PENGARUH KEPUASAN PELANGAN PADA MUTU PELAYANAN CUSTOMER SERVICE TERHADAP KEPERCAYAAN PELANGGAN PADA PT. TELKOM (tbk )(Studi Pada Pelanggan Telepon Rumah di Perumahan Sari Madu kelurahan Sitirejo Kecamatan Wagir Kabupaten Malang)

Mufidah, Khusnul (2010) PENGARUH KEPUASAN PELANGAN PADA MUTU PELAYANAN CUSTOMER SERVICE TERHADAP KEPERCAYAAN PELANGGAN PADA PT. TELKOM (tbk )(Studi Pada Pelanggan Telepon Rumah di Perumahan Sari Madu kelurahan Sitirejo Kecamatan Wagir Kabupaten Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

Today's home phone is not the only means of telecommunication, we can say is no longer efficient, but in reality there are many customers who still use the home phone service, it is proof that customers are loyal to the PT. TELKOM. formulation of this research is 1. To determine whether there is any effect of customer satisfaction on service quality customer service to customer trust. 2. To find out how much influence customer satisfaction on service quality customer service to customer trust. 3. How the direction is positive or negative effects. Customer Service is part of the relations established by the company to provide service to customers, CS must provide the same quality service to all customers so satisfaction that culminate in the creation of trust. Trust begins with customer satisfaction that is received upon the fulfillment of needs, expectations and desires of customers for goods and services. This research was supported by the S-O-R theory because in theory this process of change in attitude appears that attitudes can be changed, only if the stimulus that throws actually exceeds the original. According to (Effendi, 2003) in (http://docs.google.com) relies on attitude change processes that occur on an individual. Stimuli or messages conveyed to the communicants may be accepted or rejected. Communication will take place if any attention from the communicant. And the next process is to understand the communicants. The ability of these communicants who will continue the next process. After the communicant and accept the process and will form attitudes toward services provided, in this case by the custome service. This theory is linked to customer satisfaction on customer service quality sevice, it can be determined that: 1.Messages (S): Service Quality Customer Service. 2. communicant (O): customer. 3.Respons (R): The satisfaction in the can by the customer. Type of research is explanatory research is to test the hypothesized relationship between variables with a quantitative approach, emphasizing the analysis of data and numbers. The object of this research is a citizen of Housing Sari Madu village, Sitirejo Distric, Wagir Distric, Malang regency, which used as many as 38 samples of respondents who were taken using a total sampling. Then researchers spread the questionnaire as a means of collecting primary data, primary data has been through the process of testing the validity and reliability with product moment correlation technique and the technique of alpha. Researchers using regression analysis to analyze the data, it is used to test the correlation between customer satisfaction on service quality customer service to customer trust and the coefficient of determination for predicting the effect of variable X to variable Y. Based on these results, obtained by calculating the correlation coefficient for 0.626, which indicates that the relationship between customer satisfaction on service quality of customer service on the variables included in the category of consumer confidence strong. While the coefficient on the basis of known determinants of the level of influence. variable X to variable Y at 39.2% which indicates a positive direction. Through the calculation of the F test and t test, calculated F value can be obtained for 23.168 and t test for 4.183 with significant level α of 0.05 or 5%, the obtained F table at 4.08 and t table for 2.021, which means that the calculated F is greater than F table (23.168> 4.08) and the t bigger than t table (4.813> 2.021). Means Hi Ho rejected and accepted, which means that customer satisfaction on service quality of customer service have a significant impact on customer trust.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 May 2012 02:45
Last Modified: 14 May 2012 02:45
URI: http://eprints.umm.ac.id/id/eprint/5081

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