DAMAYANTI, ARINDA BRILI (2021) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN PELANGGAN JASA LAYANAN INTERNET RUMAH (Survei Terhadap Mahasiswa Fakultas Ilmu Komunikasi Regular 1 Universitas Mercu Buana Angkatan 2017 Periode Februari-Juni 2021). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Service quality is an important aspect that must be considered by every company because it can affect customer satisfaction. The purpose of this research is to find out and explain to what extent the influence of customer service quality on customer satisfaction of home internet services. The conceptual approach used in this research is using Suryanto's theory, Customer Relations which explains that the communication relationship with the public consumer or customer, where the company must always pay attention to the fulfillment of expectations, desires and customer satisfaction related to products or services consumed. With a quantitative research approach, the population of this research is the students of Fikom Reg. 1 UMB Class of 2017 with a sample of 198 respondents. Data collection techniques using survey methods by distributing questionnaires. The results of this study indicate that there is an influence between service quality on customer satisfaction of home internet services. Based on the regression test that has been done, the R Square value is 0.323. It can be concluded that service quality has an effect on customer satisfaction, especially for students of Fikom Reg. 1 UMB Class of 2017 is 32.3%. Keywords: Communication, Customer Relations, Service Quality, Customer Satisfaction. Kualitas Pelayanan merupakan aspek penting yang harus diperhatikan oleh setiap perusahaan karena dapat mempengaruhi kepuasan pelanggan. Tujuan dari penelitian ini untuk mengetahui dan menjelaskan sejauhmana Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Pelanggan Jasa Layanan Internet Rumah. Pendekatan konsep yang digunakan dalam penelitian ini yaitu menggunakan teori Suryanto, Customer Relations yang menjelaskan bahwa jalinan hubungan komunikasi dengan publik konsumen atau pelanggan, di mana perusahaan harus senantiasa memerhatikan terpenuhinya harapan (expectation), keinginan dan kepuasan pelanggan terkait produk atau jasa yang dikonsumsi. Dengan pendekatan penelitian kuantitatif, populasi penelitian ini adalah Mahasiswa Fikom Reg. 1 UMB Angkatan 2017 dengan sample 198 responden. Teknik pengumpulan data menggunakan metode survey dengan menyebarkan kuesioner. Hasil penelitian ini menunjukkan terdapat pengaruh antara kualitas pelayanan terhadap kepuasan pelanggan jasa layanan internet rumah. Berdasarkan uji regresi yang telah dilakukan, diperoleh nilai R Square sebesar 0,323. Dapat disimpulkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan khususnya pada mahasiswa Fikom Reg. 1 UMB Angkatan 2017 sebesar 32,3%. Kata Kunci: Komunikasi, Customer Relations, Kualitas Pelayanan, Kepuasan Pelanggan.
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