ANALISIS PENGARUH KUALITAS LAYANAN KELUHAN TERHADAP KEPUASAN KONSUMEN DI BIDANG JASA TELEKOMUNIKASI SELULER (Studi Kasus Konsumen Pengguna provider Indosat IM3 di PT.Indosat Bandar Lampung)

Abstract

The aims of this research is to determine the effects of service quality, customer satisfaction IM3 Indosat mobile telecommunications in Bandar Lampung . The data of this research is collected from 100 customer who use more or less 1 year Indosat IM3 . The sampling technique of this research is non probability sampling with the method of purposive sampling. The analysis techniques used in the research are validity test, reliability test, classic assumptions test, multiple linear regression analysis and hypothesis test including the t test, F test, and coefficient of determination (R2). The result of analysis using multiple linear regression can be seen that the service quality variable has positive effect on customer satisfaction Indosat IM3. Second, consumers value a positive influence on customer satisfaction Indosat IM3. The result of analysis using t test can be seen that service quality, customer satisfaction have positive effect and significant toward the customer satisfaction Indosat IM3 . The result of analysis using coefficient of determination is known that 55,9% , can be explained by variable reliability, responsiveness, assurance, empathy while 44,1% explained by others variable that excluded in this research