Quality of Service to Customer Satisfaction of PT Telkom Corner WIFI Users
DOI:
https://doi.org/10.32528/issh.v2i3.436Keywords:
reliability, responsiveness, assurances, responsive empathy, Consumer SatisfactionAbstract
This study aimed to determine the effect of service quality on customer satisfaction from Wifi Corner at PT. Telkom Indonesia Parepare Branch. With the population and sample there are about 100 consumers using wifi corner in the city of Parepare which is taken randomly. The data analysis method used is descriptive analysis, validity test, reliability test, multiple linear analysis, t test (Partial), F test (Simultaneous), and determination test (R2).This research used a quantitative descriptive method using multiple linear regression analysis. The results of the research based on the results of the t-test stated that partially variable reliability (X1), responsiveness variable (X2), assurances variable (X3), empathy variable (X4), and tangible variable (X5) on service quality, had a significant effect on customer satisfaction of PT . Telkom Parepare Wifi Corner users based on the t-test results, where t -count > t-table, and based on the results of the f test stated that together the dimensions of service quality which consist of reliability, responsiveness, assurance, empathy, and tangibility had a significant effect on customer satisfaction of PT. Telkom Parepare Wifi Corner users, where t-count > t- table, namely 151.296 > 3.942.
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