Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Indihome PT.Telkom Indonesia Regional I Sumatera Witel Medan

Abstract

Seeing the phenomenon that occurs where the public's demand for FTTH and Triple Play technology based services is increasing but is not accompanied by an increase in the quality of products and services provided as well as Indihome pricing that is not competitive, it is possible that Indihome will not be able to compete with competing companies as well as with new entrants emerging and ready to compete along with the increasing demand for the market, researchers are interested in conducting research with the title Analysis of Service Quality Against Satisfaction Indihome Customers of PT. Telkom Indonesia Regional I Sumatera Witel Medan. In this research, the researcher uses the method of quantitative research, by using the technique of data collection with questionnaires and literature study. The sample taken by the researcher is the user of the Indihome provider in the Medan area. The data analysis techniques used are validity test, reliability test, descriptive data analysis and hypothesis testing. The results of this study are the need for improvement in tangible indicators and an increase in responsiveness indicators, at the level of reality/performance, the reliability indicator needs to be improved, while the highest indicator, responsiveness, needs to be improved. It can be concluded that H0 is rejected and H1 is accepted. Based on the results of the coefficient of determination, it is known that the effect of service quality on customer satisfaction is 54.6% and the remaining 45.4% is influenced by other variables not examined in this study.