Research Article
The Influence of Quality of Services, Innovation of Products, Prices and Trust on Customer Satisfaction Telkomsel In Surabaya
@INPROCEEDINGS{10.4108/eai.30-7-2019.2287754, author={F A B K Panjaitan and T Andjarwati and S Sumiati and H Panjaitan}, title={The Influence of Quality of Services, Innovation of Products, Prices and Trust on Customer Satisfaction Telkomsel In Surabaya}, proceedings={Proceedings of the 1st Asian Conference on Humanities, Industry, and Technology for Society, ACHITS 2019, 30-31 July 2019, Surabaya, Indonesia}, publisher={EAI}, proceedings_a={ACHITS}, year={2019}, month={9}, keywords={service quality product innovation prices trust customer satisfaction}, doi={10.4108/eai.30-7-2019.2287754} }- F A B K Panjaitan
T Andjarwati
S Sumiati
H Panjaitan
Year: 2019
The Influence of Quality of Services, Innovation of Products, Prices and Trust on Customer Satisfaction Telkomsel In Surabaya
ACHITS
EAI
DOI: 10.4108/eai.30-7-2019.2287754
Abstract
The research objective is to seek clarity about the role of service quality, product innovation of products, and prices on trust and customer satisfaction, and researchers offer a research model. The research approach is quantitative, explanatory. The population is users of Tekomsel products in Surabaya. 230 respondents and the sampling method uses non-probability accidental sampling. The results of the study indicate that it is clear that: quality, product innovation, and price have a positive effect on trust. Service quality, price, and trust have a positive effect on customer satisfaction. This proves that by using service quality, and price strategies will be able to increase trust and customer satisfaction, while innovation products have not had a positive impact on customer satisfaction.