The Effect of Service Quality on IndiHome Customer Satisfaction in DKI Jakarta Region
Destri Mailinda Tianingrum1*, Heny Hendrayati2, Ratih Hurriyati3

Universitas Pendidikan Indonesia

Abstract

There are many complaints from IndiHome customers regarding unstable network problems resulting in decreased customer satisfaction. This research aims to determine the effect of service quality on customer satisfaction. The research method used is an explanatory survey. The population of this research is IndiHome consumers with a sample of 100 respondents with the non-probability sampling technique using a purposive sampling method. The collection of research data was in the form of distributing questionnaires to users who had or were currently using the IndiHome internet network. The data analysis technique used is descriptive analysis and inferential analysis, which is assisted by the Partial Least Square (PLS) 4.0 analysis tool. The results of this research interpret that all indicators on service quality variables have a significant effect on customer satisfaction. The implications of this research can be a reference for companies to optimize service quality in responding to customer complaints which can increase customer satisfaction.

Keywords: Service Quality, Customer Satisfaction, IndiHome

Topic: Marketing Management, Relationship Marketing, Service Marketing