Sulaicha, Sulaicha (2026) Pengaruh Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan IndiHome di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The rapid development of information and communication technology has transformed internet access into an essential need to support daily activities in modern society. As reliance on internet services increases, customer assessments of price fairness and service quality have become key determinants of satisfaction. Despite its dominant position as a fiber-optic internet service provider in Indonesia, IndiHome continues to face customer complaints regarding pricing policies and service performance. This study aims to analyze the influence of price perceptions and service quality on customer satisfaction among IndiHome customers in Surabaya. Research data were collected through an online questionnaire distributed to 120 respondents who had previous experience using IndiHome services and lived in Surabaya. A quantitative research approach was used, and data analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that price perception has a negative and significant impact on customer satisfaction, suggesting that unfavorable price perceptions can decrease satisfaction levels. Conversely, service quality has a positive and significant impact on customer satisfaction, suggesting that improvements in service responsiveness, reliability, and service assurance can increase customer satisfaction. The coefficient of determination (R²) of 0.577 indicates that price perception and service quality together explain 57.7% of the variation in customer satisfaction. This finding contributes to the literature on consumer behavior in the internet service industry by empirically confirming the conflicting roles of price perception and service quality in shaping customer satisfaction. Practically, this study suggests that internet service providers should prioritize transparent pricing strategies and consistent service quality improvements to maintain customer satisfaction and long-term loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | sulaicha cha rv | ||||||||
| Date Deposited: | 20 May 2026 06:25 | ||||||||
| Last Modified: | 20 May 2026 06:25 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/51935 |
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