ABSTRAK The objective of this research is to investigate: (1) the satisfaction level based on the expectation of the Flexi customers at PT. Telkom Kandatel Solo, and (2) the differences between the expectation of the Flexi customers and the services provided by PT. Telkom Kandatel Solo. Descriptive quantitative method is used in this research, in which the data were collected based on observation, questioneer, interview, and documentation. The population of this research is Flexi customers at PT. Telkom Kandatel Solo. Non probability sampling technique with purposive sampling method is used in this research. The accidental sample sizes of the research are 100 respondents. Over 30 respondents out of sample were also tested and showed valid and reliable result. The analysis method used in this research are IPA technique (Importance Performance Analysis) and T – test with normal test as the terms of analysis. Based on the result, the research conclude that: (1) the satisfaction level of Flexi customers at PT. Telkom Kandatel Solo in 2009 showed that =87,66% is lower than 100%, which means that the customers are not satisfied. (2) All of the service quality dimention are also significantly different between the expectation of the customers and service provided by Flexi, which are tangibles, responsiveness, reliability, assurance, and emphaty.
