Hariningtyas, Inayah Putri (2022) Analisis Model Hubungan Indikator Kualitas Layanan Terhadap Kepuasan Pengguna IndiHome Di Surabaya Menggunakan Metode Structural Equation Modeling-Partial Least Square. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Hampir seluruh sektor kegiatan saat ini dilakukan dengan memanfaatkan media internet. Agar tetap dapat terhubung dengan jaringan internet, dibutuhkan akses terhadap internet. Salah satu cara dapat dilakukan dengan berlangganan pada layanan Internet Service Provider (ISP). Banyak perusahaan yang bergerak di bidang layanan jaringan internet antara lain adalah PT Telekomunikasi Indonesia (Telkom). Telkom telah berinovasi mendirikan sebuah produk layanan ISP IndiHome yang tersebar hingga seluruh wilayah di Indonesia termasuk di Kota Surabaya. Banyaknya perusahaan penyedia layanan ISP di Indonesia, menjadikan persaingan antar perusahaan semakin ketat. Untuk itu IndiHome selalu menjaga keandalan dan meningkatkan kualitas layanannya. Salah satu ukuran kualitas layanan adalah tingkat kepuasan pelanggan. Selama ini belum diketahui faktor-faktor yang mempengaruhi kepuasan pelanggan IndiHome dan indikator-indikator yang mencerminkan faktor-faktor tersebut. Oleh karena itu perlu diidentifikasi faktor-faktor yang mempengaruhi kepuasan pelanggan berikut indikatornya. Salah satu metode statistika yang mampu menganalisis pengaruh faktor terhadap variabel dimana faktor dan variabel tersebut tidak dapat diukur secara langsung sehingga harus melalui indikator-indikatornya adalah Structural Equation Modeling (SEM). Dalam penelitian ini metode SEM digunakan untuk mengetahui pengaruh faktor-faktor terhadap kepuasan layanan IndiHome. Faktor-faktor tersebut terdiri dari Network Quality, Competitive Advantage, Confirmation, Perceived Performance. Sedangkan kepuasan layanan dinyatakan dengan Satisfaction, dan Continued Intention. Penelitian ini memberikan hasil bahwa faktor yang mempengaruhi Satisfaction adalah Network Quality, Confirmation, Perceived Performance, dan Competitive Advantage. Sedangkan faktor yang mempengaruhi Continued Intention adalah Satisfaction dan Perceived Performance.
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Almost all sectors of activity are currently carried out by utilizing internet media. In order to stay connected to the internet network, access to the internet is needed. One way can be done by subscribing to an Internet Service Provider (ISP). Many companies are engaged in internet network services, including PT Telekomunikasi Indonesia (Telkom). Telkom has innovated to establish an IndiHome ISP service product which is spread to all regions in Indonesia, including the city of Surabaya. The number of ISP service providers in Indonesia, makes competition between companies increasingly fierce. For this reason, IndiHome always maintains reliability and improves the quality of its services. One measure of service quality is the level of customer satisfaction. So far, the factors that influence IndiHome customer satisfaction and the indicators that reflect these factors are unknown. Therefore, it is necessary to identify the factors that influence customer satisfaction and its indicators. One statistical method that is able to analyze the influence of factors on variables where these factors and variables cannot be measured directly so that they must go through the indicators is Structural Equation Modeling (SEM). In this study, the SEM method was used to determine the influence of factors on IndiHome service satisfaction. These factors consist of Network Quality, Competitive Advantage, Confirmation, Perceived Performance. Meanwhile, service satisfaction is expressed by Satisfaction, and Continued Intention. This research shows that the factors that influence Satisfaction are Network Quality, Confirmation, Perceived Performance, and Competitive Advantage. While the factors that influence Continued Intention are Satisfaction and Perceived Performance.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | IndiHome, ISP, Satisfaction, Structural Equation Modeling-Partial Least Square (SEM-PLS) |
| Subjects: | Q Science Q Science > QA Mathematics > QA278.3 Structural equation modeling. |
| Divisions: | Faculty of Science and Data Analytics (SCIENTICS) > Statistics > 49201-(S1) Undergraduate Thesis |
| Depositing User: | Inayah Putri Hariningtyas |
| Date Deposited: | 19 Feb 2022 06:06 |
| Last Modified: | 22 Jan 2024 04:18 |
| URI: | http://repository.its.ac.id/id/eprint/94603 |
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