The telecommunication industry is progressing very rapidly in Indonesia. This
kind of development encourage many telecommunicationcompanies to produce more
and more cellular products, that also including PT XL AxiataTbk.Customer will not
switch to another product if company can make them satisfied. The purpose of this
research is to find the performance, expectation,level of customer satisfaction, and
aspect that need to be improved at PT XL AxiataTbk.
This type of research used in this research is Quantitative and descriptive
.Sampling was carried out research with non –probability sampling method, the
sample of 100 respondents. To analyzedataresearcher using customer satisfaction
index and importance performance analysis (IPA).
The method used to compile data is done through direct questioner
dissemination on BEC Bandung user in 1 month duration of 150 questioner spreaded
resulting 100 valid questioner answered.
The conclusion of this research, the responses of respondent about
expectation of services used at XL Axiatais very important with percentage of
90.6%.While perceptions of services is good with percentage 70.6%. Result of
analysis of user satisfaction level is not satisfied with value 0.82which mean services
performance based on user perception is lower than expectations.There are several
aspect that should be improved in order to increase user satisfaction on service quality