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

DOI

10.2991/978-94-6463-640-6_4How to use a DOI?

Keywords

service quality; trust; customer satisfaction

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.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Dian Fitriya
AU  - Winanda Wahana Warga Dalam
PY  - 2024
DA  - 2024/12/31
TI  - Building Trust Bridges: Strategies to Enhance Telecommunication Company’s Customer Satisfaction in Batam
BT  - Proceedings of the  Sixth International Conference on Applied Economics and Social Science (ICAESS 2024)
PB  - Atlantis Press
SP  - 30
EP  - 40
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-640-6_4
DO  - 10.2991/978-94-6463-640-6_4
ID  - Fitriya2024
ER  -