The Influence Factors on the Satisfaction of Telkomsel SIM Card Users in Indonesia

Proceedings of the Social and Humaniora Research Symposium (SoRes 2018) Pub Date : 2019-03-01 DOI:10.2991/sores-18.2019.102

Waseso Segoro, Weny Widiawati

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引用次数: 1

Abstract

The complaints of using the Telkomsel SIM cards from customers increased within 3 months. Several factors such as product and service quality and price could influence customers' satisfaction. This research aims to determine the influence of product quality, service quality, and price towards the satisfaction of the employees of PT. Sinar Nirwana Sari using the Telkomsel SIM cards. The research involves validity test, reliability test, and classical assumption test which includes the normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, t-test, and F-test supported by the SPSS 24.0 software. Data is primary and obtained through the distribution of questionnaires to 100 employees of PT. Sinar Nirwana Sari as respondents. Variables are measured based on the respondents' perception using the Likert's scale. The results show that partially, product quality influences the subscribers' satisfaction while service quality and price do not. Simultaneously, product quality, service quality, and price influence the subscribers' satisfaction. Keywords—product quality; service quality; price; customer satisfaction

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影响印尼Telkomsel SIM卡用户满意度的因素

在3个月内，客户对使用Telkomsel SIM卡的投诉有所增加。影响顾客满意度的因素包括产品和服务的质量、价格等。本研究旨在确定产品质量、服务质量和价格对PT. Sinar Nirwana Sari员工使用Telkomsel SIM卡满意度的影响。研究包括效度检验、信度检验和经典假设检验，包括正态性检验、多重共线性检验、异方差检验、多元线性回归分析、t检验和f检验，采用SPSS 24.0软件支持。数据是原始的，通过向PT. Sinar Nirwana Sari的100名员工分发问卷作为受访者获得。变量的测量是基于受访者的感知使用李克特量表。结果表明，产品质量对用户满意度有部分影响，服务质量和价格对用户满意度没有影响。同时，产品质量、服务质量和价格也会影响用户的满意度。Keywords-product质量;服务质量;价格;客户满意度

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Proceedings of the Social and Humaniora Research Symposium (SoRes 2018)

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