The effect of reliability and empathy on customer satisfaction: A survey of PT Telkom Indonesia’s IndiHome customers

IF 1.5 Q3 MANAGEMENT

Human systems management Pub Date : 2023-05-19 DOI:10.3233/hsm-230003

S. Widagdo, Y. Handayani, Agustin Hari Prastyowati, L. Rachmawati, Muhaimin Dimyati, Sofi Amalia

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引用次数: 0

Abstract

BACKGROUND: Many customers often complain about Indihome facilities, causing dissatisfaction with the service of Indihome products at PT. Telkom. OBJECTIVE: This study examines physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at PT. Telkom. METHODS: This study uses quantitative research with a population of all Indihome customers who make complaints or make payment transactions at PT. Telkom. RESULTS: Based on the study results, service quality, as seen from the variables of physical evidence, reliability, responsiveness, assurance, and empathy, significantly influences customer satisfaction in Indihome PT. Telkom. This study found that reliability and empathy affect Indihome customer satisfaction. Meanwhile, physical evidence, responsiveness, and guarantees do not affect Indihome customer satisfaction. Reliability and empathy are the five service quality variables with the most dominant influence. CONCLUSIONS: The results of this study can be used as input for PT. Telkom retains and attracts new customers by maintaining quality, reliability, and empathy. Customers feel that Telkom employees deliver products clearly and in detail and do not discriminate between customers, even though sometimes service completion could be more timely.

查看原文本刊更多论文

信赖度和同理心对顾客满意的影响:对印尼PT电信IndiHome客户的调查

背景：许多客户经常抱怨Indihome的设施，导致对PT.Telkom的Indihome产品服务不满。目的：本研究考察了PT.Telkom客户满意度的物理证据、可靠性、响应性、保证性和同理心。方法：本研究采用定量研究方法，对在PT.Telkom投诉或进行支付交易的所有Indihome客户进行调查。结果：根据研究结果，从物证、可靠性、响应性、保证性和同理心等变量来看，服务质量显著影响Indihome PT.Telkom的客户满意度。本研究发现，可靠性和同理心会影响Indihome的客户满意度。同时，实物证据、响应能力和保证不会影响Indihome客户的满意度。可靠性和同理心是影响最大的五个服务质量变量。结论：这项研究的结果可以作为PT的输入。Telkom通过保持质量、可靠性和同理心来留住和吸引新客户。客户认为Telkom员工提供的产品清晰详细，不会歧视客户，尽管有时服务完成可能更及时。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Human systems management MANAGEMENT-

CiteScore

3.50

自引率

30.40%

发文量

期刊介绍： Human Systems Management (HSM) is an interdisciplinary, international, refereed journal, offering applicable, scientific insight into reinventing business, civil-society and government organizations, through the sustainable development of high-technology processes and structures. Adhering to the highest civic, ethical and moral ideals, the journal promotes the emerging anthropocentric-sociocentric paradigm of societal human systems, rather than the pervasively mechanistic and organismic or medieval corporatism views of humankind’s recent past. Intentionality and scope Their management autonomy, capability, culture, mastery, processes, purposefulness, skills, structure and technology often determine which human organizations truly are societal systems, while others are not. HSM seeks to help transform human organizations into true societal systems, free of bureaucratic ills, along two essential, inseparable, yet complementary aspects of modern management: a) the management of societal human systems: the mastery, science and technology of management, including self management, striving for strategic, business and functional effectiveness, efficiency and productivity, through high quality and high technology, i.e., the capabilities and competences that only truly societal human systems create and use, and b) the societal human systems management: the enabling of human beings to form creative teams, communities and societies through autonomy, mastery and purposefulness, on both a personal and a collegial level, while catalyzing people’s creative, inventive and innovative potential, as people participate in corporate-, business- and functional-level decisions. Appreciably large is the gulf between the innovative ideas that world-class societal human systems create and use, and what some conventional business journals offer. The latter often pertain to already refuted practices, while outmoded business-school curricula reinforce this problematic situation.