The Effect of Internet Service Quality on Customer Satisfaction at PT. Telkom Indonesia Surabaya
DOI:
https://doi.org/10.37673/jebi.v10i1.6087Keywords:
Service Quality, Customer Satisfaction, Internet, Telkom Indonesia SurabayaAbstract
This study aims to determine the effect of internet service quality on customer satisfaction of PT Telkom Indonesia Surabaya. This study uses a quantitative approach with a survey method, involving 100 respondents who are active customers of PT Telkom Indonesia Surabaya internet services. Data were collected through questionnaires by measuring dimensions of service quality, such as access speed, network reliability, and service responsiveness. The data analysis technique uses multiple linear regression to evaluate the relationship between service quality and customer satisfaction levels. The results of this study indicate that service quality has a significant effect on customer satisfaction. The most dominant factor is access speed, followed by network reliability and customer service responsiveness. These three factors contribute greatly to creating a positive customer experience. This study provides empirical evidence that improving the quality of internet services can directly increase customer satisfaction levels.
Keywords : service quality, customer satisfaction, internet, Telkom Indonesia Surabaya
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