ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP KINERJA PELAYANAN DAN KEPUASAN PELANGGAN PT. TELKOM AKSES (Studi pada Pelanggan Layanan Digital PT. Telkom Akses di Wilayah Bengkulu)
DOI:
https://doi.org/10.36085/pbc.v3i1.7757Abstract
This study aims to analyze the influence of e-service quality on service performance and customer satisfaction at PT Telkom Akses. The research employed a quantitative approach with a survey method involving 80 customers of PT Telkom Akses in the Bengkulu region, selected through purposive sampling. Data were collected using electronic questionnaires and analyzed using path analysis. The results showed that e-service quality has a positive and significant effect on service performance (path coefficient 0.586, p < 0.05) and customer satisfaction (path coefficient 0.438, p < 0.05). Service performance proved to be an effective mediator in the relationship between e-service quality and customer satisfaction (Z = 3.842, p < 0.05). Security and privacy dimensions received the highest rating (mean=4.35), while system availability received the lowest rating (mean=3.85). The study concludes that PT Telkom Akses's digital transformation has successfully improved customer satisfaction, although further development is needed in system stability and reliability aspects.
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