Penerapan Business Intelligence untuk Analisis Kepuasan dan Keluhan Pengguna Layanan Internet Star.net Berbasis Looker Studio
Kata Kunci:
Kata Kunci: Business Intelligence, Kepuasan Pelanggan, Keluhan Pengguna, Looker Studio, Layanan Internet, Analisis DataAbstrak
Layanan internet di wilayah pedesaan masih menghadapi berbagai tantangan, terutama terkait stabilitas koneksi, gangguan jaringan, dan kecepatan layanan, sehingga penyedia seperti Star.net perlu memanfaatkan analisis berbasis data untuk memahami kondisi jaringan secara lebih akurat. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna, mengidentifikasi keluhan paling dominan, serta menerapkan Business Intelligence menggunakan Looker Studio sebagai alat visualisasi untuk mendukung evaluasi kualitas layanan. Penelitian menggunakan metode kuantitatif deskriptif dengan pengumpulan data melalui survei Google Form yang diisi oleh 62 responden, kemudian diolah melalui tahapan Extract–Transform–Load (ETL), pembersihan data, analisis statistik deskriptif, dan visualisasi dashboard. Hasil penelitian menunjukkan bahwa tingkat kepuasan pengguna berada pada kategori cukup baik dengan nilai rata-rata 3.71, di mana kecepatan internet memperoleh nilai tertinggi sebesar 3.89, sementara stabilitas koneksi dan kecepatan penanganan keluhan menjadi indikator terendah dengan nilai 3.56. Sebanyak 74.19% pengguna mengaku pernah mengalami kendala, dengan gangguan jaringan (14 responden) dan koneksi lambat (9 responden) sebagai keluhan yang paling sering muncul. Penerapan Business Intelligence terbukti efektif dalam menampilkan pola keluhan, tingkat kepuasan, serta distribusi pengguna secara komprehensif melalui dashboard Looker Studio. Temuan ini menunjukkan bahwa stabilitas jaringan dan respons layanan pelanggan merupakan aspek yang paling perlu ditingkatkan, sementara penelitian selanjutnya disarankan untuk mengintegrasikan data teknis jaringan atau menerapkan analisis prediktif guna memproyeksikan potensi gangguan di masa mendatang.
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