JEFMS Journal

ABSTRACT:

This study investigates the influence of service quality and information systems quality on customer satisfaction at Indihome PT. Telkom Sorong, with perceived trust and perceived risk as moderating variables. A quantitative approach was employed, using a purposive sampling method to gather data from 172 respondents. The results indicate that both service quality and information systems quality have a significant positive impact on customer satisfaction. Furthermore, perceived trust significantly moderates the relationship between service quality and customer satisfaction, while perceived risk substantially mediates the relationship between information systems quality and customer satisfaction. These findings provide valuable insights for Indihome PT. Telkom Sorong to enhance customer satisfaction levels by focusing on improving service quality, information systems quality, addressing perceived risks, and fostering trust among customers. Future research could explore other potential moderating variables and conduct longitudinal studies to examine the dynamics between these variables over time.

KEYWORDS:

Service Quality, Information Systems, Customer Satisfaction, Perceived Risk, Trust

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