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Pengaruh Kualitas Pelayan Terhadap Kepuasan Pelanggan Pt Telkomsel Batam

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  • Sukma, STIM

Abstract

Tujuan peneltian ini adalah untu mengetahui apakah ada pengaruh kualitas pelayanan terhadap kepuasan pelanggan di PT Telkomsel Batam. Sampel penelitian ini adalah 109 responden, penganbilan sampel dengan metode slovin. Variabel dependen dalam penelitian ini adalah kepuasan pelanggan sedangkan Variabel independen adalah Kepuasan.Penelitian ini bertujuan untuk mengetahu kualitas pelayanan dan kepuasan pelanggan PT Telkomsel di Batam. Kemudian untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan PT. Telkomsel di kota Batam. Penelitian ini merupakan penenlitian kuantitatif, dengan jumlah populas sebanyak 150 dan sampel yang digunakan sebanyak 109 pelanggan. Teknnik penarikan sampelnya adalah proportional random sampling. Metode analisa data diiolah dengan bantuan SPPS 20. Hasil penelitiannya dengan analisis deskriptif. Hasil penelitian menunjukan bahwa uji koefisien determinasi variabel kualitas mamu menjelaskan keberadaannya terhadap kepuasan pelanggan, selain itu kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan PT. Telkomsel di kota Batam

Suggested Citation

  • Sukma, STIM, 2018. "Pengaruh Kualitas Pelayan Terhadap Kepuasan Pelanggan Pt Telkomsel Batam," INA-Rxiv g3p85, Center for Open Science.
    • Handle: RePEc:osf:inarxi:g3p85
    DOI: 10.31219/osf.io/g3p85
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