Selasa, 22 Mei 2012

The Effect of Company’s Custom to the Customers’ Satisfaction (A Case Study at the customers of PT. Telkom Kandatel ___________)”.107


The main purpose of the company is providing the customers’
satisfaction. PT. Telkom Kandatel ___________, which is located in the area of
The East Java Regional Division is one of the companies which its aim is
offering the customers satisfaction.
One of its attempts to implement it is by performing corporation custom in
which inferred into TTW custom (The Telkom Way 135). However, the change
of situation does not change customers’ satisfaction. It is proven by arising
customers’ complaint either direct indirect.
This research is an explanatory study. The purpose of this study
research is to an explain the causality between the variables of the company
and the customers’ satisfaction. The type of this research is descriptive
quantitative. The research uses survey method with 50 respondents as
samples. Techniques to collect the data are questioner, documentation, and
interview. Method to analyze the data is Logit Model.
Result of analysis showed that the variables of custom which consist
of the base assumption: Committed U 2 (X1), the core value: Customer value
(X2), Excellent Service (X3), Competent People (X4). They have significant
contribution to influence the satisfaction of the customers (Y). Each of them
are (X1) for about 3,041 with the significant value is 0,081, (X2) 1,310 its
significant is 0,252, (X3) 0,609 with the significant value is 0,435, and (X4)
0,558 with its significant value is 0,455.

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