Artificial Intelligent Service Quality to Increase Customer Satisfaction and Customer Loyalty (Survey of PT. Telkomsel Customers)

DOI

10.2991/aebmr.k.200514.023How to use a DOI?

Keywords

customer satisfaction, customer loyalty, Telkomsel, reliability, responsiveness and assurance

Abstract

This study aims to explain and determine the effect of service quality on customer satisfaction and customer loyalty. This research was conducted at PT. Telekomunikasi Selular (PT. Telkomsel) and the population used are customers who have used Telkomsel’s Intelligent Artificial services. The sample used in this study amounted to 386 respondents. The independent variables used in this study are physical evidence, reliability, responsiveness and assurance. In the F Test it can be seen that the service quality variable has a significant influence together with the variables of customer satisfaction and customer loyalty that is F-count on customer satisfaction with a value of 375 and customer satisfaction with a value of 675 is greater than the F-table with a value of 3,019. H1 is the quality of service has a positive influence on customer satisfaction. The H1 hypothesis is accepted because the resulting t-count value of 17.19 is greater than t-table (1.96) with a significant level of 95% or a 5% confidence level. H2 is the quality of service has a positive influence on customer loyalty. The H2 hypothesis is accepted because the resulting T-count value of 14.00 is greater than t-table (1.96) with a significant level of 95% or a 5% confidence level. H3 is customer satisfaction has a positive influence on customer loyalty where the H3 Hypothesis is accepted because the T-test value generated is 5,999 greater than t-table (1.96) with a significant level of 95% or a 5% confidence level.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Syaeful Alam
PY  - 2020
DA  - 2020/05/18
TI  - Artificial Intelligent Service Quality to Increase Customer Satisfaction and Customer Loyalty (Survey of PT. Telkomsel Customers)
BT  - Proceedings of the First ASEAN Business, Environment, and Technology Symposium (ABEATS 2019)
PB  - Atlantis Press
SP  - 100
EP  - 104
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200514.023
DO  - 10.2991/aebmr.k.200514.023
ID  - Alam2020
ER  -