PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN SIM CARD KARTUHALO TELKOMSEL REGIONAL MALUKU
(UNIT PELAYANAN GRAPARI MALUKU)
Abstract
The Maluku GraPARI Service Unit is currently faced with a business competition in cellular telecommunications operator services with a number of other cellular telecommunications operators in the country. The problem of this research is how the effect of service quality on SIMCard GSM kartuHALLO customer satisfaction and the purpose of this research is to test and analyze service quality on SIMCard GSM kartuHALLO customer satisfaction.
This research was conducted to achieve the research objectives that have been set, namely to identify and analyze the level of importance of each attribute dimension of service quality in creating total customer satisfaction for SIMCard GSM kartuHALO Telkomsel services. samples taken as many as 100 samples. Data collection is carried out by distributing questionnaires to kartuHALO customers. Multiple Regression Analysis is used to measure the influence of the independent variables on the dependent variable.
The results of the analysis show that the F-test statistical test shows that the independent variables tangible, reliability, responsiveness, assurance and empathy simultaneously have a positive and significant effect on consumer satisfaction using the SIMCard Telkomsel HALLO card.
tangible, reliability, responsiveness, assurance and empathy have a positive and significant influence on kartuHALO user satisfaction. This means that every increase in tangible, reliability, responsiveness, assurance and empathy is in line with an increase in customer satisfaction.
Keywords: Service Quality, Customer Satisfaction
Downloads
Published
Issue
Section
Citation Check
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Access and Licensing
All articles published in Jurnal Maneksi (Management Ekonomi Dan Akuntansi) are available immediately upon publication without any embargo period. No registration or subscription fees are required to access our content.
To facilitate clarity and ease of reuse, Jurnal Maneksi (Management Ekonomi Dan Akuntansi) adopts Creative Commons licenses. By default, all articles are published under the Creative Commons Attribution License (CC BY 4.0). This license permits unrestricted use, distribution, and reproduction in any medium, provided that proper attribution is given to the original author(s) and source.
Copyright Policy
Authors publishing in Jurnal Maneksi (Management Ekonomi Dan Akuntansi) retain copyright over their work. By submitting and publishing with Jurnal Maneksi (Management Ekonomi Dan Akuntansi), authors grant the journal the right of first publication under their chosen open-access license. This ensures that authors maintain full control over their intellectual property while enabling broad dissemination and reuse of their work.
Authors are also encouraged to:
- Share their published articles in institutional repositories or personal websites, ensuring proper acknowledgment of initial publication in Jurnal Maneksi (Management Ekonomi Dan Akuntansi).
- Enter into non-exclusive agreements for further distribution, such as including their articles in books or other publications.
