Article

HUBUNGAN ANTARA KUALITAS PELAYANAN KARYAWAN DENGAN KEPUASAN PELANGGAN SKRIPSI

01/2010;
Source: OAI

ABSTRACT The company run in service related with service problem, therefore the most superior company currently is the company that is able to satisfy customer. To measure quality standard of service is difficult, because customer satisfaction is very subjective. This emerge different perception between customers with employee of cellular operator service. Therefore the research was conducted with purpose to find out the relation between service qualities of employee of customer service division with customer satisfaction. This was correlation research has purpose to find out the relation between service quality of employee of customer service division with customer satisfaction. The population was Indosat customer. The research sample amount of 50 subjects and it used purposive sampling. Data collection method was 2 scale namely quality scale of employee service and customer satisfaction. Data analysis method was product moment correlation of Karl Pearson. The result of data analysis was there very significant positive relation between service quality of employee with customer satisfaction indicated by coefficient of correlation r = 0,492 and p = 0,000. Thus, there was very significant positive relation between service qualities of employee with customer satisfaction at Indosat gallery. This shows that service quality was given by employee of customer service division was so high. Thus, customer expectation would be reached, so that customer satisfaction level to the service so high too. Moreover, if service quality of employee of customer service division was low, hope of customer wouldn’t be reached, so that customer satisfaction was low too. The result of data analysis found that coefficient determinant 24,4% (r2 = 0,242). It was known that service quality of employee gave effective contribution 24,2% toward service whereas the rest 75,8% was affected by others factor

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