PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT KISEL (ANAK PERUSAHAAN PT TELKOMSEL) MEDAN

Muhammad Yamin Siregar(1*), Intan Wahyu Ningsih(2),


(1) 
(2) 
(*) Corresponding Author

Abstract


The objective of this research is to determine the impact of service quality dimension viewed from
tangible,  reliability,  responsiveness,  assurance,  and  empathy  dimension  towards  customer
satisfaction at PT. Kisel (Official Branch of PT. Telkomsel) Medan.In this research the population’s
103  respondent  with  sample’s  used  is  82  respondent.  The  sample  selection  method  used  is
purposive sampling, based on Telkomsel customer that visit PT Kisel to complaint their problem
more  than  1  time.  Data  analyzing  method  that  is  used  is  multiple  linear  regression  using  SPSS
version 19.0 program.The result of this research is  tangible, reliability, responsiveness, assurance,
empathy simultaneously have positive and significant influencetoward customer satisfaction. Based
on  test  only  reliability  variable  and  assurance  have  significant  influence  towards  customer
satisfaction. based on coefficient determination test (  R
2
) 86,3% of customer satisfaction can be
explained by tangible, reliability, responsiveness, assurance, and empathy, while the rest 13,7% is
explained by other variables not observed in this research.
Keywords :Tangible, Reliability, Responsiveness, Empathy, Customer satisfaction

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DOI: http://dx.doi.org/10.31289/jkbm.v3i1.242

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