Dual Play Product Quality and Service Quality Towards Indihome Customer Satisfaction at PT Telkom Indonesia Tbk in Makassar City

Eljihad Akbari Syukriah(1*), Tryaamran Tryaamran(2),

(1) Politeknik STIA LAN Makassar
(2) Politeknik STIA LAN Makassar
(*) Corresponding Author




DOI: https://doi.org/10.26858/jo.v8i2.40768

Abstract


This research is a quantitative study using a survey method that aims to determine the partial and simultaneous effect of Dual Play product quality and service quality on PT Telkom Indonesia Tbk IndiHome customer satisfaction, in the KTI Regional Division of Makassar City. The population in this study are all IndiHome customers of the Dual Play package service (Internet + TV and Internet + Phone) of PT Telkom Indonesia Tbk, KTI Regional Division Makassar City as of October 2021, which is 79,499 people. The research sample was taken based on probability sampling technique, while determining the number of samples using the slovin formula with an error rate of 0.05, and determined a sample of 397 customers with certain sample criteria. Whereas, data analysis method used in this study is multiple linear regression analysis. The results showed that (1) Dual Play product quality and service quality had a positive and significant partial effect on IndiHome Dual Play (Internet + TV) customer satisfaction in the KTI Regional Division of Makassar City, (2) Dual Play product quality and service quality had an effect positive and simultaneously significant to customer satisfaction of the IndiHome Dual Play (Internet + TV) package in the KTI Regional Division of Makassar City.


Keywords


Dual play product quality, service quality, and customer satisfaction

Full Text:

PDF

References


Abdullah, S., & Madiawati, P. N. (2021). Pengaruh Service Quality, Kualitas Produk, Dan Harga Terhadap Kepuasan Konsumen Produk Indihome. E-Proceeding of Management, 8(2), 1500–1523.

Daga, R. (2017). Citra, Kualitas Produk, dan Kepuasan Pelanggan. Global Research and Consulting Institute.

Effendy, A. A. (2018). Analysis of Marketing Strategies to Increase Sales at PT. Karya Tunggal Properti. Jurnal Office, 4(2), 103–108.

Firmansyah, M. A. (2018). Perilaku Konsumen: (Sikap Dan Pemasaran). Deepublish.

Helmi, M. S., Arrafiqurrahman, & Maryoni, H. S. (2015). Faktor-Faktor yang Mempengaruhi Minat Beli Konsumen pada Minimarket. Ekonomi & Manajemen Bisnis, 11(2), 87–107.

Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan. Unitomo Press.

Kurniawan. (2013). Strategi Pengelolaan Bisnis: Menciptakan Keunggulan Bersaing Melalui Kompetensi Sumber Daya Manusia [Business Management Strategy: Creating Competitive Advantage Through Human Resource Competence]. Universitas Negeri Makassar.

Mahira, Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2, 1267–1283.

Rahayu, Y. M., Budiyono, R., & Rachmawati, M. (2020). Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Customer Value Terhadap Kepuasan Pelanggan Indihome Di PT Telkom Semarang. Jurnal Capital: Kebijakan Ekonomi, Manajemen & Akuntansi, 3(2), 20–29.

sugiyono. (2017). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif, dan R&D). Alfabeta.

Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif Dan R&D. Alfabeta.

Telkom. (2020). Laporan Tahunan 2020 PT Telkom Indonesia (Persero) Tbk: Digitizing The Nation To Create Opportunities For Sustainable Future.

Wijayanti, T. (2017). Marketing Plan dalam Bisnis. PT Alex Media Komputido.

Wirtz, J., & Loveclock, C. (2016). Services Marketing: People Technology Strategy. World Scientific Publishing.


Article Metrics

Abstract view : 110 times | PDF view : 17 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Eljihad Akbari Syukriah, Tryaamran Tryaamran

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Article copyright © to the Authors

Jurnal Office: Jurnal Pemikiran Ilmiah dan Pendidikan Administrasi Perkantoran has been Indexed and Abstracted by:

Jurnal Office: Jurnal Pemikiran Ilmiah dan Pendidikan Administrasi Perkantoran articles published by the Program Studi Pendidikan Administrasi Perkantoran Universitas Negeri Makassar, and have been peer-reviewed before publication. Read our Plagiarism Policy and the use of this site signifies your agreement to the Terms of Use.

This is a website that publishes an open-access article distributed under Licensed. This work is licensed Creative Commons License under a Creative Commons Attribution 4.0 International License. Website layout and design copyright © by Program Studi Pendidikan Administrasi Perkantoran Universitas Negeri Makassar