| At present, the telecommunications industry has grown into an industry that is very large, dynamic, and has grown rapidly, both in Indonesia and abroad. The need for cheap communication, quality, and broad, encompassing many areas although the remote has become a requirement that is basic and urgent, and is no longer a necessity or a luxury reserved for upper middle economic class only. One way that is currently actively carried Telkomsel is to offer various value added service and customer service. The purpose of this study is to determine the extent of the gap between consumers' perceived satisfaction of the level of expectations or interests of consumers. And what about the influence of product quality, value added service, customer service, and brand image to the level of customer satisfaction in the service of PT. Telkomsel. To answer the purpose of the study, researchers used a survey method by distributing questionnaires directly to consumers PT. Telkomsel. Data obtained from questionnaire validity and reliability testing, and to know the level of interest and customer satisfaction, and the huge influence of service quality to customer satisfaction, were analyzed using importance performance analysis, GAP analysis following Cartesian diagram, and multiple linear regression, the data were processed using statistical program SPSS version 15.00. From the research results revealed that customer satisfaction with service PT. Telkomsel has not been assessed in accordance with customer expectations, but variable Product Quality, Value Added Service, Customer Service, and Brand Image) significantly affects customer satisfaction, where the Product Quality and Value Added Service that provides the most dominant influence on customer satisfaction, followed by customer service and brand image. |