rancangan faktor yang mempengaruhi kualitas pelayanan di pt. indosat, tbk terhadap kepuasan...
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8/2/2019 RANCANGAN FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI PT. INDOSAT, TBK TERHADAP KEPUASAN PELAN
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\EMOEM@EM IEDZG\ VEM@ CBC[BM@E\RHF
DRENFZE_ [BNEVEMEM JF [Z- FMJG_EZ. ZLD ZB\HEJE[
DB[RE_EM [BNEM@@EM
_D\F[_F
Jfeardem Rmzrd Cbcbmrhf [b|sve|ezem
Jenec Cbc{b|gnbh @bne| _e|aeme Zbdmfd (_z|eze 5&
Ar|rsem Zbdmfd Fmjrsz|f
Jfsrsrm Gnbh 1
Mece 1 F\PEM
M|{ 1 ;85;?52;;:
IEDRNZE_ ZBDMFD
AR\R_EM _#5 ZBDMFD FMJR_Z\F
RMFYB\_FZE_ [BCLEM@RMEM ME_FGMEN YBZB\EM
AEDE\ZE
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8/2/2019 RANCANGAN FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI PT. INDOSAT, TBK TERHADAP KEPUASAN PELAN
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EL_Z\ED_
[b|sefm`em lfsmfs zbnbdgcrmfdesf seez fmf sbcedfm dbzez jem |ecef- Fmjgsez sble`ef
{bmvbnbm``e|e aese zbnb{gm vem` lb|`b|ed jf lfjem` sbnrnb|. dhrsrsmve @_C ejeneh lfsfmfsvem` {ejez cgjen jem se|ez jbm`em zbdmgng`f oem``fh- Jenec sreseme {b|sefm`em {ese| jfb|e
`nglen fmf. {b|nr fmgyesf fmgyesf lb|deje| zfm``f jem cglfnfsesf {bcfdf|em `rme cb|blrz
{ese| sbdenf`rs cbcbmem`dem dgc{bzfsf [Z- FMJG_EZ. Zld sble`ef seneh sezr {bnedr
lfsmfs zb|sblrz lb|dbclem` ordr{ {bsez jem cbcfnfdf oelem` jflb|le`ef jeb|eh. ar`e zed
nb{es je|f ibmgcbme ibmgcbme seez fmf- Jbm`em cbnfhez dgmjfsf zb|sblrz cede je{ez
jfseje|f lehpe {bnevemem vem` lb|crzr vem` je{ez dfze lb|fdem zfjed hemve rmzrd cbcbmrhf
dblrzrhem dgmsrcbm ezer {bnem``em zbze{f ar`e je{ez cbm`ezesf {b|sefm`em vem` sbcedfm
drez- Lb|jese|dem dgmjfsf zb|sblrz. cede {fhed [Z- Fmjgsez. Zld cbcemjem` {b|nr rmzrd
cbm`deaf dbclenf rsehe rsehe vem` jfnedrdem sbnemarzmve rmzrd cbm`emzfsf{esf {b|sefm`em
lfsmfs zbnbdgcrmfdesf-
Jenec cbnedrdem {bmbnfzfem {bmrnfs cbm``rmedem cbzgjb Urenfzv Irmozfgm
Jb{ngvcbmz vefzr srezr cbzgjb vem` cbm``rmedem {bmjbdezem {bmjbdezem db{eje
dgmsrcbm `rme cbm`bzehrf sb|ze cbm`fjbmzfifdesf dblrzrhem dblrzrhem {bnem``em- [Z-
Fmjgsez Zld vem` dbcrjfem jfsrsrm jenec lbmzrd ez|flrz ' de|edzb|fszfd vem` cbmaejf
{|fg|fzes rmzrd cbc{b|hezfdem jem jfdbclem`dem `rme cbmfm`dezdem drenfzes {bnevemem [Z-
Fmjgsez. Zld-
Lb|jese|dem dbfm`fmem ' dblrzrhem {bnem``em jem hesfn je|f {bmbnfzfem {bnem``em (
|bs{gmjbm & zb|heje{ sfszbc {bnevemem jem dgmjfsf {bmjrdrm` sfszbc {bnevemem jf [Z-
Fmjgsez. Zld je{ez jfsfc{rndem lehpe {bnevemem vem` zbneh jflb|fdem db{eje {bnem``em
ejeneh lefd. mecrm jbcfdfem {b|nr jfnedrdemmve {bmfm`dezem drenfzes {bnevemem e`e| nblfh
lefd ne`f sbhfm``e {e|e {bnem``em cb|ese {res jbm`em {bnevemem ezer sb|yfob vem`
jflb|fdem- Jbm`em cbzgjb Urenfzv Irmozfgm Jb{ngvcbmz jf{b|gnbh r|rzem r|rzem {|fg|fzes
ez|flrz {bnevemem vem` zb{ez pedzr jbm`em db{bmzfm`em zbdmfd sblbse| 6.?- Cbm`b|zf
dbfm`fmem {bnem``em jbm`em sbdene {|fg|fzes 6.
