PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA PROGRAM INDIHOME TRIPLE PLAY PT. TELKOM (CABANG PLASA TELKOM MEDAN)

ADINDA TRI ADELIA PUTRI , DESI WIDIYANTI.BERUTU (2019) PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA PROGRAM INDIHOME TRIPLE PLAY PT. TELKOM (CABANG PLASA TELKOM MEDAN) , SKRIPSI, UNIVERSITAS PRIMA INDONESIA

ABSTRAK

The research objective is to test and analyze the effect of price and quality of service on customer satisfaction at PT. Telkom (Plasa Telkom Branch Medan). The researcher conducted research at PT. Telkom (Plasa Telkom Branch Medan) having its address at Medan City, North Sumatra. The researcher plans research activities in April 2019 - September 2019. The approach of this research is quantitative research. Type of quantitative descriptive research. The nature of this research is explanatory descriptive research. The population in this study are some customers at PT. Telkom (Plasa Telkom Branch Medan) is as many as 5219 customers. The population in this study are some customers who make purchases at PT. Telkom (Plasa Telkom Branch Medan) 5219 customers, where for testing validity and reliability used by researchers as many as 30 customers and the rest are 98 customers as a sample test. Before the regression model obtained is used to test the hypothesis, first the model is tested in the classical assumption. The classic assumption test used includes: normality test, multicollinearity test, and heteroscedestity test. This data analysis model uses multiple regression analysis. The results of the study as well as the conclusions of the study are the prices of 5.936 with a significant value of 0.003 partially significant effect on customer satisfaction at PT. Telkom (Plasa Telkom Branch Medan). Service Quality is 2.201 with a significant value of 0.030 partially significant effect on customer satisfaction at PT. Telkom (Plasa Telkom Branch Medan).

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