ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PRODUK TELKOM SPEEDY DI WILAYAH KOTA SEMARANG

HAPSARI, Desty Dianti and KHASANAH , Imroatul (2012) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PRODUK TELKOM SPEEDY DI WILAYAH KOTA SEMARANG. Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

Development of information technology and telecommunications in today’s increasingly making progress and the complexity of communication between individuals. Internet is one example of this form of communication as a tool that makes it easy to communicate. Telkom Company is one of the ISP (Internet Service Provider) in Indonesia. This study aimed to examine the effect of product quality, a sense of trust and competitive prices to customer satisfaction of Telkom Speedy products in Semarang. The study applied an purposive sampling, using 100 samples of customers of Telkom Speedy in Semarang city. These samples were then subject to a multiple linear regression analysis. Final results of the model that had done, result of the study evidenced that competitive prices had a stronger than the others two independent variable on customer satisfaction. The results of these studies indicate that the variable of product quality, a sense of trust and competitive prices had a positive and significant effect on customer satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:product quality, sense of trust, competitive prices and customer satisfaction
Uncontrolled Keywords:product quality, sense of trust, competitive prices and customer satisfaction
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:35759
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:18 Jul 2012 09:17
Last Modified:18 Jul 2012 09:17

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