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8/2/2019 RANCANGAN FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI PT. INDOSAT, TBK TERHADAP KEPUASAN PELAN
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EL_Z\ED_
Zbnbogccrmfoezfgm lrsfmbss ogc{bzfzfgm fs `bzzfm` zf`hz emj o|gpjbj- Fmjgsez es zhb
{|gyfjb| gi zbnb{hgmb sb|yfobs phfoh e|b fmygnybj fm obnnrne|. @_C fs {e|zforne|nv jbmsb emjjb{ngvfm` oe{fzen emj ngejbj pfzh ejyemobj zbohmgng`v- Fm zhb ezcgs{hb|b gi zhfs `nglen b|e
gi ce|dbz ogc{bzfzfgm. mbbj zg fmmgyezb # fmmgyezfgm gi hf`h#vfbnj emj zhb cglfnfqezfgm gi
zhgr`hz fm g|jb| zg sbfqb zhb ce|dbz gmob pgm e ogc{bzfzfgm [Z- FMJG_EZ. Zld es gmb gi
zhbsb lrsfmbssbs jbybng{bj |e{fjnv emj hes l|emohbs fm ye|fgrs |b`fgms. fs ensg fmsb{e|elnb
i|gc zhb {hbmgcbmgm # zhb {hbmgcbmgm zgjev- Lv nggdfm` ez zhbsb ogmjfzfgms. fz oem lb
|benfqbj zhez zhb urenfzv sb|yfob pb oem `fyb mgz gmnv zg cbbz zhb mbbjs gi ogmsrcb|s g|
orszgcb|s lrz oem ensg og{b pfzh zhb fmo|besfm`nv sz|gm` ogc{bzfzfgm- Rmjb| zhbsb ogmjfzfgms.
zhbm zhb [Z- Fmjgsez. Zld jbbcs fz mbobsse|v zg |byfbp zhb lrsfmbss # phfoh cejb ir|zhb|
biig|zs zg emzfof{ezb zhb ogc{bzfzfyb zbnbogccrmfoezfgms lrsfmbss-
Fm jgfm` |bsbe|oh. p|fzb| rsb cbzhgj gi Urenfzv Irmozfgm Jb{ngvcbmz fs e cbzhgj zhez
rsbs zhb e{{|geoh # zhb e{{|geoh zg ogmsrcb|s. zg dmgp emj fjbmzfiv mbbjs # zhb mbbjs gi
orszgcb|s- [Z- Fmjgsez Zld. phfoh fs zhbm ogc{fnbj fm zhb ig|c gi ezz|flrzbs g|
ohe|eozb|fszfos zhez lbogcb e {|fg|fzv ig| ezzbmzfgm emj jbybng{bj zg fc{|gyb zhb urenfzv gi
sb|yfob [Z- Fmjgsez. Zld-
Lesbj gm zhb jbsf|bs ' mbbjs gi zhb orszgcb| emj zhb |bsrnzs gi orszgcb| |bsbe|oh
(|bs{gmjbmz& zg sb|yfob svszbc emj sb|yfob svszbc sr{{g|zfm` ogmjfzfgms ez zhb [Z- Fmjgsez.
