Effect of Service Quality towards Customers' Satisfaction at Telecommunication Company in Indonesia

Abstract

Tight competition in the business world at this time requires every company always to give more attention to the marketing aspect. This attention can be seen from the number of the provider who involves meeting the consumers' needs. The telecommunications industry is a fast-growing business. In Indonesia, some telecommunication operators are also experiencing intense competition with both local and global companies. The ability to meet customer needs is essential. This study aims to see how the influence of quality service hopes customer satisfaction in a telecommunication company in Indonesia. The dimension of quality used includes five dimensions that are tangibles, reliability, responsiveness, assurance, and empathy. Measurement variable use questionnaire with the Likert scale from 1 (strongly disagree) to 5 (strongly agree). Statistical analysis used is the simple linear regression. The sampling technique was purposive random sampling (104 respondents). The result of data processing shows that there is the influence of quality service to customer satisfaction. The dimension of empathy receives the lowest response. On the contrary, assurance dimension has the highest answer.