PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT FIRST MEDIA TBK DI SURABAYA

Abstract

This research aimed to examine service quality’s effect on the customer satisfaction service provider network PT. First Media Tbk in Surabaya. The research was quantitative, while the population of this research used provider network PT First Media Tbk in Surabaya. Meanwhile, the sample collection technique used purposive sampling with 100 respondents. The data of this research used primary data in the form of questionnaire distribution. Moreover, the data collection technique used a Likert scale, while the data analysis technique used multiple linear regression analysis. Moreover, this research used instrument tests through validity tests, normality tests, reability tests, multicollinearity tests, and heteroscedasticity tests, which showed that all variables did not break the determined rules. The F test and determination coefficient regression model of this research used was feasible to use. Furthermore, the hypothesis test showed that the physical evidence, responsiveness, reliability, guarantee, and empathy significantly affected the customers’ satisfaction. Moreover, a significant amount of determination coefficient (R²) was 0.787, which meant that 78% of the variable of customer satisfaction was affected by physycal evidence, responsiveness, reliability, guarantee, and empathy. This research stated that the customer’s satisfaction would increase if there were an improvement in service quality.
Key words: service quality, customer’s satisfaction.