PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME (Survei Pada Pelanggan IndiHome Triple Play Di Wilayah Jakarta Timur)

Rizky, Rahmatsyah (2018) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME (Survei Pada Pelanggan IndiHome Triple Play Di Wilayah Jakarta Timur). D3 thesis, Universitas Negeri Jakarta.

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Abstract

This research aims to analyze the influence of service quality towards customer satisfaction. The data which are used in this research are primary data and secondary data. The primary data were collected by questionnaires that was spreading to IndiHome’s Triple Play customers. The sampling technique in this research used non-probability sampling with judgement sampling method. The technique to analyze data used linear regression analysis, assumption classic analysis and hypothesis testing. The result of this study can be seen that service quality has influenced significantly toward customer satisfaction. It can be showed by the value of t hitung which is higher than t table ., 20,634 > 1,984. Besides that, the value of coefficient correlation (r) is 0,902 and coefficient determination is 0,813 (81,3%) then it means that the rest is 0,187 (18,7%) explained by other independent variable that wasn’t analyzed in this research.

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