ANALISIS TINGKAT KEPUASAN PENGGUNA LAYANAN INTERNET DAN STRATEGI OPTIMALISASI QUALITY OF SERVICE JARINGAN INTERNET (STUDI KASUS UNIVERSITAS TEKNOLOGI SUMBAWA)

Abstract

Sumbawa University of Technology is a university that has applied information
technology to support academic and non-academic activities. To support these
activities at Sumbawa University of Technology has provided internet service facilities
as a source of information and data exchange. This study aims to measure the quality
of internet services and determine the strategy for optimizing the internet network at
Sumbawa University of Technology. This study is a quantitative study using a
questionnaire to measure the satisfaction of service users with a total population of
286 lecturers and staff and the determination of the number of samples using a
proportional random sampling technique so that the number of samples can be
determined as many as 176 lecturers and staff. And to measure the capabilities of the
internet network at Sumbawa University of Technology using the Wireshark
application. Where the results of measuring user satisfaction were obtained 5.95%
stating very satisfied, 16.01% expressing satisfaction, 47.56% stating dissatisfaction
and 30.49% stating very dissatisfied. From the measurement results using the
wireshark application on the Quality of service parameters consisting of throughput,
delay, packet loss and jitter using the standards set by TIPHON, results were
obtained with an average index of 2.4 with a medium category. So it is necessary to
improve the quality of internet services in order to increase the satisfaction of internet
service users at sumbawa University of Technology.