Customer Satisfaction Analysis on Indihome Internet Service Products in Surabaya

Abstract

This study aims to examine the influence of price perception and service quality on IndiHome customer satisfaction in Surabaya. This research is motivated by the growing competition in home internet services. The research method used is quantitative with data collection techniques through online questionnaires using Google Forms to 120 generation Z respondents in Surabaya. The data analysis technique uses Structural Equation Modeling Partial Least Square (SEM-PLS) with the help of SmartPLS 4.0 software. The results show that price perception and service quality have a positive and significant influence on IndiHome customer satisfaction. Price perception is the most dominant variable in influencing customer satisfaction.