TA DIGITAL
Pengaruh kualitas pelayanan terhadap kepuasan konsumenplasa telkom Semarang pahlawan
Telkom Plaza Semarang is one of the services PT. Telecommunications
Indonesia is located on Jl. 10 Pahlawan Semarang. Telkom Plaza Semarang is a
place where consumers do a variety of needs ranging from additional services and
asked complaints relating to Telkom products. To increase of the consumer's
satisfaction of Plasa Telkom Semarang by way of service quality. According to the
consumer at the time of Semarang Plasa Telkom would perform
migration regristasi cards, many customer service that the amount is less. The
presence of visitors waiting in line but the amount of customer
service at PlasaTelkom numbers are less, this led to long queues and
ineffective. Perceived service quality is quite important for the survival of the
company. If the quality of service to the consumer good, then customer
satisfaction will be created. A growing number ofconsumers who are satisfied, a
growing number of consumers who use the services of Telkom.
The data aggregation method uses questioner, and literature review. In this
research, the sampling method used is the purposive sampling with 100 sample
from 3000 population. The analysis method used is the validation test, reliability test,
multiple linear regression, T test, F test. Determination coefficient with SPSS 22.0
Based on the result of the DAT analysis, it is obtainable the regression equation as
follow:
Y = 0,887 + 0,166X1 + 0,191X2 + 0,149X3 + 0,234X4 + 0,191X5
From the regression equation above it can be concluded that the service
quality (tangible, responsiveness, reliability, emphaty, and assurance) affect
significantly to the consumer's satisfaction with the determinant coefficient 66% while
34% is explained by another variable which is not observed. Based on the result of
the analysis, it can be concluded that there is a significant effect the service quality
toward the consumer's satisfaction of Plasa Telkom Semarang. It means that if the
service quality are increased, it will increase the consumer's satisfaction highly.
Key word: service quality (tangible, responsiveness, reliability, emphaty, and
assurance), consumer's satisfaction.
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