M. Heru Bambang G. Dasuki : Pengukuran Performansi Kualitas Pelayanan Kartu Gsm Mentari Dengan Analitical Hierarchy Process Ahp Di PT. Indosat Regional Office, 2007.
USU Repository © 2009
= 0,001559194
3. Unsur Kapasitas Sistem
CH = CI
1
+ EV
1
CI
2
= 0.015941+ [0,610196 0,187626 0,202178]
= 0.015941
CH
= RI
1
+ EV
1
RI
2
= 0.58 + [0,610196 0,187626 0,202178]
= 0.58
CRH = 58
. 015941
. =
CH CH
= 0,027484871
4. Unsur Keramahan
CH = CI
1
+ EV
1
CI
2
M. Heru Bambang G. Dasuki : Pengukuran Performansi Kualitas Pelayanan Kartu Gsm Mentari Dengan Analitical Hierarchy Process Ahp Di PT. Indosat Regional Office, 2007.
USU Repository © 2009
= 0.1152616 + [0,531231 0,249726 0,219043]
= 0.1152616
CH
= RI
1
+ EV
1
RI
2
= 0.58 + [0,531231 0,249726 0,219043]
= 0.58
CRH = 58
. 1152616
. =
CH CH
= 0,19864824
5. Unsur Kecepatan
CH = CI
1
+ EV
1
CI
2
= 0.006052+ [0,631781 0,194207 0,174013]
= 0.006052
CH
= RI
1
+ EV
1
RI
2
M. Heru Bambang G. Dasuki : Pengukuran Performansi Kualitas Pelayanan Kartu Gsm Mentari Dengan Analitical Hierarchy Process Ahp Di PT. Indosat Regional Office, 2007.
USU Repository © 2009
= 0.58 + [0,631781 0,194207 0,174013]
= 0.58
CRH=
58 .
006052 .
= CH
CH
= 0,01043448
6. Unsur Kontiniuitas
CH = CI
1
+ EV
1
CI
2
= 0.017509+ [0,579347 0,221579 0,199074]
= 0.017509
CH
= RI
1
+ EV
1
RI
2
= 0.58 + [0,579347 0,221579 0,199074]
= 0.58
M. Heru Bambang G. Dasuki : Pengukuran Performansi Kualitas Pelayanan Kartu Gsm Mentari Dengan Analitical Hierarchy Process Ahp Di PT. Indosat Regional Office, 2007.
USU Repository © 2009
CRH = 58
. 017509
. =
CH CH
= 0,03018781
7. Unsur Bebas Roaming
CH = CI
1
+ EV
1
CI
2
= 0.005773 + [0,61798 0,180001 0,20202]
= 0.005773
CH
= RI
1
+ EV
1
RI
2
= 0.58 + [0,61798 0,180001 0,20202]
= 0.58
CRH =
58 .
005773 .
= CH
CH
= 0,009953313
M. Heru Bambang G. Dasuki : Pengukuran Performansi Kualitas Pelayanan Kartu Gsm Mentari Dengan Analitical Hierarchy Process Ahp Di PT. Indosat Regional Office, 2007.
USU Repository © 2009
8. Unsur Nada Sambung
CH = CI
1
+ EV
1
CI
2
= 0.071572+ [0,505719 0,242024 0,252258]
= 0.071572
CH
= RI
1
+ EV
1
RI
2
= 0.58 + [0,505719 0,242024 0,252258]
= 0.58
CRH = 58
. 071572
. =
CH CH
= 0,123399224
9. Unsur SMSMMS