PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME TRIPLE PLAY
ABSTRACT: The development of
communications technology in Indonesia is now increasingly sophisticated in the
lives of people who use and can not be avoided. Increasing number of people who
use the internet media. This study was conducted at PT. Telkom Indonesia Witel
Denpasar Tbk aims to determine the effect of service quality dimensions on
customer satisfaction with the number of samples of 90 customers, using
non-probability sampling method. .The sample type wa chosen using purposive
sampling technique. The data were collected through questionnaires. Through the
distribution of questionnaires likert scale to measure the quality of service,
customer satisfaction. Likert scale used is the range of values 1 to 5. The
analysis technique used is multiple regression. Based on the analysis result
found that service quality dimension which include physical evidence,
reliability, responsiveness, assurance, empathy have positive and significant
effect to customer satisfaction.
Kata kunci: kualitas produk, bukti fisik, keandalan, daya tanggap,
jaminan, empati, kepuasan pelanggan
Kata Kunci: Kualitas Produk, bukti fisik, keandalan, daya tanggap, jaminan,
empati, kepuasan pelanggan.
Penulis: Ichsan Dwi Armanto
Kode Jurnal: jpmanajemendd180065
