Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen (Studi kasus IndiHome Jakarta Timur)

Susanto, Tri and Monoarfa, Dini Aldilla (2020) Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen (Studi kasus IndiHome Jakarta Timur). Universitas Bakrie. (Unpublished)

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Abstract

This study aims to analyze the tangible, reliability, responsiveness, assurance and empathy for customer satisfaction on Indihome customers in Jakarta Timur. The population used in this study is Indihome customers in Jakarta Timur. The number of samples used in the study were 63 respondents. The method of data collection was done using a questionnaire. This study uses Structural Equation Modeling analysis techniques using Partial Least square. Research uses the theory of service quality and strategic marketing. The results showed that reliability has a positive and significant effect on customer satisfaction, , empathy has a positive and significant effect on customer satisfaction, and assurance, responsiveness and tangible have a positive and insignificant effect on customer satisfaction.

Item Type: Other
Uncontrolled Keywords: Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen (Studi kasus IndiHome Jakarta Timur)
Subjects: Customer Satisfaction
Science Paper > Research Report
Divisions: Lembaga Penelitian dan Pengembangan
Depositing User: Users 2 not found.
Date Deposited: 31 Aug 2020 05:29
Last Modified: 31 Aug 2020 05:29
URI: https://repository.bakrie.ac.id/id/eprint/3876

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