Zld oem lb ogmonrjbj zhez zhb bxfszfm` sb|yfobs {|gyfjbj zg orszgcb|s fs `ggj. lrz
mbyb|zhbnbss mbbjbj zg jg zg fc{|gyb zhb urenfzv gi sb|yfob zg lb lbzzb| sg zhez gr| orszgcb|s
ibbn sezfsifbj pfzh zhb sb|yfob g| sb|yfobs {|gyfjbj- Pfzh zhb cbzhgj gi Urenfzv Irmozfgm
Jb{ngvcbmz glzefmbj sburbmob # zhb sburbmob gi sb|yfob ezz|flrzbs {|fg|fzv zg zhb fmzb|bszs gi
zfcbnv zbohmfurb 6.?- Rmjb|szemj orszgcb| mbbjs pfzh {|fg|fzv soenb 6-
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8/2/2019 RANCANGAN FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI PT. INDOSAT, TBK TERHADAP KEPUASAN PELAN
4/92
5
LEL F
[BMJEHRNREM
E- Neze| Lbnedem` Ceseneh
[b|sefm`em lfsmfs zbnbdgcrmrdesf seez fmf sbcedfm dbzez jem |ecef [Z-
Fmjgsez Zld sble`ef {bmvbnbm``e|e aese zbnb{gm vem` lb|`b|ed jflfjem` sbnrnb|.
dhrsrsmve @_C ejeneh lfsmfs vem` {ejez cgjen jem se|ez jbm`em zbdmgng`f oem``fh-
Jenec sreseme {b|sefm`em {ese| jf b|e `nglen fmf. {b|nr fmgyesf#fmgyesf lb|deje|
zfm``f jem cglfnfsesf {bcfdf|em `rme cb|blrz {ese| sbdenf`rs cbcbmem`dem
dgc{bzfsf- Dgc{bzfsf jenec lfsmfs sbnrnb| ejeneh {b|ze|rm`em sbdenf`rs {b|ze|rhem
zb|heje{ {b|zrclrhem ezer dbnem`srm`em je|f srezr mbzpg|d g{b|ezg| ezer
{bmvbnbm``e|e aese- [emjem`em cesve|edez zb|heje{ db`rmeem jem {b|em
zbnbdgcrmfdesf sem`ez cbm``bclf|edem- Edhf|#edhf| fmf zbnbdgcrmfdesf jfaejfdem
enez lfsmfs vem` sem`ez cbm`rmzrm`dem lehdem lfsmfs jflfjem` zbnbdgcrmfdesf fmf
zbneh cbpeleh jf Fmjgmbsfe- Eje{rm vem` jfaren jflfsmfs zbnbdgcrmfdesf fmf ejeneh
le|em` vem` lb|r{e {b|em`dez db|es zbnb{gm `bm``ec ezer zbnb{gm sbnrnb| jem aese
{bnevemem ezer sb|fm` jfsblrz jbm`em g{b|ezg| zbnb{gm sbnrnb|- \ecefmve lfsmfs
g{b|ezg| zbnb{gm sbnrnb| fmf de|bme jfzrmaem` sbcedfm lemvedmve {b|cfmzeem je|f
dgmsrcbm edem le|em` jem abmfs aese {bnevemem zbnbdgcrmfdesf fmf- Hen fmf
jfdb|bmedem sbnefm de|bme dblrzrhem vem` {enfm` bibdzfi rmzrd cbnedsemedem edzfifzes
lfsmfsmve. ar`e de|bme jfb|e `nglen fmf jfceme dbejeem jem sfzresf vem` sem`ez
cbclrzrhdem zbnbdgcrmfdesf jem fmig|cesf. de|bme jbm`em zbnbdgcrmfdesf jem
fmig|cesf lezes Mb`e|e vem` jrnrmve cb|r{edem {bm`heclez jenec lfsmfs. sbde|em`
jf|ese crnef sem`ez lb|dr|em`- Cbmr|rz Dbhmfohf Ghceb {eje lrdrmve Lg|jbnbs
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8/2/2019 RANCANGAN FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI PT. INDOSAT, TBK TERHADAP KEPUASAN PELAN
5/92
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