FACTOR ANALYSIS AFFECTING CUSTOMER SATISFACTION ON TELKOMSEL PROVIDER

Abstract

This research was conducted to find out what factors can affect the customer satisfaction of Telkomsel provider.  The purpose of this study is to determine what factors are formed in influencing customer satisfaction of Telkomsel providers, what factors are dominant in influencing Telkomsel provider customer satisfaction and what factors are the lowest in influencing Telkomsel provider customer satisfaction.  The research method used is a quantitative method, with a known population and 96 samples obtained from the results of the Cochran formula calculation.  This study uses factor analysis with SPSS version 25, and shows the results that Service Quality, Price, Promotion and Customer Satisfaction are factors that are formed in influencing Telkomsel provider customer satisfaction.  The dominant factors that affect the customer satisfaction of Telkomsel providers are Service Quality and Price with an eigen value of 9,247 and the lowest factor is Consumer Satisfaction with an eigen value of 1,211.