| dc.description.abstract | Service and quality is considered good if the performance is given by the
same company with what consumers expect. Business strategy in accordance with
the object of this research is the development strategy of the service (Service
Development Strategy). The purpose of this study was to analyze the effect of the
variable quality of services consisting of physical facilities, reliability,
responsiveness, assurance, empathy towards customer satisfaction based
computer network services in the city of Jember both partially and simultaneously
and to analyze the influence of the dominant influence on customer satisfaction
computer services network based in the town of Jember.
This study categorized as explanatory research. The population is urban
Jember district covering Sumbersari, Patrang, and Kaliwates ever using
computer network services Tekling Network and CV. Media Pratama Jember.
number of samples in this study was set at 75 respondents. Methods of data
analysis using logistic regression.
Logit regression results indicate that there are four variables that may
affect customer satisfaction network services, namely physical facilities (sig.0,
042 <0.05), reliability (sig.0, 028 <0.05), responsiveness (sig.0, 003 <0.05) ,
security (sig. 0.023 <0.05) and empathy (sig. 0.912> 0.05). It shows that the
factor of physical facilities and significant positive effect on customer satisfaction
partially computer network services; reliability factor is positive and significant
effect on customer satisfaction partially computer network services. Factor
responsiveness positive and significant effect on customer satisfaction partially
computer network services. Factor guarantees a positive and significant effect on
customer satisfaction partially computer network services. Empathy factor does
not significantly affect customer satisfaction partially computer network services.
Conclusions of this study are all variables simultaneously physical facilities, the
use of computer network services in the city of Jember simultaneously. reliability,
responsiveness, assurance and empathy significantly influence consumer
satisfaction. Dominant variable effect on customer satisfaction is a variable
network reliability. | en_US |
