THE INFLUENCE OF CUSTOMER SERVICE ON CUSTOMER SATISFACTION AT XL CENTER RANGKASBITUNG

Abstract

This research is based on the company's increasing competition, therefore, every company must have a good quality of service so as to provide satisfaction to customers to remain subscribed or use their products. This research aims to find out the influence of customer service on customer satisfaction at XL Center Rangkasbitung. The study uses quantitative research methods, analytical models used in simple linear regression tests, correlation coefficients, determination coefficients, and t tests using manual calculations. Data sources are obtained from the results of questionnaires that contain their opinions or assessments of customer service that affect customer satisfaction. Taken as many as 100 respondents determined by axidental technique. The results of this study showed that customer service positively affects customer satisfaction, this is based on the results of calculations that show a thitung value of 1,425 > a ttabel value of 1,282. While the large influence of customer service on customer satisfaction (adjusted r2) is
50.8%. The simple linear regression equation obtained is Ȳ = 1.535 + 0.973X.