RENDAHNYA KUALITAS LAYANA OPERATOR SELULAR DALAM PENCAPAIAN TINGKAT KEPUASAN BERKOMUNIKASI MASYARAKAT DI KOTA MEDAN

Jurnal Manajemen Prima, Volume VI, Nomor I, Januari 2016

Rabu, 13 September 2017 15:07 | Sudah dibaca 565 kali

The development needs of the public’s telecommunications services now can not inevitable. Changing trends of the needs of telecommunications services not only globally but also experienced by the telecommunications industry in Indonesia. The development will also need telecommunication services can be especially evident in communities in the city of Medan. This research aims to determine what types of services quality are most often complained by the community, how the influence of service quality to the public communication satisfaction, what factors of service quality that have a dominant influence on public communication satisfaction and what kind of improvement that is supposed to do by the service provider company in improving the service quality for achieve public communication satisfaction in Medan. The hypothesis of this research is service quality significantly influence to public communication satisfaction in Medan. The results showed that the services quality most often people complain about is the use of social media / internet which tends to slow. The results also showed that the services quality provided by the service provider company have significantly influence to public communication satisfaction in Medan with determination coefficient of 54.1 % . Variable reliability is the most dominant determinant of the service quality that can improve the public communication satisfaction in Medan.

Kata Kunci: service quality, service provider, customer satisfaction