Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Corporate Customer Care Center (C4) di PT. Telkom Makassar.
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Kata Kunci : Kepuasan Pelanggan, Keandalan, Daya Tanggap, Jaminan, Empati Dan Berwujud.
Abstract
Purpose of the study (1) to determine the quality of service to customer satisfaction in the Corporate Customer Care Center (C4) in PT. Telkom Makassar, (2) to determine the factors tah dominant service quality affects customer satisfaction in the Corporate Customer Care Center (C4) in PT. Telkom Makassar, with a population of as amny as 250 corporate, but taken as a sample of 25 corporate, which is one ten of total population, collection used were obcervation, interviews, documentation and questionnaires. Obtained were then analyzed using descriptive statistics and multiple linear regression with processing using the SPSS statistics 24.0.
Results showed that the variables of reliability, responsivenes, assurances, empathy and tangible simulta eously positive and significant imfact on customer satisfaction in the Corporate Customer Care Center (C4) in PT. Telkom Makassar. Scientific facts found in this study indicate that the reliability is the dominant variable influence on customer satisfaction in the Corporate Customer Care Center (C4) in PT. Telkom Makassar.
Keywords : Customer Satisfaction, Reliability, Responsivenes, Assurances, Empathy, Tangible
Teks Lengkap:
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DOI: https://doi.org/10.37531/mirai.v8i2.4921
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