ANALISIS KUALITAS PELAYANAN YANG MEMBEDAKAN KEPUASAN DAN KETIDAKPUASAN PELANGGAN TELKOM FLEXI

Mahlia Muis

Abstract


This research was conducted based on the fact that service quality plays an important role on determining the difference between satisfaction and dissatisfaction customers. The research findings indicate, using discriminant analysis with force method, it shows that significant difference between satisfaction and dissatisfaction customers in terms of service quality (tangibility, reliability, responsiveness, assurance, and emphaty).

Keywords


service quality; satisfaction; dissatisfaction customers

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DOI: http://dx.doi.org/10.18860/iq.v4i2.284



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E-ISSN 2614-3437
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