PENGARUH KUALITAS PELAYANAN @TELKORNCARE TERHADAP KEPUASAN PELANGGAN, LOYALITAS PELANGGAN DAN REPUTASI PERUSAHAAN PT TELKOM INDONESIA DI ERA PANDERNI COVID-19

AZMI, YOLANDA FATHARANI (2021) PENGARUH KUALITAS PELAYANAN @TELKORNCARE TERHADAP KEPUASAN PELANGGAN, LOYALITAS PELANGGAN DAN REPUTASI PERUSAHAAN PT TELKOM INDONESIA DI ERA PANDERNI COVID-19. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Not a few customers expressed their disappointment with the quality of service provided by social media Twitter @TelkomCare in serving their customers. These customers express their disappointment through online media which will have an impact on the reputation of the company PT Telkom Indonesia. This study aims to determine the effect of @TelkomCare Service Quality on Customer Satisfaction, Customer Loyalty and Company Reputation of PT Telkom Indonesia in the Covid-19 Pandemic Era. The theory applied is social judgment theory and the concept of participatory media culture by Henry Jenkins. The research method applied is quantitative with a positivism paradigm. The results showed (1) the quality of service has a direct significant effect on customer satisfaction. (2) service quality has a significant direct effect on customer loyalty (3) customer satisfaction has a direct significant effect on the reputation of the company PT Telkom Indonesia. (4) customer loyalty has a direct significant effect on the reputation of the company PT Telkom Indonesia. (6) service quality has a significant indirect effect on the reputation of the company PT Telkom Indonesia. The conclusion of this study is that the more @TelkomCare improves the quality of its services, the more the reputation of PT Telkom Indonesia will increase. ==== Tidak sedikit pelanggan yang menyampaikan kekecewaannya atas kualitas pelayanan yang diberikan oleh social media twitter @TelkomCare dalam melayani para pelanggannya. Para pelanggan tersebut menyampaikan rasa kecewanya melalui media online yang akan berdampak pada reputasi perusahaan PT Telkom Indonesia. Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Pelayanan @TelkomCare Terhadap Kepuasan Pelanggan, Loyalitas Pelanggan dan Reputasi Perusahaan PT Telkom Indonesia di Era Pandemi Covid-19. Teori yang diterapkan yaitu social judgment theory dan konsep participatory media culture by Henry Jenkins. Metode penelitian yang diterapkan yaitu kuantitatif dengan paradigma positivisme. Hasil penelitian menunjukkan (1) kualitas pelayanan berpengaruh signifikan secara langsung terhadap kepuasan pelanggan. (2) kualitas pelayanan berpengaruh signifikan secara langsung terhadap loyalitas pelanggan (3) kepuasan pelanggan berpengaruh signifikan secara langsung terhadap reputasi perusahaan PT Telkom Indonesia. (4) loyalitas pelanggan berpengaruh signifikan secara langsung terhadap reputasi perusahaan PT Telkom Indonesia. (6) kualitas pelayanan berpengaruh signifikan secara tidak langsung terhadap reputasi perusahaan PT Telkom Indonesia. Kesimpulan penelitian ini adalah bahwa semakin @TelkomCare meningkatkan kualitas pelayanannya maka akan semakin meningkat pula reputasi perusahaan PT Telkom Indonesia.

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