| The objective of this research is to analyze the perception of telecommunication operators toward PT. XYZ’s service quality delivery using total perceived service quality model approach by Grönroos (2007) and framework developed by Kang dan James (2004) for conceptualize service quality delivery of PT. XYZ and understand its influence on telecommunication operator’s satisfaction during 2009. The research was done in telecommunication business market with only 51 respondents as member of small population so census method was used by distributing questionnaire which adapted from customer satisfaction survey to elaborates PT. XYZ’s service quality delivery perception which according to total perceived service quality model is shaped by Technical / outcome dimension, Process / functional dimension, and Image dimension, while Process / functional dimension itself consists of five service quality sub dimensions which are Reliability, Assurance, Tangibles, Empathy, and Responsiveness. IBM SPSS Statistics version 19 software was used for reliability dan validity test on research instrument, while data analysis was done with Structural Equation Modeling (SEM) approach using Path Analysis method with LISREL version 8.80 software assistance. The results shows that Process / functional dimension significantly influenced / shaped by Reliability and Empathy sub dimensions while Image dimension influenced more by Technical / outcome dimension rather than Process / functional dimension. Service quality perception has tight mutual correlation with telecommunication operator’s satisfaction and both highly influenced by Process / functional dimension, furthermore by Technical / outcome dimension, while Image dimension has the weakest influence which indicates that Image dimension does not have a role / does not function as a filter in telecommunication business market. Telecommunication operator’s satisfaction level during 2009 is neutral. |