Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Telkom Speedy Di Palembang

The study aims to prove the effect of service quality to customer satisfaction for Telkom Speedy user in Palembang. The population in this study is the Users Telkom Speedy in Palembang. The sample in this study using purposive sampling method and the sample in this study were obtained 100 respondents. Hypothesis testing using multiple linear regression analysis with SPSS version 17.0. This study uses analysis of the reliability, validity, classic assumption test, F test and T test. The results of this study showed that service quality that consists of tangible, reliability, responsiveness, empathy, and assurance affect on customer satisfaction Telkom Speedy users in Palembang.