PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PRODUK TELKOMSEL PADA PT. RUDI PRATAMA MURUNG RAYA

Abstract

This research was aim to know about the factors of service quality that consist of tangibles, reliability, responsiveness, assurance, and emphaty simultaneously and partially influence on Telkomsel consumers satisfaction at PT. Rudi Pratama Murung Raya. The data was analyzed by using multiple regressions with SPSS 12.0 for Windows program. The result with T test (partially) showed that : 1) X₁ t_count  1,009 < t_table 2,080, at level  of significant 0,5 %. Partially, tangibles (X₁) have not an effect on consumers satisfaction (Y); 2) X₂ t_count  1,150 < t_table  2,080, at level of significant 0,5 %.  Partially, reability (X₂) have not an effect on consumers satisfaction (Y); 3) X₃ t_count 2,773 > t_table 2,080, at level of significant 0,5%. Partially, responsiveness (X₃) have an effect on consumers satisfaction (Y); 4) X₄ t_count  2,176 > t_table 2,080, at level of significant 0,5 %. Partially, assurance (X₄) have an effect on consumers satisfaction (Y); 5) X₅ t_count 1,611 < t_table 2,080, at level of significant 0,5 %. Partially, empathy (X₅) have not an effect on consumers satisfaction (Y). The result with F test showed that F_count  3,144 > F_table 2,74. It means simultaneously there are an effect between tangibles (X₁), reability (X₂), responsiveness (X₃), assurance (X₄) and empathy (X₅) on consumers satisfaction (Y). reability (X1) have not significantly dominant on consumers satisfaction