Pengaruh Kualitas Pelayanan dan Promosi Terhadap Kepuasan Konsumen di PT. Telkomsel Medan

Abstract

Consumer satisfaction can help companies to realize the vision and mission. Customer satisfaction as the dependent variable is influenced by the quality of services and promotions as independent variables. This study aims to determine the extent of the impact of service quality and promotion of consumer satisfaction in PT. Telkomsel Medan. This study used 100 consumer respondents PT. Telkomsel Medan by using Accidental Sampling method. Then analysis of the data obtained in the form of quantitative analysis. Data were collected by using three scales, namely the service quality scale comprises 20 item (a = 0.876), scale Promotion consisting of 26 item (a = 0.839) and customer satisfaction which consisted of 26 item (a = 0.854). The results showed the numbers rx1x2-y = 0.943, p = 0.000 (p < 0.05). While the coefficient of determination obtained for 0.752. This means that 75.2 % of consumer satisfaction is influenced by the quality of service and promotions, while the remaining 24.8 % customer satisfaction is influenced by other variables not examined in this study. From these results it can be concluded that there is a significant relationship between service quality and customer satisfaction campaign against PT. Telkomsel Medan.