Effect Of Telkom Speedy Services Quality On Customer Satisfaction (Study At PT. Telkom, Tbk Rantauprapat)

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Introduction

In today's competitive market, customer satisfaction is a crucial factor for any business to succeed. With the rise of telecommunications services, companies like PT. Telkom Tbk Rantauprapat are constantly striving to improve their services to meet the ever-changing needs of their customers. This study aims to explore the effect of Telkom Speedy's services quality on customer satisfaction at PT. Telkom Tbk Rantauprapat. By analyzing the service implementation, measuring service quality, and understanding its impact on customer satisfaction, this research provides valuable insights for the company to improve its services and increase customer loyalty.

Service Quality Indicator

The quality of Telkom Speedy's services is a critical aspect that affects customer satisfaction. To measure this, we use five indicators:

  1. Tangible (Physical Evidence): Referring to the physical appearance of the facilities, equipment, and communication material used. A well-maintained and modern facility can create a positive impression on customers, while outdated equipment can lead to dissatisfaction.
  2. Reliability (Reliability): The ability to provide services that are promised consistently and accurately. Customers expect reliable services, and any failure to meet this expectation can lead to dissatisfaction.
  3. Responsiveness (Responsiveness): Willingness to help customers and provide services quickly. Prompt and courteous service can create a positive experience for customers, while slow response times can lead to frustration.
  4. Empathy (Empathy): Attention and concern given to customers individually. Customers appreciate personalized attention and care, which can lead to increased satisfaction.
  5. Assurance (Assurance): Confidence in the company's ability to perform the service. Customers need to trust that the company can deliver the promised services, and any lack of confidence can lead to dissatisfaction.

Customer Satisfaction Indicator

Customer satisfaction is a multifaceted concept that encompasses various aspects. To measure customer satisfaction, we use the following indicators:

  1. Keadilan dalam mendapatkan pelayanan (Fairness in receiving services): Customers expect fair treatment and services, and any unfairness can lead to dissatisfaction.
  2. Kesesuaian lokasi pembayaran (Convenience of payment location): Customers prefer convenient payment locations, and any inconvenience can lead to dissatisfaction.
  3. The alertness of officers in providing services: Customers expect officers to be attentive and responsive to their needs, and any lack of attention can lead to dissatisfaction.
  4. Handling complaints submitted by the customer: Customers expect their complaints to be handled promptly and effectively, and any failure to do so can lead to dissatisfaction.
  5. The attention given by the service officer: Customers appreciate personalized attention and care, which can lead to increased satisfaction.
  6. Conformity between tariffs and services imposed on customers: Customers expect fair tariffs and services, and any discrepancy can lead to dissatisfaction.
  7. Conformity between performance received and customer expectations: Customers expect services to meet their expectations, and any failure to do so can lead to dissatisfaction.

Research Methodology

This study uses a quantitative research methodology to collect data through questionnaires, direct observation, and interviews with customers. The data is then analyzed using an appropriate analysis model to evaluate the significant relationship between the quality of Telkom Speedy and customer services.

Research Result

To test the research hypothesis, we apply the statistical method using a product moment correlation test with a significance level of α = 5%. The results show a t-count of 10.58, which is greater than the T-table 0.1966, indicating that the proposed hypothesis is acceptable. This shows that service quality has a significant influence on customer satisfaction at PT. Telkom Tbk Rantauprapat.

Conclusion

From the results of this study, it can be concluded that there is a positive relationship between the quality of Telkom Speedy services and customer satisfaction. The better the quality of service provided, the higher the level of satisfaction felt by the customer. Furthermore, we calculate the determinant coefficient to find out how much the percentage of the influence of service quality on customer satisfaction. This research provides important insights for PT. Telkom Tbk Rantauprapat to continue to improve the quality of service for better customer satisfaction in the future.

Implications

This study has several implications for PT. Telkom Tbk Rantauprapat and the telecommunications industry as a whole. By understanding the effect of service quality on customer satisfaction, companies can formulate a more effective service strategy, which can lead to increased customer loyalty and satisfaction. Additionally, this study highlights the importance of measuring service quality and customer satisfaction to improve services and increase customer loyalty.

Limitations

This study has several limitations that need to be addressed in future research. Firstly, the study is limited to a single company, PT. Telkom Tbk Rantauprapat, and may not be generalizable to other companies. Secondly, the study uses a quantitative research methodology, which may not capture the nuances of customer satisfaction. Finally, the study does not explore the impact of other factors, such as price and convenience, on customer satisfaction.

