The Influence Factors on the Satisfaction of Telkomsel SIM Card Users in Indonesia

DOI

10.2991/sores-18.2019.102How to use a DOI?

Keywords

product quality; service quality; price; customer satisfaction

Abstract

The complaints of using the Telkomsel SIM cards from customers increased within 3 months. Several factors such as product and service quality and price could influence customers' satisfaction. This research aims to determine the influence of product quality, service quality, and price towards the satisfaction of the employees of PT. Sinar Nirwana Sari using the Telkomsel SIM cards. The research involves validity test, reliability test, and classical assumption test which includes the normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, t-test, and F-test supported by the SPSS 24.0 software. Data is primary and obtained through the distribution of questionnaires to 100 employees of PT. Sinar Nirwana Sari as respondents. Variables are measured based on the respondents' perception using the Likert's scale. The results show that partially, product quality influences the subscribers' satisfaction while service quality and price do not. Simultaneously, product quality, service quality, and price influence the subscribers' satisfaction.

Copyright

© 2019, 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  - Waseso Segoro
AU  - Weny Widiawati
PY  - 2019/03
DA  - 2019/03
TI  - The Influence Factors on the Satisfaction of Telkomsel SIM Card Users in Indonesia
BT  - Proceedings of the Social and Humaniora Research Symposium (SoRes 2018)
PB  - Atlantis Press
SP  - 445
EP  - 446
SN  - 2352-5398
UR  - https://doi.org/10.2991/sores-18.2019.102
DO  - 10.2991/sores-18.2019.102
ID  - Segoro2019/03
ER  -