ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA WIFI CORNER DI PT TELKOM CABANG SUMENEP
Abstract
Along with the times, internet users in Indonesia is increasing and the consequences to competition among Internet service providers. This situation demands the company always strives to present a high quality product, promote and maintain a quality service, making the customer satisfied with the services provided. As well as PT. Telkom branch Sumenep proven every year to reach about twenty two thousand regular users or new users.
The purpose of this study are: 1) to determine the conditions describe the quality of service and satisfaction Wifi PT Telkom Branch Corner in Sumenep. 2) to determine the effect of service quality on customer satisfaction Wifi Corner PT. Telkom Branch Sumenep.
This research was conducted in the form of a survey, with data retrieval methods using questionnaires. The study included two hunderd wifi service users using accidental sampling technique. Data analysis method used is descriptive analysis of the study variables, simple linear regression and hypothesis testing (t test).
From the results of the research data processing using SPSS, descriptive analysis of the results obtained by the quality of service that the majority of the votes of the quality of service has a tendency value is quite high at 69.89% and user satisfaction ratings reached 68.64% are satisfied with the services provided. While the hypothesis testing results obtained simple linear regression model Y = 0.585 + 0,965X and the influence of service quality on user satisfaction was 96.1%. T test results showed that the p-value (sign) of 0.000 below 5% alpha, which means quality service and significant positive effect on the corner wifi user satisfaction in PT. Telkom branch Sumenep.
Keywords : Quality of service and satisfaction Wifi Corner PT Telkom Branch Sumenep
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
Jurnal Pendidikan Tata Niaga (JPTN) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Abstract Views: 105
PDF Downloads: 175
