Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Telekomunikasi Indonesia (Persero) Tbk Cabang Lhokseumawe

Abstract

The purpose of this study is to determine how to influence the services quality consisting of tangibles, reliability, responsiveness, assurance and empathy towards customer satisfaction on PT. Telekomunikasi Indonesia (Persero) Tbk Lhokseumawe Branch and to determine the variables of service quality is the most dominant influence on customer satisfaction in the PT. Telekomunikasi Indonesia (Persero) Tbk Lhokseumawe Branch. Authors distributed questionnaires to 100 customers of PT. Telekomunikasi Indonesia (Persero) Tbk Lhokseumawe Branch. To analyze the effect of independent variables on the dependent variable, multiple linear regression technique was used. Because in this study the researchers analyzed more than one variable , namely the tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) of the partial test results, service quality variables consisting of tangibles (X1), reliability (X2), responsiveness (X3) , assurance (X4) and empathy (X5) significantly affects customer satisfaction (Y) at PT. Telekomunikasi Indonesia (Persero) Tbk Lhokseumawe Branch, this can be seen from the partial test in which the value of tcount > ttable. For simultaneous testing, that the independent variables simultaneously service quality consists of tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) significantly affects customer satisfaction (Y) on PT. Telekomunikasi Indonesia (Persero) Tbk Lhokseumawe Branch, this can be seen from the simultaneous trials in which the value of Fcount > Ftable. Value of the correlation coefficient (R) obtained for 0.809 and Adjusted R2 value of 0.636 or 63.6 % and the remaining 36.4% is influenced by other variables not examined in this study (error term).

Key Words : Service Quality, Customer Satisfaction.