ABSTRAK
THE INFLUENCE OF SATISFACTION, COMMUNICATION
AND THE EXPERIENCE TOWARD THE LEVEL OF TRUST OF INDOSAT’S PRE PAID CUSTOMERS
By :
ACHMAD RANDY MIRWAN
Cellular industry in Indonesia has just come to the new phase, the first five years of its
presence was dominated by PT. Telkomsel and PT. Satelindo which has been changed into PT. Indosat. Along with the higher of the use of the communication service, the
fulfillment of the customers’ level of trust is also maximized by the company.
The problem of this research is in the form of the company purposes attainment make
PT. Indosat always try to give the higher level of trust to the Indosat’s prepaid customers. Based on the construct, the research problem proposed is: “Do the level of
satisfaction, communication, and experience given by PT. Indosat influence significantly toward the customer’s trust?
The purpose of this research is to find out how far does the influence of satisfaction, communication and experience variable toward the level of trust of Indosat’s prepaid
customers.
The determining sample taken by using non probability sampling technique and at last
prepaid card for minimally a year. The research was conducted in May on the first and
the second week, 25 samples of each week. And it also conducted in June on the third and the fourth week, also 25 samples of each week.
Based on the analysis result using regression coefficient of binary logistic approach, we can conclude that satisfaction, communication and experience are probably
significantly influenced toward the trust of Indosat’s prepaid customers can be accepted. It is caused by the whole significance value of independent variable is less than 0.05. Based on the research, experience factor has quite big influence toward the
level of trust of the customers.
