Pengaruh Harga dan Kualitas Layanan terhadap Kepuasan Pelanggan Indihome di PT. Telekomunikasi Indonesia Cabang Semarang

Abstract

This quantitative inquiry is triggered by a shrinking number of IndiHome subscribers in Semarang, indicating a deficit in user fulfillment despite ongoing digital acceleration. Although the firm boasts comprehensive network coverage and affordable tariff models, persistent system malfunctions, network drops, and delayed technical support continue to act as major constraints. Consequently, this assessment analyzes how customer fulfillment at PT Telkom Indonesia's Semarang office is shaped by financial accessibility and operational performance. Data gathered from 100 targeted participants via non-probability sampling underwent an array of diagnostic evaluations—comprising measurement validity, consistency metrics, and residual assumptions—prior to evaluation through an ordinary least squares framework. Empirical evidence reveals that fair pricing structures significantly heighten user appreciation, as lower costs amplify overall contentment. Furthermore, superior operational standards are crucial, with optimization in service delivery directly fostering a higher level of user delight.