Future Research Directions

Future research can build on this study by exploring the following directions:

  1. Exploring the impact of other factors: Future research can explore the impact of other factors, such as price and convenience, on customer satisfaction.
  2. Using a mixed-methods approach: Future research can use a mixed-methods approach to capture the nuances of customer satisfaction.
  3. Generalizing the findings: Future research can generalize the findings to other companies and industries.
  4. Exploring the impact of service quality on customer loyalty: Future research can explore the impact of service quality on customer loyalty and retention.

By addressing these limitations and exploring new research directions, future research can provide a more comprehensive understanding of the effect of service quality on customer satisfaction and inform the development of effective service strategies for companies in the telecommunications industry.

Q: What is the main focus of this study?

A: The main focus of this study is to analyze the service implementation, measure service quality, and understand its impact on customer satisfaction at PT. Telkom Tbk Rantauprapat.

Q: What are the indicators used to measure service quality?

A: The indicators used to measure service quality are:

  1. Tangible (Physical Evidence): Referring to the physical appearance of the facilities, equipment, and communication material used.
  2. Reliability (Reliability): The ability to provide services that are promised consistently and accurately.
  3. Responsiveness (Responsiveness): Willingness to help customers and provide services quickly.
  4. Empathy (Empathy): Attention and concern given to customers individually.
  5. Assurance (Assurance): Confidence in the company's ability to perform the service.

Q: What are the indicators used to measure customer satisfaction?

A: The indicators used to measure customer satisfaction are:

  1. Keadilan dalam mendapatkan pelayanan (Fairness in receiving services): Customers expect fair treatment and services, and any unfairness can lead to dissatisfaction.
  2. Kesesuaian lokasi pembayaran (Convenience of payment location): Customers prefer convenient payment locations, and any inconvenience can lead to dissatisfaction.
  3. The alertness of officers in providing services: Customers expect officers to be attentive and responsive to their needs, and any lack of attention can lead to dissatisfaction.
  4. Handling complaints submitted by the customer: Customers expect their complaints to be handled promptly and effectively, and any failure to do so can lead to dissatisfaction.
  5. The attention given by the service officer: Customers appreciate personalized attention and care, which can lead to increased satisfaction.
  6. Conformity between tariffs and services imposed on customers: Customers expect fair tariffs and services, and any discrepancy can lead to dissatisfaction.
  7. Conformity between performance received and customer expectations: Customers expect services to meet their expectations, and any failure to do so can lead to dissatisfaction.

Q: What is the research methodology used in this study?

A: The research methodology used in this study is quantitative, which involves collecting data through questionnaires, direct observation, and interviews with customers.

Q: What is the significance level used in this study?

A: The significance level used in this study is α = 5%.

Q: What is the result of the product moment correlation test?

A: The result of the product moment correlation test shows a t-count of 10.58, which is greater than the T-table 0.1966, indicating that the proposed hypothesis is acceptable.

Q: What is the conclusion of this study?

A: The conclusion of this study is that there is a positive relationship between the quality of Telkom Speedy services and customer satisfaction. The better the quality of service provided, the higher the level of satisfaction felt by the customer.

Q: What are the implications of this study?

A: The implications of this study are that companies can formulate a more effective service strategy to increase customer loyalty and satisfaction. Additionally, this study highlights the importance of measuring service quality and customer satisfaction to improve services and increase customer loyalty.

Q: What are the limitations of this study?

A: The limitations of this study are:

  1. Limited to a single company: The study is limited to a single company, PT. Telkom Tbk Rantauprapat, and may not be generalizable to other companies.
  2. Quantitative research methodology: The study uses a quantitative research methodology, which may not capture the nuances of customer satisfaction.
  3. Limited exploration of other factors: The study does not explore the impact of other factors, such as price and convenience, on customer satisfaction.

Q: What are the future research directions?

A: The future research directions are:

  1. Exploring the impact of other factors: Future research can explore the impact of other factors, such as price and convenience, on customer satisfaction.
  2. Using a mixed-methods approach: Future research can use a mixed-methods approach to capture the nuances of customer satisfaction.
  3. Generalizing the findings: Future research can generalize the findings to other companies and industries.
  4. Exploring the impact of service quality on customer loyalty: Future research can explore the impact of service quality on customer loyalty and retention.