Analisis Kualitas Pelayanan, Kepuasan, Dan Kepercayaan Pelanggan Terhadap Indihome Di Surabaya

Authors

  • Yudivan Ilham Santoso STIE Mahardhika Surabaya
  • nindya kartika kusmayati STIE Mahardika Surabaya
  • Muslikhun STIE Mahardika Surabaya
  • Taufik Kurniawan STIE Mahardika Surabaya

DOI:

https://doi.org/10.30737/risk.v4i2.4793

Keywords:

service quality, customer satisfaction, customer trust

Abstract

This study aimed to determine the service quality, satisfaction, and trust of Indihome customers in Surabaya. In this study, researchers used baseline data from customers using the Indihome network. The approach used in this research is the descriptive qualitative method. Interviewing is a technique used to explain research but not to draw more general conclusions. This study used seven respondents living in Surabaya as the research sample. The results of this study are as follows: 1.) Service quality influences the improvement of Indihome services. 2.) Happiness affects improving Indihome services. 3.) Trust has an impact on improving Indihome services. Based on the research results, it is hoped that the company will continue to improve the quality of its services and products so that customers are happier and remain loyal to Indihome products.

References

Achmad, Shandy Asri. (2017). Officer 1Pull SupportTelkom Regional 3 Jawa Barat.

Asosiasi Penyelenggara Jasa Internet Indonesia. (2016). Survei Internet APJII.

Arokiasamy, AnanthaRaj A., dan Abdul GhaniKanesanbinAbdullah. (2013).Indotelco, (2017) Tak mudah membangun aksesfixed broadband di Indonesia.

Grewal, Dhruv. and MichaelLevy. (2012). Marketing, Third Edition, New York: McGraw-Hill.Kotler, Philip dan Kevin LaneKeller. (2012). Marketing Management, Fourteenth Edition, England: Pearson Education.

Telkom Indonesia. (2016). Customer Satisfaction and Loyalty SurveyTelkom Regional 3 Jawa Barat.

Sunyoto, Danang. (2013). Teori, Kuesioner dan Analisis Data. Yogyakarta: Graha Ilmu.Tjiptono, Fandy. (2012). Service Management: Mewujudkan Layanan Prima, Yogyakarta: C.V ANDI OFFSET.

Swa. (2016) TelkomGroup Raih Penghargaan Top IT dan Telco 2016.

Downloads

PlumX Metrics

Published

2023-12-01

How to Cite

Santoso, Y. I., kusmayati, nindya . kartika, Muslikhun, & Kurniawan, T. (2023). Analisis Kualitas Pelayanan, Kepuasan, Dan Kepercayaan Pelanggan Terhadap Indihome Di Surabaya. RISK : Jurnal Riset Bisnis Dan Ekonomi, 4(2), 196–206. https://doi.org/10.30737/risk.v4i2.4793

Issue

Vol. 4 No. 2 (2023): November 2023

Section

Articles

License

Copyright (c) 2023 Yudivan Ilham Santoso Yudivan

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with RISK : Jurnal Riset Bisnis dan Ekonomi agree to the following terms:

 

1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.

2. Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).