IM3 STORE SERVICE QUALITY ON CUSTOMER SATISFACTION

Abstract

A company that wants to develop and gain a competitive advantage must be able to provide products in the form of quality goods or services and good service to customers from its competitors. The quality of IM3 outlet service received by IM3 prepaid or postpaid card users is felt to be still less than optimal, as can be seen from the complaints of several IM3 prepaid card users who stated that there were frequent disturbances from the provider, such as interference with outgoing and incoming SMS, interference with credit top- ups . , signal interference, telephone, internet etc. Based on this reality, an interesting problem arises to be researched, namely whether the service quality of IM3 outlets affects customer satisfaction. The aim of the research is to determine whether there is an influence of outlet service quality on IM3 card customer satisfaction. The method used by the author is the convenience sampling method. Data analysis uses the results of the questionnaire described. This research is descriptive because it aims to create a description. The sample taken was 10 respondents who used IM3 prepaid cards. The variables in this research are service quality as an independent variable and consumer loyalty as the dependent variable, as well as consumer satisfaction as a mediating variable.