Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome (Studi Kasus Pada Witel Kerawang)

Farah Aisyah Basri, Tjahjono Djatmiko

Abstract

Abstrak Seiring dengan perkembangan teknologi dan informatika, perusahaan penyedia jasa internet terus berinovasi dalam menciptakan produknya, seperti PT. Telekomunikasi Indonesia Tbk yang mengeluarkan produk fixed broadband internet yaitu Indihome. Penelitian ini bertujuan untuk mengetahui pengaruh dari setiap dimensi kualitas pelayanan yaitu reliability, responsiveness, assurance, emphaty, dan tangible terhadap kepuasan pelanggan Indihome Karawang. Penelitian ini merupakan penelitian kuantitatif dengan sampel berjumlah 400 responden yang merupakan pelanggan Indihome Karawang. Analisis data menggunakan analisis linier berganda. Hasil penelitian ini menunjukkan dimensi kualitas pelayanan yaitu reliability, responsiveness, assurance, emphaty, dan tangible memiliki pengaruh terhadap kepuasan pelanggan, reliability memiliki pengaruh paling besar terhadap kepuasan pelanggan Indihome Karawang. Kesimpulan yang dapat diambil dalam penelitian ini adalah reliability memiliki pengaruh terbesar tetapi belum mendapatkan penilaian tertinggi dari responden. Kata kunci: kualitas pelayanan, kepuasan pelanggan, Indihome Karawang

Abstract Align with this technology and informatics advancement, internet service provider continue to innovate by creating different products such as PT. Telekomunikasi Indonesia Tbk who providing fixed broadband internet under the Indihome brand. This research aims at finding out the effect of service quality provided particularly in its reliability, responsiveness, assurance, empathy, and tangible towards customer satisfaction on Indihome Karawang. This study uses quantitative methods through surveys by distributing 400 questionnaires to customers. The result of this research shows that service quality dimension particularly in its reliability, responsiveness, empathy, tangible have influence to customer satisfaction, while assurance have no influence to customer satisfaction. Despised reliability has the highest influence on customer satisfaction Indihome Karawang. The conclusion that can be taken from this research is reliability has the highest influence but have not had the highest assessment from the respondents. Keywords: service quality, customer satisfaction, Indihome Karawang.

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