, T. R. McIntire, and G. M. McCullen, “Long-Term Outcomes of Persistent Postoperative Opioid Use: A Retrospective Cohort Study,” Ann. Surg., vol. 281, no. 1, pp. 116–123, 2025, doi: 10.1097/SLA.0000000000005372.
[9] L. Ren, J. Dong, X. Wang, Z. Meng, L. Zhao, and M. J. Deen, “A Data-Driven Auto-CNN-LSTM Prediction Model for Lithium-Ion Battery Remaining Useful Life,” IEEE Trans. Ind. Informatics, vol. 17, no. 5, pp. 3478–3487, 2021, doi: 10.1109/TII.2020.3008223.
[10] M. K. Hassan, M. H. M. Rusli, N. A. M. Salleh, S. M. Kayat, and J. G. Wen-Hann, “Development of Interactive Warehouse Operational Visualization,” Int. J. Integr. Eng., vol. 16, no. 8, pp. 10–19, 2024, doi: 10.30880/ijie.2024.16.08.002.
[11] 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.
[12] M. Ranade, “Investigative Analysis of Hospital Module In MIMIC-IV Database for Neonatal Patients,” 2023. doi: 10.1109/CSCITA55725.2023.10105050.
[13] Y. Rudenko, K. Zhurba, I. Bekh, S. Petrenko, A. Bobokalo, and O. Semenikhina, “Using Dashboards in the Development of Students" Analytical Thinking,” 2025. doi: 10.1109/MIPRO65660.2025.11131997.
[14] A. Bhattacharya, J. Ooge, G. Stiglic, and K. Verbert, “Directive Explanations for Monitoring the Risk of Diabetes Onset: Introducing Directive Data-Centric Explanations and Combinations to Support What-If Explorations,” 2023. doi: 10.1145/3581641.3584075.
[15] X. Zhou et al., “Personalized Federated Learning with Model-Contrastive Learning for Multi-Modal User Modeling in Human-Centric Metaverse,” IEEE J. Sel. Areas Commun., vol. 42, no. 4, pp. 817–831, 2024, doi: 10.1109/JSAC.2023.3345431.
[16] Z. Ma, X. Yang, W. Shang, J. Wu, and H. Sun, “Resilience analysis of an urban rail transit for the passenger travel service,” Transp. Res. Part D Transp. Environ., vol. 128, 2024, doi: 10.1016/j.trd.2024.104085.
[17] R. Hou, X. Ye, H. B. O. Zaki, and N. A. B. Omar, “Marketing Decision Support System Based on Data Mining Technology,” Appl. Sci., vol. 13, no. 7, 2023, doi: 10.3390/app13074315.
[18] D. A. Escalante Yaulilahua, J. M. Olivera Recuay, M. R. Miranda Galván, and P. B. Venegas Rodríguez, “Peruvian Agro-Export Sector: a Competitiveness Study on Their Main Products in the Period 2010-2019,” J. Glob. Compet. Governability, vol. 17, no. 2, pp. 34–50, 2023, doi: 10.58416/GCG.2023.V17.N2.01.
[19] M. K. Hossain et al., “Enhancing efficiency and performance of Cs2TiI6-based perovskite solar cells through extensive optimization: A numerical approach,” Inorg. Chem. Commun., vol. 168, 2024, doi: 10.1016/j.inoche.2024.112964.
[20] M. S. Islam et al., “‘Challenges and future in deep learning for sentiment analysis: a comprehensive review and a proposed novel hybrid approach,’” Artif. Intell. Rev., vol. 57, no. 3, 2024, doi: 10.1007/s10462-023-10651-9.
[21] Y. Sun et al., “Multi-Functional RIS-Assisted Semantic Anti-Jamming Communication and Computing in Integrated Aerial-Ground Networks,” IEEE J. Sel. Areas Commun., vol. 42, no. 12, pp. 3597–3617, 2024, doi: 10.1109/JSAC.2024.3459028.
[22] S. Fugkeaw, P. Suksai, and L. Hak, “SSF-CDW: achieving scalable, secure, and fast OLAP query for encrypted cloud data warehouse,” J. Cloud Comput., vol. 13, no. 1, 2024, doi: 10.1186/s13677-024-00692-y.
[23] Y. Liu et al., “Graph Self-Supervised Learning: A Survey,” IEEE Trans. Knowl. Data Eng., vol. 35, no. 6, pp. 5879–5900, 2023, doi: 10.1109/TKDE.2022.3172903.
[24] T. R. McClanahan et al., “Diversification of refugia types needed to secure the future of coral reefs subject to climate change,” 2024. doi: 10.1111/cobi.14108.
[25] J. L. Watson et al., “De novo design of protein structure and function with RFdiffusion,” Nature, vol. 620, no. 7976, pp. 1089–1100, 2023, doi: 10.1038/s41586-023-06415-8.
[26] H. Wang, S. Chen, X. Yin, L. Meng, Z. Wang, and Z. Wang, “A Hybrid Fuzzy C-Means Heuristic Approach for Two-Echelon Vehicle Routing With Simultaneous Pickup and Delivery of Multicommodity,” IEEE Trans. Fuzzy Syst., vol. 33, no. 1, pp. 218–230, 2025, doi: 10.1109/TFUZZ.2024.3384963.
[27] M. Brauer et al., “Global burden and strength of evidence for 88 risk factors in 204 countries and 811 subnational locations, 1990–2021: a systematic analysis for the Global Burden of Disease Study 2021,” Lancet, vol. 403, no. 10440, pp. 2162–2203, 2024, doi: 10.1016/S0140-6736(24)00933-4.
