Determining Factors of Customer Satisfaction Grapari Telkomsel Dumai
Keywords:
Customer, Customer Satisfaction, ConsumerAbstract
As a telecommunications firm, GraPARI Telkomsel Dumai must be able to compete by increasing its quality, particularly in serving customer complaints so that they are happy with what is provided. Observations revealed a number of customer complaints. Based on this, the following post will go over customer satisfaction at GraPARI Telkomsel Dumai. To determine what variables must be addressed in order to achieve customer satisfaction, numerous influencing factors such as product quality, service quality, emotionality, pricing and cost, and the convenience of obtaining items or services should be examined. With 134 responders, the sample set using the Accidental Sampling technique. This study collected primary and secondary data using observations, questionnaires, and interviews. The descriptive statistics were used in the data analysis approach, with data processing employing Likert scale assessments. The study's results were fairly good, with a score range of 4,550. In this study, supporting factors in customer satisfaction are product quality and service quality.
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