THE ANALYSIS OF CUSTOMER SATISFACTION UPON THE SERVICE QUALITY OF KOPEGTEL SEMARANG (The case Study upon the service of telephone bill payment in Pedurungan payment counter)

Abstract

The background of the research was the existence of fluctuation of the transaction number upon the counter of telephone bill payment in Pedurungan. From the condition, there was an attraction of the research question of “Does the gap of customer’s wishes againt the service performance evaluated from Tangibles, Reability, Responsiveness, Assurance and Empathy exist in the counter of telephone bill payment in Pedurungan”. The purpose of the research are to acknowledge the satisfaction level and to analyze whether there is a gap between the wished andaccepted service. the type of the research is Explanatory research. The taken sample was 100 respondents, by using Accidental Sampling tecnique. The used data analysis and hypothesis testing of Wilcoxon Match Pairs Test. The research result shows that upon the tangibles dimension, the respondent equivalent level is 88.16 percent, it means that the respondent stated enough satisfaction with the given performance. Upon the reability dimension, the respondent equivalent level is 86.97 percent, it translates to the statement of enough satisfaction of the respondent. Upon the responsiveness dimension, the respondent equivalent level is 85.44 percent, it translates to the statement of less satisfaction of the respondent. Upon the assurance dimension, the respondent equivalent level is 84.45 percent, it translates to the statement of less satisfaction of the respondent. Upon the empathy dimension, the respondent equivalent level is 85.61 percent, it translates to the statement of less satisfaction of the respondent. Based upon the calculation that used Wilcoxon Match Pairs Test, it results to the value of Z count in the average of -7.603 by using match test and significance level of 0.000, in which could be seen/ compared to the value of Z table (+ 1.96) so that the value of Z count is in the Ho rejection area, as the result, Ho is rejected and Ha is accepted. The main recommendation of the research is the need of security officer and the adding of the payment counter officer.