Adpebi Science Series
2022: 1st AICMEST 2022

The Effect of Service Quality on Customer Satisfaction in PT Orange Indonesia Mandiri

Derika Christine (Sekolah Tinggi Ilmu Manajemen Sukma)
Ngajudin Nugroho (Politeknik Cendana)
Fauzi Akbar Maulana Hutabarat (Politeknik Cendana)

Article Info

Publish Date
14 Oct 2022

Abstract

This study aims to determine the effect of service quality on customer satisfaction at PT. Orange Indonesia Mandiri. The samples used in this study were 80 customers who had made transactions at PT. Orange Indonesia Mandiri. The method of data collection in this study was done by distributing a closed questionnaire with a Likert scale. Based on the results of the correlation coefficient, service quality (X) and customer satisfaction (Y) have a strong relationship with a value of 0.674. The results of the coefficient of determination test show that service quality has an effect of 45.4% and the rest is influenced by other factors not tested in this study. Meanwhile, from the results of the hypothesis test z-count > z-table (5.97 <1.96), it means that service quality has a significant effect on customer satisfaction.

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Journal Info
Adpebi Science Series
Website

Abbrev

AICMEST

Publisher

Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Subject

Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Economics, Econometrics & Finance Environmental Science

Description

Adpebi Science Series is a scientific media as a forum for publication of research results, literature reviews, and/or ideas from various disciplines. This Proceeding is a joint publication forum for Humanities and Social Sciences, as well as Science and Technology which aims to develop human ...