Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan Produk Jasa Layanan Internet
- Hedrio Prayoga Universitas Bina Sarana Informatika, Jakarta, Indonesia
-
Kartika Yuliantari
*
Universitas Bina Sarana Informatika, Jakarta,
Indonesia
Abstract
Increasing human awareness of the importance of information and technological developments has increased human interest in using the Internet as a source of information and communication. PT X engaged in information and communication technology services and telecommunication networks. Service quality is a complex concept that involves understanding customer needs, provision of delivery, and managing customer expectations. In addition, price is an important factor in the marketing strategy of a product or service. The right price can influence consumer purchasing decisions so that it can affect sales and company profits. The purpose of this study was to determine service quality and price have a significant effect on customer satisfaction partially and to determine service quality and price have a significant effect on customer satisfaction simultaneously. The research design is a survey research using quantitative methods. The sampling technique used in this study was accidental sampling with a sample of 100 people. Data collection techniques used in this study were observation, questionnaires, and documentation. As well as the analysis techniques carried out in this study, namely validity test, reliability test, classical assumption test, and multiple linear regression test. The results of the research at a significance level of 0.000 <0.05 indicate that the first variable of service quality has a significant effect on customer satisfaction partially. Second, the price variable has a significant effect on customer satisfaction partially. Third, the variables of service quality and price have a significant effect on customer satisfaction simultaneously.
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