PENGARUH SERVICE CONVENIENCE TERHADAP SATISFACTION PADA PENGGUNA TELKOMSEL DI SURABAYA

  • Claudia Purnama Dewi Jurusan Manajemen Layanan dan Pariwisata Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Convenience, Service Convenience, Satisfaction, Second Order

Abstract

Penelitian ini merupakan penelitian replikasi. Penelitian ini bertujuan untuk menguji pengaruh service convenience terhadap satisfaction pada pengguna Telkomsel di Surabaya dan membandingkan hasil five factor model dan second order factor model. Hasil penelitian ini menunjukkan bahwa hipotesis yang diajukan terdukung. Service convenience berpengaruh positif terhadap satisfaction pada pengguna Telkomsel di Surabaya. Hasil five factor model dan second order factor model memenuhi kriteria yang disyaratkan. Sehingga, dapat disimpulkan bahwa terdapat pengaruh positif signifikan service convenience terhadap satisfaction Telkomsel di Surabaya dan second order factor model memiliki goodness of fit sesuai dengan kriteria yang disyaratkan. 

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Published
2015-09-01
Issue
Vol. 4 No. 2 (2016): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)
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