[28] H. Mohammed, C. Summers, S. Kaushik, and E. Wu, “SmokedDuck Demonstration: SQLStepper,” 2023. doi: 10.1145/3555041.3589731.
[29] Z. Khan, M. Noman, S. Tariq Jan, and A. Daud Khan, “Systematic investigation of the impact of kesterite and zinc based charge transport layers on the device performance and optoelectronic properties of ecofriendly tin (Sn) based perovskite solar cells,” Sol. Energy, vol. 257, pp. 58–87, 2023, doi: 10.1016/j.solener.2023.04.019.
[30] F. P. E. Putra, A. B. Tamam, R. W. Efendi, and Z. Muim, “Optimasi Keamanan DNS_ Eksplorasi Optimal dengan Implementasi DNS Security Extensions (DNSSEC),” Ris. dan E-Jurnal Manaj. Inform. Komput., vol. 8, no. 1, pp. 349–358, 2024, [Online]. Available: https://jurnal.polgan.ac.id/index.php/remik/article/view/13398
[31] F. P. E. PutraP, P, I Nyoman Sudana Degeng P. ceeol.com, 2024. [Online]. Available: https://www.ceeol.com/search/article-detail?id=1222915
[32] 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.
[33] M. A. H. Al taee, H. K. Shehadeh, M. Y. Y. Miqdad, and A. Turki, “The Impact of Online Analytical Process (OLAP) on Talent Management: Case Study of Orange Jordanian Telecommunication Company – Amman, Jordan,” 2023. doi: 10.1007/978-3-031-39158-3_38.
[34] 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.
[35] 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.
[36] C. Areia, K. Burton, M. Taylor, and C. Watkinson, “Research citations building trust in Wikipedia: Results from a survey of published authors,” PLoS One, vol. 20, no. 4 April, 2025, doi: 10.1371/journal.pone.0320334.
[37] V. Weerapura, R. Sugathadasa, M. M. De Silva, I. Nielsen, and A. Thibbotuwawa, “Feasibility of Digital Twins to Manage the Operational Risks in the Production of a Ready-Mix Concrete Plant,” Buildings, vol. 13, no. 2, 2023, doi: 10.3390/buildings13020447.
[38] F. P. E. Putra, M. A. Mahmud, and I. S. Maqom, “Pengembangan Sistem Pemantauan Lingkungan Berbasis Internet Of Things (Iot) Di Kampus,” 2023, researchgate.net. [Online]. Available: https://www.researchgate.net/profile/Fauzan-Eka-Putra-2/publication/379445633_Pengembangan_Sistem_Pemantauan_Lingkungan_Berbasis_Internet_of_Things_IoT_di_Kampus/links/6609aa9010ca86798731de49/Pengembangan-Sistem-Pemantauan-Lingkungan-Berbasis-Internet-of
[39] S. Ayvaz and K. Alpay, “Predictive maintenance system for production lines in manufacturing: A machine learning approach using IoT data in real-time,” Expert Syst. Appl., vol. 173, 2021, doi: 10.1016/j.eswa.2021.114598.
[40] R. B. W. Lima, A. F. Silva, W. L. de O. da Rosa, E. Piva, R. M. Duarte, and G. M. De Souza, “Bonding Efficacy of Universal Resin Adhesives to Zirconia Substrates: Systematic Review and Meta-Analysis.,” 2023. doi: 10.3290/j.jad.b3868649.
[41] S. Arifin, N. P. Dewi, . U., M. N. Arifin, and F. P. E. Putra, “Aplikasi Pengolahan Data Mahasiswa Kkn Pada Universitas Madura,” Insa. Comtech Inf. Sci. Comput. Technol. J., vol. 8, no. 2, p. 24, 2023, doi: 10.53712/jic.v8i2.2085.
[42] L. Marrucci, T. Daddi, and F. Iraldo, “Creating environmental performance indicators to assess corporate sustainability and reward employees,” Ecol. Indic., vol. 158, 2024, doi: 10.1016/j.ecolind.2023.111489.
[43] 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.
[44] F. Sufi, “Algorithms in Low-Code-No-Code for Research Applications: A Practical Review,” 2023. doi: 10.3390/a16020108.
[45] S. Safiuddin and F. P. E. Putra, “Strategi Efisiensi Wireless Sensor Network (WSN),” INFORMATICS Educ. Prof. J. Informatics, vol. 8, no. 1, p. 52, 2023, doi: 10.51211/itbi.v8i1.2441.
[46] 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/
[47] 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.
[48] F. P. E. Putra and N. Saadah, “Interaktif dan Personalisasi Peningkatan Pembelajaran IoT di Sekolah,” J. Sistim Inf. dan Teknol., vol. 5, no. 2, pp. 175–181, 2023, [Online]. Available: http://www.jsisfotek.org/index.php/JSisfotek/article/view/236
[49] 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.
[50] F. P. E. Putra, A. Muzayyin, and M. U. Mansyur, “ANALISIS KUALITAS LAYANAN ABSENSI BERBASIS FINGER BERDASARKAN Quality of Service,” J. Inform., 2024, [Online]. Available: https://jurnal.darmajaya.ac.id/index.php/JurnalInformatika/article/view/3949
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Mustafida, Rica Oktavia (Penulis)
This work is licensed under a Creative Commons Attribution 4.0 International License.
