The effect of reliability and empathy on customer satisfaction: A survey of PT Telkom Indonesia’s IndiHome customers

Abstract

BACKGROUND: Many customers often complain about Indihome facilities, causing dissatisfaction with the service of Indihome products at PT. Telkom. OBJECTIVE: This study examines physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at PT. Telkom. METHODS: This study uses quantitative research with a population of all Indihome customers who make complaints or make payment transactions at PT. Telkom. RESULTS: Based on the study results, service quality, as seen from the variables of physical evidence, reliability, responsiveness, assurance, and empathy, significantly influences customer satisfaction in Indihome PT. Telkom. This study found that reliability and empathy affect Indihome customer satisfaction. Meanwhile, physical evidence, responsiveness, and guarantees do not affect Indihome customer satisfaction. Reliability and empathy are the five service quality variables with the most dominant influence. CONCLUSIONS: The results of this study can be used as input for PT. Telkom retains and attracts new customers by maintaining quality, reliability, and empathy. Customers feel that Telkom employees deliver products clearly and in detail and do not discriminate between customers, even though sometimes service completion could be more timely.