Pengaruh Kualitas Layanan dan Nilai Emosional Konsumen terhadap Kepuasan Konsumen Jasa Mobile pada Telkomsel Jabodetabek Area
Telkomsel is one of mobile services company engaged in the field of mobile services amid fierce competition in the market of mobile telecommunications industry in Indonesia. Telkomsel realize how important customer satisfaction to sustain its existence in the future is therefore necessary to maintai...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| Summary: | Telkomsel is one of mobile services company engaged in the field of
mobile services amid fierce competition in the market of mobile
telecommunications industry in Indonesia. Telkomsel realize how important
customer satisfaction to sustain its existence in the future is therefore necessary to
maintain the quality of service they provide. Potential consumer owned Telkomsel
is the educated upper middle class with most of the users are women. This
research uses descriptive approach to data collection on a case study using survey
methods. Testing hypotheses uses linear regression. The variables studied are
variable standards of quality mobile services and consumer emotional value as the
independent variable to the satisfaction of consumers using mobile services
Telkomsel as the dependent variable. The results showed a significant effect of the
independent variable on the dependent variable. Regression model resulting from
this study explained that the technical and functional aspects contained in the
quality of mobile services and its emotional value consumers a significant effect
on consumer satisfaction levels rise and fall of users of mobile services. |
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