“THE INFLUENCER Of QUALITY

“THE INFLUENCER Of QUALITY Of SERVICE TO CONSUMERS SATISFACTION AT PT. TELKOM KANCATEL PANDEGLANG”



Marketing is a process planning and perfoming concept, price, promotion and distribution of some ideas of goods and services to create exchange that enable to satisfy the individual and organization goal.

Quality of sevice is the main factor that gives satisfaction to consumers and custumers. If te quality of service performed maximali of course it will influence the loyality of customer and as profitable as possible for the firm.

In quality of service there are five factor that can give satisfaction to consumer, they are :

1. Tangibles
2. Empaty
3. Reliability
4. Responsiveness
5. Assurance

This reseach using calculation of spearmans coeficient and corelation rank to know how wide the influence of quality of service to the consumers satisfaction.

From the calculation of to coeficient corelation of r = 0, 803 that indicates strong influence between quality of service to consumers satisfaction and the assumtion if quality of service given maximaly it will influence the consumers satisfaction.

Otherwise the result of coeficient determination is 64,48% with assumtion that quality of sevice to consumers satisfaction is 64,48% which the rest is 35,52% influenced by other factors as promotion, discount, etc.

In test (experiment) t indicates t count is bigger than t table t count = 3,417 > t table 2,704 so Ho rejected to Hi accepted, it means there is strong influence or possitive between variabel X (Quality of Service) and Y (Consumers Satisfaction).