Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Sumidhaz Permata Bunda Peknbaru

S, Tiurma Megawati (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Sumidhaz Permata Bunda Peknbaru. Other thesis, Universitas Islam Riau.

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Abstract

Nowadays we know that the Internet is a very real advancement of information technology and has a big impact on life, with the existence of internet service providers or wifi distributors in the community, one of which is PT. Sumidhaz Permata Bunda Pekanbaru which competes with other internet service providers in Indonesia. Pekanbaru City. Responding to the community's need to obtain and disseminate information quickly, dashnet is here to provide fast internet access services. supported by young professionals who are energetic, creative and innovative. Another facility provided, as an additional service, is the service of blocking certain sites based on categories that have been determined by the government as prohibited sites or customer requests (eg malware/virus sites, negative sites). By using this service, customers can ensure that the use of the Internet at home, in the office, at school, or in their organization is carried out in an appropriate, healthy and beneficial manner. This study aims to determine how the influence of Service Quality on Customer Satisfaction. The sample in this study were 80 customers of PT. Sumidhaz Permata Bunda Pekanbaru using the Slovin formula. This study uses quantitative methods with interviews, observation, questionnaires and documentation. The sampling technique used in this research is the census technique. The results of the t-test in this study showed that Service Quality (X) with t count (25.811) > t table (1.99085) with sig (0.000) < 0.05. It can be concluded that service quality (X) has a significant effect on customer satisfaction ( Y). And reliability is above 0.60 which means reliable. Then, the coefficient of determination (r2) is 0.895 or rounded to 98.5% meaning that service quality (X) affects customer satisfaction (Y), while the remaining 10.5% is influenced by other variables not examined in this study.

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