The Effect of Service Quality on Customer Satisfaction Telkom IndiHome WiTel Bandung

Abstract

This study aimed to analyze the effect of service quality on customer satisfaction at "The Influence of Service Quality on Customer Satisfaction Telkom IndiHome WiTel Lembong Bandung" Respondents involved in this study as many as 125 customers who've come in and make a payment on the Plasa Telkom Lembong Bandung, the method used is a non-probability sampling technique. The data collection is done by spreading online questionnaire and data analysis method performed by multiple linear regression using SPSS 20 software. The results showed that the partial positive effect of service quality on customer satisfaction. Then based on the results of the F test, the results showed that the quality of services simultaneously affect customer satisfaction. The coefficient of determination obtained significantly, this means that customer satisfaction is influenced by the variable quality of services, namely reliability, responsiveness, assurance, empathy and tangibles while the rest can be explained by other variables not examined in this study.