Adanya kebijakan pemerintah mengenai kewajiban bagi pengguna kartu telepon selular prabayar untuk melakukan registrasi kartu telepon selular, akan berdampak pada proses bisnis operator telekomunikasi. Operator akan diuntungkan dengan didapatkannya data mengenai pelanggan kartu telepon prabayar, sehingga operator akan lebih mudah untuk mengetahui siapa dan karakteristik para pelanggan. Lebih jauh lagi, operator dapat melakukan kebijakan-kebijakan marketing dan service terhadap pelanggannya sesuai segmentasi pelanggan. Di lain pihak dampak negatif dengan peraturan ini adalah operator dapat kehilangan pelanggan bila para pengguna kartu prabayar tidak mengindahkan kebijakan ini. Oleh sebab itu, penting dilaksanakannya analisis pelaksanaan dan pelayanan registrasi kartu telepon selular prabayar. Hal ini bertujuan untuk peningkatan performa pelaksanaan dan pelayanan registrasi prabayar. Analisis ini dapat dilakukan melalui survey kepuasan pelanggan dengan menggunakan metode analisis multivariat dan Importance-Performance Analysis. Dengan metode ini, dapat diketahui bagaimana pelaksanaan dan performa pelayanan registrasi prabayar yang ada saat ini, serta memperlihatkan variabel-variabel pelayanan yang perlu ditingkatkan. Setelah data kepuasan pelanggan didapatkan, untuk memastikan semua keinginan pelanggan yang paling penting dapat diterima dan diprioritaskan, maka akan dikembangkan matriks House of Quality (HOQ) sebagai dasar penerapan Quality Function Deployment (QFD). Pembuatan House of Quality didasarkan pada strategic value, dengan menekankan pada nilai performa dan kepentingan setiap variabel pelayanan. Penelitian ini diharapkan dapat memberikan masukan strategi kepuasan pelanggan kepada pihak perusahaan, yakni PT.Telkomsel sehingga, dapat meningkatkan performa pelayanan registrasi prabayar kartu telepon selular di masa yang akan datang.

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The prepaid cellular telephone number registration which has been conducted recently in Indonesia has given positive and negative impacts to operators. Operators are able to use the customers' data to analyze customers' behaviour and to develop marketing and service strategies. On the other hand, operators may lose their customers if these customers do not register their cellular telephone numbers. Due to this fact, operators need to analyze the prepaid registration implementation and service. The purpose is to improve service performance and to acknowledge customers' needs. Identification of customers' needs can be conducted through surveys to measure customer satisfaction of service performance by using multivariate analysis and Importance Performance Analysis. Importance performance Analysis will results on importance performance diagram that will shows service performance and service attributes that need to be improved. Based on the Importance Performance Diagram, the kinds of service variables which need to be improved can be identified. After measuring customer satisfaction, to ensure that all importance customer needs have been covered and prioritized. House of Quality (HOQ), as the basis of Quality Function Deployment (QFD) will be developed. The making of this House of Quality will be based on strategic value, to make sure all importance and performance value of each attributes are being considered, including enterprise's ability. The results from this research will facilitate Telkomsel in improving their overall service performance based on customers' needs by using House of Quality.