PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INTERNET PADA TELKOM SPEEDY BANDUNG

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INTERNET PADA TELKOM SPEEDY BANDUNG

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Title: PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INTERNET PADA TELKOM SPEEDY BANDUNG
Author: Desiktiansyah, Erwin
Abstract: The object of research at PT. Telekomunikasi Indonesia Tbk, this study analyzed the customer satisfaction of Telkom Speedy seen from the quality of service . As the research object as an independent variable , namely that having basic dimensions Tangible, Emphaty, Responsiveness, Reliabilty, Assurance variable. Is expected satisfaction which has dimensions quality ( estimates or beliefs about what customers would be obtained if it consumes the goods / services ) and perceived quality , the distribution of a sample of 100 responde , using path analysis , descriptive methods , verification . Internet Service Quality in Telkom Speedy Bandung can be said to AGREE . thus it can be stated that the statement of respondents to the Internet Service Quality in Telkom Speedy Bandung can be said to be GOOD . Based on calculations on t count > t table that the hypothesis that the author made acceptable , meaning that the authors hypothesis supported by the facts on the ground, T hitung 13.479 is in the region of rejection of H0 , so the hypothesis that the author asked in Chapter 1 , namely : " Quality services ( X ) of the Consumer Satisfaction (Y) internet at Telkom Speedy Bandung " acceptable.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3140
Date: 2014


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Daftar Isi.pdf 62.90Kb PDF View/Open
Bab 1.pdf 357.6Kb PDF View/Open
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