PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME DI LOK BAHU KOTA SAMARINDA

Abstract

This research aims to determine and analyze the influence of service quality consisting of physical evidence, reliability, responsiveness, guarantee and empathy on Indihome customer satisfaction in Lok Bahu, Samarinda City. The theoretical basis used in this research includes service quality on customer satisfaction.

The results of this research show that 1) Physical evidence has a positive and significant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. 2) Reliability has a positive and significant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. 3) Responsiveness has a positive and insignificant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. 4) Guarantees have a positive and significant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. 5) Empathy has a positive and significant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. 6) Service quality consisting of physical evidence, reliability, responsiveness, guarantee and empathy together has a positive and significant effect on Indihome customer satisfaction in Lok Bahu, Samarinda City. This means that if physical evidence, reliability, responsiveness, assurance and empathy simultaneously increase, customer satisfaction will also increase.