PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE UNICOM CARE TERHADAP TINGKAT KEPUASAN PELANGGAN HUAWEI DI SOLO

Dwi, Potyes Meyvarta and Eny, Susilowati, S.Sos., M.Si. (2017) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE UNICOM CARE TERHADAP TINGKAT KEPUASAN PELANGGAN HUAWEI DI SOLO. skripsi thesis, IAIN Surakarta.

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Abstract

ABSTRAK Dwi Potyes Meyvarta, NIM. 12.12.1.1.007, Pengaruh Kualitas Pelayanan Customer Service Unicom Care Terhadap Tingkat Kepuasan Pelanggn Huawei di Solo. Skripsi: Jurusan Komunikasi dan Penyiaran Islam Fakultas Ushuludin dan Dakwah, Institut Agam Islam Negeri Surakarta, 2017. Citra perusahaan merupakan hal yang sangat penting untuk dijaga dan dikembangkan. Selain menjual produk, sebuah perusahaan juga harus menjaga nama baik perusahaan dengan memenuhi beberapa aspek, seperti mengadakan kegiatan yang dapat menguntungkan lingkungan sekitar dan perusahaan. Ada beberapa hal yang dapat dilakukan oleh perusahaan seperti mendirikan customer service, mengadakan CSR, serta memberikan beasiswa terhadap karyawan yang mempunyai prestasi. PT Huawei Tech Investment adalah perusahaan yang berkembang pada produksi dan pemasaran peralatan telekomunikasi dengan mengutamakan pelayanan pelanggan. Unicom Care Solo merupakan salah salah satu cabang yang menyediakan pelayanan jasa bagi pelanggan Huawei. Tujuan dari penelitian ini untuk mengetahui apakah ada pengaruh kualitas pelayanan customer service Unicom Care terhadap tingkat kepuasan pelanggan Huawei di Solo. Jenis penelitian lapangan ini menggunakan metode eksplanatif kuantitatif, peneliti mengumpulkan data dengan melakukan observasi, studi pustaka, dokumentasi dan kuesioner. Teknik pengambilan sampel yang digunakan accidental sampling, semua data dianalisis dengan persentase, analisis regresi linier berganda, uji F dan uji T. Jumlah sampel penelitian ini yaitu sebanyak 51 responden (pelanggan). Berdasarkan analisis regresi berganda hasil hipotesis pertama, masing- masing variabel tangible, reliability, responsiveness, assurance dan emphaty dari kelima variabel tersebut secara simultan memiliki hubungan terhadap tingkat kepuasan pelanggan Huawei di Solo dibuktikan dengan Fhitung 33.021 lebih besar dari Ftabel 2.420. Sedangkan nilai koefisien determinan (R2 ) sebesar 0.786 mampu menjelaskan variasi tingkat kepuasan pelanggan Huawei sebesar 78,6%. Dari pengujian hipotesis kedua dapat diketahui bahwa kualitas pelayanan Unicom Care secara parsial variabel tangible (3.193), variabel reliability (2.183) dan variabel emphaty (2.952) memiliki pengaruh positif terhadap tingkat kepuasan pelanggan Huawei di Solo, sedangkan variabel responsiveness (0.923) dan variabel assurance (0.106) tidak berpengaruh terhadap tingkat kepuasan pelanggan Huaweidi Solo. Variabel yang berpengaruh paling dominan adalah variabel tangible sebesar 3.193 satuan. Kata kunci : Kualitas Pelayanan, Customer Service, Tingkat Kepuasan Pelanggan. ABSTRACT Dwi Potyes Meyvarta, NIM. 12.12.1.1.007, The Towards of Service Quality’s of Unicom Care Service toward Satisfaction Level of Huawei Offering in Solo. Thesis: Department Islamic Broadcasting and Communication, Faculty of Ushuluddin and Da'wah, The State Islamic Institute of Surakarta, 2017. Corporate image is very important to be maintained and developed. In addition to selling products, a company must also maintain the company's good name by fulfilling some aspects, such as such as holding activities that could benefit the environment and company. There are several things that can be done by companies such as setting up customer service, CSR, as well as providing scholarships towards the achievements of employees. PT Huawei Tech Investment is a growing company in the production and marketing of telecommunication equipment with customer service priority. Unicom Care Solo is one of the branches providing services for Huawei customers. The purpose of this research is to know whether there is influence of service quality of Unicom Care customer service to Huawei customer satisfaction level in Solo. Type of field research using quantitative explanative method, the researchers collected data by doing observation, literature study, documentation and questionnaire. The sampling technique was used in intentional sampling, all data were analyzed by percentage, multiple linear regression analysis, F test and T test. The number of samples was 51 respondents (customer). Based on multiple regression analysis of first hypothesis result, each variable tangible, reliability, responsiveness, assurance and empathy of the five variables simultaneously have relationship to customer satisfaction level of Huawei in Solo proved by Fhitung 33.021 bigger than Ftabel 2.420. While the value of determinant coefficient (R2) of 0.786 can explain the variation of Huawei customer satisfaction level of 78.6%. From the second hypothesis testing it can be seen that Unicom Care service quality is partially tangible variables (3.193), variable reliability (2.183) and emphaty variable (2.952) has positive influence on customer satisfaction level in Solo, while responsiveness variable (0.923) and assurance variable (0.106) has no effect on the level of customer satisfaction of Huaweidi Solo. The most dominant variable is the tangible variable of 3.193 units. Keywords: Service Quality, Customer Service, Customer Satisfaction Level.

Item Type: Thesis (skripsi)
Subjects: 300 Ilmu Sosial > 380 Commerce, communications, transport
300 Ilmu Sosial > 380 Commerce, communications, transport > 384 Communications Telecommunication
Divisions: Fakultas Ushuludin dan Dakwah > Komunikasi Penyiaran Islam
Depositing User: Maha siswa
Date Deposited: 05 Jan 2018 06:30
Last Modified: 05 Jan 2018 06:30
URI: http://eprints.iain-surakarta.ac.id/id/eprint/1387

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