ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA WIFI CORNER DI PT TELKOM CABANG SUMENEP

JUWITO MAHARDI Z P

Abstract


Along with the times, internet users in Indonesia is increasing and the consequences to competition among Internet service providers. This situation demands the company always strives to present a high quality product, promote and maintain a quality service, making the customer satisfied with the services provided. As well as PT. Telkom branch Sumenep proven every year to reach about twenty two thousand regular users or new users.


The purpose of this study are: 1) to determine the conditions describe the quality of service and satisfaction Wifi PT Telkom Branch Corner in Sumenep. 2) to determine the effect of service quality on customer satisfaction Wifi Corner PT. Telkom Branch Sumenep.


This research was conducted in the form of a survey, with data retrieval methods using questionnaires. The study included two hunderd wifi service users using accidental sampling technique. Data analysis method used is descriptive analysis of the study variables, simple linear regression and hypothesis testing (t test).


From the results of the research data processing using SPSS, descriptive analysis of the results obtained by the quality of service that the majority of the votes of the quality of service has a tendency value is quite high at 69.89% and user satisfaction ratings reached 68.64% are satisfied with the services provided. While the hypothesis testing results obtained simple linear regression model Y = 0.585 + 0,965X and the influence of service quality on user satisfaction was 96.1%. T test results showed that the p-value (sign) of 0.000 below 5% alpha, which means quality service and significant positive effect on the corner wifi user satisfaction in PT. Telkom branch Sumenep.


 Keywords : Quality of service and satisfaction Wifi Corner PT Telkom Branch Sumenep


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