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ITS » Paper and Presentation » Statistika - D3
Posted by aprill@is.its.ac.id at 14/07/2014 21:11:41  •  1337 Views


SERVICE QUALITY ANALYSIS OF TELKOM SPEEDY IN SURABAYA REGION

Author :
FIKRI, HURIYANI ( 1310030021 )




ABSTRAK

Pelanggan adalah pemegang peran penting dalam perusahaan penyedia layanan internet. PT Telekomunikasi Indonesia Tbk Telkom sebagai salah satu perusahaan penyedia layanan internet yaitu Telkom Speedy serius memberikan pelayanan prima kepada pelangganannya. Prinsip perusahaan adalah mendapatkan keuntungan maksimum dengan biaya yang minimum. Kepuasan dan loyalitas pelanggan merupakan prioritas bagi manajemen mengingat profit yang maksimum diperoleh melalui peningkatan penjualan. Karena kepuasan pelanggan dapat membentuk keloyalan terhadap produk maka peningkatan penjualan dapat dicapai tanpa biaya pengiklanan yang besar. Tujuan utama dalam penelitian ini adalah mengetahui hal-hal yang memiliki peran terhadap peningkatan kepuasan dan loyalitas pelanggan. Selain itu juga dilakukan evaluasi terhadap kualitas layanan Telkom Speedy. Penelitian ini menggunakan data hasil survei loyalitas pelanggan Telkom Speedy di Surabaya sebanyak 222 data. Hasil uji Kruskall-Wallis yaitu loyalitas pelanggan Telkom Speedy berbeda pada aspek perilaku pelanggan yaitu pengeluaran rumah tangga loyalitas tinggi justru dimiliki oleh pelanggan dengan kemampuan finansial lebih rendah. Berdasarkan analisis regresi logistik biner diketahui bahwa faktor yang mempengaruhi kepuasan pelanggan adalah variabel reliability assurance dan tangible.


ABSTRACT

Customers are important stakeholders in the Internet service provider company. PT Telekomunikasi Indonesia Tbk Telkom as one of the companys internet service provider Telkom Speedy is serious about providing excellent service to its subscribers. The principle of the company is to get the maximum benefit at minimum cost. Satisfaction and customer loyalty is a priority for management since maximum profit obtained through increased sales. Because customer satisfaction may establish loyalty to the product then the increase in sales can be achieved without a large advertising cost. The main objective of this research is to know the things that have a role to increase customer satisfaction and loyalty. It also conducted an evaluation of the Telkom Speedy service quality. This study uses Telkom Speedys customer loyalty survey data in Surabaya as 222 data. Kruskall-Wallis test results that differ Speedy customer loyalty is in the customer behavioral aspects of household expenditure higher loyalty owned by customers with lower financial capability. Based on a binary logistic regression analysis known that factors that affect customer satisfaction is variable reliability assurance and tangible.



KeywordsKepuasan Pelanggan; Loyalitas; Telkom Speedy; Kruskall-Wallis; Regresi Logistik Biner
 
Subject:  Layanan pelanggan analisis regresi logistik--kontrol kualitas
Contributor
  1. Dra. Lucia Aridinanti, MT.
Date Create: 14/07/2014
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-13021140004128
Collection ID: 13021140004128
Call Number: RSSt 519.536 Fik a


Source
Presentations, Statistics, RSSt 519.536 Fik a, 2014

Coverage
ITS Community

Rights
Copyright @2014 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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  1.  ITS-paper-30432-1310030021-Presentation-1.pdf - 829 KB
  2.  ITS-paper-30432-1310030021-Presentation-2.pdf - 964 KB
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  14.  ITS-paper-30432-1310030021-Presentation-13.pdf - 838 KB




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