Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pt. Telekomunikasi Indonesia Tbk Kandatel Yogyakarta

Hadi, Angga Arvianto, Tur Nastiti, S.E., M.Si.

2007 | Skripsi | S1 Extention - Management

This research aimed to analysing the influence service quality of the customer service representative that was given by PT. Telekomunikasi Indonesia, Tbk. Kandatel Yogyakarta towards the customer's satisfaction and the dimension of service quality that was most influential towards the customer's satisfaction. The variable that was researched in this research was divided in two variables, that is the independent and dependent variable. The independent variable, consisted of the variable reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangibles (X5). Whereas the dependent variable was the customer's satisfaction (Y). The sample that was taken by as many as 100 customers who came and interacted with customer service representative in Plasa Telkom, by using the method non-probability sampling technically convenience sampling, was received by the primary data that afterwards was analysed by using the analysis implement of multiplied regression. Based on results of the analysis of multiplied regression between the dimension of the service quality (reliability, responsiveness, assurance, emphaty, and tangibles) towards the customer's satisfaction that is Y = 0.268 of + 0,239X1 + 0,290X2 + 0,016X3 + 0,306X4 + 0,133X5 + e and Sig = 0.000 <α = 0.05, so as to be gotten by the significant influence of the dimension of the service quality towards the customer's satisfaction. The dimension of the service quality reliability as the dimension that was most influential towards the customer's satisfaction because of having the biggest value of the regression coefficient. The implications of this research were that the company of the telecommunications service especially Telkom must see that the service quality was the evaluation of the buyer towards the service that was accepted. The company must increase the service quality. The service quality was the factor that was very important for customer's satisfaction.

Kata Kunci : Costumer Satisfaction; Kepuasan Pelanggan; Kualitas Pelayanan; Service Quality