ANALISIS FAKTOR PENDUKUNG ON-LINE WEBSITE LAYANAN OPERATPR SELULER TERHADAP KEPUASAN PELANGGAN.

ANORAGA, SHRI AGASTYA (2009) ANALISIS FAKTOR PENDUKUNG ON-LINE WEBSITE LAYANAN OPERATPR SELULER TERHADAP KEPUASAN PELANGGAN. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Objective of this research is to analyze the variables that affect customer satisfaction instruments used are customization, assurance, usability, e-Scape, responsiveness. From 150 respondents conducted purposively cluster random sampling. Sampling criteria, with gold member user telkomflexi, visited the website and use the www.myflexiland.com as a learning or acquisition information, used the additional services provided in the website as entertainment and the support they need, such as: SMS , WAP, download call tone, waiting tone, logo, GPRS settings, MMS. Research conducted using analytical method (hypotical analysis) with instruments customer satisfaction, such as: customization, assurance, usability, e- Scape, responsiveness as independent variables, and customer satisfaction as the dependent variable. After testing the variables by using the "SPSS 16.0 for windows," customization was found that (H1) has a value of 2,140> t table is 1.9778 so Ha1 received and rejected Ho1 which means that there is influence between customization with online customer satisfaction. Further test results assurance, usability, e-Scape and responsiveness also indicate the influence of real customer satisfaction. Analysis results in customer satisfaction prove an online community that Flexiland customization, assurance, usability, e-Scape, and responsiveness can have a significant effect on customer satisfaction. Research is expected to be useful for TelkomFlexi as producers in developing customer satisfaction to the community online flexiland. To get the latest picture of the activities can be conducted customer satisfaction research with the involvement of community members a larger and also other variables.

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