Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Produk Indihome Pada PT. Telkom Ujungbatu Kabupaten Rokan Hulu

Savitri, Meldiana Hendra (2022) Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Produk Indihome Pada PT. Telkom Ujungbatu Kabupaten Rokan Hulu. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze and explain the quality of IndiHome products at PT. Telkom UjungBatu, RokanHulu, To analyze and explain customer satisfaction using IndiHome products at PT. Telkom UjungBatu, RokanHulu, To analyze and explain the effect of Indihome product quality on customer satisfaction at PT. Telkom UjungBatu, RokanHulu. Indicators of the influence of product quality on customer satisfaction of Indihome products at PT. Telkom Ujungbatu Rokan Hulu Regency used includes product quality variables, product durability, ease of operation, user comfort, additional features, and on customer satisfaction variables, products purchased as expected, assessment of benefits, overall satisfaction. This research is located at the Telkom Ujungbatu office, Rokan Hulu Regency, which is located at Jalan Jendral Sudirman No. 202, Ujungbatu, Rokan Hulu Regency, then the type of research used in this study is a quantitative research method in which the researcher is quantitative because the researcher collects data by analyzing the data and by describing or describing the data by making observations at the research site. Key informants and informants in this study were taking a population of 675 Indihome customers in 2020 per month, the samples used in this study were 87 customers who used Indihome products at PT. Telkom Ujungbatu, Rokan Hulu Regency. Types of data collection consists of primary data, secondary data. While the technical analysis of the data is clarified with data obtained from the results of questionnaires, observation techniques, and documentation techniques. Data analysis techniques with quantitative methods are methods that show research in the form of formulas, to find out how much product quality has on customer satisfaction for Indihome products, an analysis that only involves two variables (X) and (Y) is used. The results showed that product quality on customer satisfaction of Indihome products at PT. Telkom Ujungbatu Rokan Hulu Regency can be declared good, this result is in line with statistical tests which conclude that product quality affects customer satisfaction of Indihome products at PT. Telkom Ujungbatu Rokan Hulu Regency by 70.3%, thus the hypothesis H1 can be accepted.

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