PENGARUH TANGIBILITY, RELIABILITY, RESPONSIVENESS, ASSURANCE DAN EMPATHY TERHADAP KEPUASAN PARA PENGGUNA SISTEM INFORMASI PADA PERUSAHAAN JASA TELEKOMUNIKASI DI KOTA PADANG

Abstract

There are some factors that effect to the satisfaction users of information systems. This experiment focuss on 5 factors affecting the satisfaction of service users of information systems, they are : tangibility, reliability, responsiveness, assurance and empathy. Process of collecting the data have done to the telecommunication service enterprises.in Padang, by spreading 100 pieces of questionnaire. In this kind of experiment, the variable to be studied are tangibility, reliability, responsiveness, assurance dan empathy. To do hypothesist trial has been done with  multiple linier regression, test of validity, test of reliability, test of normality, and test of hypostesist, test of determination’s coefficient, test of simultaneous, test of t. the result of this experiment shows satisfaction of information’s system user about tangibility and empathy, in the other hand for reliability variable, responsiveness and assurance don’t show any impact for satisfaction of information’s system user

Keywords:  Tangibility, Reliability, Responsiveness, Assurance, Empathy and User Satisfaction