The Effect of Service Quality and Customer Satisfaction Towards Customer Perception of Telkomsel’s Kartu AS

Abstract

Abstract - The purpose of this paper is to find out the determinants that are significantly influencing Telkomsel’s customer’s perception. The study surveyed 100 Telkomsel users to determine the key influential factors that significantly influence on their perception. The data analyses were conducted by exploratory factor analysis, confirmatory factor analysis and structural equation modeling to test the hypothesis. The results of the statistical analysis reflected that most of the Telkomsel’s customers are highly concerned about service quality. The researcher hoped that the findings may assist the mobile phone operators in production of their services and promotion of their services.