Artificial Intelligent Service Quality to Increase Customer Satisfaction and Customer Loyalty (Survey of PT. Telkomsel Customers)
- DOI
- 10.2991/aebmr.k.200514.023How to use a DOI?
- Keywords
- customer satisfaction, customer loyalty, Telkomsel, reliability, responsiveness and assurance
- Abstract
This study aims to explain and determine the effect of service quality on customer satisfaction and customer loyalty. This research was conducted at PT. Telekomunikasi Selular (PT. Telkomsel) and the population used are customers who have used Telkomsel’s Intelligent Artificial services. The sample used in this study amounted to 386 respondents. The independent variables used in this study are physical evidence, reliability, responsiveness and assurance. In the F Test it can be seen that the service quality variable has a significant influence together with the variables of customer satisfaction and customer loyalty that is F-count on customer satisfaction with a value of 375 and customer satisfaction with a value of 675 is greater than the F-table with a value of 3,019. H1 is the quality of service has a positive influence on customer satisfaction. The H1 hypothesis is accepted because the resulting t-count value of 17.19 is greater than t-table (1.96) with a significant level of 95% or a 5% confidence level. H2 is the quality of service has a positive influence on customer loyalty. The H2 hypothesis is accepted because the resulting T-count value of 14.00 is greater than t-table (1.96) with a significant level of 95% or a 5% confidence level. H3 is customer satisfaction has a positive influence on customer loyalty where the H3 Hypothesis is accepted because the T-test value generated is 5,999 greater than t-table (1.96) with a significant level of 95% or a 5% confidence level.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Syaeful Alam PY - 2020 DA - 2020/05/18 TI - Artificial Intelligent Service Quality to Increase Customer Satisfaction and Customer Loyalty (Survey of PT. Telkomsel Customers) BT - Proceedings of the First ASEAN Business, Environment, and Technology Symposium (ABEATS 2019) PB - Atlantis Press SP - 100 EP - 104 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200514.023 DO - 10.2991/aebmr.k.200514.023 ID - Alam2020 ER -