Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Indihome
(Studi PT Telkomsel di Kota Cirebon)
Abstrak
In the telecommunications sector, ensuring high levels of customer satisfaction is essential for sustainable business growth. This research focuses on investigating how service quality and product quality influence customer satisfaction within IndiHome, a prominent telecommunications provider managed by PT Telkomsel in Cirebon City, Indonesia. The study aims to evaluate how customers perceive IndiHome's service and product quality, measure their overall satisfaction, and explore the impact of service and product quality on customer happiness. A survey involving 384 respondents aged 34 to 39, predominantly entrepreneurs, was conducted to gather data on their perceptions. The survey, designed to assess service quality, product quality, and satisfaction levels, employed a quantitative approach with descriptive analysis. Sampling was non-probabilistic and purposive, and data was collected via questionnaire distribution. The findings reveal that both service and product quality significantly influence customer satisfaction, suggesting that addressing these aspects can enhance competitiveness and customer retention in the telecommunications market. This study offers valuable insights for telecom firms seeking to improve service delivery and achieve sustained business success by meeting customer expectations effectively.
Kata Kunci-telekomunikasi, kualitas pelayanan, kualitas produk, kepuasan pelanggana
Unduhan
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