Building Trust Bridges: Strategies to Enhance Telecommunication Company’s Customer Satisfaction in Batam

Dian Fitriya and Winanda Wahana Warga Dalam ()
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Dian Fitriya: Politeknik Negeri Batam
Winanda Wahana Warga Dalam: Politeknik Negeri Batam

A chapter in Proceedings of the Sixth International Conference on Applied Economics and Social Science (ICAESS 2024), 2025, pp 30-40 from Springer

Abstract: Abstract This study seeks to ascertain the impact of service quality and trust on customer satisfaction among Wi-Fi users in Batam City. This quantitative research utilized primary data gathered from questionnaires completed by 100 Wi-Fi subscribers in Batam City. The gathered data was examined by multiple linear regression analysis. The preliminary findings indicated that service quality significantly enhances customer contentment, while trust also positively influences customer satisfaction. Moreover, the concurrent findings demonstrate that both service quality and trust exert a substantial collective impact on customer satisfaction among Wi-Fi customers in Batam City.

Keywords: service quality; trust; customer satisfaction (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-640-6_4

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DOI: 10.2991/978-94-6463-640-6_4

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