PT Telkom is a company engaged in telecommunication. PT Telkom has
Indihome product services in the form of internet, home telephone, and TV
channels. The purpose of this research is to find out the influence of customer
experience dimensions (sensory experience, emotional experience, social
experience) to the word of mouth customers in the IndiHome products of PT
Telkom Ungaran Semarang.
In this project, a sample of 100 respondents drawn using simple random
sampling, and the method of collecting data in this study uses questionnaires.
Before the data are analyzed, it is tested using validity or reliability tests. After
that, the analysis of multiple linear regression, t-test, f-test and the coefficient of
determination.
It can be concluded that in this research, variable sensory experience has
a significant negative effect, the emotional experience and social experience
variables have no significant effect partially. In simultanly all of variables have a
significant effect. It means that customer experience dimenssions influence
customer’s behaviour to do word of mouth communication. So PT Telkom should
increase the services for making a good experience in the customers.