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ArtikelAnalisis Pengaruh Kualitas Layanan Jasa Internet Provider terhadap Kepuasan Pelanggan  
Oleh: Sarjono, Andreas
Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Widya Warta: Jurnal Ilmiah Universitas Katolik Widya Mandala Madiun vol. 34 no. 01 (Jan. 2010), page 58-74.
Topik: Service Quality; Customers' Satisfaction; SERVQUAL
  • Perpustakaan PKPM
    • Nomor Panggil: W76
    • Non-tandon: 1 (dapat dipinjam: 0)
    • Tandon: tidak ada
    Lihat Detail Induk
Isi artikelThis study aimed to search the influence of service quality toward customers' satisfaction on Interest Service Provider (ISP) B-Net Palembang. This research is a case study. Data cillecting was done by disseminating quesionnaires to 128 respondents as the users of the service B-Net ISP service Palembang. To obtain the sample, census technique was applied. after the quesionnaires were completed by respondents, data analysis was conducted using quantitative and qualitative methods or discussion. The result of the analysis showed that the respondents' perception was positive. They thought that the quality of services given by B-Net ISP Palembang was good enough. In fact, there were still some aspects that needed improving, particularly the ones concening the dimensions of realibility such as atitudes and employee services provided by B-Net ISP Palembang, assurence dimension namely, employees's competence of B-Net ISP Palembang, and emphaty dimension, that is, the employees' ability of B-Net ISP Palembang to understand customers' needs. Meanwhile, the respondents' expectation revealed that almost all dimensions of the internet services provided by ISP Palembang B-Net were important to improve and develop continually in order to futher increase customer's satisfaction. Customers were generally satisfied with the products or services offered and even they recommended to others.
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