RELIABILITY AND EMPHATY : THE KEY FACTORS OF CUSTOMER SATISFACTION

Abstract

This study aims to determine the effect of service quality consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) partially or simultaneously on Indihome customer satisfaction (Y). The research was conducted at Plaza Telkom. The population in this study are all Indihome customers in Jember. The sample taken in this study were 75 respondents. The sampling technique used was purposive sampling technique, by using descriptive and analytical methods. Of the five variables simultaneously have a positive effect on customer satisfaction Indihome in Jember. While partially the variables that affect customer satisfaction are reliability variables and empathy variables.

Keywords: physical evidence, reliability, responsiveness, assurance, and empathy