文章基本信息

标题：THE INFLUENCE OF THE QUALITY OF SERVICE TOWADRS THE CUSTOMERS SATISFACTION IN USING TELKOM FLEXI TRENDY
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作者：INDAH KUMALASARI ; Emmy Indrayani
期刊名称：Faculty of Economics
出版年度：2009
卷号：0
期号：0
语种：English
出版社：Faculty of Economics
摘要：Communication is an important thing considered to be able to help humanbeings. The choices of telecommunications technology that can be utilized bythe community have their advantages and disadvantagesrespectively. Companies engaged in telecommunications began competing byissuing cards / SIM Cards (the contents of cellular telephone) for GSM (GlobalSystem for Mobile community) or CDMA (Code Division Multiple Access) inorder to satisfy consumers. Based on the above discussion the writerhas tried toanalyze what quality variables influence consumers to use Trendy TelkomFlexicovering 5 dimensions of service quality: tangibility, reliability, responsivness,assurance and emphaty. These 5 dimensions are used in order to analyze andlearn the effect of variables in the quality of services that have the strongest andthe weakest relationship in influencing the customer satisfaction. In this study,the writer uses primary data obtained by distributing questionnaires to 100respondents comprising TelkomFlexi Trendy customers located in thesurrounding area of Mampang Prapatan, South Jakarta. The hypotheses aretested by using the multiple regression analysis, which states that the variable ofservice quality jointly affect the satisfaction of the TelkomFlexi Trendy User.Respectively the variables of the quality of services are : reliability ,responsiveness, empathy , and intangibility that have significant influence on theusers satisfaction of TelkomFlexi Trendy. And the variable of responsivenesshas the strongest relationship with satisfaction of TelkomFlexi Trendy users.Meanwhile the variable of assurance has the weakest relationship to thesatisfaction of the Users of TelkomFlexi Trendy.